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
The Role of Technology in Cleaning and Sanitizing in the Era of the New Normal
Nutthaphat Poolworaluk | January 14, 2021
By Nutthaphat Poolworaluk The need to be reassured that your night’s stay is cleaner than ever has never been this critical before in the hospitality industry. With the ongoing Covid-19 pandemic, heightened measures for cleaning and sanitization need to be imposed, as the safety of both the guests and staff remains paramount in this so-called ‘new normal.’ Hoteliers must ensure that cleaning nowadays is not just for the appearance of the property, but also for the health and safety of the guests and the wider community alike. However, during this difficult time when human contact should be minimized, and cleaning and ...
7 Content Marketing Tips for Every Hospitality Business Owner
EHL | January 14, 2021
An investment in content marketing is so much more than just posting the occasional blog or having an influencer take a photo in your hotel. It’s a marketing approach that requires thought, planning and consistent execution in order to be successful, especially in the highly competitive hospitality sector. If you own a hotel, restaurant, bar, or any other hospitality business, here are seven content marketing tips you should always bear in mind. 1. Understand your audience Before you can create any type of digital content, you must first understand who exactly you want to create that content for and what you want to motivate them t...
An Empowerment Lesson From the Ritz-Carlton
Shep Hyken | January 13, 2021
By Shep Hyken If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze, first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience. That reminded me of an experience I once had at a Ritz-Carlton. The housekeeping staff had left dirty towels in the room from the previous guest. I...
Light at the End of the Tunnel
Craig Jacobs | January 13, 2021
By Craig Jacobs OPPORTUNITY FOR IMPROVEMENT As we recover from the ravages of the Pandemic and the hospitality industry re- emerges from its devastation, the good news is that there is unprecedented opportunity for improvement. Much of the upcoming change is directly related to the virus and is well underway; improved cleanliness standards, solutions to minimize germ spreading, and the re-invention of hotel dining among them. One school of thought is that business will naturally return to 2019 levels eventually. While that may be true, now is not the time for passivity. This crisis has been shocking and painful, and while it has brought...
An Introduction to Service Design
EHL Insights | January 12, 2021
Although service-oriented organizations now comprise 80 percent of the economy in developed countries, a surprising number of organizations in this field struggle to differentiate themselves from their competition. This can leave brands scrambling as they watch their customers select other hospitality options. Securing repeat customers, word-of-mouth recommendations and building a positive brand reputation all become significantly harder for brands that do not know how to use a service-design model. If these types of struggles sound familiar, then learning about the service-design strategies and how to incorporate them into a particular c...
Travelers Are Checking In to Spontaneous Trips in 2021
Hotels.com | January 11, 2021
DALLAS, Jan. 11, 2021 -- Spontaneity will be the word of the year for 2021 travelers as a new global study reveals 89% of U.S. travelers intend to be more impulsive than ever, following 2020's cancelled trips, boredom and all round 'year of nothing'. The new report from Hotels.com®, 'The 2021 Upgrade', has uncovered how this new lust for spontaneity will have a ripple effect on the hotel and travel industries, as travelers say 'yes' to more. Take me away…and quick! The global study showed that 32% are dubbing 2020 the 'lost year' for travel prompting more than a third (35%) to be more likely to drop everything to vacay if they can in...
What Is a POS System?
Tiziano Nessi | January 11, 2021
By Tiziano Nessi The point of sale (POS), historically known as the cash register, was invented by an Ohio saloon owner in 1879 in order to stop theft from employees and guests. Today, the physical need to store and safeguard pennies, nickles and dimes is over. In some restaurants nowadays cash registers are actually cashless, e.g. the chain Natural Kitchen in London. POS are mandatory for fiscal reasons in every country. Storing the articles' names and prices in these devices has speeded up and improved the service provided to the clients. POS, used in retail and F&B, is the sister of the Property Management System (PMS) used in ho...
Hospitality Financial Leadership – Me and Stephen King
David Lund | January 11, 2021
By David Lund I read his book, “The Shining,” while working that first winter in the bar at the Algonquin Hotel, in St. Andrews N.B., Canada which is my hometown. The book captivated my imagination about all things supernatural and the hotel. I can say that I had more than one conversation with my Lloyd on some of those lonely nights tending the bar in a hotel that was closed. The bar was the only thing open in the hotel – with me in charge Thursday to Saturday nights that winter. It was lots of fun! Mr. King lived just down the road so to speak from my hometown and it was and maybe still is popular folklore that he wrote “The S...
