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 Origins of the Hospitality Industry and What Lies Ahead
Samuel Wich | August 20, 2018
By Samuel Wich Away from home, surrounded by strangers and yet you feel welcome. The original idea of hospitality has remained unchanged since the creation of the word itself. Derived from the Latin word "hospes", meaning both visitor and stranger, hospitality has its roots in ancient history. Thousands of years ago, when road networks were scarce and traveling was cumbersome strangers arriving in a foreign land had to rely on either their camping skills or a local's kindness when looking for shelter. During the age of pilgrimage and the development of major trade routes throughout Europe, it was mostly inns and taverns offering primiti...
Hospitality Financial Leadership: Who Inspired You?
David Lund | August 20, 2018
By David Lund Who inspired you – Who was the one person in your career you would have done anything for? Be you for a moment and re-live the experience you had when your career really took off. That place in your past that had you really growing and learning your craft at a rapid rate. You had someone in your world that was an inspiration, a bright light to follow. Some would call this person a mentor or a guide or adviser or a guru. This person took it upon themselves to help you find your way. And how exactly did they do this, what was their method or system to help you? "Show me a successful individual and I'll show you someone...
FACT: The Mobile Guest Journey Matters
the Author | August 20, 2018
By Magnus Friberg CEO, Zaplox What makes a great guest experience? This is a question that remains top of mind for every hotelier, and the question which drives much of the evolution within our industry. As the guest journey continues to evolve in terms of touchpoints and expectations, hoteliers are expected to adapt and curate a unique and continuously guest-centric experience. While the defining factors of an ideal guest experience may vary based on whom you ask, there are a few indisputable realizations, one of which is this: Hotels must offer a frictionless guest experience, and much of that experience is rooted in mobile. Research...
Industry Research Offers an Inside Look at Millennials’ Unique Hotel Needs
FutureBrand Speck | August 17, 2018
REDWOOD CITY, CA – August 17, 2018 – According to new research by FutureBrand Speck, part of Interpublic Group (NYSE: IPG), Millennials (those currently 22-37) have a higher demand for enriching experiences over traditional hotel amenities. FutureBrand Speck surveyed 250 travelers to better understand how to attract and retain guests in the hospitality sector, and found disparate results among the generations. Younger generations are more willing to pay for technology and wellness services when they are well integrated into the hotel journey. Millennials surveyed would be more appreciative of fitness and wellness offerings d...
How Technology Is Driving Transparency in Real Estate
Real Views | August 17, 2018
From buildings filled with sensors tracking employees, to software that monitors reams of leasing documents, new technologies are rapidly being incorporated across the commercial real estate industry. While no two tools are the same, they share a common output: data. Big data, and the technology driving it, are promising huge leaps forward for the real estate industry. While broad-based data collection requires requisite caution, the eventual outcome is likely to be greater transparency, especially in markets where information remains tightly held, according to JLL and LaSalle's Global Transparency Index. "Property is in the midst of a ...
Lifestyle Hotels Gain a Foothold in Asia Pacific
Real Views | August 14, 2018
By Serene Lim Lifestyle hotels are carving out a niche in Asia Pacific, boosted by youthful guests looking for authenticity, community and local experiences coupled with features like innovative design, good connectivity and convenient locations. Once lumped together with independently run boutique hotels like those pioneered by hoteliers such as Ian Schrager with The Morgan in New York in the 80s, lifestyle hotels combine the intimacy and designer touches of boutique hotels while also offering the perks of a chain such as a consistent experience and economies of scale. Starwood's W brand is widely acknowledged to be the first mainstrea...
Hospitality Financial Leadership: Why Your Average Joe Should Never Use an OTA – And… Why He Will Never Stop Using Them!
David Lund | August 13, 2018
With two large shortcomings I can't see why the average person who has a basic understanding of how the travel world works would ever use an online travel agency. In making this statement it occurs to me that—obviously—most people don't know the basics. If they did know the two things I'm going to talk about here, the OTA world would be dead on its feet. The real question is why hoteliers do not get together and create a presence in the online world and inform people so many more customers can make a favorable decision. Then hotels in turn could increase their own traffic and reduce commission costs. This is the $64,000 ques...
Contractor’s Perspective on Renovating Chain Hotels Versus Boutique Hotels
Cicero's Development Corporation | August 9, 2018
PLAINFIELD, IL, AUGUST 9, 2018 -- With a booming economy, Americans are spending increasingly more time traveling. Luckily, when it comes to hotels, they have more options than ever, from the tried-and-true branding of large chains to smaller boutique hotels aiming to provide unique, one-of-a-kind experiences. Both options work, but offer distinctly contrasting atmospheres. These contrasts pose challenges to renovation contractors. Construction procedures and design goals differ greatly between chain and boutique hotels. Boutiques have become synonymous with the idea of quirky cool while major chains rely upon uniform, pre-approved Prop...
