Dana Kravetz

Legislation is being passed worldwide that seeks to protect consumer privacy; most notably, the California Consumer Privacy Act (CCPA) and European Union's General Data Protection Regulation (GDPR). Hoteliers, these laws may well apply to you, even if you don't have any properties located in the Golden State or EU. Long story short, for those in the hospitality space, If your bookings include CA or EU resident, you must be mindful of how guests' personal information and data are collected, processed, shared and retained, and poised to implement comprehensive data privacy programs at an organization-wide level to ensure legal compliance. As for the latter, if you haven't done so already, the time is now. Read on...

Lisa Ross

User Generated Content (UGC) is a double-edged sword for every hotelier. It's invaluable as far as it delivering positive, authentic guest testaments to future hotel guests. However, it can also elevate a hotel's pain points into the public domain. As hoteliers focus on the balancing act of leveraging guest accolades and damage control, it's easy to lose sight of the impact that UGC ultimately has on room revenues, as well as the potential ways in which hoteliers could be maximizing UGC to further enrich the guest experience and better the property's exposure among potential new guests. Read on...

Mark Heymann

It's no secret that engaged employees work more efficiently, improving a hotel's bottom-line results. But they also bring a level of commitment and passion to their work that enhances the level of service, increasing guests' satisfaction and, in turn, their intent to return and recommend. This article explores the factors that impact employee engagement and the role that engagement plays in optimizing a hotel's workforce, ultimately driving top-line revenue. Read on...

Steven Ferry

A bold and perhaps perplexing question, but the unfortunate reality is that almost all third-party Quality Assurance audits are designed either to increase membership in a club that guests used to use as a barometer of whether or not a hotel or resort would be good (where mostly today they make these decisions based on social media/OTAs); or to be included in a magazine that some guests refer to for the same reason. The goal of those participating does not necessarily add up to improved service and guest experience-more to influencing guest perception and awareness of the property and so strengthening sales. Read on...

Library Archives

 
Paul van Meerendonk

For the hospitality and travel industry, giving the customer the ability to personalize their experience, and thusly pay the right price for that experience, is all the rage. Airlines, restaurants, and even some resorts have pioneered new ways to give the people precisely what they want, but for the standard hotel operation, it's not proven to be so simple. In this article, we'll take a look at some of the hurdles hoteliers face when it comes to instituting customer-choice pricing into their sales processes, and we'll take the pulse of personalization in the industry and the evolving guest expectations driving this shift. Read on...

Katharine Le Quesne

Developing next generation destinations is a hot topic. We are travelling overseas more than ever before, looking for great places – new or old – to visit, stay, eat, enjoy, work and entertain. However, with issues of environmental degradation, overtourism and waste management in the spotlight, it is imperative to develop destinations in ways that regenerate, protect and nurture the very things that attract tourism. Today, a successful destination development framework secures buy-in from investors, masterplanners, governments and visitors. It should also be sustainable. So, who are the visionaries out there and what are they doing? Read on...

Nancy Brown

Hotels are a 365 day a year, 24 hour a day enterprise. This business model provides a number of challenges, including how best to provide for guests needs while balancing costs when considering overnight shift capacities. This final instalment of the four part series unfolding disaster resilience in the hotel sector provides lessons learned by Wellington New Zealand hotels following a midnight earthquake in Kaikõura New Zealand. Hotel staff rose to the opportunity to provide guest service when faced with this significant disruption. Hotel leaders and staff learned a number of lessons and provide a few clear ideas that hotel everywhere can adopt to improve their resilience. Read on...

Rick Garlick

Over the past decade, most assessments of guest satisfaction show guest experience scores generally increasing year after year. As the competition becomes more crowded in the hotel space, it doesn't take long for competitors to start emulating one another, leaving industry leaders to think about their next enhancement to make the guest experience even better. Making the right decisions regarding upgrades and investments becomes critical in the evolution of hotel brand standards – but what's the best approach? This article will cover how to develop a strategy to measure the ROI of service, product, and amenity upgrades while maintaining brand integrity. Read on...

Derrick Garrett

New technology is providing a path forward in the pursuit to contextualize the actions of your customers. Eventually, the result will lead to a more accurate representation of their emotions. Quantifying these emotions in a predictable and repeatable fashion paves the way not only to consistent business, but to continuous upselling as well. Fortunately, technology has ceased to be maligned as an unnecessary expense. Not only is advanced technology required now, but it's transforming from an uncomfortable cost to a shrewd investment with quantifiable returns. Read on...

Michael Hess

We live in a digital era fueled by connected devices and experiences. The Internet of Things (IoT) has completely transformed the way we live, work and play. This very concept funnels directly into the waste management industry. Enter the "internet of trash," where technology is designed to help you solve your waste and recycling challenges while making your program more efficient and sustainable for the long term. New innovations can help you keep your hotel waste program in tip-top shape and positively impact your bottom line. Read on...

Gino Engels

As the hospitality industry continues to grow and change, traditional strategies are being tested and it can be daunting for revenue managers to know how to adjust. This article features insights from industry experts on distribution, direct bookings and rate parity. Our experts share some of their challenges and approaches to revenue managing whilst aiming for a seamless customer experience. We also look at some key trends, including harnessing customer data, the upturn of direct booking, and new developments from hotels in order to keep up with market changes. Read on...

