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
The Employee Hierarchy of Needs
Shep Hyken | November 16, 2023
By Shep Hyken Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money. Money is generally the reason people go to work. Without money, employees can’t pay their rent or mortgage, put food on the dinner table, send their kids to college, and more. And often, money is just part of the com...
54% Of Americans Say They Plan to Travel More Compared to Last Year; 70% Are Adjusting Their Plans Due to Economic Pressures
Vacation Renter | November 15, 2023
New data from VacationRenter breaks down the top trends and destinations for holiday and winter travel November 15, 2023--SAN FRANCISCO--VacationRenter, a meta-search travel platform, has released new data showcasing the hottest travel trends and destinations for the 2023 holiday and extended winter season. Holiday travel will look different this year, but all signs point to a busy upcoming winter season, with 54% of Americans planning to travel more than last year. “Holiday travel continues to be a priority for most Americans this season despite economic pressures. As we look ahead to 2024, I think it’s a strong indicator for...
IDeaS Releases 2024 Hotel Technology Predictions
IDeaS | November 15, 2023
Gathering insight from industry leaders around the world, IDeaS prognosticates on what may be in store for 2024 MINNEAPOLIS—Nov. 15, 2023 — IDeaS, a SAS, company, the world’s leading provider of hotel revenue management software and services, released Future Forecast: Six Hotel Technology Predictions for 2024. Gathering information from some of the top minds in the industry, IDeaS releases six bold hotel technology predictions that it believes will shape the year to come. Key predictions include: • The continued breakdown of hospitality data silos: The hospitality industry collects an incredible amount of valuable guest data, b...
Why Rate Parity Still Has To Be “The Law of the Land” in Hospitality?
Max Starkov | November 14, 2023
By Max Starkov There was a recent discussion on LinkedIn about the need for maintaining rate parity in hospitality and its implications. Just to clarify for the non-revenue management folks here, Rate Parity traditionally means maintaining the same publicly available rate for the same room/same stay across all public distribution channels i.e. channels available to any member of the public that is not a loyalty member or member of some guest appreciation or reward program. Rate Parity is not a new online policy specifically designed for the OTAs. It existed long before the “commercial internet" came into being and there was only ...
Society’s Values: Decoding the Impact of Pop Culture on Hospitality
Natacha Reymond | November 14, 2023
By Natacha Reymond The intersection of hospitality and popular culture is a dynamic space where societal values, norms, and human interactions are vividly depicted and often critiqued. From television series to classic films, pop culture has consistently provided a mirror through which we can examine our own behaviors and beliefs. In this article, we'll explore how hospitality in pop culture serves as a reflection of society's ever-evolving ethos. Hospitality venues are more than just background scenery Imagine a world where the elegance of Spanish TV series "Grand Hotel" converges with the gritty allure of "Sweetbitter." Just as "Grand ...
Six Ways to Empower Your Hotel Teams
Tom Brown | November 13, 2023
By Tom Brown An empowered team is a more effective team. They’re better engaged to help meet and exceed business goals and are more confident when interacting with guests. It’s clear, then, that team empowerment should be a goal for all hospitality businesses. The average number of employees per property dropped from 27 in 2019 to 16 in 2022. In an age of ongoing staffing issues, it’s more important than ever to maximize the potential of each department and encourage better engagement and happiness. There are a number of ways to empower your teams, and in most cases they’re a result of one thing: smart hotel technology. So le...
How Hotelier Personas Can Help You Unlock Top Hospitality Performance
Anuska Linc | November 9, 2023
From happier guests and staff to higher revenue, here’s how a small mindset shift can ensure big gains across the board for modern hoteliers. The hospitality industry has entered a new era, one characterized by the innovative use of spaces and hyper-personalized services that have transformed the way we stay and experience places. Gone are the days of bland services and generic stays – a new generation of tech-savvy experience seekers has taken center stage. These modern travelers demand unique and engaging experiences, and they expect hotel staff to provide them. As the world of hospitality evolves, it's crucial for hoteliers to adap...
Hotel Lawyer: Preparing for the Corporate Transparency Act
Jim Butler | November 9, 2023
By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of www.HotelLawBlog.com In 2021, Congress passed the Corporate Transparency Act in order to combat money laundering and other illegal activities. The CTA goes into effect on January 1, 2024, and requires almost all businesses to file a report with FinCEN identifying their beneficial owners. JMBM’s Taxation, Trusts & Estates Department has written the below article detailing the steps businesses should take to prepare for this new law. Preparing for the Corporate Transparency Act Disclosure of Beneficial Ownership Information to FINCEN by JMBM’s Taxation,...
