Hoteliers' Voice S2E11 - 1859 Historic Hotels - the power of word of mouth

Josh Henegar the Corporate Revenue Director at 1859 Historic Hotels explains why word of mouth marketing is more important to revenues than it has ever been. With 10 hotels in three states, 1859 Historic Hotels is anchored in the history and traditions of its locations, celebrating and honoring the culture and community that makes each one unique.From its home office in Galveston, Texas, 1859 Historic Hotels provides a central foundation for hospitality and culinary teams spread across three states, as well as an important resource for preserving the history and traditions of each hotel.In this episode we explore how the group understands the guest experience and the way it uses guest feedback to maintain satisfaction, the importance of sentiment analysis and the tools that allow them to it effectively to continue delivering great guests experiences. Josh explains Why understanding the guest experience is so importantThe revenue factors involvedHow they use data and insightsThe tools they use   The key complaints from guests today For more of Season 2 Hoteliers Voice visit https://www.haynesmarcoms.agency/hoteliers-voice-seriesThanks to SHR for putting us in contact with Josh to learn about how Maverick CRM uses guest feedback and reviews through ReviewPro. This is an independent episode not sponsored. Listen to more episodes of the hospitality industry podcast Travel Market Life and subscribe for the latest news at http://travelmarket.life/ Follow us on LinkedIn for more thought-provoking content: https://www.linkedin.com/company/travel-market-life/ Do you have a story to share about technology, digitalisation or culture changes within the hospitality and travel industry? We'd love to hear what your company is doing and the impact it is having. Please contact us through http://travelmarket.life/