The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
Crafting a Unique Employer Brand for Today’s Talent Market
Veronika Mercier | August 14, 2024
Smart Strategies
Developing Facilitation Skills: Top 10 Qualities of the Best Facilitators
EHL | December 13, 2022
According to HBR, 71% of senior managers they surveyed said meetings are unproductive and inefficient, and 62% said meetings miss opportunities to bring the team closer together. The survey of more than 700 workers in the US revealed that some of the issues they dislike about work meetings include failure to start on time, discussions going off-topic, and having a single person or few people dominate the meeting. In the survey, 64% of the participants agreed that they look forward to attending a well-organized meeting. A facilitator is instrumental in changing how people go about creating value from meetings and group sessions. They help...
Top Tech Predictions for 2023 According to Top Industry Analysts
Aaron Shepherd | November 29, 2022
Revealing insights from Forrester, Gartner, IDC, PWC on the challenges and opportunities ahead By Aaron Shepherd Tis’ the season – not just for holiday decor and annual family gatherings and celebrations – but for the business world’s other sacred tradition: expert predictions for the year to come. These predictions are, of course, not a perfect science. If the last three years taught us anything, it should be to expect the unexpected (or should I say, the ‘unprecedented’). Nonetheless, it’s best practice for businesses, especially those with a consumer-facing offering, such as hospitality providers and retailers, to not...
Hotel Employees Thankful for Panic Buttons
John Stachowiak | November 23, 2022
While verbal or physical assaults of a staff member may be rare, those on the receiving end say they are grateful that management and owners care and are prepared By John Stachowiak Few people start their workday expecting an emergency to happen, but according to American Aerospace Engineer Edward Murphy Jr. who worked on safety-critical systems: “Anything that can go wrong will go wrong.” If you’re not a believer in “Murphy’s Law,” just ask any of the 701 hotel workers who needed help last year while on duty and survived the ordeal because they were equipped with an Employee Safety Device (ESD) or panic button. Guest D...
Atira Hotels Launches Company-Sponsored Giving Program, AtiraCares
Atira Hotels | November 22, 2022
New program engages employees in choosing and championing charitable giving Chicago, IL, November 22, 2022—Hotel management leader Atira Hotels is proud to announce the launch of its new company-sponsored, employee-driven giving program AtiraCares. Atira is pioneering an approach in which hotel associates are empowered to determine Atira Hotels’ support for charitable giving and community impact. Across the company’s hotel management portfolio, AtiraCares will provide opportunities for hotel managers and team members to be leaders in their communities and ‘stewards of goodness’ in their workplaces, personal lives, and communit...
Managing the Talent Gap: Sparking Passion for Hospitality in Gen Z
EHL | November 22, 2022
While the hospitality industry suffers from a talent shortage due to the pandemic and a shift in its attractiveness as a career, General Managers (GMs) need to implement new talent management strategies, particularly towards Gen Z workers. We spoke to 22 GMs leading luxury hotels both in Switzerland and internationally (Spain, France, Thailand, Hong Kong, Malaysia, United Arab Emirates, Saudi Arabia) to understand how they are addressing this talent shortage issue and their experiences of working with Gen Zers. Understanding Generation Z and their view of hospitality It’s important to note that the pandemic was the first major global ...
The 33 Definitive Hospitality Industry Statistics You Need to Know For 2023
Brett Thoreson | November 22, 2022
By Brett Thoreson As of today, we are only weeks away from 2023. It’s almost hard to believe after the trials and tribulations that largely defined 2020, 2021, and the beginning of 2022. In some ways, the last two and a half years were a whirlwind, but, at the same time, the world came to what could be best described as a prolonged, collective standstill. For industries like hospitality, that standstill was especially pronounced – as an industry that exists to provide an in-person experience to global travelers, the COVID-19 pandemic proved to be one of our greatest obstacles. Our proverbial liferaft during this time was the promise of...
Why Hotel Investors Are Opting for Upgrades Over New Builds
JLL | November 17, 2022
Hotel investors are moving away from new developments in light of expensive construction loans and skyrocketing costs for materials and labor. Instead, they’re buying hotels with an eye toward upgrading. Around 80% of hotel investors in a recent JLL survey said they’re targeting value-add investment opportunities in the sector. “Many investors are now preferring to buy existing assets needing refurbishment, repositioning, or rebranding, with the return prospects often much more appealing,” says Xander Nijnens, Managing Director, Advisory & Asset Management, JLL Hotels & Hospitality Group. The strategies are largely d...
Where To Next? 4 Trends Shaping Opportunities in Hospitality
Accor | November 16, 2022
The past few years triggered a significant reality check in society. People looked inward to decide what they really needed and why — questioning the relevancy of existing habits, beliefs, and behaviors regarding self, community, and the planet. These shifts and nuances in mindset and the diverging individual responses to these inquiries have created a collective transformative force which impacts society. We take a closer look at these changes and their intricacies and where we believe they create opportunities for the hospitality industry. #1 The Hybrid Way of Life The acceleration of digi...
