Hotel Business Review: Week of Apr 13, 2015

David Tossell
  • Mobile Technology
  • The Digital Guest Experience: 3 Steps to Getting Started
  • The lineup of new technology products in the hospitality industry grows every year. Emerging technologies, such as digital guest experience applications and Internet of Things (IOT) hardware/software solutions represent the cutting-edge of what’s next, but, are less clear on the ROI they can deliver. Plus, you have your core suite of technology to consider -- PMS’s, revenue management, restaurant POS, housekeeping / maintenance software, website, accounting system, video system, WiFi, credit card gateways and more. The complexity of managing technology can be overwhelming. So what are 2015’s best practices in how to craft a strategy, implement technology and measure the ROI of your investment? Read on...

Rahul Razdan
  • Sales & Marketing
  • Hospitable by Nature and Intelligent by Design: Technology Solutions for Hotel Executives
  • Hotel executives need a technology solution, which complements their respective marketing goals, branding initiatives and access to valuable Web analytics. Through the democratization of design and data, hoteliers can now enjoy the freedom to customize a site worthy of the properties they oversee... with the liberty to examine the data about the diverse interests (and ways to cater to those individual points of interest) concerning business and leisure travelers. Automating this process – and delivering these resources to hotel executives at an affordable rate – is a significant milestone for the hospitality industry in general and hoteliers in particular. Read on...

Kathy Conroy
  • Revenue Management
  • US Cities Achieve World Class Status as Foreign Investment Booms
  • According to Kathy Conroy, MAI, CEO and Director/Partner of HVS’s operations in Florida, one of the key influences for a United States city to achieve “world city status” has been the willingness of foreign capital to invest in the local real estate. Successful marketing of United States’ cities to foreign travelers as tourist destinations eventually leads to increased foreign investment. In this article, Conroy compares the volume of foreign investment in hotel assets in various cities from the prior strong three-year period in operating performance experienced by the US hotel market to the most recent. Read on...

Michael Koethner
  • Spas, Health & Fitness
  • Stepping Out: Coming to Terms with the Global Predicaments
  • In the past few years, there has been an ever-growing, very subtle feeling of insecurity, instability, craziness up to some point of panic, when it comes to people’s daily life, personal growth and the overall economic growth. This feeling has forced humanity and societies to do things that have separated everyone and everything on a large scale with some very unpleasant outcomes. However, in the past 10 plus years this feeling has turned to the other side of the coin with an even deeper sense of urgency surfacing in each of us, to find out what this is all about, supported by a force that is seemingly coming from nowhere. This deep-seated feeling of unrest has been on the rise since the mid 40’s, and pushed aside ever since to avoid confrontation of a possible ugly truth, the truth that the life lived up until today was an illusion. Read on...

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

Sapna Mehta  Mangal

Born between 1984 and early 2000s, Millennial are the largest cohort in the United States today. They are becoming the most sought-out demographic among hotel brand portfolios. As they continue to mature, they will not only impact travel numbers, but also become an influential and highly profitable segment. They exude distinct online and offline behavior. This has altered their outlook towards guest services. The present challenge faced by many hotels is that they are inundated with decade-old guest service delivery principles that are baby boomer and generation X focused. Are hotels ready to reevaluate these traditional offerings and embrace the 21st century notion of guest services? Read on...

Dennis  Armbruster

In today’s hyper-competitive, hyper-connected global marketplace, customer experience has assumed a major role as a key business differentiator. Within the hospitality industry, there’s a growing understanding that competition based on price alone is no longer a viable strategy due to the potential volatility as well as the negative impact on profitability. Read on...

Naomi Stark

The “Principle of Reflection”Of all the ways that customer service can be sliced and diced, the one fundamental that stands out the most significantly to me is: “Upper management must create a culture where customer service is valued and esteemed, taught and rewarded. Customer experience leaders who can drive this kind of cultural change will radically affect their companies’ competitive position and business performance.” There is nothing more important in the effort of driving customer service than driving a strong customer service culture. It’s the foundation to everything else. Period. Read on...

Michael McCall

One of the most important issues in the hospitality industry today concerns the value proposition being offered to the customer. This proposition can be real or simply perceived. This fundamental issue begins by asking what the value proposition is that we offer our customers and then the manner or channel in which it is communicated. In this brief article we consider a number of ways that hotels can create a favorable value proposition in a manner that increases customer satisfaction and choice. 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.