The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
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Crafting a Unique Employer Brand for Today’s Talent Market
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Don’t Neglect the Bottom Line: Why Amenities Matter to Your Guests
Adam Hoydysh | February 21, 2019
By Adam Hoydysh, Vice President of Hotel Sales at Plum When it comes to curating an exceptional guest experience from top to bottom, pre-stay to post-stay, hoteliers must pay mind to a number of factors and touch-points. What matters most to guests? Is it the property itself? Is it the local experience? Is it the room? Do they crave a more high-tech experience, or traditional high-touch service? What inspires guest loyalty in 2019? Within the modern hospitality climate, hotels are expected to offer a balance between high-tech and high-touch service, a personalized experience with data-backed insights, a share-worthy property aesthetic, ...
The Great Connector: The Hotel Mobile App
David Millili | February 21, 2019
By David Millili, CEO of Runtriz The era of engagement. The digital age. Social media revolution. A lot of terms describe the time we're living in, but what they all have in common is connection. The idea of creating connection goes far beyond the business side of our lives. We hear it everywhere that creating connections with friends, loved ones, and community will sustain us—and those around us. And though some will say technology gets in the way when we're glued to mobile phones, for instance, there's no doubt that technology has allowed us to scale up our connections, both professionally and personally, in never-before-seen wa...
Dr. Bryan K. Williams Selected as Keynote Speaker for Les Clefs d’Or Canada Congress in Banff
Bryan K. Williams | February 20, 2019
Washington DC (February 20, 2019): Les Clefs d'Or Canada recently held its 12th National Congress in stunning Banff, Alberta. The Congress welcomed elite concierges and travel professionals from throughout Canada for a 4-day event to Engage, Educate and Elevate. The golden keys worn by Concierge signify their membership in our organization and are granted exclusively to those who have not only consistently demonstrated an unsurpassed knowledge of their respective communities, but by those who demand excellence of themselves when meeting the needs of their guests. Dr. Bryan K. Williams was the keynote speaker and challenged all attendees...
Nobody Asked Me, But… No. 209: Hotel History: The Americana of New York (1962)
Stanley Turkel | February 19, 2019
by Stanley Turkel, CMHS Hotel History: The Americana of New York The Americana of New York opened on September 25, 1962 as a 2,000-room convention hotel. It was constructed by brothers Laurence Tisch and Preston Tisch, co-owners of the Loews Corporation and was the first over 1,000-room hotel to be built in New York since the Waldorf Astoria in 1931. With 51 floors, it was acclaimed for many years in its advertising and by the media as the tallest hotel in the world, based on the number and height of its inhabited floors. The Americana was built, along with the New York Hilton facing Sixth Avenue on the next block, to serve the huge num...
IDScan.net Announces Partnership With Hospitality Software Company Cloudbeds
IDScan.net | February 19, 2019
New "Check-In" Bundle Enhances Guest Experience and Property Operations IDScan.net, a leader in ID scanning and verification, has partnered with Cloudbeds, a leader in hospitality management software, to offer the Check-in Bundle. The integrated ID scanning solution allows properties of all sizes, from resorts to B&B's, to check in guests and gather their information in a matter of seconds by scanning government-issued IDs from anywhere in the world. "We are thrilled to announce our new partnership with Cloudbeds," said Denis Petrov, the CEO of IDScan.net. "Cloudbeds customers can use our solution to quickly and easily check in gues...
Hospitality Financial Leadership: Roger Penske & The Hotel PMS
David Lund | February 18, 2019
By David Lund I had a chance meeting with Roger Penske in the parking lot behind the paddock in October 1994 at the Indy Car Grand Prix of Monterey in Laguna Seca, California. It was the end of qualifying on Saturday and his pilot and fellow Canadian, Paul Tracy had just won the pole position. For you hoteliers who are not motorsports fans, pole means he was the quickest in qualifying and that means he starts in the first position on Sunday. This is a story about hospitality financial leadership in the face of a challenge and adversity. Before I get into the hotel story and the connection to Roger, a bit more about him and the race. The...
Free Service Excellence Training at the Baltimore Convention Center, Led by Dr. Bryan Williams
BWTV | February 18, 2019
Washington DC (February 18, 2019): Delivering world class service is what separates a good experience from a world-class, memorable experience. Visit Baltimore and its partners the Baltimore Convention Center and Centerplate invite the Baltimore business community to join us for a Day of Customer Service Training. Dr. Bryan K. Williams, a service excellence and leadership effectiveness expert will lead these sessions (Watch Bryan's Video). The goal is to assist organizations in various industries to elevate their service experience to world-class levels for both internal (team) and external customers. Bryan noted, "I'm looking forwa...
How Hotels Are Upgrading Their Sustainability Efforts
JLL Real Views | February 15, 2019
Running a more environmentally friendly hotel is becoming part of day-to-day operations for major American hospitality chains, which are exploring new ways to save on costs while giving their properties greater ethical appeal. At the Home2 Suites by Hilton, scraps of soap leftover in the shower after guests check out are purified and recycled, preventing 600,000 pounds of soap from heading to landfills. Marriott International is aiming to cut food waste in half and electricity usage by 30 percent by 2025, and remove all plastic straws from its 6,500-plus hotels by July this year. Westin and Sheraton brands have brought down water and e...