Despite Economic Uncertainty, Travel Remains a Top Priority
David Millili | November 15, 2022
By David Millili Hospitality and travel industry momentum remains strong as people are unwilling to give up travel and experiences again Despite fears of a probable global recession and the impact of rising interest rates and inflation looming, travel demand is seeing no sign of slowing down. While other industries may see a slowdown, people are reluctant to give up travel and experiences again. The most recent American Travel Sentiment Study indicates that 92% of Americans have travel plans in the next six months, which is among the highest level of travel seen since the beginning of the pandemic. Airports have once again transforme...
Hilton Spotlights Travelers’ Changing Expectations as a Record Year of Travel Concludes
Hilton | November 14, 2022
2023 trends report reveals focus on frictionless travel, more engaging experiences, a sense of caring and enhanced wellness offerings MCLEAN, Va. – If 2022 was the year of the changed traveler, 2023 is the year of the evolved traveler. Today, Hilton released its 2023 trends report, The 2023 Traveler: Emerging Trends that are Innovating the Travel Experience, A Report from Hilton, which reveals the latest consumer expectations following a year when travelers showed up in record numbers. Based on a global survey and analysis of current travel trends, today’s travelers are looking for a balance of technological and human innovations...
Fresh Ideas for Surviving Future Crises in the Hotel Business
EHL | November 14, 2022
The World Café was held at EHL Hospitality Business School in July 2022. The event was an opportunity to exchange ideas on the impact of past crises and future preparedness, with 50 hospitality industry practitioners, researchers and economists from Western Switzerland. It was led by Professors Emmanuel Fragniere, Roland Schegg (HES-SO Valais-Wallis), Stefano Borzillo and Augusto Hasman (EHL Hospitality Business School). In this article we present the insider highlights and fresh ideas for surviving any future crises. Crisis management preparedness: New innovation strategies 1. Empowering staff Empowering staff means taking a lo...
It’s Launch Day for Growth Advisors International Network – GAIN
Growth Advisors International Network - GAIN | November 10, 2022
A collective of seasoned C-level commercial, tech, investment and marketing executives, GAIN is set to drive growth for organizations in the travel, hospitality, and restaurant technology sector Phoenix, Arizona, 10 November 2022: Today marks the official launch of Growth Advisors International Network – GAIN, bringing together some of the world’s most experienced strategic leaders in the travel, hospitality and restaurant technology industry that work closely with organizations around the globe from tech-based startups to large enterprises and venture firms, to drive growth, industry impact and intelligent commercial expansion. Ide...
Tourism Tidbits: Developing Shared Leadership for Successful Tourism
Dr. Peter Tarlow | November 4, 2022
By Dr. Peter Tarlow All too often tourism entities talk about “partnerships and sharing leadership”, but actually mean by that phrase: "let's see what you can do for me." Agency-centric tourism, however, is becoming more and more difficult to manage successfully. Industry leaders in tourism, both in the private sector and in the public sector are learning that in today's post-Covid competitive market; communities and even entire nations need to work together toward a common good. To help you achieve this level of cooperative marketing and success consider some of the following ideas: • See your colleagues as equals rather than...
Striving for a Better Way, Better Year for Hoteliers
Bob Rauch | November 2, 2022
By Bob Rauch Economic and geopolitical factors from the war in Ukraine to lingering pandemic fears and interest rates are expected to continue into 2023, leading to some hesitation and talk of recession in the hotel industry. The Federal Reserve has now increased interest rates three times in a row, all at 75 basis points. It most likely has already slowed the pace of inflation, so they should stop raising the rates. While consumer spending remains strong, there are many indicators that holiday spending will be softer than expected, the housing boom is winding down and recession conversation has created concern. After hearing my f...
Hotel Data Security Update: Hotels, Hotel Owners and Employee Personal Information
Bob Braun | October 26, 2022
By Jim Butler, Bob Braun Hotel operators and owners have long been focused on the privacy of the personal information they collect from guests – because of the global nature of the hospitality business, hotel brands have focused on complying with the European Union’s General Data Protection Regulation (GDPR), and beginning in 2018, the Consumer Privacy Act (CCPA), the first comprehensive law designed to protect the privacy of consumers’ personal information. Businesses that are subject to the GDPR and the CCPA are required, among other things, to respond to consumers who wish to view the personal information collected by the business...
Can We Close the Gap Between Business Travelers and Their Corporate Travel Programs?
GBTA | October 19, 2022
New report from GBTA and Deem examines the balance between employee travel satisfaction and corporate cost and policy objectives and the role innovation can play As business travel continues its steady return and recovery around the world, what does the landscape look like now for both companies and their employee travelers? A new research report – “The Dawn of the Employee-Centric Travel Program” – released today by the Global Business Travel Association (GBTA), the world’s largest business travel association, and Deem, a leading mobile-first corporate travel management software provider, explores the current state and role...
