The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4th, 2024
Crafting a Unique Employer Brand for Today’s Talent Market
Veronika Mercier | August 14th, 2024
Is the Connected Trip the Next Big Thing?
Max Starkov | November 1, 2024
By Max Starkov, Hospitality & Online Travel Tech Consultant Booking has been working for five years to add air, experiences, car rental and other travel components, which in their view provides a better experience for travelers and better returns for the company. How promising is the connected trip concept? First of all, this concept is not new. For 175 years traditional tour operators have offered “connected trips” in the form of tour packages, and in the last 60 years - beach and ski vacations with charter flights. Booking.com’s main rival - Expedia - has been pushing the so called “connected trip” (a trip that includ...
Event Tourism: How Music, Sport, and Film Shape Destinations
EHL Insights | November 1, 2024
From Taylor Swift’s record-breaking concert tours to Mega-Sports events and the surge of screen tourism inspired by hit shows like HBO’s The White Lotus, these phenomena are transforming travel patterns worldwide. The allure of mega-events and on-screen destinations can generate substantial short-term economic boosts, yet they also bring challenges. Dr. Isabella Blengini, Associate Professor of Economics at EHL Hospitality Business School, delves into the complex and multi-dimensional impacts of event tourism and pop culture tourism. As the tourism industry rebounds from recent downturns, event- and pop culture-driven travel is playing...
ToursByLocals Reveals 2025 Travel Trends: American Travelers Focus on Experiences, Domestic Exploration and Booking Direct
ToursByLocals | October 31, 2024
VANCOUVER, British Columbia--Global private tour marketplace ToursByLocals has unveiled its first-ever 2025 Travel Trends Report, offering an in-depth look at the shifting desires and emerging priorities shaping how Americans will explore the world next year. Drawing insights from a proprietary survey of 1,000 U.S. travelers aged 21–90, the report reveals key trends driving the industry forward, from an increased focus on meaningful experiences to the growing influence of Gen Z. "Today’s traveler seeks deeper connections and cultural enrichment, approaching each trip with greater intention," said Lisa Chen, CEO and President of Tour...
Managing Significant Change Through Hotel Projects
Stewart Kiely | October 30, 2024
Ownership and influential stakeholders are entitled to make changes to hotel projects. It’s their dream and foresight that you are delivering. However, deciding to make a significant change in the direction of a project requires a careful, balanced approach to maintain stakeholder alignment and ensure project success. Here’s a quick synopsis of how to navigate such a scenario: 1. Stay calm, think clearly and stay professional Change is part of the project landscape. It’s important to remain calm, professional, and open-minded. As the project director, your attitude will set the tone for the team and stakeholders. 2. Understand...
How To Be a Successful Hotel General Manager
EHL Insights | October 29, 2024
In the current climate, hoteliers are constantly seeking ways to become better hotel managers, opportunities to advance their careers and distinguish themselves in what is a competitive industry. This blog serves as a vital resource for hotel management professionals who aspire to elevate their skills, expand their networks, and embrace the latest trends and innovations in the field. Whether you are aiming for personal career growth, wanting to enhance guest experience, or seeking strategies to optimize your operation, you will find valuable insights and practical advice here. Discover the 5 transformative steps that will not only im...
Navigating AI Strategy: Beyond the Hype to Real Business Value
Mark W. Munger | October 29, 2024
Introduction As a technology consultant working with business leaders across industries, I consistently hear variations of the same question: “I know AI needs to be a priority, but how does it actually fit into MY business?” It’s a valid concern, especially given the intense media focus on AI and the pressure to “keep up” with technological advancement. This article aims to provide clear, actionable insights, backed by recent research and real-world examples, on how to approach AI strategy in your business. Rather than theoretical possibilities, we’ll focus on practical implementation and proven results. The Two Paths to ...
Government Action Needed To Boost Vital £32bn UK Visitor Economy
IHG Hotels & Resorts | October 29, 2024
Strong industry-Government partnerships are key to ensuring the UK's visitor economy continues to thrive, according to a new report by the British Chambers of Commerce (BCC) in partnership with IHG Hotels & Resorts. To help grow the tourism, hospitality, events and attractions industries, the report makes a series of recommendations to policymakers. It calls on Government to: Reform apprenticeship funding in England to support more training opportunities by firms in the visitor economy Reform business rates by reducing the multiplier for both small and standard rates Reconsider the evidence around tax free shopping for vis...
Visual Matrix Supports AHLA & AHLA Foundation To Promote Human Trafficking Awareness Training, Support Alongside Expanded Access to Housekeeper S
Visual Matrix | October 28, 2024
Hoteliers gain expanded knowledge and support in the fight against human trafficking Richardson, Texas, Oct. 28, 2024 – Visual Matrix, a leading provider of advanced technology solutions for the hospitality industry, is working with the American Hotel & Lodging Association (AHLA) and its charitable giving arm, AHLA Foundation, to provide expanded access to the organization’s resources and training materials to help educate hoteliers in the fight against human trafficking. Through the partnership, hoteliers will know of and be able to use free training content developed by Marriott International, in collaboration with Protect All C...
