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
Insights into the Hotel Industry: A Conversation with Bob Rauch
Robert Rauch | April 22, 2024
In the interview with Gary London, Bob Rauch discusses various aspects of the hotel industry in 2024, particularly focusing on the United States and Southern California, with an emphasis on San Diego. Listen as we dive into the resilience of the hotel market, technology improvements, and labor challenges within the industry. Resilience of the Hotel Market: Despite facing challenges such as 9/11, the Great Recession, and the COVID-19 pandemic, the hotel market has stayed resilient, with periods of strong growth interspersed between downturns. San Diego, in particular, has managed to capture markets even during weaker periods due to its c...
Radisson Hotel Group Releases Its 2023 Responsible Business Report, Marking 35 Years Since Its Pioneering First Environmental Policy
Radisson Hotel Group | April 22, 2024
2023 was an exceptional year for Radisson Hotel Group’s award-winning Responsible Business program. The Group made significant progress on its Net Zero by 2050 transition, achieved important milestones in employee engagement and diversity, and continued to look beyond its borders to convene the hospitality industry in meeting the growing demand of consumers for green travel. The release of Radisson Hotel Group’s 2023 Responsible Business report marks the 35th anniversary since the Group issued its first pioneering environmental policy – the first ever in the industry. The 2023 report outlines key initiatives and milestones the Grou...
Luxury Hotels and a ‘Sense of Place’: The Branding Imperative
Dr. Suzanne Godfrey | April 17, 2024
By Dr. Suzanne Godfrey ‘Sense of place’ has long been a buzz phrase. Linked to a range of disciplines from urban planning to sociology, nowadays it is increasingly being used in the hospitality industry. It captures the physical aspects, culture and history of a place, as well as its impact on the senses, which can trigger emotions. Over time, it can create feelings of familiarity, comfort and security, as well as a sense of belonging: it’s a place where one feels, quite literally, ‘at home’. As we journey on, checking out brand identity examples will give us a better understanding of this concept. Brand differentiation: Locatio...
A Case Study in Optimizing Length of Stay From Wellness Capex
Adam and Larry Mogelonsky | April 17, 2024
By Adam Mogelonsky The word ‘optimization’ in today’s world implies the use of data and metrics for continuous business improvement, but it also implies making tradeoffs and devoting limited resources to certain goals ahead of others. For today’s hospitality world, we are confronted by so many data points, so many partners or siloed interests and so many different activities vying for our attention or capital. To make informed, strategic decisions that will unify various operations towards a common objective, hoteliers and owners must carefully pick the key performance indicators (KPIs) that they will optimize and prioritize. Wh...
Navigating Challenges of AI and Maximizing Value in the Service Sector
Dr. Nicole Hinrichs | April 16, 2024
By Dr. Nicole Hinrichs Artificial intelligence is revolutionizing not only traditional sectors but also reshaping the very essence of hospitality and service industries. The potential for transformation is vast, yet it's imperative to advance cautiously, striking a delicate balance between technological advancement and preserving the human touch, which remains the cornerstone of the service sector. As we navigate this paradigm shift, let's try to understand the boundaries and challenges of AI application and adhere to strategic investment guidelines. Doing so not only unlocks the boundless potential AI holds but also addresses the legitima...
Tourism Tidbits: Travel Ethical Review
Dr. Peter Tarlow | April 12, 2024
By Dr. Peter Tarlow It is not an exaggeration to state that the twenty-first century’s third decade has been one of challenges both for the tourism industry and for nations around the world. Security and safety issues, mixed with issues around energy, ecology, and sustainability have and will continue to play major roles in in the development of travel and tourism. These challenges do not pertain solely to the tourism and travel industry. The travel and tourism industries, however, are to a great extent dependent on disposable income. For example, when nations around the world face difficult economic hurdles these economic pro...
Redefining Business Mobility: Insights Into Travel and Office Trends for 2024
Charles Oswald | April 12, 2024
By Charles Oswald During his recent conversation with Ryan Embree for the Hospitality Trailblazers series on the Suite Spot podcast, President and CEO Charles E. Oswald talked through his trends and predictions for 2024. Here, Charles expands on those thoughts. In the ever-evolving business travel landscape, we observe significant shifts in market trends. Currently, there’s a general softening in leisure travel trends coupled with an improvement in business travel. These changes are critical as we adapt and strategize for the future. Key indicators that are paramount in our analysis include Office Utilization trends and Air Traf...