Nobody Asked Me, But… No. 200: Hotel History: Cesar Ritz and Auguste Escoffier
Stanley Turkel | August 8, 2018
By Stanley Turkel, CMHS Hotel History: Cesar Ritz (1850-1918) & Auguste Escoffier (1846-1935) Cesar Ritz was a Swiss hotelier whose name is more synonymous with hotel luxury and fine food than Conrad Hilton, J.W. Marriott or William Waldorf Astor. Along with his chef de cuisine, Auguste Escoffier, Ritz was already well known across Europe when they were invited to run the revolutionary new Savoy Hotel in London in 1889. The land on which the Savoy stands was bought in 1880 by the impresario Richard D'Oyly Carte to build the Savoy Theatre dedicated to presenting the Gilbert and Sullivan operettas which he produced. Impressed by the ...
3 most outstanding hotel concierge software
Our.Guide | August 8, 2018
Traveling is a pleasant undertaking. Particularly, when the tourists are reassured that their expectations will be met by the hotel staff; as a result, they will travel more frequently. This article presents three amazing hotel concierge programs that are useful in running every type of hotel. At the very beginning, it is worth to highlight the specific role of a concierge at a hotel. The responsibilities of such a person is to resolve problems that the guests may have, or possibly are not aware of them; thus, making their stay more pleasant. The concierge is the first person that the guests will see when they enter the hotel. This empl...
Why Asia Leads the Race in Smart Hotel Technology
Real Views | August 7, 2018
By Serene Lim Robots butlers, keyless entry and virtual reality-enhanced room bookings: Hotel guests are increasingly being greeted by these once futuristic tech features around the world. But hotels in Asia have been upping the ante, with a younger hospitality industry – and many guests in their 20s and 30s – quickly taking to new innovations. In Japan, for instance, self-parking slippers and furniture are able to return to their designated spots after use. A blockchain reward system introduced by Malaysian hospitality firm Hatten Group allows members to collect tokens in exchange for hotel packages and stays. Meanwhile, An...
Hospitality Financial Leadership: Light Bulb Moments
David Lund | August 6, 2018
By David Lund I have had a few of these. The ones that stand out the most for me are the ones that I experienced from my father. Growing up I was not what you would call a high achiever. My grades in school were not great by any measure. I had friends and my social network was solid. I had a girlfriend in junior high school and that was probably what saved me from being somewhat of a delinquent. I was always curious about the things you were not supposed to do. I always thought my dad was somehow disappointed in me and my behavior and choices. Two light bulbs I experienced through my dad. The first one came when I graduated from high sc...
Don’t Blame Me. I Just Work Here
Shep Hyken | August 3, 2018
By Shep Hyken I can't make this "stuff" up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half the amount. The salad didn't even cover the entire plate. So, my friend spoke up and mentioned it to the server, who replied, "I don't make them. I just serve them." And, then he walked away. We were stunned by his response. I broke the silence by stating...
The Difference Maker: 2019
Robert A. Rauch, CHA | August 3, 2018
By Robert A. Rauch Every year is different in many ways. Technology is changing very rapidly and yet there are some basics that we often forget that can make the difference right now and this coming year. I was compelled to write this after reading The Power of Moments by the Heath Brothers. These tips are specific hospitality industry tidbits based on this fine book and 40+ years of experience in the industry. Yes, I started when I was 4. Elevating Experiences "Moments of elevation" are experiences that rise above the routine, according to the aforementioned book. These moments make us feel joyful and motivated. To create these moments...
Round 4: Your Customer Service Questions Answered
ProSolutions | August 3, 2018
By Katie Scheer Are you ready for the 4th in this series? Here we are covering topics of customer service efficiency, accessibility, and gaining feedback. All are imperative to your success since your customers' perspective is your business' reality. Our goal is to help ensure that your reality is one of big success, so away we go with answering your questions... 1. We live in a fast-paced world where patience is limited, so I feel pressured to deliver information to my customers as quick as possible, which sometimes results in not giving them the most thorough information. Suggestions? You are right. Customers typically want th...
Tourism Tidbits: Using Questionnaires: The Do’s and the Don’ts
Dr. Peter Tarlow | August 3, 2018
By Dr. Peter Tarlow Perhaps one of the least well-understood and most used forms of tourism research is the "questionnaire". Tourism professionals and marketers utilize this scientific method on a regular basis and statistics play an important role in tourism decision-making and marketing. Classically tourism should be divided into quantitative and qualitative research. Both forms of research are important and both provide important insights into the market. Statistical data are also divided along a second fault line, that of descriptive data (data that provides a picture of current reality) and inferential data (information from which ...