Three Things Entrepreneurs and Business Owners Can Learn From Hospitality
Samuel Wich | February 15, 2019
By Samuel Wich #1 - Hire the right people and treat them appropriately Whenever an employee is in contact with a customer, this presents an opportunity to leave a great impression in that customer's mind. No matter if it's at a fast food restaurant, drive-through or at the counter of a high-end bank. Companies should focus on hiring people who naturally enjoy being in front of customers and who love putting smiles on people's faces. Aside from a new hire's background and technical ability, their willingness to go above and beyond to satisfy a customer should come at the top of the list in recruitment efforts. Although technical skills a...
Big Hotel Brands Set Their Sights on Portugal’s Cities
JLL Real Views | February 14, 2019
By Natasha Stokes With Lisbon and Porto fast building a global reputation as top city break destinations, international hotel groups are flocking to these booming tourism markets. Boutique hotels account for many of the new developments in Portugal, converted from historic buildings by new entrants to the market. Hilton Group's Curio Collection will debut its first property in Portugal, the Emerald House, in Lisbon. The multi-million-euro renovation will be a 67-room complex with fitness centre, restaurant and bar for guests as well as locals. Hotel operators with a presence in the country are also expanding their footprint – the ...
Artificial Intelligence: Hospitality, and That Human Touch
Stuart Pallister | February 13, 2019
By Stuart Pallister Artificial intelligence is undoubtedly going to have an impact on the hotel industry as the bots – robots and chatbots – play a greater role. Julia Aymonier, CIO of EHL, says yes, some jobs will change, particularly those related to repetitive tasks. "The biggest challenge," she told Hospitality Insights in an interview, "will be to train people for jobs that are created by artificial intelligence." Robot-concierge? "There will be jobs, and if we don't train people, we won't have the staff we need to do these new jobs." We're unlikely to see robot concierges in four- and five-star hotels, as you can't hav...
The Hotel Amenities Travelers Really Want
Kacey Bradley | February 13, 2019
By Kacey Bradley In the hospitality industry, there seems to be a disconnect between what hotels think guests want, what guests think they want and what they actually use. Because people are expecting services they're used to, some amenities aren't as novel as they once were, while others go unused. So, what makes travelers content during their stay at a hotel? Do guests need extra packaged toiletries or a pool to rave about the establishment? The following seven amenities are what guests hope for and take advantage of during their visit. 1. Outlets As travelers are stowing their electronics along for their trips, their charging...
The Hidden Benefits of Tasting Events
Larry Mogelonsky | February 13, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Finding myself away at a mountain resort for a food and wine festival last year, it was the perfect opportunity to not only participate in a wine tasting conducted by a vintner from a prominent Oregon winery as well as reflect upon the staying power of these types of events. For the two dozen participants, it was a chance to get close and personal with the wine. Here, we were guided through the nuances of several wines of the same grape variety, allowing us to understand the nuances created by the vintage and cellaring processes as well as furthering our knowledge and appreciation o...
Tourism Tidbits: Working With Meeting & Convention Planners
Dr. Peter Tarlow | February 12, 2019
By Dr. Peter Tarlow Meeting & Convention Planners (MCPs) play a vital part of the tourism industry. Not only do they often decide what community will receive a lucrative convention but their opinions also matter in the way a community is perceived and as such they act as part of a community's unofficial marketing team. Not only do their opinions matter, but tourism convention and meeting cities would be wise to remember that perceptions are often more powerful than facts and style all too often takes precedence over substance. Additionally there is a growing trend of conventioneers using the pre or post-convention period as a way t...
Managing Overtourism
Peter Varga | February 12, 2019
By Peter Varga and Aline Terrier What, for you, makes an ideal vacation? Being alone in a beautiful spot or sharing the experience with loved ones? More likely than not you prefer to avoid the 'madding' crowd but you may already have had first-hand experience of the increasing numbers of tourists visiting major destinations such as Machu Picchu, Angkor Wat, the Taj Mahal and Venice. Growth in tourism: facts and figures According to the latest statistics from the United Nations World Tourism Organisation: International tourist arrivals rose by six percent to 1.4 billion in 2018, the second strongest year since 2010. UNWTO expects the num...
Hospitality Financial Leadership: City/Region Wide Supply and Demand Analysis
David Lund | February 11, 2019
By David Lund When you are preparing your budgets, an incredibly valuable tool is what I refer to as the "citywide supply and demand analysis." I didn't come up with this, however, I am going to explain how it works, why it's so important to complete it at least annually and how to analyze it. In a previous post, I wrote about how to calculate your RevPAR index and how to measure this against your competitive set, sort of a manual version of what STR supplies. This concept is similar, but one does not replace the other and vice versa. The "citywide" report allows you to see where you are relative to your entire market, where you histori...
