Just an Hotelier

The Internet is a major part of our life, and we use it in almost every aspect of our daily routine. As of the end of 2009, nearly 1.8 billion Internet users were recorded worldwide; in Asia alone there has been an increase of 568 percent in the first decade of the 21st century.  The majority of Internet users are in Asia (764 million), in Europe (425 million), and in North America and South America (446 million).

It seems that mostly all of us log on to at least one online social networking profile: Facebook, twitter, YouTube, LinkedIn, flickr, tripadvisor, trivago, just to mention a few the most popular social sites.  But we could also make note of some of the more private online communities like the “invitation only” site aSmallWorld.

Why should a Hospitality Professional care?

We care because most of our customers are online, and these social networking platforms are the primary source for researching travel information.  They are giving consumers the ability to choose and book hotels directly online more than ever.

Why Else You Should Care? : Online Community Credibility

Community boosts value and credibility online!

Do you remember when you used to take a vacation and then, once home, telling all your friends about the great and not-so-great experiences you had?  How many friends would stand around you and listen- 10, maybe 20 or 50?  Nowadays, we do the same thing but with one major difference.  We share our experiences with thousands of friends, family members, and even relative strangers.  We update our comments; add our media, photos, video and sound bytes to make it available to anyone interested.  And, we do it while we are still on vacation, miles and miles from home.

Let’s add some relevant figures to this point:

Social Network users are three times more likely to trust their peers’ opinions vs. advertising when making a purchase decision.

More than 60 percent of travellers prefer sites with recommendations from peers.

More than 35 percent of travellers have changed their hotel bookings based on what they read around the social platforms.

I believe that planning a vacation and choosing a hotel room are parts of a process, based on perceptions, expectations and belief.  Planning a vacation is akin to looking for a needle in a haystack.  We can hardly get a feel for the reality of our purchasing decisions until we physically show up and stand in the hotel lobby, swim in the pool, and lay on the bed.  The social networking platforms serve only to help us to empower our message, to let a perspective guest receive a better understanding of our service, ambiance, design, and to offer them the confidentiality to book it.

We have to learn to glean from these online communities the general voice of our customers, their insights, their needs and desires, and their ideas.  From there we can utilize these networking sites to generate, evaluate, and refine the perception of our product based on other consumers’ perspective.

Listening

We can develop a system of online communication through networking sites to pick up on users’ opinions continuously.  Given what we learn, we should use this information to make existing marketing strategies and campaigns more effective.

A while ago I uploaded some photos of our cooking class on Hotel Raito’s Facebook page (a member of the Ragosta Hotels Collection). This cooking class was a complimentary amenity offered exclusively to our hotel guests. Some community members voiced great excitement to participate in the cooking class and having the opportunity to  join our senior kitchen staff.

Because of the reaction and increased interest among users online, we were able to create a new program, targeted toward the wedding market, in which we invites guests to come and learn the “secrets to a happy marriage-” food.  This program is now open to any bride-to-be that has chosen our establishment for the wedding reception.  This time around we found enough demand for the program that we could fairly charge customers for the add-on experience.  The program became so popular and took off so quickly that we had to schedule more sessions then we ever thought we might need. By this winter, we are expecting that it will double in size- all due to online social networking.  The program generated enough interest in the hotel as a venue for weddings that we had a great increase of general reservations and bookings as well.  Again, our community asked for something specific, and we LISTENED very carefully to what they had to say.  Based on our reaction to our customers’ thoughts we have built a better product.

Embracing

More powerful and more challenging than listening- embracing means actually building new product and marketing ideas based on member input.

Last year, when we opened our small boutique hotel “Relais Paradiso” on Amalfi Coast, we were really open to the notion of creating a different approach to the market by introducing something new to the area.  We decided to open a discussion on an “invitation-only” social network platform.  Our community gave us all the answers to succeed.  Even the up-scale segment was very keen on booking a hotel with an “all-inclusive package,“ especially in a region where nobody was using  this kind of tool.  We embraced the input and created “The Key to Paradiso All Inclusive Package.”  At this moment it is the best selling package for the property.  But we don’t simply stop there.  We are keeping a constantly open ear to our community to better define the concept and make it more productive.

Interact

Good consumer interaction in this sense means reviewing internet sites to get immediate feedback from clients while “networking” with them and measuring performance in real time.

