Hotel Business Review: Week of Apr 20, 2015

Brandon Dennis
  • Social Media & PR
  • Ways to Research Your Online Reputation
  • It’s frustrating not being able to control what people say about your property. In the past, damage was minimal. One disgruntled guest could impact only a handful of people. Today, one disgruntled guest can ruin your business. All it takes is one viral video showing bedbugs at your property, and your business is forever harmed. It’s important to go online and check up on your reputation, to see what people are saying. It may be tricky to know where to begin. Here is my list of the most important places where you need to make sure your reputation is positive. Read on...

Michelle Wohl
  • Social Media & PR
  • The Buyers’ Guide to Mobile Hospitality Solutions
  • If you are evaluating how a mobile app or mobile website can add value to your hotel, there is more to consider than just how it looks or the features that it contains. For a mobile solution to truly be successful, it must be easily integrated into your existing systems, readily adopted by your guests, supported by your staff and built for future innovation. This guide will outline the considerations you should explore as part of your decision-making process. Read on...

Bhanu Chopra
  • Revenue Management
  • The New Paradigm for Revenue Management
  • Revenue Management as a discipline is becoming more exciting everyday. The world is changing at a pace never seen before, driven by technology. In a recent conversation, Benedict Cummins, Publisher of HotelExecutive, and Bhanu Chopra, CEO and founder of RateGain, discussed how revenue managers can leverage these opportunities and make more revenue, consistently. Read on...

Bonnie Knutson
  • Sales & Marketing
  • Who is the Round Peg For Your Hotel’s Square Hole?
  • When I get on my soapbox advocating delighting guests, the question I always get from managers is how do I build that culture? How do I get my staff to go above and beyond the call of duty. To see what others don’t see. To do without being told. Every manager knows to hire for attitude not for aptitude, and then reinforce the appitude. But that is often easier said than done. In this article, you’ll see that the answer lies beyond reading a lot of “how to” books and articles about empowering employees, giving them a purpose, not rules, and tapping into their creativity. It lies in finding and hiring the round peg for your hotel’s square hole. Read on...

APRIL: Guest Service: Customer Service is a Key Business Differentiator

Lonnie   Mayne

Guest expectations are changing. Not only do they want a good price, they also want to feel valued. They want to know their opinion matters and can positively affect your business. But this isn’t information you can learn from data and numbers—it comes from the stories they share. The key is learning to listen to your guests’ individual stories, understand what they are telling you, and then internalize their advice in ways that make a real difference to both your business and your relationship with your guests. Read on...

Holly Stiel

Consistently high occupancy rates, rave reviews on Yelp and TripAdvisor, and guests who make a pilgrimage to your property year after year. What is their secret? Interestingly, this highly rated destination isn’t a hotel or a city that‘s known to attract tourists en masse. Believe it or not, it’s an animal sanctuary in Kanab—a small town in a remote corner of Southwest Utah. Read on...

Pamela Barnhill

As independent hotel owner, operator, founder of InnDependent Boutique Collection and entrepreneur, Pamela Barnhill aims to stimulate dialogue about independent hotels. While independents – which by nature have more personality and distinctiveness than corporate hotels – represent half of the world’s lodging stock, Barnhill believes they are underserved. IBC and its corporate sibling, InnSuites Hospitality Trust, aim to expand the branding of independents through marketing and trademark services. In this column, Barnhill shows us why striking the balance between rapidly changing, ever more affordable lodging technology and the human touch that still counts so much is key to an independent hotel’s success. That balance is within reach. Read on...

Simon Hudson

A major cause of poorly perceived service is the difference between what a firm promises about a service, and what it actually delivers. To avoid broken promises companies must manage all communications to customers, so that inflated promises do not lead to overly high expectations. With hospitality examples from all over the world, this article discusses four strategies that are effective in managing service promises: creating effective services advertising; coordinating external communication; making realistic promises; and offering service guarantees. Read on...

Coming Up In The May Online Hotel Business Review

Feature Focus
Hotel Sustainable Development: Responsible Decision-Making for the Near and Long-term
The subject of sustainability has gained considerable momentum in recent years. There has been an increasing awareness among hotel owners and investors regarding the environmental impacts of hotel development and operations, such that sustainability issues have now permeated nearly every aspect of the industry. Despite the lack of clear metrics which makes the issue difficult to quantify, there is a growing consensus about the definition of what sustainability is, and its essential importance in the everyday, decision-making process. Simply put, sustainability seeks to balance financial, social and environmental factors to facilitate responsible business decision-making over the near and long term. How those factors are balanced may differ from company to company, but there are several fundamental issues about which there is little dispute. First, sustainability has become an important factor when customers make a hotel selection. According to a recent TripAdvisor survey, 71% of travelers reported that they planned to choose hotels based on sustainability over the next year. Thus, hotels that are managed and operating sustainably have a considerable advantage over their competitors. Secondly, sustainability can be a profit center. The main emission sources of carbon footprint in the hotel industry are energy, heating and water. Thus, the reduction in consumption of those elements means that both the size of their carbon footprint and their costs go down, so it is a true win-win for both businesses and the environment. These are just some of the issues that will be examined in the May issue of the Hotel Business Review, which will report on how some hotels are integrating sustainability practices into their operations, and how their businesses are benefiting from them.