Guestline

Guestline are experts in cloud-hosted property management, distribution and digital marketing technologies for the hospitality industry. The solutions enable independent hotels, groups, pub companies and serviced apartments to achieve maximum occupancy at the most profitable rate.

Rezlynx Property Management System

Guestline’s Rezlynx PMS is a fully configurable, PCI compliant property management system to enable any sized hotel or group to manage their bookings and operations efficiently and profitably. It is updated in real-time, and incorporates a comprehensive rate and availability management tool to ensure that revenue is maximised at every opportunity.

Secure Payment Solutions

Our secure payment gateway enables hoteliers to process card payments in a PCI compliant way. Our clients benefit from a safe and secure method of storing and processing credit card details which can form part of the hotel’s overall PCI compliancy policy.

Guestline Support

Offering ongoing UK support 365 days a year, our service commitment goes far beyond just our technologically superior software solutions to deliver outstanding quality and reliability.

Channel and Distribution Manager

Guestline’s Channel Manager distributes your live inventory to a wide range of Online Travel Agencies (OTAs) and the Global Distribution System (GDS), with minimum effort and cost. It can be seamlessly integrated with Rezlynx PMS so that bookings, regardless of their source, flow directly into the PMS without the need for time consuming manual data entry and allocation.

Wednesday, 30 November 2016

How to spy on your competitors - without leaving your office!

Our partners, GuestRevu have shared the following article about how to use online information to define and refine your competitive edge for 2017.

The tourism trade contributed about US$7.2 trillion to the global economy in 2015, and with so much wealth at stake, you can be certain that the accommodation market is going to remain hugely competitive. Unfortunately for hoteliers, differentiating your hotel from the competition can be pretty tough – essentially, you and your competitors are selling a place to sleep.
Fortunately, though, your guests are buying much more than that – they are buying an experience. Differentiating yourself from your competition entails understanding the experience you are providing, and the experiences your competitors are providing, from the guest’s perspective. These days, social media and online reviews allow you to do exactly that.

The festive season is an ideal time for hoteliers to keep an eye on what is being said about their own hotels, as well as their competitors’. The increased number of reviews allows patterns in feedback to be more easily discerned, the increased number of travellers allows you to see the hotels and your area from multiple perspectives, and the heavier workload means that any faults will be much more likely to come to the fore.

Keeping an eye on what guests are saying online about you and your competition can help you discover what makes you unique, and therefore what you should be highlighting on your website, social media, online travel agent listings and other promotional material for 2017, and can help you make the changes to your operations that will help you differentiate your hotel from the competition next year.


Closely reading online reviews of both your own establishment and your competitors’ hotels will show you what travellers loved and hated about their experiences, and what they think will matter to the other travellers who will be reading the reviews when they plan their trips.

Learn how to read between the lines of online reviews
Social media provides a slightly different perspective, as guests often post during their stays (rather than once they get home, as in the case of reviews) and their posts are not necessarily composed with other travellers in mind, rather they are simply sharing their travel experiences in the moment.

Watch for patterns
Anything that is mentioned frequently in reviews (or ignored frequently) can give you fodder for your marketing material (and may even give you some ideas for improving guests experiences).

For example, if you notice that your competitors’ guests often mention the wonderful experiences they have had at particular nearby tourist attractions, you know that publicising your proximity to these attractions will make visitors more likely to consider your hotel.


Identify gaps that you can fill
You can also use this information to create offerings that will help to differentiate your hotel from the competition – in the above example you could consider offering free transport to the most popular attractions, and, of course, publicising this offer.

You can then use this information to derive themes, and spot areas where you can fill a gap and differentiate yourself from your competition, and determine where your competition has the upper hand.

Create unique offerings based on what guests want
Keeping an eye on your online audience, and that of your competitors, will help you to gain a better understanding of your prospective guests likes and dislikes. If you can understand your target market well enough, you may be able to cater better to their desires than your competition.
For instance, you could take note of the kinds of activities that travellers in your target market tend to enjoy, and put together special packages for next year that include these activities at discounted rates (you might also want to offer these packages exclusively to guests who book direct to help you curb spending on commission in 2017).
Find out what you have that can't be copied
The Umaid Bhawan Palace (which was voted the world's best hotel on TripAdvisor for 2016) is a functioning palace and is still the residential abode of royals. The hotel staff are the same staff that service the royal family, and a brief browse through the hotel's online reviews will show you that the guests notice this, that it permeates the palace and colours their experience if it. Other hotels, no matter how luxurious they are and how well trained their staff are, cannot imitate this.