Diversity, Equity, and Inclusion Defined
Gissell Moronta | November 9, 2023
By Gissell Moronta The terms diversity, equity, and inclusion are intertwined. As workplaces, communities, and society work to build justice, fairness, and equality into their environments, these three words represent opportunities to embrace new ways of inviting people in, capitalizing on their unique perspectives, and encouraging productive collaboration. Diversity Diverse is an adjective that describes something with a great deal of variety. A diverse workforce is one that includes people from different social, cultural, ethnic, gender, sexual orientation, economic, religious, and racial backgrounds. Diversity extends beyond re...
The Road Ahead: How Hoteliers Can Adapt and Thrive in Uncertain Times
Steve Lapekas | November 7, 2023
By Steve Lapekas More often than not, owning a business feels like riding a rollercoaster – the highs are high, and the lows are low. One second, you’re at the peak of a climb, enamored with the view, and the next, you’re plummeting back down the other side, white-knuckling the restraints and questioning your decision to ever get on the ride in the first place. The ebbs and flows and the inevitable triumphs and challenges are simply your price of admission. Right now, we find ourselves in a period of relative uncertainty – with increased tensions in various locations around the world, the rising cost of debt – and, subsequen...
Managing Legal and Regulatory Challenges to Franchise Relationships: Franchisor Counsel Must Play a Key Role
The Author | November 2, 2023
By Thomas W. France The franchise business model currently faces intense scrutiny and challenges from a variety of sources that could significantly impact the operations of franchise systems and the value of franchised brands. Congress, for instance, is considering legislation to establish a “joint employer” standard that would expand the liability of franchisors for certain actions taken by their franchisees and that would make it easier to unionize franchisee employees.1 The U.S. Federal Trade Commission (FTC) is gathering information about franchise agreements and franchisor business practices in connection with a regulatory proce...
Onyx CenterSource Announces GroupPay Product Integration and Partnership With Cvent, To Launch in Late 2023
Onyx CenterSource | November 2, 2023
DALLAS (Nov. 2, 2023) — Onyx CenterSource, a leading global provider of B2B payments and business intelligence to the hospitality industry, has announced a new integration between its GroupPay payment platform and Cvent, an industry-leading meetings, events and hospitality technology provider. In addition, Onyx announced a Cvent partnership, which will create added value for mutual customers by delivering automation, visibility and standardization of meeting and event commission management through GroupPay. "This integration with GroupPay will provide Cvent customers with a seamless, single pathway, from a request for proposal to receivi...
ADA Update: New Website Accessibility Law Impacting Most Businesses
Jim Butler | October 31, 2023
By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of HotelLawBlog.com Many hotel owners already know they need to pay attention to Americans with Disabilities Act (ADA) compliance, both to provide a positive experience for guests and to avoid costly litigation. A proposed new California law, however, should bring their focus to website accessibility; if adopted, business owners, as well as their web developers, would be vulnerable to substantial statutory damages and attorney’s fee if sued by a plaintiff who succeeds in court. JMBM’s ADA Compliance and Defense Team outlines the potential impact of this law...
Boosting Employee Engagement: 3 Key Benefits of Prioritizing Mental Health in the Hospitality Industry
Strategic Solution Partners | October 30, 2023
It’s no secret that the hospitality industry has had one of the highest employee turnover rates — since well before the pandemic. High turnover rates in any industry are a big cost to the company, and in a high-pressure sector like hospitality, the associated costs can be huge. Not only tangible costs, such as the expenses of recruiting and training new employees, but also the substantial cost of lost productivity among staff. In fact, reduced productivity costs the global economy around 1 trillion dollars each year. Luckily, recent research shows that concentrating on the mental health of your talent can not only increase staff pro...
Exploring Buy Now, Pay Later to Enhance Guest Loyalty and Boost Hotel Direct Bookings
Cendyn | October 27, 2023
The hospitality industry has consistently led the way in adapting to the ever-changing needs of travelers and guests. One notable innovation that has recently gained substantial momentum is the “Buy Now, Pay Later” (BNPL) payment option. This innovative payment solution is revolutionizing the way travelers make reservations, dine at restaurants, and access a wide range of services within the hospitality sector. What is Buy Now, Pay Later! Buy Now, Pay Later is a modern, consumer-friendly payment model that has gained significant popularity in recent years. It offers consumers the flexibility to shop for their desired product...
Breaking the Glass Ceiling – Women in the Hospitality Industry
Mandeep S. Lamba | October 23, 2023
By Mandeep Lamba, Dipti Mohan, Dhwani Gupta Efforts to promote gender equality have become a global priority, with organizations like the United Nations embedding this goal within their Sustainable Development Goals. Notably, an increasing number of women are pursuing higher education in countries like the US, the UK, and India, and are entering the workforce as the corporate sector is offering a more flexible work environment. As a result, women have made significant strides in multiple sectors, including the dynamic world of hospitality. Recent research conducted by the World Travel & Tourism Council (WTTC) reveals that women ...