Don’t be afraid of bad reviews around the web.  Remember that each guest’s experience is unique to that guest.  You must learn to respect the criticism and use it as a great tool to measure your performance.  The most important thing is to interact with an upset guest.  Do not leave the review without making a comment visible to the community.  The availability of online reviews is a treasure for hoteliers, first because we have the possibility to explain ourselves and apologize for any inconvenience that occurred during the stay.  Second, we can go over the review with our staff to bring light to some of the problem areas or highlight a job well done.  I sometimes hear the negative opinions of other hospitality professionals regarding sites like tripadvisor.  This is a short-sighted response, though.  We have to embrace both the positive and negative feedback in order to improve the quality of the service we provide as every aspect of the world is becoming more integrated.

Actually, this is already happening in the online community.  Take, for example, tripadvisor and Facebook.  They have already formed a direct connection between them.  This means that you can reach and interact with a platform of millions of users on two different networks in one click.

Virtuoso® Reveals Where The Affluent Want To Venture Next

Virtuoso's Annual "Travel Dreams" Survey Shows the Top Picks of the World's Savviest Travelers

By Virtuoso

Published: Thursday, Jun. 27, 2013 - 12:08 pm

NEW YORK, June 27, 2013 -- /PRNewswire/ -- Virtuoso®, the luxury travel agency network renowned for creating exceptional experiences, has revealed findings from its seventh annual "Travel Dreams" survey, a poll launched earlier this year through the network's award-winning magazine, VIRTUOSO LIFE®. The forward-thinking survey invites readers to identify their travel personality by selecting their ideal destinations, vacation types, excursions, and ultimate trips of a lifetime. This year's responses came from nearly 8,000 of the magazine's readers – sophisticated travelers who rely on the expertise of Virtuoso travel advisors for advice, advocacy and access. The responses act as a 'wish list' for travelers and provide a roadmap for where and how the affluent plan to go next.

The survey revealed perennial favorites such as Australia, named the top dream destination for the third consecutive year, proving upscale travelers are willing to go the distance to fulfill their travel wishes. Europe, particularly Paris and Rome, were among the most coveted destinations, topping the lists for dream destinations, city getaways, and culinary trips. And whether a Mediterranean sailing adventure for two or a round-the-world excursion, cruising continues to rank high as experiences attracting the affluent.  A full list of results appears at the end of this release.

New this year: the survey identified five distinct travel personalities based on respondents' travel styles, whether they prefer relaxing on the beach or blasting off into suborbital space.

The Go-Getter (23% of respondents)

The Go-Getter is active, adventurous, and wants to see and do it all on their vacations

Trips of a Lifetime: Taking a world cruise, photographing the "big five" on an African safari, calling on all seven continents

Dream Destinations: Australia, Italy, New Zealand

Virtuoso recommends: Go-Getters can book the nine-day Swain Tour's family-friendly South African Safari to snap the "big five," explore Cape Town, and relax in a luxury resort complex. Multiple departures through October 31; doubles from $4,270.

The Connoisseur (23%)

The Connoisseur likes the best of the best and will indulge in food, wine, art, and architecture while traveling

Trips of a Lifetime: Taking a world cruise, renting a European villa, dining at Paris' starred restaurants

Dream Destinations: Italy, Australia, New Zealand

Virtuoso recommends: Connoisseurs can sample local wines and four-course dinners on a six-night cruise through France's Cote d'Or aboard French Country Waterways' Adrienne.

Multiple departures through October 27; from $5,295.

The Classic Traveler (20%)

The Classic Travelers are loyal to the places they love and will return multiple times to their favorite destinations

Trips of a Lifetime: Taking a world cruise, touring Italy's Amalfi Coast, riding the Orient-Express

Dream Destinations: Italy, Australia, Ireland

Virtuoso recommends: Classic Travelers can explore the Swedish, Danish, and Russian coasts on a 10-day Baltic cruise for two on board Crystal Cruises' Crystal Serenity, which was the Grand Prize for this year's "Travel Dreams" survey. Deluxe Staterooms start at $4,850.

The Relaxationist (17%)

The Relaxationist travels to get away from it all – to relax, restore, and rejuvenate

Trips of a Lifetime: Renting a private island in the Caribbean, taking a world cruise, sailing the Mediterranean on a private yacht.