While your hotel might not be the seat of royalty, there will always be something that makes you unique. Keeping track of what guests mention frequently online can help you to see where your unique strengths lie. For example, your hotel might be situated closer than any of your competitor's hotels to one of the activities guests frequently mention online – make sure that people know about this.
Make the most of what guests have said
Your future guests are much more likely to believe what people similar to them tell them about your hotel than they are to believe what you tell them – use your past guests positive comments (or social proof) to highlight something that your hotel does better than your competitors.
Consider a review collection and online reputation management partner
Of course, the more feedback you get the better, so employing a review collection system that automatically asks guests for feedback can help you greatly in determining what your guests are enjoying most, what really makes you stand out, and where you need to work harder.
Many review collection systems also offer online reputation management features as well, which can help you keep track of reviews of your property from multiple sources, as well as help you to keep an eye on what's being said about your competition online.When pressed for time, as hoteliers almost always are, it can be tempting to only pay attention to reviews and mentions of your own hotel, but this will not help you to define your competitive edge. When you know what the competition is selling, you can be certain of where your product outstrips theirs, and you can discover your unique selling points more easily. If you believe in your product and are confident of its merits, potential guests will sense this, and be more inclined to choose to stay at your hotel.
For more information on Guestline's integration with GuestRevu (our review collection and online reputation management partner), please email sales@guestline.com.

Friday, 25 November 2016

Revenue management is for life - not just for Christmas

With the festive period just around the corner, we’re sure you’ve already pulled out all the stops to promote your wonderful festive packages and amazing food and beverage offering. While you’re looking forward to the big day and of course all the joy it brings, there must have been a number of questions you asked yourself in the run up to the grand reveal of the “Christmas Package of the Century” – have we out done the competition? Will our offer be as eagerly anticipated as the “John Lewis Advert”? How will we let the wider world know about the tasty treats and fantastic seasonal offers we have in store for them?

Of course a lot of thought - not to say, blood, sweat and tears – will have gone into what you’ll provide and of course Chef is there, ensuring he receives every penny of his allocation as part of the divine packages you’ve set out for this year’s extravaganza. My question is simple: You’ll be pleased to know it’s not whether you’ve been naughty or nice! I’d rather know whether you dedicate as much time and thought to packages throughout the year? Have you mapped out a few options on how you can drive direct business over trough periods? And more over, how can you attract more guests directly without the reliance on increasing commissions and offering inventory to distress channels?

Whist we all may wish for World Peace – our owners and GM’s may also want great revenue and reduced commissions, fabulous feedback by happy guests with higher incremental spend and of course, all the joys the season brings; this should be the aim for every day of the year though – and not just for Christmas. Speak to us on how we can help you drive the three pillars of wisdom (see, what I did there? Not just Three Wise Men) of good distribution principles – Digital Marketing, Distribution and of course Revenue Management.

Guestline offers a range of revenue management consultancy services - Find out more here

Tuesday, 25 October 2016

In the Hot Seat with Adam Willcocks from Thurlestone Hotel

We love getting to know our clients and finding out more about the fantastic properties that use Guestline software. This month we have got to know Adam from the Thurlestone Hotel.

Name – Adam Willcocks

Hotel – Thurlestone Hotel – www.thurlestone.co.uk

Describe your hotel and its facilities – The Thurlestone Hotel, near Salcombe, is a luxury four star hotel with stunning coastal views in South Devon, offering first class accommodation with spa, golf and leisure facilities.  Down winding Devon lanes, past thatched cottages to the award-winning hotel that has everything you could possibly need within its 19 acres of gardens for the perfect break just five minutes’ walk from sandy beaches.

Owned by the Grose family since 1896, it is the oldest family run hotel in the UK. Its tradition of exceptional service and warm hospitality has made it the choice for guests seeking relaxing, luxurious holidays for more than 100 years. Non-residents are welcome.

Describe your job in a nutshell – As the assistant food and beverage manager, I am responsible for the operation of the four bar areas within Thurlestone which includes our very own pub the Village Inn. It is my responsibility to ensure the team are given all of the necessary tools and training to deliver great service to our guests.

What’s sets your hotel apart from the rest? – The location of the hotel for me really sets us apart from other hotels in our surroundings. Once you arrive at Thurlestone we ensure our guests are in a world of their own, ensuring we exceed our guests expectations so they wish to return. Another major factor that sets the hotel apart is the family tradition. The Grose family have owned and managed the hotel for 120 years generation after generation.