Out of Autopilot and Into Our Best Life: Booking.com Shares Its Seven Predictions for Travel in 2024
October 19, 2023
The leading digital travel platform’s most extensive travel predictions research to date foresees travel as the primal pulse of life in the year ahead AMSTERDAM, 19 OCTOBER 2023 – As 2023 enters its final months and 2024 optimistically appears on the horizon, numbness and detachment loom as a result of the perma-crisis, including increased cost-of-living and climate change concerns. People around the world have emotionally checked out of the news agenda and events at home in order to take a much-needed breather. Where in years past travel has been a means to escape life, Booking.com is releasing research that shows that travel is ...
Tourism Tidbits: Dealing With Legal Issues
Dr. Peter Tarlow | October 16, 2023
By Dr. Peter Tarlow The Tourism/Visitor industry is one of the world's great industries. Large industries also mean that great deals of money can be involved. The tourism industry spends a great deal of money on promotions and marketing campaigns. Because many people assume that large tourism businesses also have deep pockets, in litigious societies such as the United States, there are also multiple lawsuits and/or other legal problems. Often local convention and visitors bureaus (CVBs) or tourism offices are unaware of their own nation's laws and obligations. This ignorance of the law can be very costly. It is for this reas...
High Turnover in the Hospitality Industry: A Result of Neglected Training
Anne-Céline Depierraz | October 11, 2023
By Anne-Céline Depierraz In the hospitality industry, providing excellent service is crucial to success. However, achieving this goal is not easy, as the industry is complex and requires a high level of dedication and skill. One of the most significant challenges faced by hospitality businesses is high staff turnover rates. The average 2021 turnover rate in the USA in the leisure and hospitality industry was 84.9% compared to the overall rate of 47.2% nationally. This trend has been a longstanding challenge for hospitality businesses, but what is causing it? One important answer to consider is: neglected training. When employees are...
Experiential Hotels – Pioneering a New Era in the Indian Travel Industry
Mandeep S. Lamba | October 9, 2023
By Mandeep Lamba, Dipti Mohan, Dhwani Gupta The Indian travel industry is undergoing a remarkable transformation, shaped by shifting traveler preferences towards unique, experiential, and immersive journeys. Gone are the days of simply seeking out the most luxurious resorts, today's travelers are in pursuit of something more enriching – a treasure trove of experiences that range from heart-pounding adventure sports and active tourism to immersing oneself authentically in the local culture – all of which satisfy the desire for continuous personal growth and learning. This change has given rise to the concept of experiential hotels, whic...
Innovation Meets Experience: From Generative AI to Virtual Reality
MMGY Global | October 9, 2023
New MMGY Global Study Examines the Changing Role of Technology in Travel A new study released today by MMGY Travel Intelligence examines technology’s growing impact on travel from two distinct perspectives: the traveler and the marketer. The comparative study, titled Emerging Technologies in Travel & Tourism™, explores innovations such as artificial intelligence, virtual assistants and augmented reality through the lens of the travel industry. “What’s fascinating to me is what we learned about the concerns travelers have about emerging technologies and how they will impact their travel experiences in the coming years,” said...
How Can Hotels Be Ready for Newly Emerging Traveler Types?
Manoj K Mohanty | October 5, 2023
By Manoj Mohanty We are almost near the end of another year, and tourism is showing promising levels of growth. International tourism is well on its way to returning to pre-pandemic levels, with twice as many people travelling during the first quarter of 2023 than in the same period of 2022. Over the last few years, more people have engaged in revenge travel and socialising, trying to compensate for the lockdown period. But these tourists of the new post-pandemic economy are showing new traveller behaviours and consumer habits. What is really important for hospitality service providers is identifying the travel personality of each ...
How Travelers Find Destinations for Their Trips
Expedia Group Media Solutions | September 28, 2023
In today’s digital-first era, there’s a myriad of influential resources that inspire travelers to seek out certain destinations. From viral content on social media and posts from friends and family to destination sites and travel blogs, where people decide to travel can be a click away. Given that travelers are inundated with these outside influences and factors, how do people decide where to go? Insights from Expedia Group and Luth Research’s study, The Path to Purchase: Uncovering How Travelers Plan and Book, explores the complex online path behind the travel customer journey and provides actionable insights to help destination m...
Analyzing MGM and Caesars Cyberattacks: Lessons in Cybersecurity Preparedness
Mark Munger | September 26, 2023
By Mark Munger In the wake of recent cyberattacks targeting industry giants MGM Resorts and Caesars Entertainment, it’s imperative to examine both the commonalities and disparities in these incidents. These high-profile breaches offer valuable insights into the ever-evolving realm of cybersecurity threats within the gaming industry. Furthermore, they underscore the importance of proactive cybersecurity measures and preparedness. General Considerations Before delving into the specifics of these cyberattacks, it’s essential to emphasize the significance of proactive cybersecurity measures. Post-breach recovery efforts are undoubted...