PwC 2022 Holiday Outlook: Millennials Dominate Spending Amid Uncertain Economic Outlook
PwC | October 13, 2022
Despite citing fears of inflation and the rising costs of transportation and utilities as deterrents to holiday spending, most consumers — 74% — told us they plan to spend the same or more this holiday season as they did last year. Aware that they might have to stretch their holiday budgets, some have already started to cut back in the months leading up to the holiday season — on dining out, apparel and streaming services. To find out more about their expectations and intentions for the season, we asked 4,000 consumers where and when they will shop and travel — as well as what drives their purchasing decisions. Holiday spendi...
Hard Rock International and Seminole Gaming Surprise U.S. Workforce With Substantial Wage Increases Nationwide
Seminole Gaming | September 20, 2022
HOLLYWOOD, Fla., Sept. 20, 2022 — Hard Rock International and Seminole Gaming today announced wage increases for half its U.S. workforce. The increases apply to U.S. team members and new hires at company managed Hotel, Casino and Cafe locations nationwide. 95 job classifications, including cooks, housekeepers, security, public space, call center and many more are among the greatest impacted. In some cases, starting wages are increasing by over 60 percent. The new starting wages range between $18 and $21 an hour, with minimal exceptions – more than 2.5 times the Federal minimum wage and exceeding each U.S. state minimum wage. ...
Are Hotels Putting People’s Lives at Risk, Just to Save Some Money?
Alan E. Young | September 20, 2022
By Alan Young Not everyone has an appetite for adrenaline, but let’s pretend you are about to jump out of a plane, ready to free-fall 10,000 feet into a sprawling field below. Just moments before you tuck and roll your way out of the plane, the skydiver beside you gives you a nudge and a wink before saying, “hopefully, we all make it down in one piece, eh?” a parting sentiment that sends a current of fear and uncertainty coursing through your body. Noticing your body language, the diver you’re paired with gives you a warm smile, “Don’t worry, he’s mostly kidding. It’s just that the parachutes we are using are old, and one m...
RIU Hotels & Resorts Shares Its 2021 Sustainability Report
RIU | September 19, 2022
2021 was a year of all-around recovery for RIU Hotels & Resorts, as well as a year full of courageous decision-making and new investments. Presented yesterday by RIU to its stakeholders in July, the report is the first of its kind, as, in addition to being the company’s Corporate Social Responsibility report, it also presents the hotel chain’s major indicators and projects in 2021. The company was able to recover its business after a 2020 marked by the pandemic, an occurrence that changed the chain’s priorities, as the main objective shifted to guaranteeing people’s safety. This continues to be the company’s top pr...
Choice Hotels Introduces ‘Your Key to Profit’ Resource to Benefit Franchise Owners
Choice Hotels® | September 13, 2022
ROCKVILLE, Md., Sept. 13, 2022 -- Choice Hotels International, Inc. (NYSE: CHH),--one of the world's largest lodging franchisors, is building on its longstanding commitment to increasing owner profitability with a free resource for its hotel owners: Your Key to Profit. Launching in the fourth quarter of 2022, the new platform will centralize all Choice's proprietary profitability tools in an on-demand, mobile-friendly system to better enable success for owners' hotels. "Choice Hotels' award-winning tools, capabilities, and expert advice from revenue management consultants enable franchise owners to quickly execute the right pricing str...
Is an Aging Society a Threat or an Opportunity for Hospitality?
EHL | September 13, 2022
What does "population aging" mean? Population aging is the name for an ongoing demographic phenomenon, the fact that the average age of individuals in society increases over time. In other words, there are more and more old people in the population, and less and less young persons. The graph displayed in Figure 1 illustrates the phenomenon. It shows the old-age dependency ratio (OADR), defined here as the number of individuals aged 65 or more, over the number of individuals aged 20 to 64. Today, that ratio sits at 32% in the OECD, on average. As the graph shows, the population aging phenomenon has been rather mild in previous dec...
How to Spot Promising New Opportunities During Service Design
Franck Louveau | August 24, 2022
By Franck Louveau The hospitality and service industry involves developing and adapting solutions and services that create better value and user experience –services that improve customers' satsifaction, thus quality of life. One of the best ways to achieve this is through service design with processes like rigorous service concept validation. However, you must identify an opportunity or gap in market first before designing a service as the solution. You must be able to identify the best opportunities and develop the best and most viable solutions with service excellence at the core of your service design. After aligning your vis...
Hospitality Industry Statistics to Have on Your Radar in 2022
EHL Insights | August 18, 2022
The hospitality industry is a vast sector with many different categories that include recreation, lodging, entertainment, food and beverage. As a result, it is essential to collect all the relevant hospitality industry statistics to fine-tune your digital and social strategies to match the rapid changes currently impacting the sector. This is especially important for hospitality because it was one of the hardest-hit industries by COVID-19, and its challenges are still ongoing. Now that things are almost back to normal, the hospitality industry not only has to deal with changing consumer preferences and expectations but also deal with...
