Hotel Business Review: Week of May 02, 2016

Peter  McAlpine
  • Guest Service / Customer Experience Mgmt
  • Scientific Discoveries Show That Hotel Guest Experience SOPs are Obsolete
  • It is obvious from the proliferation of new brands and the desperation to find new technology to improve the guest experience that there is a growing feeling that the SOP (Standard Operating Procedures) approach to custom satisfaction has become unsatisfactory, and that now the big hotel groups are searching for a solution. Unfortunately the hotel industry as a whole seems to be unaware of how quantum science, religious traditions, ancient cultures, and heart energy research are all showing that their shareholder-oriented, guest experience concept is based on erroneous principles and thinking, and on an obsolete worldview. Ironically, the solution is closer than their life’s vein and implementing it is so simple and almost cost-free. Read on...

Kevin Wilhelmsen
  • Executive Leadership
  • Intrapreneurs - Fostering Change from the Inside Out
  • Many of today’s largest and most successful companies started as nothing more than an idea, backed by a person brave enough to take the leap and follow a dream. Often companies have no further to look than their own workforces to find innovators who will push them forward. They are called “intrapreneurs,” and despite their impact on business and culture, managers often struggle to identify and grow these passionate individuals who are hard-working and filled with ideas that could drive positive change. Read on...

Zia Siddiqi
  • Eco-Friendly Practices
  • Taking a Step Toward a Greener Hotel
  • How important is sustainability in the hospitality industry? Two-thirds of travelers choose green hotels when booking, according to a recent TripAdvisor study. As the hospitality industry continues to experience healthy growth this year, now is the time for you to re-evaluate if your hotel is as green as it could be. Many hotels will begin to implement green initiatives by starting a linen reuse program or by switching to LED lighting to save energy. But many may not know that creating an Integrated Pest Management (IPM) program can also make for a greener hotel. Read on...

Lizz Chambers
  • Executive Leadership
  • Behavior Ignored is Behavior Accepted
  • So much of what we do as hotel managers boils down to how we treat our team members. Not only must we be good role models, but we must also be observant and correct bad behavior before it turns into a habit. Three scenarios are presented to illustrate how overlooking certain actions may have negative consequences. From there, steps are outlined to help managers effectively coach their associates and ensure that all parties perform optimally from then on. Read on...

MAY: Eco-Friendly Practices: Doing Well by Doing Good

Rauni  Kew

The transition from gas powered, combustion engine cars to electric vehicles (EV’s), and even hybrids, has been relatively slow. However, later this year, new models with lower price tags, sleeker styling and improved batteries with more range are expected. Couple EV improvements and expanding infra structure with looming emissions regulation, the transition from combustion engine to EV is positioned to accelerate in the near future. Read on...

Robert Allender

Despite decades of effort, hotels continue to use more energy than they actually need to fully achieve their business mission and at the same time fail to extract maximum value from the energy they buy and from the time and effort put into managing that energy use. This article suggests why this is so, and puts forward an approach informed by ideas from Albert Einstein himself. Taking AHLA advice in 1984 would have given the hotel industry 30 years of energy profits; now's the time to avoid a second miss. Read on...

Kevin Thomas Carter

Guests want to know how they're contributing to sustainability, especially if it's already part of their lifestyle. Keeping guests informed about sustainable operations makes them feel involved in the efforts your property is making to have a low negative impact on the environment. Signage, tours of facilities, and online education encourage sustainable behaviors and help guests understand their contributions to your environmental mission. When guests are involved in your environmental efforts, they are better able to contribute to energy and fuel savings by turning off lights and regulating the thermostat, thus increasing your sustainability success. Read on...

Heather  Kolakowski

Environmental sustainability and the desire to reduce the amount of food wasted are top trends in today’s society. It has been reported that approximately one-third of hotel users consider the “green-ness” of potential service providers when making their purchasing decisions. Composting is one example of the types of “green” practices that customers such as these resonate with and when implemented into its operations can help to enhance the customers’ perceptions of the organization. The following will detail the benefits and challenges of composting and composting programs as well as provide guidance on how to implement one into your operation. Read on...

Coming Up In The June Online Hotel Business Review


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Feature Focus
Sales & Marketing: The Rise of the Millennials
Hotel Sales & Marketing departments have endured massive change in the past few years in terms of how they conduct their business, and there is little evidence to suggest that things will be slowing down anytime soon. Technological advances continue to determine how they research, analyze, plan, engage and ultimately sell to their customers. Though "traditional" marketing is still in the mix, there has been a major shift in focus toward online marketing. First and foremost is an understanding of who their primary audience is and how to market to them. Millennials (those born between 1981-1997) are the fastest growing customer segment in the hospitality industry, and they are expected to represent 50% of all travelers by 2025. With the rise of millennial consumers, sales and marketing efforts will need to be more transparent and tech savvy, with a strong emphasis on empathy and personal customer connection. Social media is essential for this demographic and they expect hotels to engage them accordingly. Other targeted groups include cultural buffs, foodies, LGBT, and multi-generational travelers - all of whom are seeking novel experiences tailored specifically to their interests and needs. Finally the Baby Boomers are still a force to be reckoned with. They are currently the wealthiest generation and are becoming increasingly tech savvy, with 33% of internet users now falling into this demographic. It is imperative that hotels include this generation when it comes to their 2016 digital marketing strategies. The June Hotel Business Review will examine some of these markets and report on what some sales and marketing professionals are doing to address them.