Dream Destinations: Italy, Australia, the Caribbean

Virtuoso recommends: Relaxationists can rent the Casa Ventanas overwater bungalow on the private island of Cayo Espanto in Belize for a relaxing getaway. Doubles from $1,595, including meals, all beverages except wine, a $100 spa credit, and a bottle of Champagne.

The Trendsetter (17%)

The Trendsetter is all about what's new and next, and is an early adopter of emerging destinations

Trips of a Lifetime: Taking a world cruise, going on safari, calling on all seven continents

Dream Destinations: Australia, South Africa, Italy

Virtuoso recommends: Trendsetters can book a seat on the trip of a lifetime – Virgin Galactic– the world's first commercial spaceliner. Flights from $250,000.

Whether setting sail on a world cruise, enjoying a private island with family and friends, or calling on all seven continents, travelers of all types are interested in exploring every corner of the world. Survey results reveal the following: 

Top Trips of a Lifetime                        

Taking a world cruise          

Renting a European villa             

Photographing the "big five" on African Safari    

Renting a private island in the Caribbean     

Calling on all seven continents 

Galapagos Islands expedition         

Staying in Europe's top hotel suites

Antarctic cruise

Cruising Alaska's Inside Passage

Chartering a private jet

Top 10 Dream Destinations

Australia

Italy

New Zealand

Ireland

France

South Africa

The Caribbean

Greece

England

French Polynesia

Fantasy Islands                                                        

Greek Islands                                                        

Hawaiian Islands                                                  

Fiji                                                                        

The Caribbean                                                     

Galapagos Islands                                                 

Where to Make Dinner Reservations

Paris

Rome

Florence

New York City

New Orleans

Cities That Excite                                                    

Paris                                                                    

Rome                                                                   

London                                                                

Sydney                                                                  

Barcelona                                                          

Best Trips For Two

Mediterranean cruise

Paris in April

Caribbean resort stay

Roman holiday

California wine country                                                           

Where to Set Sail                                                      

European river/canal                                        

The Mediterranean                                            

Alaska                                                               

Australia/New Zealand                                    

World cruise                                                   

Favorite Family Vacations

African safari

Alaskan cruise

Ireland's castles and countryside

Galapagos Islands

U.S. national parks

Participants were eligible to win several prizes that could make their travel dreams a reality. One lucky traveler will enjoy the Grand Prize: a 10-day cruise for two in a stateroom verandah cabin aboard Crystal Serenity, sailing from Copenhagen, Denmark to Stockholm, Sweden. Five additional winners received $1,000.

The "Travel Dreams" survey, conducted between February 1 and March 31, 2013, yielded 7,908 responses. Please visit www.virtuoso.com for more information or to view the current issue of Virtuoso Life magazine, go to http://www.nxtbook.com/nxtbooks/virtuosolife/20130708/. To be connected with a Virtuoso travel advisor to reserve any of the above packages, please contact Virtuoso at 855-570-3830.

About Virtuoso Virtuoso® is the industry's leading luxury travel network.  This by-invitation-only organization comprises over 340 agencies with more than 7,200 elite travel specialists in 20 countries in North and South America, the Caribbean, Australia, and New Zealand, as well as over 1,700 of the world's best travel providers and premier destinations.  The network's member agencies generate over $9.6 billion annually in travel sales, making the group the most powerful in the luxury travel segment.  Their relationships with the finest travel companies provide the network's affluent clientele with exclusive amenities, rare experiences, and privileged access. Visitwww.virtuoso.com for information or go to www.youtube.com/user/VirtuosoTraveler to view Virtuoso's latest videos.

About VIRTUOSO LIFE: An award-winning upscale travel and lifestyle magazine, VIRTUOSO LIFE is the face of Virtuoso.  Distributed to the top clients of Virtuoso-affiliated travel advisors, it reinforces their relationship through cutting-edge personalization and one-on-one messaging.  VIRTUOSO LIFE artfully depicts highly customized luxury travel experiences enhanced by Virtuoso-exclusive products, access, and amenities. For more information, visit www.virtuosolife.com.

NERO Hotel Group launches the project NERO ART: art comes to life in the hotels.

NERO ART is the new initiative of NERO Hotel Group which entrusts to art – and especially to young and emerging artists – the ability to surprise and excite guests by offering a unique and exciting experience that enrich their stay and that can become a reason to choose their holiday.

