Do Hotel Industry Awards Really Matter?: Employee Satisfaction

By Alan Villaverde Vice President & General Manager, Peabody Orlando | October 28, 2008

In part one of this series, I discussed the importance of hotel industry awards and why I believe they are of the utmost importance. There was a time when the awards themselves were not too highly regarded because it seemed just about any hotel could get a four-star or four-diamond rating.

That was then. It is very, very different now. Today's hotel awards are highly prized and are increasingly difficult to win. They represent an independent, public acknowledgment of our efforts to produce consistent, top-level service across the board, from check-in to check-out. This is how we nurture repeat business.

I recently conducted a study of the awards we have earned at The Peabody Orlando, and it seems that we have won just about every one of them. We have our coveted Mobil Travel Guide Four Star, our Triple AAA Four Diamond, Wine Spectator, DiRoNa, The Ivy Award, and so on.

What is the process for winning these awards?

Well, in the case of Mobil Travel Guide and AAA, DiRoNa and the Ivy Award, we are evaluated just as every other hotel or restaurant is evaluated: by professional inspectors, and travel journalists who take their job very seriously. In the case of the Ivy Award, from Restaurants & Institutions magazine, one must be nominated by a previous winner of this most prestigious award.

How are these awards won?

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.