How to Build an Emotional Bond With the Most Demanding Clients, Hotel Guests
Valpas Enterprises | August 3, 2018
Imagine walking into a fresh hotel room after a long flight; dropping your luggage, collapsing onto the bed before noticing your favorite magazine resting on the table out of the corner of your eye. Seated next to it is a welcome letter addressed to yourself and an iPad tailored toward local services (yes, food delivery!). On the wall, there's a television with Netflix open and beneath it a selection of complimentary snacks. Personalization fuels hotel stays in the modern era, and the experience is forever vital. The best hotels go beyond expectations in order to make the best of a guest's visit. The little, unexpected things boost the...
Tour Guiding the Guest Experience
Roberta Nedry | August 2, 2018
By Roberta Nedry Sometimes I just can't help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must leave my own meal and partner to offer to take a photo of them together. I just have to jump in and make sure their experience is as wonderful as it can be, even when I am not on duty. Or, no matter what state or country I am in, I seem to be the person people stop in airports or on the streets to ask directions or to ask for information I don't even know. And, whether it is a tour of my country, my state, my town, my neighborhood, my house or even my kitchen, I must make sure my audience (whe...
Hospitality Industry Amateur Hour: Hotel & Resort Fees
Vertical Booking | August 1, 2018
By Mark Lewis-Brown, CEO & President at Vertical Booking USA After you've been in the hospitality industry for as many years as I have (more than 30 years… how time flies when you're having fun!), you get used to seeing human error manifest in so many truly unfortunate instances: from putting the decimal point in the wrong spot (hello, $10 rooms!) or using overbooking as a revenue management strategy, I've seen it all. While these types of mistakes may make the front page (of our favorite hotel trade publications), there are also a HUGE number of mistakes caused by human error in all types of operational processes that are (a...
The Inside Story of Hilton’s New High-Tech Hotel Rooms – and What It Will Mean for Travelers
Hilton | July 30, 2018
Imagine being able to set your favorite TV channels, optimal room temperature and turn the lights off from the comfort of your hotel room bed, all on your own mobile device. It's not a pipe dream: Welcome to Hilton's Connected Room. Through the award-winning Hilton Honors app, guests can use their mobile device as the in-room remote to control their television programming, lighting, and temperature controls –personalizing their preferences just as they do at home. Josh Weiss, Vice President of Brand and Guest Technology at Hilton, explains how and why Connected Room came to life and where it's going next: Q: What inspired the ...
OK, Computer: Why Hotels Are Employing Digital Concierges
JLL Real Views | July 30, 2018
By Natalie Holmes "Alexa, where can I get good sushi around here?" Digital concierges have arrived, bringing hotel guests unprecedented levels of personalization and control. As the technology driving AI and recommendation engines continues to evolve, hotels are starting to embrace the power of digital concierges to provide a customized and on-demand service. In June 2018, Amazon announced Alexa for Hospitality, an in-room version of its voice-activated virtual assistant designed especially for the hotel industry. As part of the launch, Marriott International is set to introduce the experience at a number of properties in their brand po...
Hospitality Financial Leadership – Flower Power
David Lund | July 30, 2018
By David Lund It was the spring of 1995 and I had recently transferred from one hotel back to the regional base and into a newly created position as the regional operations analyst. The job was tailor-made for me. The position was the brain child of our regional vice president. I was to assist him in the review of operational financial performance for the hotels in our region. In the year that followed I learned so many valuable lessons from our work and his experience, style and, above all else, his common sense. Here's one of my favorite episodes as Regional Operations Analyst During one of our early discussions my new boss told me th...
Hotels: Are you a Clunker or a Sports Car?
Stephan Wiesener | July 26, 2018
By Stephan Wiesener "The most successful technological innovation should feel so natural to the user that it's almost completely invisible. We only notice things when the user experience is awkward or clunky, or when it simply doesn't work." Otto Berkes, CTO CA Technologies This quote is more than two years old, and yet, the hospitality experience still feels clunky, both for hotel staff, as well as for guests. Just think of the check-in experience at most hotels: the front desk staff must ask the guest key details (name, etc.), look up the reservation, make sure the guest has the right room assignment and that the roo...
Providing a Positive Experience Across the Entire Guest Journey
Robert Reitknecht | July 25, 2018
By Robert Reitknecht Twenty percent of hotel guests say their customer experience (CX) expectations are higher than they were two years ago. So, what's changed between now and then? Greater demand for quality, consistent service organization-wide. Consider these three real guest reviews I found on TripAdvisor: · "The first night was horrible. At [midnight], kids were shouting and making noises outside my room. I called reception to get security to come and do something and tried to sleep. No one came." (source) · "The breakfast buffet staff was horrible. Whenever we would simply ask for some food to be restocked, they woul...
