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
Industry Experts at Preferred Hotels & Resorts Reveal Top Travel Trends and Hot Destinations for 2020
Preferred Hotels & Resorts | December 4, 2019
NEWPORT BEACH, CALIFORNIA – December 4, 2019: Travel and hospitality professionals across the globe are preparing to usher in a new decade of travel, focusing on up-and-coming destinations, increasingly popular lodging trends, and fresh ways to experience travel in a meaningful way that impacts the way people view the world. With more than 50 years of industry experience, the experts at Preferred Hotels & Resorts – the world’s largest independent hotel brand with more than 750 properties in 85 countries – are sharing their insights and tips for the year ahead. · CONSCIOUS TRAVEL – According to the Sustainab...
The Importance of Attracting and Managing Hotel and Hospitality Customer Reviews
Jessica Kaiser | November 21, 2019
By Jessica Kaiser Good, bad, and unusual, managing your online reviews can seem daunting, but with the right knowledge of what customers and critics online respond to, it doesn’t have to be. Getting reviews by encouraging customers to share their experiences has some clear-cut benefits. If someone had a positive experience and shares it online, your brand gets a public-facing declaration of a content customer. There are also some other benefits that may even seem like a negative at first glance, such as your hotel receiving a bad online review (more on this below!). From Facebook to TripAdvisor –anywhere your organization can receive r...
Don’t Skip Out on Skip-Gen Travel
Alan Young | November 14, 2019
By Alan E. Young There’s a popular saying that reads, “Identity influences behavior.” This proves to be an especially important understanding of hospitality. As industry leaders work to identify (and cater to) the entirety of the guest journey, from pre-stay to post-stay, we are constantly faced with the question like: What do guests want most, and why? What is their motivation for traveling? What makes an exceptional trip? Modern guest loyalty, after all, is earned, not given. Across each generational group and travel segment, hoteliers are implored to get closer with each guest to gain a deeper understanding of who they are, what t...
Hotel Branding: How to Take Your Hotel Brand to the Next Level
Jennifer Luo | November 13, 2019
By Jennifer Luo Seldom businesses can thrive nowadays without carefully-planned marketing strategies: not to say in the hospitality industry where there is at least one new property opening somewhere in the world almost every week. Moreover, the ubiquity of technology and the replicability of products means that branding has become one crucial differentiator for hospitality businesses. A hotel may be a superior service provider with its renowned facilities, but the customers need to seek a way to know about the hotel and its service quality out of all its competitors. As the market is saturated with countless hotels, brands and offerings...
Taking a Closer Look at a Panic Button Installation
Larry Mogelonsky | November 13, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Behind every new technology are a host of potential setup problems that can take hours or days to solve. For that matter, ESDs (emergency safety devices) are no different, for which I’ve had the pleasure of recently having to oversee a property installation and am now reporting on some of the specifics that you must also consider. As background on how these panic button solutions work, we’ve had RFID (radio frequency identification) for many decades and relatively affordable forms of WiFi or GPS for nearly 20 years, but these technologies could never really give us the response ...
Hyatt Launches Three Global Initiatives to Significantly Reduce Single-Use Plastics
Hyatt Hotels Corporation | November 12, 2019
CHICAGO - November 12, 2019 – Hyatt Hotels Corporation (NYSE: H) is announcing a series of initiatives to reduce waste at Hyatt hotels globally, including introducing large-format bathroom amenities and reducing single-use water bottles by June 2021. The following initiatives will be introduced as soon as possible in properties around the world, and no later than June 2021: Transitioning to large-format bathroom amenities to replace traditional small bottles of shower gel, shampoo, conditioner and lotion. Increasing the number of water stations in key public spaces at hotels for guests who wish to refill reusable water bottles. S...
How to Pull Off a PR Stunt & Create Brand WOW
Melissa DiGianfilippo | November 8, 2019
By Melissa DiGianfilippo Bill Gates once said, "If I was down to my last dollar, I'd spend it on public relations." Smart man. Public relations can be less expensive and far more effective than you might think. Still, the most significant obstacle aside from budget is tickling the fancy of media outlets and your target audience. Without the media, your story is less likely to reach the public. A well-planned and executed PR stunt can generate incredible amounts of interest and elevate your hotel, motel, B&B, or resort to a new level in the minds and hearts of the media, and more importantly, potential guests. First, you might be won...
Hotel Sales RFP’s Circa 2020: How to Be the Best, Not Just the First to Respond
Doug Kennedy | November 8, 2019
By Doug Kennedy When I speak with hotel sales leaders at my training workshops and conference presentations, and when I read interviews with them in hotel trade publications such as this one, it seems that most are buying-in to these three myths about hotel sales in the current era: The most important factor in closing more leads is to be the first to respond. The second key to success is having the coolest PDF or online brochure, with more pictures than everyone else. Planners who send digital inquiries do not want to talk or correspond; they only want to get the proposal they asked for. Let’s tackle these mistaken beliefs...
