Library Archives

 
Maggie Lang

COVID-19 has changed everything in the hospitality industry. But the pandemic has also opened the door for brands to reimagine operations and the ways with which we deliver service and experience. From cleanliness and putting health and safety first to creating community and improving service delivery, forward-thinking brands are leveraging digital technology to enhance guest experiences and build connection. READ MORE

Euan McGlashan

Now, more than ever, the hospitality industry will need to capture global travelers and rewards members not previously accessible via internal sales & marketing efforts. Owners are looking to international brands to help bring them back to life; especially in emerging markets where local brands and independents all fight for market share. Valor Hospitality Founder & CEO Euan McGlashan, shares lessons for companies entering the global space. READ MORE

Euan McGlashan

The reaction to the coronavirus pandemic has arguably been the most radical, vicious and unprecedented in history – we are currently in the worst economic slump since WWII. This is not just a financial crisis, it's a global crisis. Though it our industry has been forced to press pause, savvy hoteliers understand that how we react today will shape long-term guest loyalty, while creating unique opportunities for growth during a period of economic decline. Though we've never experienced anything like this, we must all stay positive. Now is the time to identify and resolve pain points to prevail, in wake of COVID-19. READ MORE

Rick Garlick

Now more than ever it is important that hotels look for ways to reduce friction in the hotel experience. In this article, Rick Garlick will examine the ways in which technology can help reduce friction in the hotel experience, leading to more enjoyable experiences for travelers. Such tactics that Rick suggests hotel brands adopt include one-click booking, smart luggage, and in-room technology. This article will also look at factors beyond technology that hotels have to weigh when it comes to reducing friction in the hotel experience, as interaction-less guest experiences, health and cleanliness practices, and guest communications. READ MORE

Larry Spelts

Team members who work the hardest and often are paid the least are our room attendants. While there are opportunities for them to supplement their incomes with tips, these industrious individuals more often than not leave rooms empty handed. Even though there's a well-accepted method of calculating tips for servers across the U.S., hotel guests are either unclear on what an appropriate tip for a room attendant should be or simply unaware that it's customary to tip room attendants. With that being said, should hoteliers educate their guests on proper tipping etiquette to increase the likelihood of guests tipping room attendants? READ MORE

Brenda Fields

Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky. This article will address what great customer service is from the guest perspective and the value of general managers setting the standards. READ MORE

Euan McGlashan

What do artificial intelligence and delicious craft beer have in common? On the surface, not much, but look a little deeper and you'll discover these are part of two trends that will impact hotels in 2020. Emerging technologies and food and beverage programs are transforming the guest experience, and hoteliers should take note. In the new year, we'll also see increased sustainability efforts (goodbye, plastic), more niche loyalty programs and brand-affiliated hotels, and properties catering to the bleisure traveler. This article covers five trends that will shape the hotel industry in 2020. READ MORE

Mark Ricketts

Select service hotels are one of today's most popular and successful hotel asset classes, attractive to investors, developers and property and asset managers, as well as guests. For more than a decade, they have accounted for more than 60 percent of planned builds in the hotel development pipeline. This strength is reflected in favorable construction windows, labor costs, flexibility in offerings of food and beverage services and other amenities, and gross operating profits. This article discusses factors for success in select service today and some of its development challenges and opportunities. READ MORE

Bill Caswell

Many hotel brands invested heavily in customer experience (CX) and loyalty programs without a cohesive business strategy. As a result, today they are having trouble measuring the return on their investments. Loyalty programs are hard to measure because they were expanded to include infrequent travelers, offering them perks earlier in the customer journey. Many hotels also plunged substantial dollars into CX without fully understanding their customers – or how to recoup their investments. As hotel brands plan for the future of their loyalty and CX programs, it is important to learn from past experiments. READ MORE

Ford Blakely

Mishaps are inevitable in the hospitality industry. But these mistakes don't have to be fatal. In fact, the strategies you put in place to respond to service missteps can become some of your strongest tools to win customers and drive revenue. However, recovery is impossible when you don't know where problems lie in the first place. Recent research shows that only 1-in-4 hotel guests say they'll report any issue that impacts their experience. This is worrisome news for hotel operators. But there are ways to overcome these blind spots and create service recovery strategies that boost your reputation and bottom line. READ MORE

Jennifer Corwin

As the battle between traditional hoteliers and alternative lodging providers heats up, the major players are experimenting with how to jump into each other's markets. It is a two-way street. Airnbnb is moving forward aggressively to fill traditional hotel rooms, while major hotel brands offer up luxury homes to capture a greater share of the travel wallet. In this article we explore how established and emerging brands stay true to the "experience promise" that remains critical to achieving customer satisfaction objectives and loyalty -- even as travel behaviors evolve. READ MORE

Bill Caswell

Across industries, loyalty programs are a virtual battlefield where the fight for customers is happening. From airlines to retail chains, credit cards and hotels, companies are competing aggressively for business by offering loyal customers better perks than rivals. The ascendance of loyalty programs represents a unique threat to independent hotels, however. The challenge is redemption. Large hotel chains allow travelers to earn and redeem points at thousands of properties globally. Big hotel brands don't hold all the cards, however. As independent hotels figure out loyalty programs, they are better positioned to implement them effectively and deliver world class service. READ MORE

Mark Allvey

Niquesa Travel is dedicated to providing clients with hyper-bespoke travel experiences, aimed less at where they want to go and more at how they want to feel while there. It believes that travel should be transformational, attending to each desire or need of guests. These intensely personal requirements demand an exemplary level of client care; gaining their confidence and intuiting their needs to curate the experience that they are seeking. Mark Allvey, Managing Director and Founder of Niquesa Travel, outlines its approach to guest service which goes above and beyond the expected from the outset. READ MORE

Keiko Sutton

The women of today have begun to shift public opinion on who is able to travel alone-studies have shown that accommodations booked by female lone travelers has increased by 45 percent in recent years. As women continue to venture out into the world for solo travel experiences, safety precautions remain a major concern. Throughout Japan, this issue has been remedied by women-centric travel and experiential accommodations. Taking women's comfort into consideration, sleep capsules are being utilized in hotels that exclusively serve women or offer the option of gender specific floors, offering women necessary privacy and safety in their own spaces. READ MORE

Steve Cohen

Artificial intelligence will never replace the warmth and welcome of personal interaction; however, in the hospitality industry, it can be an effective tool to enhance the guest experience. AI can help smooth out touchpoints and anticipate guests' needs. While the guest is at the center of any hotel or resort experience, AI can also benefit brands with back-of-house efficiencies like improving supply chain, staffing, scheduling and more. Used correctly, AI has the potential to vastly improve the hotel guest experience. It is a tool that can make hospitality brands more profitable, but only as a complement to the human touch. READ MORE

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Coming up in November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.