Distribution in hospitality, once a relatively straightforward proposition, has become more complex in recent years. It now has the potential to be counterproductive to strong financial performance if not approached correctly. Making assumptions about the efficacy of your distribution efforts by reviewing P&L market segmentation or STR performance simply isn't enough. Cutting through the chatter, understanding how to evaluate emerging 3rd party distribution models and developing a sound strategic plan designed to support profitability is vital. READ MORE

It is an understatement to say the realm of communication has changed with social media. It seems like overnight social media has revolutionized not only the way we communicate with each other, but also the way we transport information. While many companies have utilized social media to generate business by employing new marketing schemes, companies must also be wary of the negative effects social media could have on its business. Without a doubt, social media has become the latest avenue by which a company's proprietary information can be compromised. One of the greatest risks facing companies today is the ability of its own employees and third parties to access and obtain confidentiality information. READ MORE

In the traditional hotel environment, departments are seldom responsible for each other's success. The push towards Total Revenue Management is changing this. As department heads learn that they need each other's data in order to effectively insert themselves into a hotel-wide, guest-centered strategy, many of the boundaries that separated functions are beginning to disappear. This is the new hotel ecosystem, driven by data and the people that need it. For the hotels that have begun to democratize data to eschew in this systems thinking approach, the gains have been substantial. To embark on driving this transformation at your company, concentrate on these four key components. READ MORE

Hoteliers spend a lot of time and money researching, marketing and trying to attract new guests to their hotel all in order to boost revenue. While growing your customer base is critical to ongoing success; hoteliers should also make sure that they are maximizing the money they make from existing guests.  To help ensure a hotel is making money from the guests it does have, it is vital a hotel understands and qualifies their guests so that they can be targeted with the most appropriate upsells and promotions. READ MORE

For many industries, Big Data is the hot, in vogue marketing buzz word--and that includes the travel industry. The idea is an attractive one: having a trove of data about customer history and behavior should give the marketer invaluable insights into what guests want, how to attract them, how to sell to them, and how exactly to keep this guest coming back. The hard part, though, is somehow harnessing all those terabytes of data (which may come in several forms, from different sources) into something meaningful. And then, in translating that meaningful information into real ideas that you can try, test, and experiment with. This article will show you how to begin that process so you can fold the power of Big Data into your online/offline strategy READ MORE

In the last few years, Social Media has undergone a myriad of changes. New players have come on the to the scene, a number of informational websites have gone 'social' and, in addition, existing social media platforms have changed considerably. Where do hotels direct their effort in utilizing Social Media for the best return today? How does a hotel keep up with the many changes and rapid development in the Social Media world? Although change can feel like it happens overnight, a hotel's Social Media Marketing (SMM) efforts should always be driven first by the idea of engaging and promoting the brand to the customer and secondly by incorporating changes into the portfolio of a SMM Plan. READ MORE

Hotels today face a lot of pressure. Competition in the marketplace, the struggling economy and lower consumer spending requires hotels to do more to acquire and engage new customers and create repeat business. It is hard to stand out, and to create a point of difference that not only matters to the customer but breaks through. This is why integrated marketing, the marriage of traditional marketing, event or personal engagement, and social media, is so very important to create a relationship with the whole customer. It feeds both rational and emotional needs and enables dialogue with the customer when he or she wants to be engaged. Integrated marketing tools provide the opportunity to get closer to that customer. And today, closest to the customer wins. READ MORE

It was supposed to herald the age of wireless transactions, turning the leather-bound wallet into an antique. Yet years after its mainstream launch and NFC (near field communications) - two-way mobile phone radio communication, enabling everything from digital keys to remote checkout - has languished on the "hit list to be" with each new wave of excitement retreating into the silicon sea. But there are signs the tide is about to turn - again. From real-world hotel experiments to global trade shows to a host of financial services companies, NFC, challenged as it is, remains a tantalizing technology and one that hotels are reluctant to ignore. It just might be that after numerous misfires, 2013 will be the year NFC doesn't just "hang on" to live another day, but thrives. Eager to deliver new experiences and engender loyalty, hotels are banking on their success. READ MORE

In a 2006 PKF article, labor consisted of 61.7% of the rooms department expense. Laundry, linen and guest supplies take up an additional 10%. They also very wisely state "Profitability is driven by revenue management and expense control." However, there is an overarching concern that the effort to reduce overhead will reduce output quality thus making your guests unhappy. There are methods for improving housekeeping and laundry efficiency without hurting your scores. By reviewing the departments' tasks from a process-centric viewpoint, you can quickly and economically improve efficiency and reduce overhead without sacrificing guest or staff satisfaction. READ MORE

Depending on who you talk to in the hotel industry, the answer to the question of what is the most effective way to drive sales can vary quite a bit. Some hotel owners and operators will focus on the management team, others on staff training, and others on aggressive and effective sales strategies. One management company might insist that great service will yield sales dividends down the road, and another might maintain that effective use of brand resources is essential. So who is right? READ MORE

The movement toward the 100 percent guarantee appears to be driven primarily by three marketing forces. One is a consumer that is continually becoming more sophisticated, more experienced, and more demanding of a high price value. A second is an increasing importance that all businesses are placing on quality service, consumer satisfaction, and customer loyalty. More recently, a third has come to the forefront: the proliferation of information available on the Internet - social media, hotel websites, third party booking agents, and, of course, rating sites such as Yelp, Kayak, or Trip Advisor. In this article, you'll learn what your guests want in a guarantee and why it is a necessary tactic in your marketing strategy. READ MORE

The hotel industry is moving from price transparency, where consumers had easy access to compare prices across the competitive set, to value transparency, where consumer-driven commentary on hotel experiences is widely available. Now that consumers have new information to use when making purchase decisions, revenue managers are struggling to figure out how the availability of user generated content (UGC) factors into decision making, and whether it changes consumer reaction to price. This article describes the results of research into the interaction of UGC and price, giving insight into how revenue managers should incorporate UGC into their pricing strategy. READ MORE

Renovation projects could actually turn out to be the litmus test to determine whether a business can re-invent itself. And reinvention is commonplace in these days of availability glut. The customer has an embarrassment of riches in terms of choices and that drives prices down. If you need to position yourself distinctly, a regularly upgraded product (asset lives are finite and need nurturing) is the least you can ensure. Remember the customer is king. And if the king decides that your product is tired, your survival is at stake. So, put that money back in your asset and win the king's preference. You can then laugh all the way to the bank. READ MORE

Workplaces are becoming increasingly more cosmopolitan with employees from diverse cultural and religious backgrounds. While this dynamic presents opportunities and benefits to many businesses - including those in the hospitality industry - it also presents challenges. Employers have important obligations under federal law not to discriminate against employees because of their religious beliefs and to make reasonable accommodation of the religious practices of their employees. Just what does this require of an employer and what are "religious practices" that trigger this obligation? This article will address these issues and provide tips for compliance. READ MORE

I've had a lot of memorable hotel experiences lately. Unfortunately, they were memorable for the wrong reason. Most people don't expect perfection. However, they do expect a quick resolution. Leaders need to have the skills to delicately handle guest problems and must train their people to provide high levels of service, especially when things go amiss. All you are to a departing guest is a memory. What type of memories are your staff creating for your guests? Here's what you can do to make sure your guests leave singing or tweeting your praises. READ MORE