Jennifer Nagy

Many marketers have used the pandemic as a crutch to get more exposure for clients, but to be effective today, we need to shift our messaging towards recovery, rather than the hardship we've all, collectively, experienced in the past 14 months. Here are 4 ways that marketers can improve their messaging to help hospitality companies discover the road to recovery. READ MORE

Walter Isenberg

The pandemic has not only challenged our operational leaders – it has forced our sales and marketing leaders to fundamentally change how they work. Learn three prominent Sales and Marketing insights that we as a company have gained throughout the pandemic, and how we see those insights shaping our future revenue generation efforts. READ MORE

Frank  Vertolli

Direct booking has been a staple in the hotel industry for brands looking to build a stronger connection with their guests. But as we move forward into a future that increasingly focuses on user profiling's privacy and ethical concerns and a shift to a "cookieless world", the need for and value of first-party data becomes more evident. READ MORE

Chris Campbell

As the travel industry gets ready for post-COVID economic recovery to come into focus, natural language processing technology - deployed to analyze online reviews and guest feedback - provides a data-driven solution to help hotels improve hygiene standards, ensure impactful staff training, and successfully personalize the guest experience. These, in turn, can help operators craft safe, post-pandemic experiences that match the expectations of business and leisure travelers alike. READ MORE

Library Archives

Bill Quain

Your customers have changed! They aren't waiting around for you to sell them something. Instead, they are taking action – searching the web for solutions to their problems. Learn to position yourself as a problem-solving partner, not just a salesperson. In return, you'll meet your sales goals – despite the fact that you never sold them anything. READ MORE

Amy Draheim

New tech has allowed us to maintain work relationships (thank you, Zoom), personal relationships (FaceTime), and professional relationships (Clubhouse), while also keeping us entertained (TikTok), and informed for better or worse (Facebook/Twitter). New tech has also proven to be a linchpin in saving the hospitality industry. Hotels must continue to adopt new and existing tech to appeal to today's travelers. READ MORE

John Welty

Despite the courts largely ruling in favor of insurers in response to COVID-19 claims, general liability losses continue to increase and impact hoteliers. Both the pandemic and other factors are contributing to social inflation, with rapidly expanding litigation costs impacting insurer claims payouts, loss ratios and rates. In this article, we'll examine the factors contributing to this trend and its potential impact on hoteliers. READ MORE

Robert Gilbert

HSMAI's recent series of Executive Roundtable programs for hotel sales and marketing leaders revealed the trends, challenges, and priorities that have reshaped the hospitality industry during the pandemic - including the frustrations of trying to sell when so many factors are still up in the air, the advantages of focusing on high-performing verticals, the need to approach virtual sales and marketing differently, and the importance of training and supporting teams as they've adapted to remote work. READ MORE

Justin Hauge

Weighing in on recent shifts, Justin Hauge outlines the new pillars of post-COVID marketing. Justin is the Chief Growth Officer at Rabbu, a flexible rental asset management company named by Welp as one of the top real estate companies in America. Here, he highlights the magic of concurrent listings, the value of automation, and the new language of marketing. READ MORE

Gary Richards

Conditions over the last year are forcing us to revisit traditional marketing results, and today we must find patience to work and wait, something uncomfortable to many. But while some customers do not have the willingness to buy just yet, there are important steps we can take now that will set the stage for our future success. READ MORE

Alexandre Sogno

Ever wonder if your hotel is optimizing its sales & marketing strategy? Want to discover how the sales & marketing department can transform your hotel and the impact it can have if done right? This article explores several best practices, and the impact an asset manager's services and perspective can have on this vital department. READ MORE

Karla Brooklyn

The crisis has pushed hoteliers to reconsider their long-held beliefs about retaining their systems. Perhaps there's been a fear of accepting the heavy investment that came with introducing systems which quickly dated and were yet to prove ROI. Here's how sales & marketing teams can use technology to position for growth, be savvy and curate the brand story for the long-term. READ MORE

Ryan McAndrew

Pent-up demand for travel is palpable. Rising U.S. vaccinations, coupled with strong pandemic stimulus, personal savings and recovering employment, are set to propel travel in the second half of 2021. Real estate senior analysts at RSM, Laura Dietzel and Ryan McAndrew, provide an in-depth look at the challenges and opportunities hotel owners and operators will face in the coming months. READ MORE

Clifford Ferrara

Now that vaccine roll-out is picking up steam and businesses begin to get back on their feet, hope lingers on the horizon. The industry is in for a period of transformative change in the months ahead-in a good way. With a goal-oriented, measurable and tactical plans in place, only hoteliers properly prepared for the looming recovery will declare victory as the race to recovery switches into high gear. Are you ready? READ MORE

Deborah Popely

Empathy is an important component of hospitality that has taken on new importance in light of the pandemic and other recent events. The public is calling upon business leaders to address long-standing social inequities with empathetic, transparent and action-oriented communications. The conversation should start with hotel employees who by extension can convey our values to guests. With the right training and support, the hospitality industry also can be agents for the greater good. READ MORE

Shahin Sharifi

With the COVID-19 vaccination programs in place all around the world, the tourism and hospitality sectors must foresee the new demands from the customers and stakeholders. This article by Macquarie University Lecturer Shahin Sharifi offers a broad view of the target market and the key change, driven by the pandemic, in the product offering. READ MORE

Barbara Czyzewska

What are the keys to succeed in the hospitality industry coping with the "new normal" standards? With guests' requirements becoming more flexible, fluid and less obvious, Barbara Czyzewska, Interim Academic Dean & Head of Luxury Brand Strategy Specialization at Glion Institute of Higher Education, reveals how to provide high quality service and satisfy fast changing guests requirements. READ MORE

Bret Cohen

The year 2020 was transformational for the hospitality and travel industry as millions of employees were furloughed or lost their jobs. In 2021, there is potential to revitalize those same industries as vaccination rollout continues across the globe. Bringing those employees back to work, and recruiting new hires, requires attention to health concerns and discrimination laws on the state and federal level that are unique to COVID-19. READ MORE

Michelle Devlin

Red Carnation Hotel's head of sustainability, Michelle Devlin, discusses why sustainable practices are becoming a larger part of luxury hotel operations. With COVID's shut down of travel for more than a year, many businesses in the luxury hospitality sector are resetting their priorities and are starting to take responsibility for socially conscious travel. READ MORE

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Coming up in July 2021...

Hotel Spa: Immense Transformation

There is no doubt that the Hotel Spa industry is undergoing an immense transformation as a result of the pandemic. New cleanliness standards for facilities, new safety standards for employees, and new ways of interacting with guests are now the New Normal, and will be for the foreseeable future. Given that some former patrons might be reluctant to return due to safety concerns, some spas are offering contactless experiences that utilize high-tech technologies to address wellness concerns like sleep, stress, pain, and immunity. Other spas are expanding their services to include life coaches, osteopaths, psychologists, and nutrition counselors in an effort to help their guests achieve a balanced lifestyle. Some spas are tapping into traditional Asian rituals to create programs such as sound healing, chakra balancing, and intuitive energy reading. Other programs emphasize re-connecting with Nature and have developed outdoor treatments such as Star Bathing, Feet in the Creek, and Treehouse meditations. The July issue of the Hotel Business Review will document what some hotel spas are doing to promote and manage their operations so guests can safely return for their health, wellness and beauty treatments.