Quoting Higher Rates and Overcoming Objections Regarding Rate/Availability Restrictions
Doug Kennedy | February 6th, 2024
Complimentary Registration Now Open For Doug Kennedy’s Next Training Webcast: Contemporary Approaches for Upselling at Check-In
Doug Kennedy | January 8th, 2024
Marriott’s Ronald T. Harrison, Global Design Officer, on What it Takes to be a Great Leader (Video)
Cornell University School of Hotel Administration | January 21, 2015
Mr. Ronald T. Harrison, Global Officer, Global Design, Marriott International, on leadership attributes: Be a learner. Have tenacity and resiliency. Practice collaboration. Be willing to break status quo. Have a vision. ...
PolyU Studies Learning Preferences & Industry Engagement of Small & Medium Sized Tourism Enterprises
PolyU's School of Hotel and Tourism Management | January 15, 2015
15 January 2015 - The extent to which the proprietors of small-and medium-sized tourism enterprises (SMTEs) are motivated by career or lifestyle concerns determines their knowledge acquisition preferences and industry engagement according to Professor Brian King of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and co-authors. In a recently published paper, the researchers categorise the proprietors of Australian SMTEs as either "growers" or "lifestylers" and examine whether the two groups differ in their "preferred information and learning channels". The differences that emerge suggest that bu...
AHLEI Names North Carolina Restaurant & Lodging Association 2014 Outstanding PSA
the American Hotel & Lodging Educational Institute (AHLEI) | January 14, 2015
Orlando, Florida, January 2015 - The North Carolina Restaurant & Lodging Association (NCRLA), under the leadership of president and CEO Lynn Minges, has been recognized by the American Hotel & Lodging Educational Institute (AHLEI) for achieving the highest percentage increase in their year-over-year sales of AHLEI products among all American Hotel & Lodging Association (AH&LA) Partner State Associations (PSA) in 2014. According to Shelly Weir, AHLEI's vice president, domestic sales, NCRLA is the second dual association (restaurant and lodging) to earn this honor since AHLEI began offering the sales award, and the only du...
Carver Group Tops 100!
Carver Hotel Group | January 6, 2015
Carver Hotel Group enters 2015 with over 100 available Task Force Consultants ATLANTA, GA - January 6, 2015- Carver Hotel Group, the hospitality infrastructure powerhouse, continues the 2014 growth trajectory by entering 2015 with over 100 consultants available across disciplines, and targets 200 by end of 2015! Charlene "Charley" Carter, CHG's Vice President of Task Force makes her goal plain "We are hard core when it comes to Task Force! Our goal is to provide the right consultant, at the right time, who can walk in and make a difference the same day! " Disciplines available for immediate assignment include: ...
Say What You Mean – Do as You Say – Cornell Report Demonstrates the Power of Management Integrity
The Center for Hospitality Research | December 23, 2014
Ithaca, NY, December 23, 2014 - Taking actions that match your stated priorities - and not stating priorities you do not back up with action - are keys to effective management, as explained in a new report from Cornell's Center for Hospitality Research (CHR). The report, "What Message Does Your Conduct Send? Building Integrity to Boost Your Leadership Effectiveness," by Tony Simons, demonstrates the beneficial effects of management integrity in several industries, including banking, healthcare, and hospitality. "What we noticed in these studies is that it's essential not only for the manager to follow through reliably, but also to make ...
Cornell Study Finds that Loyal Sports Fans Focus on Complete Service Experience
The Center for Hospitality Research | December 17, 2014
Ithaca, NY, December 17, 2014 - The most loyal sports fans have very different expectations from first-time customers, according to a study published by the Cornell Center for Hospitality Research (CHR). The survey of more than 7,000 patrons of a major professional U.S. sport found that the most loyal customers took into account both core services (e.g., the game itself, food and beverage, and concessions) and supplementary services (e.g., parking, distances needed to travel at the event, the entrance gate) when they considered buying another ticket. By contrast, first-time customers focused mostly on the core service. The study, "It's ...
