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
Q : What Is a Distribution Strategy?
EHL Insights | August 26, 2021
Distribution strategy helps to improve the way customers interact with your business, leading to customer satisfaction and repeat business. It can also help you streamline your business to make it more efficient. Through a more efficient business and improved customer satisfaction, this strategy can lead to higher profits. Research has shown that better customer satisfaction creates more customer loyalty and positive word-of-mouth referrals, which both result in improved profits, according to The Association for Consumer Research. In this case, distribution strategy can apply to hotel bookings. Your distribution strategy for customers boo...
What Is Slow Tourism? The Next Big Hospitality Trend
EHL Insights | August 17, 2021
By Joana Dickinson The trend of “Slow Travel” has become increasingly popular over recent years, however through COVID19 it has accelerated immensely and has almost become a new norm without people even realising. Slow tourism is forecasted to continue to grow in popularity, becoming an alternative to more traditional holidays and is estimated to grow at a 10% compound annual growth rate. Now what is Slow travel, where did it come from and how could hoteliers adapt? The trend of “Slow Travel” has become increasingly popular over the past years, however through COVID19 it accelerated immensely and has almost beco...
Can Gig Workers Solve the Hotel Labor Crisis?
HotStats | August 11, 2021
When the pandemic shut down travel, forcing hoteliers to furlough or layoff large swaths of their teams, employers weren’t thinking about the long-term impact—they were in crisis mode, trying to staunch the bleeding. It’s been a slow climb back, but as the hotel industry returns, some employees have exited, leaving a gaping labor hole, with owners and management companies desperate to find people to clean rooms, perform maintenance and fill many other roles. Traditionally, hotels would hire full-time staff directly. Now, some hotels are looking at another way to fill positions, one that’s long been more common with the likes of ...
Changing Landscape of Hospitality Employment
Doug Ramsthel | August 11, 2021
By Doug Ramsthel Last year, the pandemic put a chokehold on travel. Flights were cancelled, hotel rooms sat empty, and even if guests were checking in, they were staying isolated in their rooms. Now, people cannot wait to visit a new destination or a tried-and-true favorite. But the industry faces new challenges. Instead of a traveler shortage there is an employee shortage. To remain competitive, hotels and other hospitality businesses are having to up the ante with wage increases, improved benefits for salary employees and in some cases the extension of benefits to part-time hourly workers as well. A lot of industries have been able to...
Hospitality Financial Leadership: No Townies
David Lund | August 9, 2021
By David Lund I like writing stories about hotels and my experiences in the hospitality business. It is no wonder, I guess, in part because I grew up in a unique place. Guess what it had and still has? A great hotel. A small town in eastern Canada that boasts a lovely summer resort. As a kid in the 1970s and early ‘80s, it is no surprise that this town and the hotel formed a major backdrop for my life. Most people grow up in a place that has a factory or some other mainstay, but my hometown did not have any of that, it had a hotel. Funny thing was and largely still is this, most of the people that work there are not from St. Andrew...
Hotel Technology – 6 Steps to Upskill the Workforce
Melissa Rodrigues | August 6, 2021
By Melissa Rodrigues As the appetite for travel increases, yet continues to be challenged by rapidly-changing market conditions, consumers are more demanding than ever. It’s vital that every step of the customer experience is optimized, from online search to pre-booking, to check-out, and beyond. Although innovative hotel technology can largely optimize your guests’ online journey and experience, these tools are only as powerful as the people who operate them. Without the right technological training, tools, and skills in place, hotels risk hurting the guest relationship with poor employee knowledge and misuse of solution...
What Does a Hotel Manager Do?
EHL Insights | August 3, 2021
Hotel operations, strategy, human resources, marketing, finance - a hotel manager’s remit is as diverse as it is challenging. If you want to be a hotel manager, you will need excellent people skills and a calm, trustworthy, professional demeanor. This multi-faceted role demands leadership abilities, communication prowess and a good eye for numbers and emerging trends. As well as demonstrating talent and dedication, you will need to be agile, resilient and quick-thinking – and not too attached to spending your weekends with friends and family. What is it that hotel managers do and what might their working hours look like? EHL Insights h...
