As most companies wrap up their 2009 financial planning season, many creative and impressive strategies have been developed to maintain ownership's expected levels of return. As I travel to meet with clients, the bigger issue I see is not how to create an aggressive plan, but how to turn it into reality. A great plan is only as good as its execution, and this starts with the training of the people who are going to actually execute it. READ MORE

Hospitality managers work hard through many different efforts to generate revenue for the property at all levels. Many are surprised to find thatheir success at this process does not always fully make it to the bottom line. The "leakage" is caused by many reasons, but most often by error and theft. Every hotel experiences these issues in some degree, impacting bottom line EBIDTA anywhere from 1% to as much as 10% or more. In this article, we discuss some areas which are at risk and how establishing an effective revenue control system can prevent them. READ MORE

Hoteliers spend tremendous time and energy looking for strategic ways to utilize technology to improve their operations and drive financial performance. What many fail to look at is that the hotel itself usually sits in the middle of a large parking facility. This facility often takes up as much real estate as the hotel itself, but because parking is outside of the core focus of the industry, parking technology is rarely part of any strategic capital or IT plan. This article will explore how some of the latest advancements in the parking industry can help hotels capitalize on unrealized profit. READ MORE

To employ or not to employ? That is the question. The answer can be fairly easy, provided, the employer has taken care to ensure that it is fully protected pursuant to the terms of the hotel management agreement. What tips the scale will vary based upon many factors, imputation of liability, collective bargaining agreements, union labor vs. non-union labor, and the applicable law of the jurisdiction in which the hotel is located. Sophisticated owners and managers carefully address each of the issues related to employment in the hotel management agreement so if an employment related issue arises, it is clear which party is responsible. READ MORE

Raise your hand if you have had a bad boss. I am sure everyone reading this has raised both hands, and raised them pretty quickly! We often remember our bad bosses more readily than we do our good ones, because the experience was so unpleasant and disappointing. And sometimes we are so harmed by the experience it can take us a long time to get over it. Now think about the good bosses you have had. I hope you have had at least one in your career. Why were they good? Why was the experience working for them so invigorating and memorable? Wouldn't you like to create such an environment for anyone under your area of supervision? READ MORE

Do you struggle to keep your office organized? Do you keep current with your business communications? Do you let e-mails sit in your in-box for days on end? If you've ever had a challenge achieving a goal in the past it could be because you didn't attempt to achieve the goal from the right mindset. Everyone knows that if you want to achieve a goal, you need a well thought out plan and a timetable to implement the plan. It seems like a relatively simple process that would make any goal obtainable. This makes sense in theory, but in reality the best of intentions many times turn into un-kept promises to yourself or others, a missed business deadline, a downturn in sales or a decrease in productivity. READ MORE

Let's assume for a moment that every person in hospitality sales knows the importance of qualifying prospects, knows how to develop an effective opening, understands how belief in their product helps them to exude confidence, knows that to close the sale you must ask for the sale, and that service after the sale is as important as the sale itself. While we're at it, let's just assume that everyone has read those endless lists of "sales tips" written on how to become an effective salesperson. If we assume that colleges and universities are adequately training sales people, why is it that all new hires are not excellent sales people from the get-go? Further, with all the professional development opportunities available, shouldn't there be armies of effective sales people and no shortage of great candidates for those looking to hire? So, what is missing? What sets excellent sales people apart from the plebeian masses? READ MORE

Your former employees are a powerful market target. They all ready know the message and product. They "bought in" to what the organization was all about when they joined. They do not need lots of advertising messages and persuasive literature to familiarize them with the product or environment. They are "ripe" for the marketing mix and they should be top picks for special promotions and communications. Your employees could and should be one of your most valuable conduits for new business. So...how do you refine service levels to this powerful group? READ MORE

