Revfine.com1

📊 Starbucks shifted focus from average transaction value to customer loyalty, engagement, and lifetime value metrics. Their rewards program accounts for 40% of US sales, with members spending 2-3 times more than non-members. The article stresses the importance of general managers in hospitality tracking metrics like space utilization, daily guest spend, guest lifetime value (LTV), guest acquisition cost (GAC), net promoter score (NPS), sustainability, average length of stay (ALOS), user disengagement, staff turnover rate and cost, and employee net promoter score (eNPS) for competitive success and long-term growth.

🏨 68% of guests pay for a preferred view, while 78% prioritize room views, 75% balconies, and 76% better layouts. Upsell timing is crucial; guests are 24% more likely to accept a room upgrade and 48% more inclined for a different floor at check-in. Loyalty members, representing 83% who recently bought add-ons, expect personalized rewards. Communication preferences vary, with 51% opting for email and 40% in the US favor text messages. Offering control over stay details increases trust and likelihood of repeat bookings. Sources: Plusgrade Hospitality & Rail Study, 2024; Global Travel Segmentation Study, 2024.

📱 Global social commerce sales hit $992 billion in 2023, forecasted to triple by 2026. 98% of consumers may shop via social media within a year. Travel industry sees 87% of travelers seeking inspiration on social media, with 55% booking directly via these platforms. Instagram and Facebook facilitate direct hotel bookings, with features like Instagram’s Shop and Facebook’s Shops. Four Seasons saw a 23% boost in social media bookings through influencer partnerships. User-generated content (UGC) drives conversions, with Marriott’s UGC seeing 2.5x higher rates than brand content. Mobile shopping accounts for 79% of social transactions, and video content doubles conversion rates compared to images.

🛏 Occupancy is crucial for hotel revenue. To boost it, hoteliers can: 1) adopt broader revenue management beyond peak ADR focus; 2) incentivize direct bookings to save on OTA fees; 3) create appealing package offerings; 4) personalize guest experiences using data; 5) reposition room types competitively; 6) diversify booking channels, including OTAs and local collaborations; 7) employ dynamic pricing with automated tools adjusting rates to market conditions. These strategies can help hotels increase both occupancy and overall revenue health.

💸 The Lancaster Hotel in Milan, Italy, doubled its revenue and reached a 90%+ occupancy rate after implementing revenue management strategies with Franco Grasso's team in 2016. By 2017-2019, the revenue and Gross Operating Profit increased by 100%. In 2022, revenue rose by 15% compared to 2019, with a further 30% increase in 2023. The Average Daily Rate (ADR) grew from €106 in 2017 to €202 in 2023. The hotel also achieved Tripadvisor's Top 10 and a 9+ score on Booking.com in just six months.