Fuel White Paper Helps Hoteliers “Beat OTAs at Their Own Game” and Maximize Direct Booking Strategies
Fuel | November 5, 2019
Newly released white paper reveals proven OTA strategies that hoteliers can seize upon to combat growing online competition and improve direct booking results. Myrtle Beach, SC – November 5, 2019 – Fuel, the premier software provider and digital agency for the hotel industry, has announced the release of a new white paper to the hotel industry that is geared toward helping hoteliers gain additional revenue through direct bookings on their own websites. Entitled “How to Beat OTAs at their own game,” the new informational white paper explores key data-driven tactics that the most successful Online Travel Agencies have used to captur...
Hospitality Financial Leadership: A Good Hotel Friend and the Canadian GP
David Lund | November 4, 2019
By David Lund The hotel business is often a grind. I mean it is tough slugging it out each day. The guests never go away or when they do, they are replaced by others. Colleagues need your constant attention or lord knows what they will get up to if left to their own devices. And there is always someone who needs something that just cannot wait. I think you know what I mean. But alas there is the other side of the coin. That is when someone gives you an unexpected gift! Right out of the blue. That has happened to me many times in my 30-plus years. This story is about one of those times. It all started when I was still a cigarette smoker....
Service Excellence: Through the Eyes of a Server
Bryan K. Williams | November 4, 2019
By Dr. Bryan K. Williams Back to my roots. There’s something deeply moving and rejuvenating to go back to where it all started. My professional career began almost 30 years ago in a fine-dining French restaurant called “The Palm Terrace”. I started as a busboy, then worked my way up to various roles. However, the job that transformed me; the one that made me feel like I was flying...the one that fully consumed me, was as a restaurant server. Oh, I loved that job. In fact, I still view myself as a server today! Many of the articles, books, keynotes and workshops that I’ve created were inspired by my time as a server. I studied...
Hoteliers: An API-First PMS Is Integral to Your Property’s Success – Here’s Why
Nicole Dehler, Vice President of Product Management StayNTouch, A Shiji Group Brand | October 31, 2019
By Nicki Dehler, VP of Product Management, StayNTouch, A Shiji Group Brand Choosing the right integrations for your property is not a black-or-white proposition. After all, different hotels have different business goals, markets and guest profiles. But choosing a deeper integration over a shallow one can make the difference between night and day for your property. An open, cloud-based infrastructure is quickly becoming an integral standard for businesses across industries, especially in the case of hospitality. Although hotels may have been historically slow to adopt new technology, forward-thinking brands are leveraging cutting-edge so...
Leadership Lessons: Pull the Weeds
Bryan K. Williams | October 29, 2019
By Dr. Bryan K. Williams Do you know what annoys a gardener more than anything else? A weed. They hate weeds. As soon as a weed rears its head the gardener pulls it out! In my analogy, the "gardener" is the leader and the "weed" is not the problem employee... it is the undesirable behavior (blaming other depts, bad attitude, etc). If your goal is to have a thriving garden (team), here are some keys to note regarding weeds: *You never have to try to make weeds grow. *Weeds don't start big. They always start small. *It's always easier to pull weeds when they are small. *Weeds are a sign of neglect. Whenever you see weeds, it mean...
Survey Indicates Two of Five Cybersecurity Professionals Say Their Company Is Under-Prepared to Handle a Data Breach
Avertium | October 24, 2019
Phoenix, Ariz. (Oct. 24, 2019) – According to the 2019 Cybersecurity and Threat Preparedness Survey, 39 percent of respondents indicate their company is under-prepared to handle a data breach and 66 percent prefer negotiating with a used car salesperson over dealing with a breach. Commissioned by Avertium, a leading provider of managed security and security consulting services, the online survey included responses from 223 cybersecurity and IT executives in the U.S. Key findings highlight attitudes toward new technologies, threat preparedness and investment strategies for 2020. The Avertium Cybersecurity and Threat Preparedness...
Hospitality: The Happy Industry
Hani Roustom | October 23, 2019
By Hani Roustom Hospitality noun, plural hos·pi·tal·i·ties. 1. the friendly reception and treatment of guests or strangers. 2. the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous way. Often we have heard and read how hard it is to work within the hospitality industry, a service industry that includes restaurants, hotels, resorts, travel & tourism, amongst others. Many articles and discussions have taken aim at the varied challenges of the business including long hours, low pay, harsh conditions, rigid schedules, and poor work life balance. These are ...
Distinguishing Between an Influencer and a Guest Looking for a Free Weekend Stay
Larry Mogelonsky | October 23, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) On one of the properties for which I help in an asset management role, I’ve recently had to assume more of the public relations responsibilities. As the entire senior team is constantly overloaded and with no budget for top-tier public relations firm, we needed a way to quickly sort through media requests. Even for a small resort such as the one in question, the hotel is nevertheless bombarded week-over-week with requests from reporters for traditional or digital magazines as well as social influencers. All of whom want freebies – comped rooms with an F&B component and somet...
Have You Ever Considered Using Failure as an Attribute?