4 Tips to Attract & Retain Gen Z Employees
Mark Lewis-Brown | April 9, 2024
By Mark Lewis-Brown The hospitality industry is no stranger to evolution, and after surviving the chaos of the COVID pandemic and the aftermath, hoteliers are much more adept at pivoting as new trends and developments push the hospitality industry in new directions. 2024 has already ushered in a great deal of change, as consumer booking trends change and many of the top global economies experience contractions, but as always, there will be many other shifts that will impact the hospitality industry over the coming years; one of the most significant changes that we are currently experiencing comes with the entry of Gen Z into the workforce, w...
Unlocking Organizational Potential With Human-Centered Leadership
EHL | April 8, 2024
Human-centered leadership is an emerging and influential leadership style that puts people first within an organization. It emphasizes deeply understanding employees' needs, actively supporting their professional growth and fulfilment, and co-creating an engaging, psychologically safe, and inclusive work environment. Human-centric leaders act with authenticity, communicate their vision in a compelling and collaborative way, encourage teamwork and new ideas, and foster a culture of trust and innovation. This article will explore the multitude of benefits that human-centered leadership offers organizations, provide strategies and best practi...
Six Ways to Create Your Brand’s Experience Personality
Shep Hyken | March 14, 2024
By Shep Hyken Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction? How to Create an Experience Personality I want to take it a step further this week. Last week’s content was meant to get you thinking. Now, I want you to take action on the content. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: ...
Best Habits for Hotel Sales Site Tours: Stand Out When They Stop By (Whether in Person or Virtually)!
Doug Kennedy | March 7, 2024
Doug Kennedy’s Next Training Webcast - Complimentary Registration Now Open Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, March 18, from Noon – 12:45pm EST. REGISTER HERE “While many group and event bookers go through the buying cycle without ever visiting the hotel in person, there are still plenty who prefer a site tour,” said KTN President Doug Kennedy. “And smart salespeople always offer to conduct live virtual site tours for those who cannot visit.” Ty...
Will 2024 Go Up, Down or Sideways for Hoteliers?
Robert Rauch | March 6, 2024
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Fraud Detection in Hotel Transactions: A Machine Learning Framework
Shahinez Guetal | March 5, 2024
By Shahinez Guetal, Area Front Office Manager at Marriott International The hospitality sector is vulnerable to many fraudulent transactions, which can occur in different forms, from bogus bookings to stolen credit card details. These activities have an impact on revenue and erode customer confidence. Machine learning (ML) is useful for detecting this fraud in hotel transactions. The article explores the intricacies involved in fraud detection within the hotel industry and presents a comprehensive ML framework that may be used to address such issues. Fraudulent Activities Digitalization of the hospitality industry has allowed guests...
Hard Rock Hotel & Casino Atlantic City Announces Over $10 Million in Bonuses to Team Members
Hard Rock Hotel & Casino Atlantic City | February 28, 2024
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Reframing Sustainability as a Hotel Profit Maker
Adam Mogelonsky, Larry Mogelonsky | February 28, 2024
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The Better Way To Resolve Hotel Contract Disputes: Judicial Reference or Arbitration?
Mark S. Adams | February 27, 2024
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To Brand or Not to Brand
Robert Braun | February 22, 2024
by Robert Braun, Co-Chair, JMBM Cybersecurity and Privacy Group; Senior Member, JMBM Global Hospitality Group While some companies in some industries have a tendency to consolidate and eliminate brands, the hotel industry is different. Most of the leading hotel companies with brands, such as Marriott, Hilton, IHG, Hyatt, and Accor, regularly acquire or create new brands or flags. Today, Marriott has 30 flags, Hilton has 22, IHG has 14, Hyatt has 29, and Accor has 40, and that’s just the tip of the iceberg. With so many flags to choose from, it’s easy to overlook another choice – no brand at all. While picking a brand is an obvious ...
