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

Ayrlea A Manchester

: It is no big secret that ‘going green’ and sustainable practices within the hotel and lodging industry are slowly becoming more appealing and are now often a determining factor for travelers when they are selecting accommodation. In this day and age, acquiring a reputation for being an eradicator of the environment can truly be your demise. Hotels operating with green initiatives in place are on the right track and can undoubtedly have an advantage over their competitors. There are great social and economic benefits to be gained by implementing green initiatives, as well as the obvious benefits to the environment. These green programs, when applied and practiced correctly can be mutually beneficial and quite lucrative. READ MORE

Robert Allender

Every hotel on the planet has an energy story. A hotel’s energy story is what anyone who cares about things related to energy use can observe by looking at that hotel’s use of energy, and its attitude to energy related issues. Hotel decision-makers have a choice – they can ignore the hotel’s energy story and hope for the best, or they can manage it. READ MORE

Dina   Zemke

Initially suspected to be a passing fad, the sustainability movement now appears to be firmly entrenched in our customers’ expectations and is increasingly embedded in hospitality management. Since this is a highly visible element of business today, the question that hospitality programs have is how can we better prepare our students to meet the hospitality industry’s needs for future managers who can meet the need to provide sustainable business operations and service? READ MORE

Jan Peter Bergkvist

The awkward feeling we all have in the pits of our stomachs that something is fundamentally wrong with the way we run our planet is slowly moving up to our brains and increasingly we’re realizing that we all need to become part of the solution, instead of continuing to contribute to the problems of an unsustainable world. Welcome to Anthropocene; this oil-fired age where mankind has, during the last 150 years or so, initiated unstoppable systemic changes, changes which are already affecting us. Weather catastrophes as a result of climate change are on the increase; rates of cancer are higher than ever before and let’s not forget the negative effects on our collective reproductive ability, caused by the uncontrolled spread of hormone-disrupting and persistent chemicals. READ MORE

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.