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Margaret Rogers

Ever since the statistic from reputation management company Podium that customers would pay more for a better experience was revealed, leaders have been scrambling for ways to improve their customer experience across industries, hospitality included. To compete with Airbnb and increase customer retention, some hotels have even created robotic bellhops or allowed guests to stay in their rooms by the minute. But going deeper than the tactics themselves, there's one underlying factor that makes these strategies effective and empowers a hotel to truly appeal to customers: the ability to be agile. Read on...

Brett Tabano

Native advertising is not a fresh idea in the marketing space today. Native search however, may be. Native search is the search functionality inside different platforms or websites. It is used for top-of-the-funnel initiatives, often with the goal of increasing brand awareness. In this piece, I will explore what native advertising and native search is, as well as why every hotel brand should invest in it today. From enhancing the user experience, to generating a new revenue stream, to bidding on other hotel brand’s sites as a new traffic source, brands that invest in native search will see unparalleled results. Read on...

Trish Donnally

The hospitality industry is experiencing a sea change, thanks to several brand disruptors at work. Think about the sharing economy, leading fashion designers entering the hospitality arena to extend their brands, including Karl Lagerfeld, the emergence of "boutique hostels," Airbnb and its upstart emulators, mega mergers, and the rise of hyper-local, micro-boutique hotels. And that's not all. Communal ironing rooms, triple-tall bunk rooms and 24-hour text service to stay in touch with the reception staff in place of a phone in the room, are among the features stirring the pot in the hospitality world as well. Read more... Read on...

Felicia Hyde

Consumer expectations for accommodation are rising and new trends are surfacing to drive hoteliers to adjust their design strategies to attract more travelers. Specifically, millennials are traveling more than any other generation and have a strong desire for memorable experiences through unique design elements and customized, adaptable community spaces that elicit a positive and dramatic first impression. These concepts are already transforming multifamily and residential communities nationwide, and as the hospitality industry continues to experience rapid growth, similar strategies must be applied to stand apart from the competition. Read on...

Mark Williamson

Recent independent research revealed that 59 percent of Americans will never buy from a company again if their first call isn’t handled to expectations. The telephone is often your company’s first interaction with potential customers and should be treated as instrumental in converting leads into sales and forging a positive brand image. Unfortunately, hoteliers can’t always answer the phone, first time every time. On-hold marketing represents a unique opportunity to provide an entertaining and informative experience that keeps callers engaged until they speak to a member of staff. Find out why audio branding should be integral to your hotel’s marketing strategy. Read on...

Andrew Dyer

There’s no question that shared lodging has turned the leisure travel industry upside down. But will it be a gamechanger in corporate travel? With alternative lodging players now advertising more business-friendly bookings, and TMCs making them available on their platforms, it’s clear this option appeals to a number of business travelers. In today’s competitive marketplace, it’s important for hotels to understand where alternative accommodations stand in the business travel space and the potential for both lodging types to continue to grow and find success in capturing business travelers. Read on...

Tema Frank

Your guests have gone mobile; now you need to serve them in their mobile world if you want to be part of their life. Hotels have been much slower than others in the hospitality sector to leverage the capabilities of mobile, but at a time when mobile phones are becoming a standard it is foolish to ignore mobile’s potential to help your hotel. In fact, 40% of hotel guests already have a hotel mobile app, and another 30% are interested in having such apps. Read on to find out about the best ways to use mobile and messaging apps to improve guest satisfaction and hotel profitability. Read on...

Mia A. Mackman

How do hotels and resorts maintain a competitive edge in the increasingly competitive Airbnb landscape? This article reviews some of the important and challenging operational and programming circumstances effecting hotels and resorts as they compete for the global tourism spend. Many times, this is like comparing apples to oranges. However, as Airbnb continues to expand their offerings, it is becoming essential for hotels to understand their own performance and comparative conditions. This article also reviews ways hotels can add value and differentiate themselves to boost capture by leveraging their principal and unique selling points. Read on...

Miranda Kitterlin, Ph.D.

Generational differences have always caused frustrations, in society as well as the workplace. The response to the millennial generation by many older industry professionals was originally to try to bend them to our own views and values: tell them the requirements of the job, enforce performance standards and disciplinary actions, tell them they are not special, and fire them if they can’t get on board. What is interesting about this approach is the idea that we could completely change an entire workforce of over 80 million laborers. A series of discussions with numerous millennial workers offered insight on more positive and productive strategies. Read on...