Dr. Bryan K. Williams to Receive the ISPA Dedicated Contributor Award
Bryan K. Williams | February 11, 2019
Monday, 11 February 2019 - The International SPA Association (ISPA) is pleased to announce Dr. Bryan Williams as the recipient of the 2019 ISPA Dedicated Contributor Award. As an international speaker and author, Williams first spoke to ISPA members in 2006 and continues to inspire with his focus on service excellence and leadership effectiveness. "Bryan's passion to inspire leaders and elevate the importance of providing unparalleled customer service has left a lasting impression on the International SPA Association," said ISPA President Lynne McNees. "We are grateful for his continued support and dedication to the ISPA community." Wil...
Arizona Biltmore, A Waldorf Astoria Resort, Partners With Plum to Bring On Demand In Room Wine By the Glass to Guests
the Arizona Biltmore | February 7, 2019
Palo Alto, California (FEBRUARY 7, 2019) - Plum, the hospitality industry's revolutionary new wine by the glass appliance, announced today that Arizona Biltmore, A Waldorf Astoria Resort, will be featuring their next-gen on-demand wine experience in all Villa Suite accommodations, to surprise and delight guests and further elevate their stay. With its luxurious grounds and iconic architecture, the Arizona Biltmore has been a landmark destination and haven for celebrities, diplomats, presidents, and guests from all walks of life since opening in 1929. By leveraging Plum's innovative technology, the award-winning property will now offer a...
JLL Projects 2019 Global Hotel Investment Volume Will Total $67 Billion
JLL | February 6, 2019
After outperforming industry expectations in 2018, Americas transaction volume expected to reach $36.5 billion CHICAGO, Feb. 6, 2019 – Cautious yet confident may best describe the global hotel market's investor sentiment according to JLL Hotels & Hospitality's annual Hotel Investment Outlook. The newly issued report projects global hotel investment volume will reach $67.2 billion, nearly equal to 2018's total of $67.7 billion. While there is anticipated moderating economic growth and geopolitical uncertainty, hotel property performance remains strong, travel and tourism is anticipated to reach another record year and investors...
The New Era of Personalization: The Hyperconnected Guest Experience
Jos Schaap | February 5, 2019
By Jos Schaap CEO and Founder – StayNTouch With the onset of 2019, we've stumbled upon a rather interesting (albeit, integral) crossroads in the hospitality realm. As consumer technology continues to expand its influence and popular adoption across industries, brands are realizing mounting pressure to adapt to this new age of technological personalization and hyper-connectivity. Why? Because with heightened technology and uninhibited connection across platforms, comes higher stakes and those companies who fail to keep up are, simply put, at risk of being left behind. And rest assured, hotels are no different. Welcome, hoteliers, t...
A Primer on 2019 in the Lodging Industry: Economy, Loyalty, and Specific Markets
Robert Rauch | February 5, 2019
By Robert Rauch When forecasting what will occur in a given year, I often quote lots of others, which reduces the risk I am taking as a sole prognosticator. Yet having now been around the industry exactly 45 years, I am going to create some predictions of my own. 2019 is the year where supply and demand come in balance, with about two percent growth for each. That means occupancy levels will be flat in the U.S. – though certain markets have some supply growth well beyond that and might see occupancy reductions. Let's begin with the economy, and then move into lodging industry projections. U.S. Economy Stock market volatility won't...
Spain’s Hotels Power up for an Eco-Friendly Future
Jll Real Views | February 4, 2019
Across Spain, hotels are prominently flagging their green credentials as they increasingly take steps to reduce their environmental footprint and appeal to a new generation of eco-aware consumers. The country's Paradores, state-run hotels in historic buildings such as former palaces and monasteries, are the latest to look to a greener future, switching to renewable energy sources by incorporating features such as biomass technology or solar panels. "The Paradores' commitment to become 100 percent green energy driven is an important milestone in the Spanish hotels sector," says Carlos Ortega, Executive Vice President of the Hotels divisi...
Luxury Hospitality and the Risk of Obsolescence
Stuart Pallister | February 4, 2019
By Stuart Pallister Luxury hospitality is at risk of becoming obsolete, according to PwC Global industry leader for hospitality and tourism, Nicolas Mayer. That's because it no longer fulfills the 'needs and desires' of clients that they couldn't get elsewhere. Mayer told EHL students recently in classroom sessions that, in decades gone by, luxury had involved 'standard expectations' about security, beautiful surroundings and service levels that guests were willing to pay for. Whereas now, this brand promise and standardization, this consistency promise, doesn't need to be obtained from a luxury operator anymore. You can get it online a...
Hospitality Financial Leadership: The 5 Hidden Costs of Being Branded
David Lund | February 4, 2019
By David Lund Marriott. Hilton. IHG. Wyndham. Choice. For years these chains have publicized the advantages of working with them: advanced loyalty programs that promise to bring consistent customers, low fees, tough negotiations with OTAs, and preferred financing options. Not so fast. Are the brands' claims actually true? While many owners have fallen victim to the claims of the brands, you need not do the same. As Mark Twain once said, "Whenever you find yourself on the side of the majority, it is time to pause and reflect." Let's take a closer look at what the brands are claiming, to make sure you know what to expect before entering i...