What’s your favourite thing to do in your local area? – On a sunny day you cannot beat getting into flip flops and shorts, taking a walk along the coast and ending up at the local beach house. Serving a great array of local fresh seafood from salcombe, from hot chilli and garlic prawns, steamed mussels & clams, getting stuck in with your fingers is pretty much compulsory!

What are the first 3 things you do when you come to work? – As I am often working a Duty Manager shift, I walk around the hotel checking public areas and saying good-morning to all the staff and guests. Then I will ensure breakfast service is proceeding smoothly assisting where necessary, by this time it is usually around 10am and I begin preparing for our 10.30 morning meeting with a cup of coffee and begin checking emails and my daily planner.

If money were no object what would you have at your hotel? – Here at Thurlestone I would love to have an open hot tub on the roof (fourth floor) with a champagne bar in reaching distance. This shall give me a 360 view over the sea and the village!!

What’s the most embarrassing thing you have done at work?
There are probably too many to mention however evacuating the hotel at 2am one morning due to a fire alarm (thankfully a false one) in my pyjamas is probably up there!

What’s your guilty pleasure? – Galaxy Caramel Chocolate

If you could describe yourself as a cocktail which one would you be and why? – If I could choose a cocktail it would be a ‘Key West Cooler’ this drink is made up of a mixture of spirits and juices. This drink is then layered making 3 different colours. The colours reflect my personality as being quite bright and vibrant.

What would you do if you won the lottery this weekend? I would take a group of friends away on holiday to the Maldives and have a great chill out week. Over indulge in champagne whilst absorbing the sun and sea.

Monday, 24 October 2016

Guestline's latest newsletter is out

Every other month Guestline release a hospitality newsletter covering the latest news from around the industry and Guestline’s latest announcements.

In this edition hear from Phil Davidson, CEO at Guestline, get to know Adam Wilcock’s from the Thurlestone Hotel and meet the new Chairman David Roche.

For hoteliers thinking about switching software, we have an article explaining the installation process and on page 14 you will find a directory of upcoming hospitality events.

Guestline have recently undergone a website over haul, you can find out all about this, and how you can benefit from a new website on pages 17 & 18.

If you would like to be featured in the next issue, please do send an email over to marketingteam@Guestline.com

Please feel free to share this newsletter across LinkedIn, Facebook and Twitter – We would love to hear your thoughts!

Click on the image or download the pdf version here

Tuesday, 4 October 2016

Leave Guestline a review and we could be sending you a Hotel Chocolat hamper to say thanks!

Hotels, serviced apartments and pubs strive for positive reviews – and this is the same for suppliers too.

When researching the market and looking at changing your software provider, customer reviews can have a real impact.

We would love to hear your feedback and increase our reviews on Google, Facebook and Capterra so we thought, what better way to entice you to leave your feedback than chocolate? Our last hampers went down a treat with those selected!



Over the next 14 days we will be giving 4 Hotel Chocolat hampers away to randomly selected people who have left a review on any (or all!) of the below platforms.

Do you have a favourite piece of functionality? Has a particular member of staff gone above and beyond to help you? Has Guestline helped your hotel drive revenue? We want to hear from you!

To leave a review on Google click here.

For Facebook go to Guestline’s company page and rate Guestline out of 5 using the stars – please leave a comment too!

For Capterra (a list of business software solutions), your review can be left here

Please leave your review on as many of the platforms as possible, we look forward to reading them!


T & C’s
The competition will run from Tuesday 4th October 2016 – Tuesday 18th October 2016.
Winners will be announced within 1 week.
This competition is open to UK entrants only, aged 18 and over.
Guestline’s decision is final and we reserve the right to change or remove competition at any time. No cash alternative.

Good Luck!

Monday, 26 September 2016

Why guests choose pubs to stay in

As standards across the pub industry continue to rise, more customers are choosing the pub as the place for an overnight stay. Your guests will come for many different reasons but do you know why they choose you?

Stay in a Pub, the pubs-with-rooms website with more than 1,500 listings, has shared its most popular search terms with Inapub.

Get in contact with Guestline here to find out about upcoming events for the pub industry.
And in no particular order, here's what people are looking for.

1. 'Holiday ideas' / 'Beach holidays'



Nearly half of people (41 per cent) prefer to stay in a pub rather than other options such branded hotels (23 per cent) and B&Bs (11 per cent).

When you look at the result of that Stay in a Pub survey along with VisitBritain's estimate that 36.7 million tourists will head to these shores in 2016, it's not hard to see the opportunity for pubs.
St Austell has plenty of pubs that provide holidaying opportunities in the South-West.