The New Corporate Currency: Travel and Workplace Flexibility
Daniel Johnson | August 3, 2021
By Daniel Johnson The path toward leadership is the road less traveled. Not because there aren’t countless individuals eager and well-equipped to walk it, but because it’s a path that cannot be walked alone. Sure, great ideas help. It’s less about the idea and more about the people who bring it to life. In this respect, a crucial part of leadership is not only generating great ideas but bringing great people to the table, and more importantly, inspiring them to stay. But how exactly does a leader do that? What inspires a workplace culture strong enough to sustain an organization against the perils of a highly competitive...
Hospitality Financial Leadership: I Could Do Their Job – An Article for Financial Leaders
David Lund | August 2, 2021
By David Lund When I was an assistant controller, my boss at the time was fond of saying the following about our general manager, “I could do his job, probably not as good as he can, but I could still do his job. “BUT,” he continued, “he could never do mine – he doesn’t know how to, he is not an accountant.” This is a powerful message to get into your DNA as a financial leader. Do not get me or my statement wrong. It is not about arrogance or being better than someone else. It is about realizing your role, your responsibilities and what is at the core of your being is different than most of the other managers and l...
Applying the Science of Training to the Hospitality Industry
Dr Sébastien Fernandez | July 29, 2021
By Dr. Sébastien Fernandez Effective training in hospitality skills needs a clear structure: demonstration, practice, feedback, implementation and a solid follow up plan. Personality traits are not enough “Hire for attitude, train for skills” is a famous motto in the hospitality industry. It means hotels should select employees who have certain personality traits, even if they do not know yet the specific skills needed on the job. Training will be delivered later to help employees acquire the relevant skills. I am afraid that it is more a motto than a reality in the hospitality industry. The problem with training is ...
How to Cope in a Crisis
PolyU’s School of Hotel and Tourism Management | July 28, 2021
Health crises are every hotel manager’s worst nightmare, but they are becoming increasingly common. In a fascinating and prescient case study that bridges the gap between theory and practice, Dr Clare Fung and Dr Alice H. Y. Hon of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author show that embracing a four-stage crisis management model can help hotels to protect their residents, reputations, and revenue. Written before the COVID-19 pandemic, their study documents the responses of Hong Kong China Travel Service Hotels Limited to the outbreaks of SARS and swine flu, showing just how c...
How to Resolve the Current State of Emergency in Hospitality Employment
Court Williams | July 27, 2021
By Court Williams All tides ebb and flow, and since the COVID-19 pandemic changed the way most of the world works, we’re seeing a distinct turning of the tide from being in favor of the employer to holding firm for the employee. This situation is especially apparent in the hospitality industry, where historical talent shortages are being exacerbated by staff quitting in droves as the world returns to work. At the same time, recruiting new talent is becoming even more challenging, just as the industry is trying to recover and reopen. Why Hospitality Workers Are Quitting For many people employed in hospitality, what s...
3 Easy-to-Manage Guest Services That Can Boost Revenue
Jos Schapp | July 26, 2021
By Jos Schaap Hotels have lost several months of revenue; the rebound is slower than initially expected and increasing the average daily rate (ADR) is a common challenge. So, there is heightened awareness in our industry on just how important it is to make the most of every booking. At ROOMDEX, we’ve been talking a lot about the revenue lift from automated room upgrade sales. But we don’t want you to leave any money on the table, so today we look at 3 guest services that can be offered and booked through automation and which will help support your revenue recovery efforts. Everyday guest services that can boost revenue Pandemic o...
As Demand Returns for Groups and Events, Let’s Not Slip Back Into “Order-Taking”
Doug Kennedy | July 20, 2021
By Doug Kennedy Based on the conversations I’m having with clients and contacts it seems that demand for groups and events is coming quicker than expected. At most hotels, salespeople have either been recalled from furlough or from helping to cover hotel operations. As they return to their old “chairs,” this is a great time for leaders to set new goals and/or for self-motivated sales supernovas to create new habits for themselves. Although the number of leads is significantly higher than it was a year ago, demand is still not where it once was, so this is a wonderful time to establish new sales habits. As my frequent readers know,...