10 Ways Hotel Groups Can Maximize Efficiency and Revenue
Tom Brown | October 25, 2024
Once a hotel brand or portfolio scales across multiple properties, its operations become more complex. It’s natural and it’s necessary. What’s unnecessary, however, is that the work for hoteliers exponentially increases. Although the management of hotel groups provides bonus challenges like centralized operations, brand consistency and heightened security, it also brings opportunities for bigger customer reach, economies of scale and more revenue. So how can you tap into the benefits of being a group without putting extra strain on your staff? Here are ten places to start. 1. Go cloud-native Challenge: On-premises solutions a...
Choosing the Right Words Can Transform a Customer Service Conversation
Shep Hyken | October 25, 2024
In the customer service world, we’re contacted by customers who have questions and problems. A conversation that begins with the three words, “How do I …?” is an opportunity for a positive customer service conversation right from the start. On the other hand, a conversation that starts with a problem or complaint forces us to turn a negative into a positive. Words that we use can help drive the positive experience. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. I agree with this in principle. The word yes evokes positivity. Howeve...
Stools and Stereotypes: Why Accommodating Disabilities in Hotels Is Non-Negotiable
Chuck Simikian | October 23, 2024
An employee comes to you and says they need a stool to sit on while they do their job. You immediately think – “We don’t have stools for employees to sit on. That is a standing position.” But….is that the correct response? What should you do? It is a common scenario that I frequently see in my HR career supporting the hospitality industry. The Americans with Disabilities Act (ADA) has been in effect for nearly 35 years, yet many employers still struggle with accommodating disabilities in the workplace. A recent lawsuit filed by the EEOC against TNNY Hotel, LLC, and other entities operating The Ned NoMad hotel in Manhattan h...
Double Your Value: Tech-Driven Solutions to Enhance Guest Experience & Efficiency
Nomadix | October 22, 2024
By Speleos Dravillas, Chief Revenue Officer at Nomadix, Inc In fact, 76% of consumers expect a personalized experience, and 61% are willing to pay more for it. As a result, many hoteliers believe that offering a more personalized experience through digital engagement could help drive up to 6% higher compound annual revenue growth. Not to mention, AI and automation to support operations will become a top priority to help reduce costs and overcome personnel shortages. It’s no surprise then that 86% of hoteliers plan to increase their technology investment in the coming year. The good news is there’s no shortage of exciting...
Is Your Staff Overwhelmed? Addressing the Employee Challenges in Hospitality – Part 1
Reeves Mathews | October 22, 2024
The hospitality industry thrives on creating unforgettable guest experiences. However, hotel employees, who are at the forefront of shaping that experience, are facing an ever-growing set of challenges. It is no secret that the years 2023 and 2024 saw a surge in hotel employee strikes and persistent staff shortage issues around the world. In this light, it is timely to explore how hotel management can better support the workforce to uplift their well-being, meeting their rights and requirements to boost long-term employee satisfaction. Current challenges faced by modern hotel employees As the hospitality industry navigate...
Why Handling Mistakes Well Is a Key to Amazing Customer Service
Shep Hyken | October 17, 2024
Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems. It may not happen right away, but eventually, customers will realize why they like the company. The experience is what they want and expect every time. A customer’s complaint or issue is resolved in such a way that the customer notices. They are pleasantly surprised at how...
Hotel Success Today – The GM Factor
Chuck Kelley | October 16, 2024
When you first walk into a hotel lobby do you get a sense of the hotel? A sense of positive or negative vibes. I have seen both lately and I firmly believe it starts with the Hotel General Manager – not rocket science. Of course, it starts with the sense that everything is fresh and clean. Then you notice the little things… The Guest Service Agent is headed to the back, sees an approaching guest and returns to engage the guest. Eye contact is always there with a genuine smile. Employees are always present where you expect them to be and not in the back talking story. Product quality is just there, everything from the condition o...
What Shall We Do When Job Seekers Cheat the AI Hiring Systems?
Linchi Kwok | October 11, 2024
AI can streamline the hiring process, but concerns linger. For example, AI could perpetuate gender or racial biases in the hiring process, just like most human HR managers could do. Meanwhile, to increase the chances of being picked by AI, job candidates must prepare resumes and job interviews tailored to AI’s “preference.” When more job candidates understand how to convince AI that they are the best candidates for the job, can AI still make valid recommendations to hire the best-fit candidate in the pool? Then, if AI makes a mix of valid and invalid recommendations for hiring, will HR managers find it more challenging to selec...