“The willingness to go beyond the use of works of art as objects of furniture is behind the project, which involves direct contact with the artists, their work and their creative process,” says Gianluca Giglio, CEO of NERO Hotel Group. “Art “comes alive” in the hotels and offers guests an exclusive opportunity to be part of the unique and exciting time of the “artistic creation”. The intention is to transform hotels into real creative workshops. Besides, even hospitality is an art, and today the hotel becomes more and more a masterpiece of functional and emotional design: its meeting with the Art in the strict sense seems like a great combination and its natural evolution.”.

NERO ART is a collaboration between NERO Hotel Group and Startè, which promotes and supports contemporary art in Italy and worldwide – Los Angeles, New York, Strasbourg, Brussels, Stockholm, Sofia – through exhibitions in museums, public spaces and institutions, carrying out a mediation between Art and Business – in this case Hoteliers – and finding solutions beneficial to both.

Paolo Asti, President and Founder of Startè, comments on the project: “Italy is the country of beauty: nature has created an enchanting landscape and the ancient art has endowed her with a unique heritage. Today we have a duty to continue on the path of the pursuit of beauty, of which we must be modern manufacturers: I think NERO ART can become a creator of a new beauty and further enrich our country.”.

The project NERO ART, as well as involving the Italian artists who have already won the scenes of international contemporary art, it is also proposed to be a breeding ground for young talentS, reported by all the Academies of Art in Italy.

The introduction of “NERO ART Live & Inspired” events will be from June 27 to June 30 at Spazio Rosso, the exhibition market in favor of Anlaids to be held in Rome at the MACRO, Museum of Contemporary Art, the seat of an experimental project which hosts all the figures that actively participate in the creation and contemporary artistic and cultural production. On that occasion the works of several artists associated with the project will be on display and for sale.

Ma gia' lo sapevamo!! Soldi buttati, tanto per cambiare. 

Al di la' del fatto se lo studio andava fatto o non fatto fare, e concordo con Velardi che magari i soldi spesi si potevano tranquillamente risparmiare all'epoca, non ci voleva l'immenso lavoro del team del professor Becheri per capire la regressione del turismo in Campania (e non solo in questa regione).

Nel 2008 mi trovavo a San Diego per una conferenza con altri 700 albergatori provenienti da tutto il mondo e l'intervento del presidente di un consorzio di agenzie di viaggio americane mi lascio di stucco e decisamente amareggiato. Il personaggio chiaramente indico' il problema della "munnezza" napoletana, affermando che lui non avrebbe mai mandato i suoi  preziosi clienti in quei luoghi dove tutto questo veniva permesso. E ribadisco dove tutto questo veniva permesso

Aggiungo un po' di foto per chi se ne fosse dimenticato

Poi il problema sicurezza. 

Andando sulle pagine della piu' nota piattaforma sociale per viaggi "tripadvisor.com" si puo' avere un'idea abbastanza completa di come gli altri vedono Napoli ed i suoi dintorni. 

E se non bastasse questo, basterebbe navigare in giro per il web per capire la percezione che il mondo ha di questa regione ed in particolar modo del suo capoluogo (con qualche eccezione fortunatamente: Capri, la penisola Sorrentina, la Costiera Amalfitana).

US tourist mugged in Naples dies

Tourism Advisory Warning: Avoid Naples - Napoli, Italy... Crime, Filth, Danger!

Naples Warnings and Dangers

Tutto cio' purtroppo non e' piu' occultabile o per essere piu' chiari, sperare che venga dimenticato e quindi non visto.

Da uno studio effettuato qualche anno fa (quindi le percentuali al giorno d'oggi sono aumentate) il 75% degli americani che stavano per  organizzare un viaggio consultavano internet per informarsi sulla loro destinazione e ben il 57% veniva influenzato da cio' che leggevano (commenti sugli hotels, sulla destinazione eccc.), fino ad arrivare a fargli cambiare idea.

Quindi sempre per citare Velardi " le 556 pagine di fuffa" si potevano tranquillamente evitare, per un qualcosa che tutti sapevamo, e magari investire i soldi spesi sulla brand reputation di questa regione.

Brand reputation che non si fa solo con le grandi manifestazioni o con la partecipazione disgregata alle fiere di settore (che e' quasi ridicola) ma con ben altro.

Ma di questo magari ne parliamo un'altra volta

Christmas traditions in Italy - a story of a non secularized Christmas adapted from my short story, 'Natale In Italia' from Weird Little Travel Stories - by S P Mount

A fantastic writer and a very special and unique friend "the Goat"