advice
Hospitality Financial Leadership: Moving Part 1
David Lund | November 23, 2020
By David Lund In the hotel business if you want to get ahead you better be ready to move. It’s the way in which you can multiply your opportunities and increase your chance for greater personal prosperity. That’s the way it was explained to me many years ago and it has certainly been my experience. On the flip side, moving is not easy and it can take its toll on you and the people in your relationships. One aspect of moving is the accumulated experience it allows you to gain. The work exposure as well as life itself. Learning how to survive and excel in different work environments and locations is seducing and intoxicating. Once you...
The Loyalty Question 2.0
Shep Hyken | November 19, 2020
By Shep Hyken If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time—it becomes much easier. As you ask yourself the loyalty question, think about the next time every time. Eventually, it can become a lifetime. That question is still relevant, now more than ever, but le...
Mind the Generation Gap! Generational Differences in Hospitality
Kimberly Yoong | November 18, 2020
By Kimberly Yoong A look at how to navigate the generational stereotype minefield that has some hospitality brands scratching their heads. With all the age-related differences and particularities that exist among Baby Boomers, Generation X, Millennials and Gen Z-ers, it would be tempting, but ultimately a mistake, to focus primarily one generation based solely on demographics. Instead, developing a clear brand mindset that includes more behavioral themes such as authenticity, community, transparency and life experience could be more beneficial and attractive in the long run. Who are the real big spenders? A Gen X-er and a Gen Z-er wal...
The Ransomware Threat Is Ever Increasing, and Hotels are Paying Huge Ransoms
Kelley R. Allen | November 17, 2020
By Kelley Allen No one is talking about it, but everybody knows. It is the secret that is best left unspoken. “Don’t tell anyone, we just got hacked.” No access to our data. Guest experience chaotic in just minutes. Hotels and resorts are at risk like never before. Just when you thought you had seen it all, an industry reeling from COVID, travel disruptions not seen in a hundred years, and now Cyberterrorists are striking. These bad actors are successfully demanding and receiving huge ransoms. We have heard of one recent case where the ransom paid was $500,000. While this is truly substantial, it is only one par...
Four Quick Training Tips for Hotel Sales Prospecting Success
Doug Kennedy | November 16, 2020
By Doug Kennedy Now that 2020 is winding down and the preliminary vaccine results are favorable, it is time for hotel salespeople to recommit to put on their orange vests and embrace their role as sales hunters. In previous articles for this publication I have spoken about the transition from Sales Fishing to Sales Hunting, the Habitudes of Sales Success, and how salespeople can master their Remote Sales Skills. Here are four additional specific sales tips. Is Your Hotel Sales Team Ready For The Transition From "Fishing For Inbound Leads" To "Sales Hunting”? Hotel Sales Habitudes For The Long Ride To A Slow Recovery - By Doug Kennedy ...
Top 5 Things You Need to Know Now in Hotel Digital Marketing: November Edition
Margaret Mastrogiacomo | November 16, 2020
By Margaret Mastrogiacomo With Cyber Monday and 2021 around the corner, it’s important to keep a pulse on the evolving digital landscape to elevate your digital strategy and maximize revenue. This month, Microsoft Ads makes promotion extensions available in time for the holidays, leverage CRM to drive ancillary revenue, and Facebook adds new shopping audiences. From Search to Social Media and Design, here are the top 5 things you need to know now in hotel digital marketing. 1. Search: Microsoft Advertising rolls out promotion extensions. Promotion extensions are now available for Microsoft Advertising accounts in the U.S. These are ...
Hospitality Financial Leadership: Chapter 13 – Serving
David Lund | November 16, 2020
By David Lund The chapter below is an excerpt from my new book. It’s fiction but some of the characters and story lines are based on people I have worked with and events that have taken place in the hotels I have worked in. The book is a fable about a hotel manager who has some very bad habits. He must change in order to survive and the book takes him and you through the lessons needed to be a great hospitality financial leader. I’m writing ahead each month so I’m not sure how the book will end. I hope you enjoy it and if you missed any earlier chapters you can find them on my website blog tab. “My Story is not a story,” e...
The Mike Moment
Shep Hyken | November 12, 2020
By Shep Hyken We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant, though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money. The opportunity to serve is fulfilling. They are customer service heroes. This brings me to a story about Mike, a teenager I met back in t...