James Houran

Human Resource Executives in the Lodging and Restaurant Sectors utilize systematic tracking mechanisms in order to "categorize" and monitor associates and key talent. Some tools work readily smoothly but depending upon the size and scale of the organization, these KPI tools may need modifications in order to result in the better information, useful for the continued training and success of employees. The "Four-Box Grid" offers the advantage of easy tailoring to the success metrics of a specific team, department, market, or organization. And, if anchored to specific metrics, it can facilitate discussions and decisions related to development and succession planning. Read on...

Mostafa Sayyadi

I present hotel executives with a new idea in that when change becomes increasingly valuable, hotel executives can manifest themselves as catalysts to implement effective changes in hotel's internal resources. I suggest new insights to identify corporate culture and corporate structure as primary drivers, which influence financial performance that matters to hotel executives that care. The focus of this article is based upon the critical role of corporate culture and corporate structure which allows a rich basis to understanding the mechanisms by which financial performance is influenced. Read on...

Greg Winey

Hurricanes define you and your business. They test everything from physical to mental preparedness. During times of crisis, those in the hospitality industry act as caretakers. Guests and staff are reliant on solid and strong leadership to feel safe in the face of these growing storm systems. Communicate. Stock up on necessary foods and goods. Secure your hotel. Above all, be patient and have endurance. Do anything and everything to prepare your properties, your guests, your staff and yourself for the unknown. Don't try to predict what the storm will do – it's almost impossible. Just monitor and prepare for the worst but hope for the best. Read on...

Stuart Butler

Love them or hate them, OTAs likely drive a substantial number of heads-in-beds to your property. That's not a bad thing, especially when it comes to driving first-time guests. The problem is that far too many hotels aren't putting their best foot forward when it comes to converting first-time OTA bookers into repeat guests who book via a direct channel. This article looks at some simple and effective steps that you can take that will ensure each and every OTA booker wants to return to your property and that they are much more likely to do so by booking direct the next time. Read on...

Kristi Dickinson

A spa's treatment menu is the primary piece of communication with guests and is so much more than just a listing of offerings. It tells the story of the spa's brand and makes a promise of the experience. The spa menu and related pricing is a critical tool to ensuring your spa thrives. Savvy spa directors go beyond simply designing a menu by thoughtfully engineering it. Menu engineering is widely used in food and beverage, but other departments can utilize this valuable tool as well. In this article, we will review how to develop a menu engineering strategy and special considerations which are unique to spa. Read on...

Ford Blakely

Artificial intelligence has become a prevalent part of our everyday lives. From the digital assistants in our homes providing us with access to virtually anything we can think of to the AI-powered apps helping us make important financial decisions, we rely on AI to boost efficiency and productivity in just about every area of our lives. And while no industry has been impervious to the impact of artificial intelligence, hospitality has seen especially significant changes due to the rise of the machines. In this article, we look at how AI has affected the end-to-end guest experience from booking to checkout. Read on...

John Tess

Portland's Harlow Block is the second oldest commercial building north of downtown. Built as a hotel in 1882, it thrived well into the 1920s but then began a descent into disrepair and disinvestment that ended in the building becoming a flophouse before being closed. For the last forty years, people have tried to revitalize the building, only to leave it in worse condition than before. In 2007, Ganesh Sonpatki of Parum Hotels took on the challenge. Despite more than a decade of struggling through code and historic preservation issues, the building is today reborn as a historic boutique 26 room hotel/restaurant. Read on...

Bonnie Knutson

On March 10, 1876, Alexander Graham Bell uttered his famous words, "Mr. Watson. Come here. I want to see you." Watson, who was in an adjoining room heard Bell's summons clearly. The telephone was more than an invention by an unbelievably creative mind. It was a disruptor. There is a distinct difference between an invention and a disruptor. Today, there is a disruptive "new sheriff in town" and its name is Blockchain. In this article, you'll see how this technology can be integrated into your hotel and transform your Loyalty Program. Read on...

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Coming up in December 2019...

Hotel Law: A Labor Crisis and Cyber Security

According to a recent study, the hospitality industry accounted for 2.9 trillion dollars in sales and in the U.S. alone, was responsible for 1 in 9 jobs. In an industry of that scope and dimension, legal issues touch every aspect of a hotel's operation, and legal services are required in order to conform to all prevailing laws and regulations. Though not all hotels face the same issues, there are some industry-wide subjects that are of concern more broadly. One of those matters is the issue of immigration and how it affects the ability of hotels to recruit qualified employees. The hotel industry is currently facing a labor crisis; the U.S. Labor Department estimates that there are 600,000 unfilled jobs in the industry. Part of the problem contributing to this labor shortage is the lack of H2B visas for low-skilled workers, combined with the difficulty in obtaining J-1 visas for temporary workers. Because comprehensive immigration reform is not being addressed politically, hotel managers expect things are going to get worse before they get better. Corporate cyber security is another major legal issue the industry must address. Hotels are under enormous pressure in this area given the large volume of customer financial transactions they handle daily. Recently, a federal court ruled that the Federal Trade Commission had the power to regulate corporate cyber security, so it is incumbent on hotels to establish data security programs in order to prevent data breaches. The lack of such programs could cause hotels to face legal threats from government agencies, class action lawsuits, and damage to their brand image if a data breach should occur. These are just two of the critical issues that the December issue of Hotel Business Review will examine in the area of hotel law.