الفهرس | Only 14 pages are availabe for public view |
Abstract Aim and objectives of the study This study aims to measure the relationship between hotels sales situation and guest feedback through online communication tools. This study aim was achieved by fulfilling three objectives: • To undertake a review of literature on different online communication tools used by hotels. • To identify the most important online communication tools by developing and distributing a questionnaire form among hotels‘ guests and conduct interviews with hotel directors of sales and sales managers. • To set recommendations in order to maximize hotels revenues through the posit ive effect of online communication tools. Primary sources : Quantitative and qualitative approaches will be used to address the objectives of the study, as follows: Conducting interviews with directors of sales and managers in hotels in order to identify the most important online communication tools used and to collect statistics. Developing and distributing a questionnaire among the guests in order to measure how could online reviews affect guest‘s choice. Recommendations Generating revenues is largely a matter of common sense and daily management practice. Simply requires managers to focus more on the new trends of generating and maximizing revenues. This study suggested recommendations to the managers in an attempt to maximize the positive effect of online communication tools on their hotels sales: Hotels managers should invest more in some tools like Hotel websites, booking websites, social media, eWOM, SMS and MMS, mobile applications, membership cards according to guests‘ preferences. Hotels managers should invest less in some tools like E-Mailing, online discussion forums, located-based services and video sharing & YouTube according to guests‘ preferences. According to guests online communications tools are easy to be used and they are affecting guest‘s travel decision; therefore these should be taken into consideration while designing a tool of online communication. The online communication tools should be always up to date and informative in order to satisfy guests‘ needs. |