Meeting planners are starting to book events at hotels again. But everything has changed-from registration to meals to floor plans. Hotel events will look quite different based on best practices learned during the first 12 months of the pandemic. However, more technology, shifting state-based restrictions and overall uncertainly will create an opportunity for hotel CSMs to build more valuable relationships with their clientele. READ MORE

TRENDING

This Week's Top Pick

James Anhut

Data and technology related topics are capturing headlines. Data rich and tech forward enterprises are trading at unfathomable multiples on public stock exchanges and among private equity investors. These enterprises will not deliver sustainable ROE without making investments in service delivery, and most importantly, in the people who deliver that service. Read on...

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Immersive art experiences that are hand selected and incorporate a brand's mission and core values tell a visually stunning story and create community connection. Further, it supports a hotel with differentiating themselves from the competition. Instead of viewing art as a plain picture to hang on the wall, consider art to be a key resource in your growth. Here's how to view your hotel's artwork as more than just a pretty picture. READ MORE

With an influx of leisure travelers expected for the summer 2021 season, there is an opportunity to start anew and re-focus on important aspects of guest service. Revitalizing the art of conversation, working on non-verbal cues, and ensuring excellent follow through are guest service skills that should be in the forefront of hospitality professionals' minds. READ MORE

High-quality guest service is a hallmark of the hospitality industry, and can often make or break a lodging organization. The impacts of the COVID-19 pandemic have become a game changer for the hotel guest service. This article looks at five important managerial elements and best practices that may be followed to establish an environment where exemplary service may be delivered. READ MORE

April FOCUS

Guest Service: Health and Safety First

The global pandemic forced one of the greatest evolutions in the hotel industry's history. With a light at the end of the tunnel, everyone is eager to return to normal, but what will new normal look like for an industry has been forever changed? This article shares best practices hoteliers should embrace to thrive in post-pandemic times that will undoubtedly bring about more change and industry transformation. READ MORE

Our industry has a chance to redefine the hospitality experience. We can exceed guests' expectations, streamline operations and elevate the roles of our staff with thoughtful changes to how technology is incorporated in the hospitality continuum. Embracing the idea of digital hospitality means rethinking service delivery and upgrading the hospitality operations model altogether. And now is the time to do it. READ MORE

The LGTB+ community is poised and ready to travel, representing a $200 billion global tourism opportunity. When your property starts the process of understanding your LGBT+ guests, it quickly becomes apparent the value they can provide to your business. In this article, we examine best practices for making your hotel LGBT+ friendly and speak to experts about why it's so important. READ MORE

Guest service has evolved into more than amenities and pleasantries. In the time of the pandemic, service needs to also offer productivity and efficiency. Additionally, guest service needs to reflect business knowledge, empathy for guest perspectives and, also focus on guest safety. This discussion provides a context for the lodging industry creating a blueprint for guest service going forward. READ MORE

ARCHIVES

More from our online Library Archives...

Ed Blair

Guest service is at the core of what we provide; our "product" as an industry. In determining how each individual hotel defines service, we must know our unique independent brand. As hotel leaders, we must ensure that our building, our staff, collateral and marketing all reflect the level of service and message that we want to communicate to our guests. To start, we must ensure that all hotel staff members are treated with great worth, value, dignity and respect. To truly drive results and deliver fantastic service, we must find the right people, treat them well and hold them to high standards. READ MORE

Robert Arigo

Like so many experiences, a glowing first impression can be an accurate predictor of a successful outcome. This certainly applies to a hotel stay. Thanks to immersive websites and persuasive social media, guests can form first impressions of a property before even arriving onsite. But those virtual impressions can't compare with the impact of actual impressions formed by guests after they step through the hotel entrance. Central to the onsite experience is the front desk agent, who in many cases plays a dual role in welcoming the guest and setting the stage for a successful visit. READ MORE

Coming up in May 2021...

Eco-Friendly Practices: Now More Than Ever

One theory about the pandemic states that future viruses are more likely to originate and flourish due to global warming. If true, the urgency to accelerate the adoption of eco-friendly practices is greater than ever. Of course, there are many other reasons to create a sustainable operation, including reduced utility costs, savings on operational costs, healthier and happier guests and employees, and positive publicity, marketing and community goodwill. Many hotels are introducing innovative programs into their operations - from recycling bins in guest rooms to starting a roof top garden. Other hotels are using eco-friendly cleaning products, reusing towels and sheets, sourcing locally grown food, supporting the use of electric vehicles, and permitting guests to refill their reusable water bottles with clean, filtered water. Finally, some hotels are encouraging guests to get involved by making it possible for them to participate in local community clean-up projects. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.