Top 10 Global Spa Trends for 2021 Designed to Heal Mind, Body & Soul
Louis de Vilmorin | July 19, 2021
By Louis de Vilmorin, C.V.Wijeratne The wellness industry is transforming into a booming trillion dollar market with plenty of potential for new entrants in the sector, be it new products or services. EHL has compiled a list of the top 10 global spa trends for 2021. The spa experience is no longer simply about pampering; spas are now required to offer an extensive menu of healing therapies for the mind, body and soul. The COVID impact on the Wellness Industry and Spa Trends in 2021 Today, spas may answer most of the desires of an older generation expecting to be offered additional pampering services or a health &a...
Research Reveals Effective Social Media Crisis Communication Strategies During COVID-19 Pandemic
Linchi Kwok | July 15, 2021
By Linchi Kwok The COVID-19 pandemic is a once-in-a-generation crisis with lasting economic and societal consequences. Crises and disasters often bring unpredictable catastrophic changes to the market. Yet, effective management of a crisis can help businesses reduce the event's negative impacts and shorten the recovery time. As the global economy begins to recover, businesses are making changes to adapt to the post-pandemic world. For example, more companies now let employees work from home permanently. When people work remotely and classes are taught online, social media plays an even more critical role in crisis communicatio...
Customer Service Versus Customer Experience … What’s the Difference?
Shep Hyken | July 15, 2021
By Shep Hyken It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. It offered games and puzzles on its website. The prize for winning the game or solving the puzzle was in the form of discounts. That’s a great – and even fun – experience, but there is much more to it tha...
Hospitality Financial Leadership: How to Prepare the Annual Budget in 1 Hour
David Lund | July 12, 2021
By David Lund Over the many years I have worked in hotels, I have had the pleasure of working with some exceptionally fine and talented individuals. This story is about one GM and his penchant for simplicity. When he suggested that I prepare the annual budget on one sheet of paper and have it ready to review for the next day I thought he was off his rocker. What I learned was the power of removing the seemingly complex and replacing it with a clear vision. It was late in the day and we had just finished our weekly executive committee meeting which was always an opportunity for some calamity and drama. But alas today i...
5 Tips to Outsmart Competition in the Post-COVID Hotel Market
Matthieu Mauguin | July 9, 2021
By Matthieu Mauguin As travel slowly begins to recover, a renewed hospitality market is emerging. Most notably, travellers’ behaviour has been drastically affected by the pandemic, which is bound to impact the way hotels envision their acquisition strategy for years to come. Properly handling this radical shift in the market is no small task and will require hotels to demonstrate both long-term foresight and impeccable execution to thrive. Moreover, we can expect the post-COVID hospitality industry to grow increasingly competitive. Indeed, the lengthy period of lockdown, during which hotels saw very little to no commercial activity, g...
Tourism Tidbits: Balancing Tourism Marketing and Security Needs
Peter Tarlow | July 6, 2021
By Dr. Peter Tarlow Last summer the tourism industry not only experienced a major marketing paradigm shift, but it found itself in the midst of the worst crisis in its history. Even as late as the last decade of the twentieth century it was not uncommon to hear tourism officials voice their concerns that they feared that too much, or too visible, tourism security practices would lead to visitor fear and a lowering of profits. Then Covid-19 became a reality, and every form of security became important. The twenty-first century first year of its third decade changed all the assumptions of the past. In an ever more dangerous worl...
Hospitality Financial Leadership Podcast: What Will Be Different in the Hotel Business After the Covid Crisis?
David Lund | July 6, 2021
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How to Handle Difficult Customers
Shep Hyken | July 1, 2021
Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation. So, after you read this, I urge you to go back and read the original article. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers. So, here are six ways to handle difficult customers: Avoid acting indifferent toward your customer. Cus...
Four Keys to Creating Your Own Hotel Sales Magic: Time to Become Unforgettable in Hotel Sales
Cindy Novotny | June 30, 2021
By Cindy Novotny With the great re-opening finally happening now is the time for hotel salespeople to set themselves apart from their competition. In a world that is all starting to gear up around the same time, you must stand out, be unique and make sure everyone remembers your name. Now is not the time to copy others, it is the time to become uniquely unrepeatable so you will be the unforgettable ‘go to’ person for your clients and prospects. This means creating your own personal magic, not by ‘benchmarking’ and copying what others are doing but digging deep to understand how you can be different and a better resou...
