smart strategies
10 Ways Hotel Groups Can Maximize Efficiency and Revenue
Tom Brown | October 25, 2024
Once a hotel brand or portfolio scales across multiple properties, its operations become more complex. It’s natural and it’s necessary. What’s unnecessary, however, is that the work for hoteliers exponentially increases. Although the management of hotel groups provides bonus challenges like centralized operations, brand consistency and heightened security, it also brings opportunities for bigger customer reach, economies of scale and more revenue. So how can you tap into the benefits of being a group without putting extra strain on your staff? Here are ten places to start. 1. Go cloud-native Challenge: On-premises solutions a...
Hotel Success Today – The GM Factor
Chuck Kelley | October 16, 2024
When you first walk into a hotel lobby do you get a sense of the hotel? A sense of positive or negative vibes. I have seen both lately and I firmly believe it starts with the Hotel General Manager – not rocket science. Of course, it starts with the sense that everything is fresh and clean. Then you notice the little things… The Guest Service Agent is headed to the back, sees an approaching guest and returns to engage the guest. Eye contact is always there with a genuine smile. Employees are always present where you expect them to be and not in the back talking story. Product quality is just there, everything from the condition o...
Hoteliers: For Those About to Rage…
Haydn Kramer | August 22, 2024
From Dylan Thomas, I quote: “Do not go gentle into that good night. Rage, rage against the dying of the light.” You my hotel friends are “the light”. My beloved hotel industry is always on the cutting edge, sooner or later. And lately there has been an onslaught of print, post, pod about just how we should be doing things. From industry insiders, seasoned hotel executives on CNBC, The Wall Street Journal, The New York Times and a million other industry publications, and of course LinkedIn, the world’s leading professional network, a la Microsoft. In the face of this, I’m going to help you vent. I’m not going to g...
The Crucial Role of Client Isolation in Hotel Wi-Fi
Chris Denbigh-White | September 18, 2023
By Chris Denbigh-White As the CSO of a Security Software company I travel a lot for work. I attend conferences and conduct security briefings across the world. This means that I spend a large amount of time working and ‘connected’ whilst on the move (and I’m not alone). In today's digital age, connectivity is a must, even when we're on the go. Whether it's for work or leisure, we often rely on hotel Wi-Fi networks to stay connected. However, the convenience of these networks can come at a price if proper security measures aren't in place. One such crucial security feature is client isolation. What is Client Isolation ? Clien...
Two Ridiculous Customer Service Debacles and What We Can Learn From Them
Shep Hyken | June 28, 2023
By Shep Hyken In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket. She claimed she couldn’t sell tickets to anyone outside the United States. He appealed to the agent’s supervisor, who also believed that New Mexico was not part of the United States, even though New Mexico became the 47th state in 1912. There is a happy ending to the story. Miller eventually bought ticke...
Hospitality Financial Leadership: The First Fifty
David Lund | June 13, 2022
By David Lund As I write this piece, I am proud to say I am 58 years young. So far, my life has been great. Many challenges to overcome like anyone and many bumps in the road for sure. Someone once said that success is simply going from one disaster to the next and the trick with that is no stopping to lament on the carnage left behind. That might be a little tongue and cheek, but you get the point. Things happen to us all and our ability to move on and keep going without the permanent thoughts about what happened and why, I believe is the key to my life. That does not mean I do not learn from my mistakes, but it does mean I go easy on ...
The Day I Became a Customer Service Expert and Two Important Lessons
Shep Hyken | April 13, 2022
By Shep Hyken “Find a job you love, and you’ll never work a day in your life.” This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert. It wasn’t a random job I applied for. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. I’v...
2022 Update: EB-5 Is Back! What Every Real Estate and Hotel Developer Needs to Know
Jim Butler | April 4, 2022
By Jim Butler and the Global Hospitality Group® Click here for the latest articles on EB-5 Financing, and here for C-PACE Financing. The hotel development and financing world is buzzing with the news that the EB-5 program has been renewed, creating new opportunities for upcoming projects. My partner David Sudeck and I have written the short update below to help get you up to speed. EB-5 Reform and Integrity Act of 2022 EB-5 is revitalized and renewed by Jim Butler & David Sudeck In case you haven’t heard, EB-5 is back! On March 15, President Biden signed the Omnibus Spending Bill, which included the “EB-5 Reform...
