Hotel Business Review: Week of Sep 28, 2015

Bonnie Knutson
  • Guest Service / Customer Experience Mgmt
  • Your Hotel's 3Bs: Better Business Blogging
  • A current “hot term” in digital marketing is engagement. Everyone wants to engage their customers through their online content. The trouble is that most businesses, hotels included, are still trying to find their way in making this happen because, engaging customers via electronic media is still more art than science. This article will explore five “best blogging” tips for engaging customers/guests. Read on...

Kelly  McGuire
  • Revenue Management
  • Aligning Pricing and Operations for Personalization
  • Hotel companies are beginning efforts towards personalizing the guest experience, leveraging what they know about their guest to create meaningful, personalized experiences and offers. These initiatives are designed to encourage guests to book directly with the hotel, reducing third-party commissions. While this may sound like a purely marketing-oriented program, if pricing and operations are not aligned, the hotel’s profitability will suffer. The best way to ensure that all functions within the hotel profitably execute on personalization initiatives is for revenue management to implement a total hotel revenue management program, and help the organization move towards a revenue-oriented mindset. Read on...

Jeff  Catlin
  • Social Media & PR
  • Increase Your Brand Reputation by Listening to Social Content
  • You are already reading your reviews. I mean, you are, right? If not, then, you probably should at least start doing that. Do that, and then come back to this article. What we’re going to talk about here is how you can broaden your view from just your reviews, out to competition reviews, then out to listening to all the social conversations that are relevant to your guest experience.Your brand reputation translates directly into higher revenue, and nowhere is brand reputation influenced more than online. The Internet is an enormously influential tool for consumers today: 80% of TripAdvisor’s 340 million unique monthly users read at least 6-12 reviews before they book a hotel; another survey reported almost 30 percent of consumers saying that positive online reviews are the single most important factor in their booking decision. Read on...

Mark  Heymann
  • Human Resources, Recruitment & Training
  • Coaching vs. Managing in the Age of the Millennial
  • Tech-savvy, feedback-hungry millennials will soon represent the majority of the U.S. workforce. For the hotel industry, this will bring a fundamental shift in the way managers manage. Gone will be the days of top-down management, replaced by a flatter organization in which information flows freely and managers function as coaches, driving team results by focusing on optimizing individual performance. For the manager accustomed to holding information close to the vest, it will require a change in mindset – and that change will have to start at the top. Read on...

OCTOBER: Revenue Management: Optimizing Income Streams Across All Avenues

Robert  Rauch

This year has been named the best that the industry has ever seen, however, the growth in distribution costs as well as other operating costs such as health care and the minimum wage increases can stunt profit growth if not managed properly. This means that reliance on the online travel agencies (OTAs) can impact the bottom line in a significant way. By directing guests to your hotel's website and telephones, the savings are abundant. The digital distribution costs are soaring and the number of players entering the market to compete with OTAs is rapidly rising (think Google, Facebook, Apple, TripAdvisor, Amazon and more). Read on...

Trevor Stuart-Hill

Pricing, per se, is not a new concept within the hospitality industry, but how we think about pricing and how we deploy pricing to relevant audiences is about to change dramatically. From early stages of fixed rack rates to variable pricing and through today’s dynamic pricing, conditions will be just right for an entirely new method to emerge—one that is based on guest value. We call it target pricing. Read on...

Mario  Candeias

Amidst continued and foreseeable growth in Tourism and solid numbers in hotel operational performance and investment profitability, are the underlying causes sustainable in the long run? Are the tectonic forces of the online and off-line distribution world adjusting to bring Tourism to the next level? How is the hotel sector faring in increasing its weight in the value chain of Tourism? Focused, well informed and permanent action is needed to stay ahead in an endless fight for value and relevance Read on...

Loulu  Lima

As I write this article, we are on the heels of HSMAI ROC and HITEC here in Austin, TX. What an amazing learning experience it has been; industry colleagues discussing Revenue Management and how to take it to the next level while keeping it simple. It used to be that revenue management was just about room revenue and how to make each distribution channel add incremental revenue to your bottom line. Now we speak in terms of revenue strategy, optimization of the entire house. Industry leaders are discussing newer terms such as: Total RevPAR, Profit RevPar or GOPPAR, Net RevPAR, Total ADR, etc. and questioning the cost of acquisition, who is tilting the scales now, where does group fall into this new landscape, etc. Read on...

Coming Up In The November Online Hotel Business Review

Feature Focus
Hotel Architecture and Design: Unique, Timeless and Memorable Design
With hotel refurbishments typically taking place every eight to ten years for the soft elements, and every fifteen to twenty years for public spaces and bathrooms, owners and investors rely on architects and designers to get things right. Their solutions must satisfy a targeted demographic, be aesthetically timeless and durable, and fulfill the market’s desire for unique and memorable design. From re-thinking guestroom configurations to constructing dramatic public spaces, an effort is being made to recast hotels as the highlight of any business trip or vacation. In that regard, many architects have chosen to make a striking first impression, with an emphasis on the hotel lobby. These areas are being designed as multi-use spaces to accommodate casual or formal talks, individual or group work, and zones for social activity. Creative space segmentation is required, along with furniture that provides comfort and functionality. More extravagant entrance features also include indoor waterfalls, large chandeliers and multi-media stations. The bathroom is also an area of interest for designers in recognition of guest desires to experience luxury beyond their everyday lives. Spa-like features such as en-suite bedrooms, waterfall showers, over-sized bathtubs, his & hers sinks, giant towels, plush robes, and deluxe beauty items provide the promise of indulgent luxury. Additionally, hotel restaurants can no longer afford to be mere providers of three meals a day and a buffet. Signature restaurants are being designed to offer a genuine "wow" factor to both guests and external patrons alike. Along with sustainability concerns and an increased emphasis on local sourcing, these are some of the subjects in the fields of hotel architecture and design that will be explored in the June issue of the Hotel Business Review.