Kurt Meister

While a slip or fall remains the most common cause of guest injuries, a hotel's largest risk exposure may lie in the water. Legionella outbreaks have been reported at several hotels nationwide. This deadly bacterium can be fatal. When it spreads, it affects multiple guests. And when your hotel receives a claim, you may not be covered if your insurance policy includes a bacteria exclusion. This article walks through common causes of guest injuries – from legionella and E. coli to bed bugs and molestation – and offers best practices for preventing injuries, protecting your hotel and safeguarding your guests. Read on...

Bonnie Knutson

Somewhere along the way, we came to believe that all it takes to generate value, loyalty, and great ambassadors for our hotel are outstanding facilities, programs, and services. And don't forget those loyalty programs. While that may have been true back in the 20th Century, it is no longer enough in 2019; these qualities are just expected in a hotel. To provide the kind of experiences that will drive guest value and hotel revenues, it takes more than top facilities and good service. In this article, you will learn how a Gum Ball Machine can point your way into this Experience Economy. Read on...

Herve Tardy

In the quest to put the customer first, many hotel chains are reevaluating their approach to IT. The advancement of cloud services, Internet of Things (IoT) technology and enhanced mobile connectivity has created new possibilities to improve the guest experience. However, capitalizing on these capabilities means moving away from traditional, centralized IT and implementing a hybrid IT system. Migration brings its own set of challenges when it comes to network and power management. In this article, global power management company Eaton addresses these challenges and shares strategies to help companies improve critical data protection as they shift toward decentralized IT. Read on...

Priyanko Guchait, PhD

Approximately 48 million people annually are sickened due to foodborne illness, which equates to roughly one sixth the population of the United States (U.S.), with128,000 hospitalizations and 3,000 deaths per year. The estimated annual economic costs related to foodborne illness are approximately $77 billion. Foodborne illness is an urgent problem that threatens the health of people and generates significant economic losses. How can hotels and restaurants take action to reduce the alarming numbers of food safety errors and violations? Read on...

Library Archives

 
Chelsey Leffet

After a long Request for Proposal process, Amazon finally revealed its two locations for HQ2 in 2018-Long Island City, New York, and Crystal City, Virginia. Despite recent trials and tribulations regarding the Long Island City location, which ultimately ended in Amazon pulling its plans to establish a presence there, the Amazon HQ2 plans for Northern Virginia remain strong. Among the anticipated near- and long-term benefits of HQ2 is an influx of new hotel demand. The Washington, D.C. and New York City HVS Consulting & Valuation teams examine the potential impact on northern Virginia's lodging market in the following article. Read on...

John Mavros

Hotel Managers are on the frontlines of preventing harassment, discrimination, and retaliation from occurring in the workplace. They are in the best position to spot warning signs that harassment may be occurring and they are most likely to be the first person an employee confides in with a complaint. As such, it is important that managers are equipped to stop harassment and any future harassment lawsuits in their tracks. This article details a "5 Step Plan for Managers" in the midst of the growing #MeToo movement to help them foster harassment free workplaces. Read on...

Bruce Tracey

The term 'Future of Work' (FoW) has quickly become part of our everyday lexicon and has arrived with very real-world implications for companies and firms across the globe. Hospitality organizations are certainly not going to be an exception. From dizzying advances in FoW technology and consequential job design, to sweeping workforce demographic changes, to the reality of having to leverage greater numbers of agile/on-demand talent, hospitality companies will need to rely even more on their HR functions to navigate these inevitabilities. All this, on top of an industry already with a bit of an image problem. This article discusses some of the implications of FoW for the hospitality industry and presents three questions for organizations to ponder as they begin to adopt the necessary strategies, tactics, and practices to support FoW. Read on...

Bruce Liebman

Hotels are increasingly being hit with lawsuits claiming discrimination against disabled individuals in violation of Title III of the Americans with Disabilities Act. The lawsuits are being filed by what are called ADA testers-individuals who visit businesses intentionally looking for non-compliance with the requirements of the ADA. Common complaints involve architectural barriers in the parking lot (e.g., inadequate or no handicap parking spaces) and lack of handicap accessible restrooms). This article evaluates access claims under the ADA in the hospitality industry, how to defend these claims and the significance and impact of a recent decision on future hotel-related ADA discrimination cases. Read on...

Diane Tighe

Wellness is an essential component for planners to incorporate into their 2019 meetings and events, focusing on the complete physical, mental and social well-being of their attendees. The top meeting trend prediction comes as the theme of wellness grows rapidly on a global scale. Diane Tighe of Washington Duke Inn & Golf Club and JB Duke Hotel on the campus of Duke University shares recommendations for physical, mental and social wellness for planners to incorporate in 2019. With nearly 20 years of experience, Diane is a Certified Professional Catering Executive (CPCE) and an active member of NACE since 2001. Read on...