Accommodation manager Candace Jury says that most searches are based on location. "Across the managed and tenanted estate we definitely have more rooms than we used to. Within the managed estate accommodation sales have increased by about 30 per cent compared with five years ago," she says.

2. 'Pet-friendly holidays' / 'dog-friendly pubs'



We are a nation of dog-lovers and many people prefer to take their pets with them rather than burdening friends or paying for kennels.

The rooms at The Queens Arms in Corton Denham, Somerset, have been given five stars by the AA. One caters specifically for dogs (and their owners) and features a wooden floor, wet room, dog towel, and a bed in a cage. The pet-friendly pub also has bowls or water and treats throughout.

3. 'Country escapes'



The Roebuck in the Sussex village of Laughton has four letting rooms that prove popular with those looking for a rural retreat.
Licensee Tony Leonard, who re-opened the pub last year and gave the rooms a British beach holiday vibe, says: "Sussex is a great place for people to come and visit. We also find that Glyndebourne [opera house] brings a lot of people here.

Our Sussex breakfast, which is all locally sourced, is extremely popular too. It is something people don't really cook at home any more and it leaves the final impression of a stay."

4. 'Walking'



Pub-goers are more active than they have ever been and for many your pub will be the perfect place for a stopover after a day of exertion in the local area.
Iain Huddy, general manager at Brakspear's The Running Horses in Mickleham, Surrey, says the rooms are filled with workers in the week and walkers at weekends.

"At weekends, we get a lot of Londoners looking to escape to the country. We're only an hour's drive away and we're right on Box Hill. They can walk, enjoy the views across the Surrey countryside, then come back for a drink at the bar and dinner before taking a few steps to their room."

5. 'Cycling'

The ever-successful GB cycling team has a lot to answer for — an abundance of Lycra on the roads for one thing.
There are also more cyclists looking for stop-offs as they take part in holidays and charity challenges. The Roebuck welcomes cyclists and even sells puncture repair kits over the bar.

6. 'Brewery tours'

 
Beer fans are thirsty for new experiences and you don't have to be in Burton or near one of the bigger breweries.
At last count there were around 1,500 in the UK, so there's bound to be one nearby. Even if guests don't want a tour many who stop over will want to sample local produce. Tony says: "Our nearest breweries are Harvey's and Burning Sky, and we always have beers on from both of those."

7. 'Special offers' / Late deals

People are always on the lookout for a bargain. If the rooms are not selling out discounting the price could bring more people in and increase your take on food and drink. That's the beauty of guests who stay, they generally want to eat and drink with you too.

Stay in a Pub


Stay in a Pub, which launched in 2015, recently teamed up with VisitEngland and online booking agent Eviivo to compile best practice guidelines for pubs that have accommodation. They cover everything from serving breakfast to marketing your rooms, recruiting the right staff and using social media.

Stay in a Pub founder Paul Nunny says: "With more UK residents choosing to explore their home country, as well as an increase in tourists from abroad, 2016 looks set to be a good year for pub accommodation."



Matthew Eley
Matt Eley is the Inapub editor. Follow him on Twitter @mattheweley

Tuesday, 20 September 2016

Take full control of your propertys website

Long gone are the days where hoteliers needed to rely on a 3rd party web agency to manage, maintain and update their own website in order to stay current and on top of their game. With technology and more noticeably, website functionality, evolving at a spectacular rate, it is of no surprise hoteliers can now take full control of one of their most important assets – their hotel website - with an editable CMS (Content Management System)!

No longer do hoteliers need to pay every time they upload a special offer or need to change an event on the website - hoteliers can bring the day to day management in house and reduce costs whilst gaining the ability to update and upload at the click of a finger.

Having an editable CMS enables hoteliers to upload special offers and events as and when they happen – all in an instant. Imagine the scenario…there’s a festival being hosted and tickets have just been released, within 10 minutes you can have a specific landing page available with room booking details directing all guests to your online booking platform. Pair this with a successful e-mail campaign (see our previous blog) and hey presto, you are one of the first property’s with availability being advertised as and when the details are released! Not only will you potentially avoid agency fees for every change, but it will help maximise revenue opportunities at all times.

An easy to use, intuitive and functionality-rich CMS is now on most hoteliers wish list, is it on yours?

**** Guestline’s latest product, Guestline Digital/ WebSuite has been launched with fantastic results. With an experienced and superior design team, integrated with cutting edge booking functionality and teamed with hospitality experts – WebSuite is the perfect solution for your hospitality digital needs. Arrange a demonstration here. ****

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