Hospitality Financial Leadership – The Top 7 Front Office Controls
David Lund | January 7, 2021
By David Lund As you know the front office is the command post for your operation, and it’s also the point where all the receipts come through. Making sure you have solid internal controls at the desk is not only good business, it’s mission-critical. Without these safeguards you are wide open and as someone once said, good internal controls help keep honest people honest. Now don’t get me wrong. I believe we need to trust the people we have on our teams, and I also have seen what can happen when there is an opportunity. So, this piece is about eliminating most of those weaknesses at the front desk. Room Rebate Review and Approval ...
2021 Top Hospitality Industry Trends
EHL Insights | January 7, 2021
What are the latest trends in the hospitality industry? Well, it goes without saying that the coronavirus outbreak and ensuing safety measures have had a significant impact on hospitality throughout 2020 and will no doubt spill over into 2021 and beyond. Some responses to this extraordinary situation, attempting to entice patrons back into food and beverage outlets and assure holidaygoers that it is indeed safe to enjoy a hotel stay, have accelerated existing hospitality industry trends and triggered lasting change. Meanwhile, evolution at the societal level - consequence in part of shifted values in the aftermath of the pandemic’s...
The Customer Service Experience Doesn’t Begin With the Greeting
Shep Hyken | December 23, 2020
By Shep Hyken In the world of show business and live entertainment, every act has an “opening.” Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more. So, when the actors speak their opening lines, it is actually the end of the opening. It’s the same in business. You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready t...
It Takes More Than Just Food, Restaurateurs Advised
PolyU’s School of Hotel and Tourism Management | December 23, 2020
21 December 2020 - Ghanaian restaurateurs need to improve food quality and hygiene, and give diners opportunities to socialise, find Professor Sam Kim, Ph.D. students Frank Badu-Baiden and Munhyang Oh of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University, along with a co-author in recently published empirical work. The researchers emphasise that food is a vital component of the tourism experience, but little attention has been paid by food tourism researchers to destinations outside of the West and Asia. Their findings offer important practical guidance for destination marketers in Africa and other devel...
Hospitality Financial Leadership: Diversity in Hospitality
David Lund | December 21, 2020
By David Lund I have been thinking about this topic for some time. Especially now in 2020 with the social unrest in this country and elsewhere in our world I think it’s time to speak up. For me, that means offering what I think is a path to an improvement in the way we look at and see each other. It comes from my experience in hotels, from the culture I grew up in, inside the hotel world, and at home. I consider myself to be extremely fortunate for many things, but the number one thing is my parents. We were decidedly middle class. My father was an automobile mechanic turned community college instructor and my mom was a homemaker to m...
The Spirit of Hospitality Is Nurtured by Gratitude
Doug Kennedy | December 21, 2020
By Doug Kennedy As we count down the final days and prepare to turn the calendar to a new year, so many of us are tempted to think “good riddance to 2020.” When I read posts and view memes on social media, it seems that most of us cannot wait to put this year behind us. Indeed, it has been a tough one for all, especially those of us who work in the hospitality and tourism industry. Yet when I sit at my desk writing my last training article of this crazy year, thinking of all the ups and downs I have gone through, I find myself being grateful for 2020, because 2020 taught me how to be even more grateful. This year has made me realize ...
11 Examples of CSR Practices in the Hospitality Industry
| December 17, 2020
By Justine Gentinetta In recent decades, consumer awareness of social and environmental issues has increased markedly. Companies are progressively integrating sustainable development into their growth strategies for both ethical and profitable reasons, especially if they are to continue attracting the younger, socially active customer. Impact on hospitality industry Environmental policies are on the agenda for all businesses and rethinking hospitality as a sustainable practice is becoming an increasingly urgent matter. Indeed, the hospitality sector is known for its outsized environmental impact. Thus, hoteliers have shifted their f...
Customer Service Lessons From the Best Unknown Companies
Shep Hyken | December 16, 2020
By Shep Hyken I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands. Once in a while, an audience member will mention a local business. Sometimes it’s a restaurant or a car dealership. It really doesn’t matter whether you know the company well or not. It’s the fact that the company offers a...
