Hotel Business Review: Week of Jun 29, 2015

Michael Koethner
  • Spas, Health & Fitness
  • The Inherent and Urgent Desire for Healing
  • The time for the passionate and compassionate therapists and healers has arrived, and they are reshaping the wellness and spa enterprises around the globe, as all vanity treatments and superficial skin rubs no longer serve the requirements and demands of the future guest and client. The 80’s, 90’s and the early 00’s have bombarded the industry with plenty of fake make-up treatments and quick fix Botox schemes, bargaining on the false assumption that life ends in a matter of days or months. These centuries with the erratic and psychotic “Me-First” mentality has left most with emptiness, low self-esteem, frustration and disillusion. Read on...

Deborah   Smith
  • Spas, Health & Fitness
  • Mentorship, the Missing Link in Developing and Retaining Quality Managers
  • The global spa and wellness industry has made career wellbeing part of its mantra with the completion of the first-ever global mentoring pilot program. The idea was launched at the 2012 Global Spa & Wellness Summit in Aspen, Colorado, and has been spearheaded by a team of spa and wellness experts from around the world. Co-leaders of the Global Mentorship Pilot Program are Jean-Guy de Gabriac of the French training and consulting firm, Tip Touch International, and Deborah Smith of the Smith Club & Spa Specialists, a US-based wellness consultancy. Read on...

Tom O'Rourke
  • Mobile Technology
  • Hotel Mobile Apps
  • Mobile apps can offer guests great utility; that is, they make doing something easier. It is one of the reasons why travel apps have become so popular. It makes the process of travel research so much easier for the end user; it is also why over 50% of travelers will do travel research on a smartphone. Another great point to keep in mind is that mobile travel sales are projected to increase by 60% this year, reaching $26.14 billion; the growth is truly tremendous. This article discusses how hotel mobile apps can be used to improve the guest experience during pre-arrival and while on property, particularly as it relates to the spa. It also discusses the many benefits for hoteliers as it relates to upselling, revenue generation and increasing loyalty. Read on...

Laurence Bernstein
  • Sales & Marketing
  • Understanding Micro, Macro and Meta Experiences
  • Guests judge hotels on the totality of the experiences they enjoy in and around their stay. But, in reality, only a very small fraction of their experiences contribute to their final determination and level of satisfaction. These experiences – the ones that matter, which we call macro experiences – can be identified, designed and managed in such a way as to ensure guests leave with every intention to return and to tell their friends about the hotel. In the end it’s not so much what we as hoteliers do, or the services we deliver or the amenities we provide, that determine whether a guest will be a brand ambassador or a brand assassin. It is the way in which the guest remembers what we did, and the spin the guest chooses to put on these memories. We can influence this by understanding the difference between experiences that are not noticed (micro experiences) but form the core of the overall experience, and the macro experiences that will be remembered. Once we understand this, we can strategically design services and amenities to ensure guests respond in the way we would want them to. Read on...

JULY: Hotel Spa: Branding Around the Concept of Wellness

Lola  Roeh

While many industries are notorious for employee turnover, it is particularly painful for hospitality, where guest service is such a crucial part of the product. How painful? According to the Bureau of Labor Statistics (BLS), the hospitality and leisure industry had the second largest number of employees voluntarily quit their jobs in 2014, with more than 6,000 people choosing to leave their current position. Read on...

Tracey Anne Latkovic

Wellness is seemingly everywhere. Our shampoo comes from the corner of healthy and happy; our workstations allow for standing, sitting, and walking; fast food joints are now in the healthy choices game; and even our margaritas’ are skinny. The proliferation of health and wellness opportunities that have been thrust into our lives in the last few years have most of us wondering which end is up. Remember the 90’s? The low-fat, no fat, low-calorie, no calorie craze had our heads spinning and guess what? We ended up fatter than ever. We need to look beyond the hype to discover what’s best for our well-being. Read on...

Mia Kyricos

Remember back in the day when the possibility of a hotel with a pool was enough to get customers excited about a pending stay? Fitness centers became the next “it” thing, followed by spas, which often began as “after thoughts,” thanks to a little extra basement space left on the construction drawings. Then for those hoteliers savvy enough to understand the appeal, spas were marketed as amenities, begrudgingly accepted as cost centers and widely misunderstood operationally. But guests sure did enjoy a good massage. My, have things changed. Or have they? Read on...

Ann  Brown

The spa industry is constantly changing. Keeping up with evolving client mindsets, and of course, trends in the marketplace can be a challenge for any business. And to top it off hotel spas have to be flexible enough to incorporate changes into every part of the business - hospitality, spa and fitness, dining - it all has to come together perfectly to make guests have an experience that will make them come back. Read on...

Coming Up In The August Online Hotel Business Review

Feature Focus
Food and Beverage: Going Local
"Going local" is no longer a trend; it’s a colossal phenomenon that shows no sign of dissipating. There is a near obsession with slow, real, farm-to-table food that is organic, nutritious and locally sourced. In response, hotel chefs are creating menus that are customized to accommodate all the vegans, vegetarians, gluten-free, paleo, diabetics and other diet-conscious guests who are demanding healthy alternatives to traditional restaurant fare. In addition, there is a social component to this movement. In some cases, chefs are escorting guests to local markets to select fresh ingredients and then visit a local cooking school to prepare their purchases. Other hotels are getting guests involved in gardening activities, or exploring local farms, bakeries and the shops of other culinary artisans. Part of the appeal is in knowing the story behind the food - being personally aware of the source and integrity of the product, and how it was handled. In addition to this "locavore" movement, there are other food-related developments which are becoming popular with hotel guests. Small plate and tasting-only menus are proliferating around the country. Tasting-only special event menus offer numerous benefits including guaranteed revenue per customer, reservations usually made weeks in advance, and an exciting dining option for guests to experience. Bread and butter are also getting a makeover as chefs are replacing bread baskets with boards, and replacing butter with custom-flavored spreads. One dining establishment offers a veritable smorgasbord of exotic spreads including garlic mostarda, vanilla tapenade, rosemary hummus, salsa butter, porcini oil and tomato jam, to name just a few. The August issue of the Hotel Business Review will document some current trends and challenges in the food and beverage sector, and report on what various leading hotels are doing to enhance and expand this area of their business.