All-in-One Platforms: Convenience or Costly Mistake for Hotels?
Joe Vargas | October 9, 2024
By Joe Vargas SVP & General Manager, Infor Hospitality The debate between “best-of-breed” and “all-in-one” solutions is not new; in fact, the war between these competing ideologies has waged on for many years, especially within the world of hospitality. On one hand, it’s rather easy to make a case for an all-in-one solution – if you can get everything you need, exactly as you need it, in one place, why would you divide and conquer? On the other hand, countless real-life scenarios help to illustrate the limitations of solutions that claim to have it all. Let’s consider, for example, a modern fitness tracker. Some c...
Ways Hotels Can Leverage Influencer Marketing for Brand Growth
Debbie Miller | October 9, 2024
In today’s competitive hospitality landscape, hotels increasingly turn to influencer marketing as a strategic tool to boost brand visibility and drive bookings. Why? Partnering with influencers allows hotels to tap into their engaged audiences, leverage authentic storytelling, and create compelling content that resonates with potential guests. Here are a few ideas for how hotels can effectively collaborate with influencers to strengthen their online presence and attract more guests. Understanding the Power of Influencer Marketing To start, let’s define “influencer marketing.” Simply put, influencer marketing...
Hotel Sales Training Lessons Learned From a Top-Tier Real-World Practitioner
Doug Kennedy | October 9, 2024
Real-world insights into today’s hotel sales environment While being a sales trainer for a diversity of lodging providers certainly keeps me in touch with what’s going on in the profession of hotel sales these days, I always capitalize on every opportunity to gain insights from real-world practitioners. One such opportunity recently presented itself when I caught up with Jennifer Daudi, Chief Executive Officer of Invigorate Hospitality, which offers remote sales support to a long and diverse list of hotels across virtually all major brands. Besides overseeing her team of expert salespeople, Jennifer herself has decades of experie...
The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
Complimentary Registration Now Open For Doug Kennedy’s Next Hospitality Training Webcast! Sponsored By Travel Outlook and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, October 21, from Noon – 12:45pm EST. REGISTER HERE “Speakers and trainers like me are always looking for new ways to represent intangible concepts,” said KTN President Doug Kennedy, “So I’m excited to share the model we use, a simple tricycle. I think it’s the perfect model to represent the components needed for a guest to have an overall ex...
Employer Branding: Upskilling as a Strategy in the War for Talent
EHL | October 3, 2024
“Why would an intelligent, passionate, ambitious person want to work for us?” In today's competitive job market, where the war for talent has become more intense than ever, that’s the question that every business should be asking itself if it wants to achieve success. The answer, however, isn’t always straightforward. With companies currently facing significant challenges to hiring and retaining talented individuals, it’s essential they adopt innovative strategies to enhance their employer brand, stand out from the crowd and appeal to talented professionals. One such strategy is upskilling. This involves investing in employee...
How to Convince AI That You Are the Best Candidate for the Job
Linchi Kwok | October 2, 2024
Last week, we discussed how more companies used AI to screen resumes and analyze job candidates’ performance in the initial interviews. We called for companies’ attention to the potential AI biases in hiring. This week, we will visit what job candidates can do to help AI pick us and recommend us for hiring. A. Writing a Resume Tailored to AI Screening First and foremost, job candidates must thoroughly research the job and the company to understand its job descriptions and organizational culture. From there, they can: Write the resume in Word and submit it as a Word document instead of a PDF file. Select a straightforw...
Best Career Advice: FIU Founder and Hospitality Industry Legend Tells It Like It Is
FIU's Chaplin School of Hospitality & Tourism Management | October 2, 2024
50 years later, Rocco M. Angelo of FIU’s Chaplin School still mentors students and stays connected with the hospitality leaders he has taught over the decades. Learn his tips for professional success. Five decades ago, FIU Hospitality Professor Emeritus and current Associate Dean of Alumni Relations Rocco M. Angelo joined a small program that has morphed into what is today the Chaplin School of Hospitality & Tourism Management on the Biscayne Bay Campus of Florida International University (FIU). This semester, the hospitality pioneer marks his 50th anniversary at FIU. At 93, he is the oldest faculty member still coming to work, and ...
Gary Hernbroth Celebrates Release of New Book “Twist the Familiar”
Gary Hernbroth | October 1, 2024
Released on July 2, 2024, Twist the Familiar is chock full of curated stories that work as coaching lessons to help readers build their own playbook for success. It is designed to be a transformative resource for today's success-oriented business leaders, sales professionals, entrepreneurs, or anyone who wants a boost to find that extra gear. This book weaves diverse experiences of ordinary people doing extraordinary things by twisting the familiar - creating authentic success and standing out from the crowd. These colorful chapters include a collection of Gary’s experiences plus many others who also have stories to tell in a variety of ...