Gary Hernbroth | October 22, 2019
By Gary Hernbroth Whether you are looking for a job or being considered for a new responsibility, let me twist the familiar here and suggest that failure – yes, failure – could actually be your ally. How’s that? In a conversation with hospitality sales and marketing pro Steve Lowe about interviewing and hiring many people throughout the years, he had a unique take to share with me: “I like to ask people ‘Have you ever failed? What happened and what did you do about it?’ I don’t believe that you can really be successful without having failed at some point or other in your life." I love that! I wholeheartedly concur w...
Hit the Slopes, Save Up to 50% With Perfect Powder Ski Getaways!
Benchmark Resorts & Hotels® | October 21, 2019
Five Premier Resorts Offer Epic Savings on Lift tickets, Accommodations, Dining, Rental The Woodlands (Houston), Texas (October 2019) – Snow Bunny beginners, downhill racers, freestyling snowboarders, and snowmobilers can hit the slopes at savings of up to 50% with the Perfect Powder Ski Vacations promotion from Benchmark Resorts & Hotels and Gemstone Collection. Throughout ski season, major discounts are offered on lift tickets, guest room accommodations, dining, equipment rental from five leading mountain resorts in California, Colorado, Vermont and Wyoming. Each luxury property offers exceptional facilities including full-service ...
Increase Your Profitability by Shifting to a Proactive Group Sales Strategy
Knowland | October 15, 2019
By Lisa Bonanno ARLINGTON, Va., Oct. 15, 2019 -- Knowland, a hospitality industry leader in meetings market data and analytics for hotels, convention and visitor bureaus (CVBs), convention centers and other meeting venues, encourages property management companies to change their group source of business to proactive and to budget for that change in 2020. With the looming uncertainty of the economy, many property management companies are not confident their properties’ “inbound RFP strategy” will work going forward. As they sit down to develop their 2020 budgets, they must consider many things including their cost of acquisition fo...
To Buy or Not to Buy… That Is the Question
JLNPR Inc. | October 10, 2019
2 Tips to Boost Your Company’s Brand Awareness & Close More Sales By Jennifer Nagy Small businesses, especially those in the startup phase, spend a lot of time focusing on how to increase sales. (I mean, rightfully so; after sinking thousands of dollars into developing a brand-spanking new technology solution, who wouldn’t want to start making some of that cash back ASAP?!) Because of that mindset, most entrepreneurs launch their business with a complete sales strategy established, a team hired to do the legwork and incentive structures established to incentivize their sales staff – which is great; however, in many cases, h...
Hospitality Meetings and Events Professional Predicts 2020 Meeting Trends
Stefanie Rowe | October 9, 2019
As the current Director of Sales and Marketing at Hotel EMC2, which opened in 2017, I have seen it all when it comes to hotel meeting and events. Throughout my current role, I have learned how important it is to incorporate the property’s identity to provide a unique atmosphere. As an art and science inspired hotel, we have many of one-of-a-kind features including our on-site library of 12,000 books and robot concierges, which I make sure to highlight when meeting potential clients. From small corporate meetings to elaborate receptions, I have been a part of the planning process from beginning to end for a diverse array of events. Throughou...
New Research Shows Fraudulent, Misleading Hotel Bookings Rob Consumers of $5.7 Billion Annually
AHLA | October 7, 2019
WASHINGTON (October 7, 2019) – The American Hotel & Lodging Association (AHLA) released new research that reveals online booking scams and dishonest marketing practices by fraudulent and misleading travel websites continue to deceive and confuse consumers. In fact, 23 percent of consumers report being misled by third-party traveler resellers on the phone or online, which amounted to $5.7 billion in fraudulent and misleading hotel booking transactions in 2018 alone. “The numbers we saw in this research are completely unacceptable. Consumers are being robbed of billions of dollars every year by bad actors,” said Chip Rogers,...
9 Travel Trends and Habits of Baby Boomers
Alan Young | October 3, 2019
By Alan E. Young Anyone who has watched Dirty Dancing remembers the iconic line, “Nobody puts Baby in the corner.” Well, hoteliers, what about baby boomers? Over the last few years, millennials have captured a great deal of attention across industries, with hospitality being no exception. Their unique travel behaviors and impressive buying power have generated sizeable interest from hoteliers around the globe, who are eager to tap into their psyche and earn the loyalty of this generational group. With that said, however, millennials only account for those born between 1980 and 1999. Although influential, they do not comprise t...
Putting the Bathroom on the Budget
Larry Mogelonsky | October 2, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) As we enter the traditional budgetary planning period for 2020, it’s all too easy to just go through the motions and tweak what was done last year. However, if there’s one area of guestroom operations where you can make major gains next year, it would be the bathroom. As it’s a highly personal space and thus a very sensitive one, any faults or perceived flaws therein will be emotionally charged and more likely to draw chagrin in online reviews. And if your TripAdvisor game isn’t perfect nowadays then you will have a hard time growing RevPAR over the long-term. While every...
