Implementing Customer Relationship Management †MyAssignmenthelp

Question: Discuss about the Implementing Customer Relationship Management. Answer: Introduction: I share the writers view on the topic concerning hotel from a rooms management prospective. According to the writers view concerning hotel bookings, the type in which guests use to request for reservations impacts the amount of revenue which hotels get. If for example reservations are made through OTAs, some revenue which could have been received by hotels goes to the OTAs. The writer also argues that some aspects like age determines the method which a guest chooses for booking. This is very true because people who are above the age of forty mostly prefer using online travel agencies as compared to those below this age. I believe the writer was correct in mentioning that OTAs have come up with various tactics to get more sales than hoteliers. In the business world, maintaining customer loyalty is quite fundamental (Akazue, 2016). Introducing key strategies of attaining new and maintaining current customers like family/friend recommendations, personalized offers and recommendation tailored by OTAs will keep them attracting more customers. Should the authors consider any other factors in trying to generate direct reservations and thus increase occupancy, ADR and revPAR? The writer should consider other factors in trying to generate direct reservations in order to increase occupancy because apart from the ones considered, there are others which can play a key role. Satisfaction is one of the other factors which the writers could have considered because it increases the chances of customers to prefer using a service from one organization than the other (Rahimi, 2014). This means considering to ensure the clients receive full satisfaction from direct reservations can play a significant role in increasing Occupancy, ADR and revPAR. Other factors which the authors should have considered are the advantages which customers get when they make direct reservation. This is because a customer will always seek for services through where they realize cost saving advantage. These factors would include being given one of the meals free, or any other factor which can give the customers cost advantage. The writer should have also considered another factor like the friendliness of the hotels website. In some cases, customers and especially those with little knowledge will always prefer book reservations using websites which are user friendly (Nayak, 2013). If the hotels website is complicated, then the customer will seek the service from OTAs. Other factors which the writer should consider include reliability of the hotels direct reservation websites, professionalism of the customer care personnel and so forth. There is a connecting issue between considering other factors in trying to generate direct reservations and most customers booking reservations through OTAs because based on the writers view, there are several factors which make most clients to prefer booking reservations through OTAs. The only way of addressing these issues to increase occupancy, ADR and revPAR is by considering to introduce other factors which would make the customers to realize the importance of direct reservations (Mohajerani, 2013). Revenue and number of guests in hotels can only be increased though ensuring maintaining current and attracting new customers. This can only be attained by ensuring there are unique factors which makes the customers to prefer being associated with a particular hotel and not the other. References Akazue, M. I. (2016). Enhanced Hotel Management Information System for Multiple Reservation Booking. International Management Review, 12(1), 65-89. Mohajerani, P. A. (2013). Customer Satisfaction Modeling in Hotel Industry: A Case Study of Kish Island in Iran. International Journal of Marketing Studies, 4(3), 65-96. Nayak, S. (2013). "Defining Service Quality for a Boutique Hotel from a Business Traveler Perspective". Asia Pacific Journal of Management Entrepreneurship Research, 2(1), 87-90. Rahimi, R. (2014). Organisational Culture Perspective and Implementing Customer Relationship Management (CRM) in Hotel Industry: Case of a Chain Hotel in the UK. European Journal of Tourism Research, 8, 56-69.