Nancy Obstler

"My pleasure." Though just two words and three syllables, this simple phrase can serve as the cornerstone for a hotel's delivering on a great guest experience. I have found that by training associates to not only say but to also consistently live this creed can make a difference in the success of a property. So, how do we develop quality hotel associates to try to be better every day? How do we make guest service a priority of every hotel associate's job function, regardless of the department in which they are engaged? Read on...

Adria Levtchenko

Insuring that workers are safe on the job is an issue that is increasingly in the spotlight. While it applies to the entire hotel staff, it is especially relevant to those who often work in isolation, with housekeepers being a prime example. The industry is responding with new programs that include devices which staff can activate to signal an emergency alert when in distress, i.e. personal safety devices (PSDs). A safer workplace also contributes to employee confidence and satisfaction, augments health and wellness, and aids in reducing worker compensation exposures. This article explores the role of technology in achieving these goals. Read on...

S. Lakshmi Narasimhan

Revenue management has in the past decade or more redefined the traditional and archaic reservation function. It took reservation from an administrative and often clerical function and placed it front and center as a business strategy. It has had its challenges during this time but has reinvented itself multiple times proving it sustainability. Cross Selling was one such reinvention phase. Its promise of integration of revenue streams delivering incremental revenues is a powerful factor since the paranoia that owners have of year on year growth is take care of. It puts a smile on stakeholders faces - a dream not just for every hotel revenue manager but the entire management. Read on...

Mark Ricketts

In our busy day in hospitality, we are constantly talking, texting, posting or emailing to another individual or a group of recipients. However, is anyone listening or understanding what we are saying? Being a great communicator is a core skill and function of our hospitality world. Some people are naturals at communications but it is something that all hospitality organizations must also cultivate for all of its members, including frontline staff. The result is strong relationships with our guests, our vendors and partners, and others in our own group. Read on...

Lawrence Adams

The explosive increase of hotel brands in recent years has reached an astounding level. Smith Travel Research recently listed 1,073 brands globally. Of the major hotel companies, Marriott, following its merger with Starwood, has accumulated 30 brands; Hilton has 14 brands, AccorHotels has 34 and InterContinental Hotel Group (IHG) has 14. New independent brands continue to pop up at a rapid rate fueled in large part by the insatiable appetite of millennials for new and unique experiences in their lodging choices. In this article we explore the advantages and disadvantages of brand proliferation and look at some of the unique new brands in some detail to understand their appeal. Read on...

John Tess

A quarter of the population, millennials are increasingly a targeted hotel consumer. Boutique hotels historically presented an alternative to standardized chain. Their edge however has been eroded by the arrival of soft brands, such as the Marriott Autograph and Hilton Curio. Portland, Oregon-based Provenance Hotels, with 2,500 rooms under its control, attempts to expand on the boutique hotel by creating a truly unique place. As envisioned by its President, Bashar Wali, Provenance Hotels defines its audience as "forward thinking creatives" and sees its opportunity by smaller-scale properties that provide a more handcrafted or curated approach to design, operation and experience Read on...

Rocco Bova

It has been a long journey for boutique hotels. In the last 40 years (or so), this concept has dramatically changed the landscape of standard, box-type hotels selling average experiences and mostly clean rooms and hot breakfast. The disruption continues with the birth of similar-ish concepts that have evolved as well as how they are perceived around the world. I have followed this phenomenon for many years now and I hope you will enjoy my point of view and insights on this topic. Read on...

Patrick Connolly

Today's consumers are demanding more personalized services and unique experiences than ever before. This continues to create rapid change and heavy competition across many industries as they struggle to meet these new challenges, and hospitality is no exception. But how do you keep pace with the ever-changing demands of your guests? Although certain technologies can help you plan for and anticipate these needs, it's your people that will make the most difference. Learn how Holiday Inn Club Vacations engages, invests in, and provides its team the skills and knowledge to be one of the fastest-growing timeshare companies in the industry. Read on...

David Ashen

A rising renaissance in the roadside motel has prompted a growing trend in the transformation of the formerly dated designs to reinvented brands for the modern traveler. Building on nostalgia, the millennials' desire for authenticity and romance combined with wanderlust, David Ashen, principal and founder of interior design and brand consulting firm dash design, explores some of the more interesting trends in this category, including, for instance, the conversion of a typical Super 8 motel into an independent and funky property offering local and unique experiences that pay homage to the brand's past while highlighting today's conveniences and tastes. Read on...

Nancy Brown

Disaster resilience is a core concept for contemporary hotel disaster/crisis management objectives. Resilience building provides flexibility, improved capacity to adapt, and leverage against the continually changing tourism environment. Understanding the value of resilience can make the difference in prioritizing this vital tool. The interconnectedness of the tourism sector worldwide requires novel approaches to assessing organizational strengths - organizations' face the need to develop potential solutions to unknown challenges. Building disaster resilience offers a potentially multi-faceted solution sets to todays', and tomorrows', challenges. This is the first article in a four-part series... Read on...

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Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.