PolyU Study Finds Opportunities Abound for Medical Tourism in Korea
PolyU's School of Hotel and Tourism Management | December 17, 2014
17 December 2014 - To maximise the potential of its medical tourism industry, Korea needs to maximise its strengths, "utilise its opportunities, overcome its weaknesses and prepare for threats", argue Drs Samuel Seongseop Kim and Jinsoo Lee of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University. In a research paper published with a co-author, the pair investigate the general trends in the medical tourism market and how they affect Korea. By identifying the strengths and weaknesses in the Korean medical tourism industry, they show the path the country could take to "become one of the premier destinat...
Cornell Study Highlights Customers’ Role in Service Quality
The Center for Hospitality Research | December 10, 2014
Ithaca, NY, December 10, 2014 - A new study from the Cornell Center for Hospitality Research (CHR) examines how the location or context of a service facilitates or constrains customer-employee relationships and thereby affects service dynamics. Using the cruise ship as an ad hoc laboratory, the study identifies four types of service relationships in the shipboard environment: the passenger as expert, the passenger as manager, the passenger as friend, and the passenger as a team member. As explained in the CHR report, "Managing Context to Improve Cruise Line Service Relationships," by Judi Brownell, managers can use this framework as a t...
Tripartite Master of Science in Global Hospitality Business Launched by EHL, SHTM and UH
PolyU's School of Hotel and Tourism Management (SHTM) | December 9, 2014
By Ecole hôtelière de Lausanne, PolyU and University of Houston Conrad N. Hilton College of Hotel and Restaurant Management 9 December 2014 - Ecole hôtelière de Lausanne (EHL), the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and the Conrad N. Hilton College at the University of Houston (UH) and have joined forces to offer an exceptional Master's programme in Global Hospitality Business. Representatives from the three universities and industry leaders joined a conference on 8 December to officially launch the Master of Science (MSc) in Global Hospitality Business. Spanning across three conti...
SHATEC and PolyU’s SHTM Sign MOU to Launch Hotel Management Degree Program in Singapore
School of Hotel and Tourism Management | December 1, 2014
December 1, 2014 - SHATEC, the training arm of the Singapore Hotel Association, recently inked a Landmark Memorandum of Understanding (MOU) with one of Asia's top universities in hospitality and tourism management - the School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU). The educational partnership will see both institutions collaborate to deliver quality hospitality and tourism education in Singapore. The purpose of the MOU is to establish the collaboration between SHATEC and SHTM, by launching a degree programme in hotel management by The Hong Kong Polytechnic University in Singapore. With th...
PolyU and Hotel ICON Launch Second “Tomorrow’s Guestrooms” Competition; Focus on Future Room Design
PolyU's School of Hotel and Tourism Management | November 25, 2014
25 November 2014 - What is the hotel room of the future? How does it appeal to the next generation of connected world travellers? The School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU) and Hotel ICON are determined to find out with their designated rooms for research and development - "Tomorrow's Guestrooms". Following the success of the first round of the "Tomorrow's Guestrooms" competition last year with technology as the theme, the SHTM recently announced design as the theme of the second round. The "Tomorrow's Guestrooms Design Competition - The Hotel Room of the Future" is being held from ...
Cornell Study Introduces a “Canary” for Hotel Loan Delinquencies; Provides Metric for Early Warning
The Center for Hospitality Research | November 25, 2014
Ithaca, NY, November 25, 2014 - A study from Cornell introduces a new metric that gives an early warning of distress in the hotel mortgage market. This new "canary in the coal mine" is called the relative risk premium, which is based on the changes in the loan rates charged on hotel loans as compared to loans for office buildings. The relative risk premium is explained in a report from the Cornell Center for Hospitality Research (CHR): "Relative Risk Premium: A New "Canary" for Hotel Mortgage-Market Distress," by Jan A. deRoos, Crocker H. Liu, and Andrey D. Ukhov. All three are faculty members at the Cornell University School of Hotel A...