How a Wellness Property Renovation in Tremblant Canada Boosts Revenue
Adam and Larry Mogelonsky | February 21, 2024
By Adam and Larry Mogelonsky For every Canadian living in Ontario, Quebec and eastwards, the town of Tremblant two hours north of Montreal is a ski mecca with numerous hotels, chalets, lodges and vacation rentals centered around a short strip styled like a charming French alpine town. The focus of today’s case study is the crown jewel of this village’s hospitality scene: the 312-key luxury Fairmont Tremblant. Opened in 1996, renovations are a necessary aspect of the business and to keep pace with evolving guest demands for exceptional onsite experiences. How does a flagged resort do this right in 2024? At the luxury end, it’s ...
ADA Defense Lawyer: Has Your Business Been Sued by Pacific Trial Attorneys or These Plaintiffs? How to Defend These Unruh Civil Rights Act Lawsuits
Jim Butler | February 19, 2024
By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of www.HotelLawBlog.com A recent spate of lawsuits from plaintiffs represented by Pacific Trial Attorneys has highlighted the need for businesses to ensure ADA compliance. In the below article, JMBM partner Stuart Tubis discusses the importance of website compliance, and how best to defend your business if there is liability. Has Your Business Been Sued by Pacific Trial Attorneys or These Plaintiffs? How to Defend These Unruh Civil Rights Act Lawsuits by Stuart Tubis, JMBM’s ADA Compliance & Defense Group Pacific Trial Attorneys, as legal counsel, ha...
Employee Engagement: The Method Behind Hospitality Success
EHL Insights | February 15, 2024
Imagine a luxury hotel where front desk staff greet you warmly, housekeepers meticulously prepare your room, and servers delight you with their attentive service. Now imagine the opposite: a hotel where staff seem unhappy in their roles and indifferent to your needs. The contrast is stark, and it underscores a fundamental truth about hospitality – employee engagement and customer experience are powerfully intertwined. At its core, hospitality is a people business. From check-in to check-out, guests rely on staff to deliver service excellence and shape their perception of a hotel or brand. In this article, we’ll explore the vital connec...
Embracing the Sponge Mentality: The Pathway to Leadership
Ana McFee | February 13, 2024
By Ana McFee For me, the concept of the "sponge mentality" stands out as a beacon of growth and adaptability. It is a process that embodies the metaphor of a sponge, soaking up knowledge and experiences and squeezing them out to share with others. But beyond this simple analogy, what does it truly mean to be a sponge in the context of leadership and personal growth? And how does adopting the sponge mentality contribute to one's success? The sponge mentality explained At its core, the sponge mentality is a mindset characterized by an insatiable thirst for knowledge and a genuine curiosity about the world. To embody this mentality, you m...
Hospitality at a Crossroads: Is a Remote Work Model Essential to Retain Talent?
Court Williams | February 8, 2024
By Court Williams At one time, the concept of remote work simply didn’t fit into the hospitality paradigm. After all, the very idea of hospitality required a physical presence to facilitate the customer experience. The onset of COVID-19 changed everything, compelling this traditionally in-person sector to reimagine its operational models. In the aftermath of the pandemic, remote work has burgeoned into a significant trend in hospitality. This raises a crucial question for the industry: Is the adoption of remote or hybrid work models essential for attracting and retaining top talent, particularly among younger leaders, or does it present ...
Tourism Tidbits: Some of the Major Issues Facing the Travel Industry / Dr. Peter Tarlow
Dr. Peter Tarlow | February 2, 2024
Some of the Major Issues Facing the Travel Industry On the international front - View the world carefully. The political world will continue to be unstable and when instability hits people are less likely to spend money on luxury items such as travel. The world currently faces war in both Europe and the Middle East. Due to a perceived weak United States, the possibility of war also exists in the Asian Pacific and the Korean Peninsula. Crime is a major concern in Africa and Latin America, and after the October 7th massacre it is clear that terrorism is and can become a major problem in the Middle East, Europe, and North Americ...
Phishing Attacks Are Increasing: These Steps Can Help Prevent Them
Fran Worrall | February 1, 2024
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