Save Money, Save Service: Working Smart in Economic Hard Times
By Marjorie Silverman Honorary President, UICH, Les Clefs d'Or | August 09, 2010
In The New York Times (October 7, 2008) Joe Sharkey, wrote in an article entitled "Travel Industry Shaken by Economic Downturn":
"Cancellations of existing reservations are running about 50 percent above normal at full-service hotels," said Bjorn Hanson, an associate professor at the Tisch Center for Hospitality, Tourism and Sports Management at New York University.
"Third-quarter profit fell 28 percent at Marriott International, which is considered an industry bellwether because of its big global presence and its wide range of hotel brands, from midlevel lodgings like Courtyard by Marriott to five-star luxury hotels like Ritz-Carlton."
Eric Fox solemnly observes in his article "Luxury Hotels See Massive RevPAR Declines" INVESTOPEDIA, (November 18, 2008): "InterContinental Hotels which owns the InterContinental, Crowne Plaza and Holiday Inn brands reported pronounced deterioration in business in October. Revenue per available room (RevPAR) in the U.S. fell 5.7% and was down 4.5% globally in October".
Inevitably this signals across the board cutbacks for the hotel sector of the travel industry. If the layoffs are draconian, the guest is all too aware of lapses in service: long waits at the front desk, phones jangling incessantly, tired staff with long faces, under-trained substitutes trying desperately to step up. All of us in the industry have experienced this spirit-crushing scenario.
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