Aariana Hospitality International Is AHLEI’s Newest Partner in Malaysia
the American Hotel & Lodging Educational Institute (AHLEI) | November 13, 2014
Orlando, Florida, November 2014 - The American Hotel & Lodging Educational Institute (AHLEI) has signed an international partner agreement with Aariana Hospitality International, a new hospitality management company in Kuala Lumpur, Malaysia. The company offers management services, technical services, procurement, and training services, including pre-opening, performance management, and talent development. Aariana Hospitality International's executive team has more than 100 years of hotel experience and is led by president and CEO Reginald T. Pereira. Pereira was the CEO of the Malaysian Association Hotels, a position he held for se...
PolyU Studies Traveler Profiles & Behavior for Long-Haul vs. Short-Haul In-Bound Travel to Hong Kong
PolyU's School of Hotel and Tourism Management | November 11, 2014
11 November 2014 - The business tourism market is not homogenous, according to Professor Bob McKercher and Grace Ho of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University in a recently published research paper. The "filtering effect" of distance influences the tourist profiles and behavioural patterns of business visitors from short- and long-haul source markets. Focusing on in-bound tourists to Hong Kong, the researchers reveal that despite general similarities, the two types of visitor have different profiles and travel, activity and expenditure patterns. Knowledge of these differences, they argue...
Dr. Peter Ricci Scholarship, Through HSMAI South Florida – Now in Its 2nd Year
Florida Atlantic University (FAU) | November 7, 2014
A note from 2014 Dr. Peter Ricci HSMAI South Florida Scholarship recipients: Tara & Nicole Wengert As seniors in the Hospitality Management program at Florida Atlantic University, we have learned a lot about this unique industry. Being twins has allowed us to experience this journey together where we were also able to learn about ourselves as individuals. We first started our paths to the field by taking Culinary Arts at Atlantic Technical High School in Coconut Creek, FL. The passion that the people had in that field and their amazing and heartwarming personalities are what ultimately led us to our chosen major. Hospitality Managem...
NYU School of Professional Studies to Launch New Certificate Program in Conference Center Management
NYU School of Professional Studies | November 6, 2014
NEW YORK, November 10, 2014 – Conference centers today represent a distinct, highly complex segment of the global meetings industry, and today's managers face unique challenges that require appropriate skills and training. To help address the needs of this growing hospitality and tourism sector, the NYU School of Professional Studies Tisch Center for Hospitality and Tourism (sps.nyu.edu) will launch a new Certificate in International Conference Center Management this spring, one of the first noncredit certificate programs that specifically focus on international conference center management. Developed in consultation with the Internat...
Cornell “Cyborg” Study Focuses on the Combination of Technology with Customer Service
The Center for Hospitality Research | November 5, 2014
Ithaca, NY, November 5, 2014 - As the hotel industry ramps up its use of technology for guest service, a nagging question involves whether technology improves guest satisfaction, or whether technology gets in the way. A new study from the Cornell Center for Hospitality Research (CHR) demonstrates how to combine technology with personal service to maintain guest satisfaction. The study, "Cyborg Service: The Unexpected Effect of Technology in the Employee-Guest Exchange," by Michael Giebelhausen, is available at no charge from the CHR. "My colleagues and I have conducted several studies intended to find when guests like interacting with t...
AHLEI Awards Certified Guest Service Property Designation to Eleven Hotels in Palestine
the American Hotel & Lodging Educational Institute (AHLEI) | November 4, 2014
Orlando, Florida, November 2014-The American Hotel & Lodging Educational Institute (AHLEI) has awarded 11 hotels in Palestine with the designation of Certified Guest Service Property. To achieve this certification, the properties had to train with AHLEI's Guest Service Gold® training program and certify all front-line staff as Certified Guest Service Professionals (CGSP®). Diyafa Hospitality Management & Consultants Group, AHLEI's partner in Palestine, introduced the Guest Service Gold® training as part of an extensive two-year hospitality training and certification project funded by USAID-the Compete Project and in cooperati...
