July Hotel Spa: Pursuing Distinction

Trending articles this week...

Paul van Meerendonk

So, you want to be a high-performing hotel revenue manager, but how much should you understand about analytics, and how much can be left to the scientific experts and automated technology solutions? Well, does being a safe, efficient driver really depend on that much technical knowledge of what's under the hood? Sure, you should probably know where to put the gas, but it's the mechanic we trust to effectively diagnose and repair major issues, and there's an entire history of trial-and-error innovations built into your vehicle that make it into the advanced machine you rely on to get from point A to point B. Read on...

Herve Tardy

Power anomalies don't take a summer vacation. From heat waves to hurricanes, wildfires to monsoons, there is no shortage of disasters waiting to wreak havoc on critical hotel systems between the end of the school year and Labor Day. But with the right approach to power management, hotels can ensure system uptime if disaster strikes, keeping guests protected from the complications of summer blackouts. This article will explore some of summer's greatest threats and offer steps to prepare for power outages that could adversely affect business operations. Read on...

Gino Engels

The most effective revenue managers are pros at nuance and experimentation, looking for patterns and trends that inform their strategy. The ideal setup includes technology that automatically analyses local market demand data alongside pricing data, and puts it in a visual, approachable format. But what are the key factors that drive hotel revenue? In this concise article, we review eight or nine themed clusters that can guide your thinking, including: your compset, as part of your pricing strategy and demand analysis; other demand factors; channel management; promotions and discounts; competitor benchmarking; reputation management and rate parity; employee engagement; and digital and metasearch advertising. Read on...

Priyanko Guchait, PhD

This article introduces a new service recovery method called Stealing Thunder - a proactive strategy to handle service failures which can have a significant impact on customer loyalty and trust. Stealing thunder implies the service provider identifies a service failure first and takes the initiative to report the failure to the customer before the customer has identified the service failure. When proactive service recovery strategies such as stealing thunder are used, there may not be a need to offer monetary compensation to customers following a service failure. Recommendations are provided to managers about incorporating "stealing thunder" in employee training. Read on...

Coming up in August 2019...

Food & Beverage: Millennial Chefs Lead the Way

Led by Millennial chefs, hotels continue to foster sustainability, sourcing and wellness within their dining rooms and banquet spaces, and by all measures, this is responsible for an increase in their revenues. In many hotels, the food & beverage division contributes 50 per cent or more to hotel sales and they are currently experiencing double-digit growth. As a result, hotel owners are allocating an increasing amount of square footage for F&B operations. The biggest area of investment is in catering, which is thriving due to weddings, social events and business conferences. Hotels are also investing in on-site market or convenience stores that offer fresh/refrigerated foods, and buffet concepts also continue to expand. Other popular food trends include a rise of fermented offerings such as kombucha, kimchi, sauerkraut, tempeh, kefir and pickles - all to produce the least processed food possible, and to boost probiotics to improve the immune system. Tea is also enjoying something of a renaissance. More people are thinking of tea with the same reverence as coffee due to its many varieties, applications and benefits. Craft tea blending, nitro tea on tap and even tea cocktails are beginning to appear on some hotel menus. Another trend concerns creating a unique, individualized and memorable experience for guests. This could be a small consumable item that is specific to a property or event, such as house-made snack mixes, gourmet popcorn, macaroons, or jars of house-made jams, chutneys, and mustards -all produced and customized in house. One staple that is in decline is the in-room minibar which seems to have fallen out of favor. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.