69 – Client Success & Hotel Recovery Post-COVID-19

Suite Spot: A Hotel Marketing Podcast

In follow up to an episode produced in early 2020, this episode of the Suite Spot discusses the relationship with Travel Media Group’s Client Success Team and Hotel Recovery Post- COVID-19. Host Ryan Embree is joined by Client Success Team Lead Aislynn Roberts to update us on how hotelier sentiment has changed since the beginning of the pandemic. Ryan and Aislynn talk about the crucial role that hotel digital marketing plays in a hotel’s recovery, and the creative ways hoteliers are connecting with guests to accelerate their recovery pace. Aislynn shares some innovative stories from Travel Media Group hotel partners and includes best practices for hoteliers not yet seeing the revenue bounceback expected. This episode is a great tool for hoteliers looking to spark ideas for targeting and capturing occupancy. If you are looking for help or more information from Aislynn and her client success team call or text us at 407-984-7455. Suite Spot Podcast · 69 - Client Success & Hotel Recovery Post-COVID-19 Episode Transcript Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio. Ryan Embree: Welcome to Suite Spot where hoteliers check in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone, welcome to another episode of the Suite Spot. This is your host, Ryan Embree, thank you all for listening today. We're getting to a very exciting time - depending on where you're at right now - it could be frigid, frigid cold, but we see just on the horizon, the warm spring and summer seasons are coming just around the corner, which typically means for the hotel industry, a little bit of a boost in occupancy, which we could all use right now. So we are going to continue our theme of just recovery and accelerating speed towards getting that occupancy and ADR to "normal levels." We're seeing a lot of good news outside with vaccines that continues to see progress, were starting to see more and more people travel. We know that interest in travel is at an all time high. There's just so much pent up demand out there. So today what we're going to be talking about is one of the differentiators of Travel Media Group and partnering with us. And that is, not only do we provide you with the digital marketing solutions, you know, top of class solutions, but we also supply you with a team dedicated to our hotel partners. And we're going to really talk through the role of what we call client success team and where they fit in, in hotel recovery. So with me today, I have Aislynn Roberts, she is our client success team lead. Aislynn, it's been a while since you've been on the Suite Spot, but I want to welcome you again for coming on with me. Aislynn Roberts: Thanks Ryan. It's great to be here. Ryan Embree: And we've got a great episode for you today, but I want to start before we roll into it, with just for those who might be unfamiliar with the client success team, so I kind of gave a high level definition of what your team does, but just walk us through your role and the relationship that client success team has with Travel Media Group hotel partners. Aislynn Roberts: Yeah, sure, so the client success team works alongside our hotel partners throughout their customer journey with Travel Media Group. When a hotelier begins a partnership with us, they are assigned a dedicated client success representative that walks them through the program on boarding seamlessly to ensure their program gets off to a good start right away. We provide training to all team members before the start and ongoing as needed in times of turnover. And we stay regularly connected throughout The first 60 days of the program to ensure all team members are comfortable with the system and new processes, providing encouragement to them,