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  • Guest Service / Customer Experience Mgmt

  • Keeping Up with the Joneses

  • By David Benton, Vice President and General Manager, The Rittenhouse Hotel

  • "Amenity Creep" is certainly a paradox in today's conservation environment. While management in one hotel is offering guests the option of not laundering their sheets and towels, to conserve water and electricity, the competitor on the other side of the street, has just enhanced the weight and number of towels placed in the bathroom adding significant usage of water end electricity in their laundry operation. Which hotelier made the right decision? The guest will ultimately be judge and jury, and like most things in life, some guests will prefer conservation, while others holler, "I want more!"

    There is no question that the overall demand by travelers for the "extra" touches and the impact it makes on repeat business is driving hoteliers to outdo their competitors. Who doesn't marvel at the oversized flat-screen TV's in both the bedroom and bathroom and the incredible picture quality at the Mandarin Hotel in New York City, or enjoy the Presidential Suite at the Hotel Principe di Savoia in Milan with its own opulent swimming pool.

    Are hotels with the latest and greatest attracting more guests? Absolutely. The Esperanza in Cabo San Lucas is planning a $10 million dollar investment in new suites and the spa. Certainly ...

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Coming Up In The March Online Hotel Business Review

"Hotel Business Review offers weekly articles for hotel management and operation and discussion on emerging growth markets."
Feature Focus
Hotel Human Resources: The Biggest Challenges
The economic challenges of the past four years have led many hotel companies to re-examine the ways in which they do business and how they deploy talent. In many cases, the work did not go away and fewer people were left to carry on the tasks that had previously been shared among many. As we work our way out of the recession and look forward to a healthier economic environment, there is an understanding that despite recovering business levels, we may never see the return of former staffing levels. This "new norm" of operating with leaner teams has led Human Resources professionals and people managers to look at career development and growth opportunities in a new light. The March Hotel Business Review will take a look at some of the strategies being used by successful hotel brands, and techniques human resource directors are currently exploring.
INSIGHTS FOR INDUSTRY LEADERS BY INDUSTRY LEADERS
"The Four Habits of Highly Effective Human Resources"
By James Bermingham, Vice President, Montage Hotels
"Embassy Suites 'The Circle of Leadership"
By Darci Riesenhuber, Director of Brand Culture, Embassy Suites Hotels
"Applying Consumer Marketing Best Practices to Employee Loyalty"
By Fred Bendana, Executive Director Client Services, Maritz Loyalty & Motivation
"How Incentives are Changing to Keep Existing Staff Motivated?"
By Jim Houran, Partner, HVS Executive Search
PLUS: Mobile Technology - Attracting & Retaining Top Talent - Education - Employee Engagement - Employment Claims & Litigation - Employment Contracts - HR Management.