The Top 8 Travel Trends That Hotels Need to Act On to Capture Demand in 2021
Dori Stein | December 15, 2020
By Dori Stein - Chief Executive Officer, Fornova The travel and hospitality industry has shown its mettle during 2020 - rising to the challenges that Covid-19 has thrown at it and doing everything it can to survive. It's not been without its casualties. Now, with the prospect of a vaccine, hotels have to be on the front foot to win whatever demand is out there and secure heads in beds. When the vaccine becomes widely available, we expect the leisure market to return more quickly than business travel which will lag considerably. There are eight key trends that I believe we will see during 2021. Consumers will be more price-consc...
At Least 34 Million Fewer Americans to Travel This Holiday Season
AAA | December 15, 2020
ORLANDO, Fla. (December 15, 2020) – AAA Travel expects the vast majority of Americans to stay home this holiday season. Public health concerns and travel guidance are influencing their decisions not to travel over the year-end holidays, a period that typically sees high demand for vacations. While AAA expects at least 34 million fewer travelers compared to last year’s holiday season, as many as 84.5 million Americans may still travel from Dec. 23 through Jan. 3, a decline in travel of at least 29%. “While Thanksgiving is traditionally spent gathering with friends and family, the year-end holidays are when Americans often ventur...
Recent Study Shows One in Two Travelers Are Optimistic About Taking a Trip in the Next 12 Months
Expedia Group | December 11, 2020
Seattle, WA., December 11, 2020 – Today at its annual partner conference, explore ’20, Expedia Group revealed key considerations shaping travel decisions in 2021 and demonstrated technology enhancements to help travelers and partners make informed decisions and complete tasks. Expedia Group is sharing insights and tools to help the global travel ecosystem adapt to the shift in traveler expectations to restore confidence in the wake of COVID-19. The research from Expedia Group™ Media Solutions, the advertising organization of Expedia Group, shows that travelers need reassurance in critical areas such as flexibility, cleanliness, and co...
Employees Love the Story, Too
Shep Hyken | December 10, 2020
By Shep Hyken Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase. There is a similar benefit to employees reading reviews. While they may not be buying the product, the reviews help them buy into the company they work for. It provides validation, credibility and even a sense of pride. One of...
Accommodation Experiences in a New COVID-19 World
STR | December 9, 2020
9 December 2020 - July to September of 2020, defined by some as the summer of the staycation, was a period of relative freedom during which travelers around the world were able to resume leisure trips dependent on local restrictions and personal choices. The UNWTO’s tourism and COVID-19 briefing note in September reported that travelers in the current environment are considering shorter trips and destinations closer to home, at least in part, due to restrictions which have hampered international travel. In November 2020, STR’s tourism research team set out to understand current accommodation experiences by speaking with thos...
How a Total Revenue Approach Can Benefit Your Hotel
HotStats | December 9, 2020
Since the pandemic snuffed out hotel room demand, hoteliers have been digging through the resulting financial rubble in search of revenue. Unfortunately, focusing solely on revenue generation from rooms can obscure financial recovery vision. Exploring and mining for revenue generation outside of rooms is a first step in getting back to profitability. By measuring and monitoring total revenue per available room (TRevPAR), hoteliers have the ability to take a magnifying glass to all revenue sources and identify both underperformance and outperformance. Above all, it can reveal revenue opportunities to help carry a hotel out of the pandemic c...
Hospitality Financial Leadership: A Boring Routine Secretly Equals Power
David Lund | December 7, 2020
By David Lund If you wish you could do more each day and you’re open to looking at things differently, to consider there may be a stronger system to follow, perhaps this one is for you. Also, if you’re a big fan of multi-tasking then YOU HAVE TO read this. When we have a routine, we have a system that helps us generate tremendous results on the core work we do. We cannot be creative outside of a solid routine that gets the function of what we need to accomplish every day done. When the core work is done we then have a license to create outside of that routine. Scott Adams, author of “How to Fail at Almost Everything and Still W...
Top 10 Hotel Trends in 2020: Are They Here to Stay?
Heidi Banak | December 3, 2020
By Heidi Banak Back when we were all naïve enough to think that 2020’s biggest headache would be a seemingly endless year of political campaign ads, hotels and resorts in the U.S. were poised to enjoy the fruits of a robust economy. But the onset of the COVID-19 pandemic threw the industry into chaos, forcing hotels and resorts to not only rethink their strategies for the year, but in many cases to completely overhaul their operations. As H&LA’s consultants have continued to work on many assignments in 2020, we have had the opportunity to see firsthand some of the new trends in response to the pandemic, and we have compiled our...