Survivor! The Bachelor and Bachelorette! The Millionaire! The Apprentice and good 'ol Average Joe! Who is for real these days and why has the issue of reality become so captivating for today's consumers? Why is "being real" or in some cases "not being real" so fascinating? How do real scenarios and events in today's world impact hospitality seeking guests? What reality do they want and are your employees prepared to give it to them? The service landscape has changed in the past few years and hospitality leaders must recognize why anticipating and defining expectations may be more important than ever. People, customers, guests want the real thing. Especially after events like September 11, they want to feel more secure, more safe and more reassured that their interests and concerns matter. They don't want to feel like their needs play second fiddle to corporate policies, complex chains of command or misinformed employees. They want a real connection. READ MORE

Ensuring that the sales team is highly motivated and productive is an ongoing process, regardless of the size or type of property. There are many ways to ensure success, one of which is incentive plans. But, to achieve the desired results, it is important to know that when it comes to incentive plans, one size does not fit all. Effective incentive plans take on many shapes and sizes, depending on the needs of the property and the business mix of the property. This article addresses key components to consider in customizing an effective plan which motivates and rewards the sales manager and/or sales team and at the same time, produces the optimal financial results for the property. READ MORE

Hotels across every segment of the industry today are faced with the challenge of delivering profits in an ever-changing environment of declining revenues and profitability. Independently owned and operated hotels have the added challenge of limited marketing resources. As a result, owners and managers of independent properties, now, more than ever, have to ensure that each marketing expense is justified and that it produces the best return on investment. Case in point: Direct Sales typically represents 40-50% of the entire marketing expense budget. As a result, with up to 50% of the marketing budget devoted to this one line item, it is critical to ensure that each sales person is effective and productive in achieving short term results and in laying the foundation for success in the long term. READ MORE

For hotel staff working on Christmas morning, either behind the front desk or in the housekeeping department, a rooms sales position may look like a pretty cushy job! Sales people don't have to work holidays or weekends and have the freedom to come and go as they please. But, in reality, a sales position is (or should be) challenging. They have the primary responsibility to generate room revenues for the property. Sales is responsible for building occupancy in low demand periods and by increasing average rates in peak times. But, in order to do this successfully, it is important that a sales person is at the top of his/her game. An effective sales person should be able to produce results despite market conditions and product drawbacks and to develop existing business by taking one meeting and turning it into four. READ MORE

Your sales team can target an increasing number of potential outlets to book business and fill your hotel nowadays. New sales opportunities, like online advertising and third-party e-channels, are as viable a source of business as traditional targets, like print advertising and corporate travel planners. However, this increasing number of potential outlets also means stretching your sales team's limited resources over a greater area. Trying to develop relationships in all of these target markets can be overwhelming, if not impossible, for any hotel sales effort. So it's time to take a creative look at how you can extend your sales and marketing team without increasing the number of people with "sales" on their business cards or making your sales budget balloon with added expenses. READ MORE

2009 saw U.S. RevPAR drop 16.7% to $53.71. Occupancy dropped to a national figure of 55.1% (down 8.7%) from 2008 levels. Average Daily Rate (ADR) dropped 8.8% nationally to $97.51. Certainly, the sky is falling. That is, unless, these are not the numbers that define your performance. Yes, they provide a barometer of sorts against which to gauge your own growth or erosion, but beyond that, what are you going to do with them? In an industry filled with almost endless metrics, which are the ones that should define success or be used as a valid measurement of performance? Here's a hint: not the ones above. Take control of what you can control and use only meaningful metrics to define, pursue and achieve the win. READ MORE

Change is inevitable, especially in the hospitality industry. With brands, ownership and management shifts taking place daily, especially with a lifting recession, the hotel landscape is sure to change. But what does this mean for the hospitality employees who are forced to participate in a "relaunch" without much notice or feedback? Well, it could mean a new energy or a revitalization of staff if the proper tools are put in place. By making current employees - from management to housekeeping - a part of the process, change can be more than inevitable. It can be welcomed. READ MORE