LRA Worldwide CEO Rob Rush Invited to Dean’s Distinguished Lecture Series at Cornell University
LRA Worldwide, Inc. | November 4, 2014
Horsham, PA, USA: November 4, 2014- LRA Worldwide CEO Rob Rush will participate in the Dean's Distinguished Lecture Series at the Cornell School of Hotel Administration (SHA) on campus in Ithaca, New York on November 7. Rush, Cornell Class of '77, will recount to SHA students his journey through the hospitality industry in building his company, LRA Worldwide, into the leading provider of Customer Experience Measurement services for the global hospitality as well as a number of other industries. For 85 years the Dean's Distinguished Lecture Series has been a highlight of the SHA academic program, giving students an unparalleled opportuni...
Ready for Chip & Pin? Maestro PMS Certified for Chip & PIN Credit Card Processing in North America
Maestro Property Management Solution | October 29, 2014
Did You Know That Fraudulent Credit Card Transaction Liability Shifts in October 2015? Here's What Hoteliers Need to Know to Protect Themselves Markham, ON - October 29, 2014 - Maestro PMS announced the Maestro Property Management System Suite (PMS) is certified for Chip & PIN processing for North American hotel operators. Maestro will provide support for multiple payment card processing providers that accept Chip & PIN payments. Maestro PMS is the leading provider of solutions that increase revenue and create efficient, profitable operations for independents. For a demo of the Maestro Property Management Suite please contact M...
PGA National Resort & Spa Receives Certified Guest Service Property Designation
the American Hotel & Lodging Educational Institute (AHLEI) | October 23, 2014
Orlando, Florida, October 2014-The American Hotel & Lodging Educational Institute (AHLEI) has awarded the PGA National Resort & Spa the designation of Certified Guest Service Property. The property, located in Palm Beach Gardens, Florida, completed AHLEI's Guest Service Gold® training and certified all 29 front-line employees as Certified Guest Service Professionals (CGSP®) to earn the designation. Sheila Hills, Human Resources Training Manager for the resort, ran two different training sessions in order to make the training accessible to all of the employees from multiple departments who participated. "Everyone seemed to real...
Restaurant Customers Are Ready to Use Guest-Operated Payment Technology, Says Cornell Study
The Center for Hospitality Research | October 22, 2014
Ithaca, NY, October 22, 2014 - As the U.S. restaurant industry gradually rolls out guest-operated payment technology, a Cornell study finds that restaurant guests are enthusiastically ready to use smartphones and table-top tablets to pay their bill. In a survey of nearly 1,300 U.S. consumers, the study found that the consumers rated paying with technology significantly higher than the traditional payment method that involves handing over a credit card. The study, "Ready and Willing: Restaurant Customers' View of Payment Technology," by Sheryl Kimes and Joel Collier, is available at no charge from the Cornell Center for Hospitality Resea...
Cornell Studies Demonstrate How Eye Tracking Creates a Window to Consumers’ Thoughts
The Center for Hospitality Research | October 17, 2014
Ithaca, NY, October, 2014 - A recent exploratory study sponsored by the Center for Hospitality Research (CHR) at Cornell University sheds new light on how consumers choose hotels by demonstrating how to use eye tracking paired with in-depth interviews to uncover precisely what prospective guests look at-and think about-while they are searching for lodging online. Until now, the reports published about how people choose hotels online have mostly been based on surveys or on capturing clickstream data to map how users navigate from page to page. This new study, which is explained in a pair of reports by researchers Breffni M. Noone and Ste...
Carver Hotel Group Taps Robert Dann to Lead Expansion
Carver Hotel Group | October 15, 2014
ATLANTA, GA - October 15, 2014- Carver Hotel Group (CHG) has named Robert (Rob) Dann as partner and Chief Operating Officer, according to CEO Joel Carver. A 30-year industry veteran with an exceptional track record in strategic planning, portfolio/asset management, and operational execution, Dann previously served as Chief Operations Officer of Campus Crest Communities in Charlotte. Prior to that, he was president of Minneapolis-based CSM Lodging, where he oversaw a portfolio of 38 hotels generating $165 million in revenue. "In developing strategic expansion plans for spring boarding CHG to the next level, we looked for an exceptio...