Simon Hudson

Every year, some of the world’s brightest minds and most iconic celebrities assemble in Salt Lake City, Utah, to impart their knowledge, network on the surrounding ski slopes, and dance the night away at a private concert. The annual summit, put on by Qualtrics - one of the fastest-growing technology companies in the world - achieved record highs in attendance in 2018 with 7,000 delegates, perpetuating the company’s mandate to improve the quality of the conference content and the overall experience. How has this annual conference grown so quickly? It is all about the hospitality and a real focus on the guest experience, and this article will take a closer look at why the Qualtrics conference is so different from other business events. Read on...

Brett Tabano

Today, millennials are on the verge of becoming the largest living adult generation in the United States, making them the ideal target for hotel brands and their marketing campaigns. But, in order for marketers to generate the greatest number of sales this year, they must develop and execute a comprehensive strategy designed specifically to reach and engage millennial customers at multiple touchpoints. It won’t be a “one and done” campaign, but the below piece will explore three different ways hotel brands can test the waters with this audience and eventually craft the perfect brand image that aligns with this generation. Read on...

Simon Hudson

Golf communities may not be news right now, but one enterprising company is breathing new life into the concept. As well as selling a variety of home lots and providing a club house, restaurant, pools and activities, Clear Creek Tahoe in Nevada is adding five-star hospitality, a hotel attitude to facilities and service, and the added wow factor of providing a boating and ski lodge at Lake Tahoe, half an hour away. Read on...

Bonnie Knutson

So do you follow Yogi Bear or Yogi Berra? More than a century ago the French philosopher, Paul Valery, said that "The trouble with our times is that the future is not what it used to be." His prophecy is truer today than it was then. Spurred on by globalism and technology, we live in a world that is more interconnected and interdependent that ever before. Communities and countries are increasingly dependent on one another and technology allows information to spread throughout the world as fast as fingers can send a text or a tweet. Given this scenario, then, this article will show you which Yogi should be the business Sage for your hotel. Read on...

Simon Hudson

Skiers visiting Jackson Hole have two options when they are considering where to stay; Teton Village at the foot of the mountains, or the historic Town of Jackson which is 12 miles away. Teton Village offers accommodations for every lifestyle and budget and is a good choice for travelers who plan to spend a lot of time on the hill and make the most of the lively après ski. Downtown Jackson on the other hand is western-themed, with lots of old Victorian buildings, hotels, pubs and restaurants. This article will take a closer look at these two options skiers have for accommodation, and see how the two locations compete with each other (or work together) to attract skiers. Read on...

Sherry Heyl

There are many advantages to not only hiring freelancers but to develop long-term relationships with a team of freelancers. Many people have made freelancing a career choice and therefore have committed to ongoing training and developing their expertise in a specific niche. By working with freelancers, you're not only able to augment your staff but you will benefit from specialize knowledge and the diverse experience of the freelancer. Also, having a relationship with a team of freelancers enables your team to deliver projects on time, save money, and not over burden existing team members. Today, not only are freelancers benefiting from the freedom and flexibility that their choices offer, but so are the hotels they work with. Read on...

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Coming up in October 2018...

Revenue Management: Getting it Right

Revenue Management has evolved into an indispensable area of hotel operations, chiefly responsible for setting forecasting and pricing strategies. Because the profession is relatively new to the hotel and hospitality industries, a clear-cut definition of what exactly Hotel Revenue Management is has only recently emerged - Selling the Right Room to the Right Client at the Right Moment at the Right Price on the Right Distribution Channel with the best commission efficiency. Though the profession can be summed up in a single sentence, that doesn't mean it's easy. In fact, it's an incredibly complicated and complex endeavor, relying on mountains of data from a wide range of sources that must be analyzed and interpreted in order to formulate concrete pricing strategies. To accomplish this, Revenue Managers rely on an array of sophisticated technology systems and software tools that generate a multitude of reports that are central to effective decision-making. As valuable as these current technology systems are, much of the information that's collected is based on past historical trends and performance. What's new is the coming of big, data-driven, predictive software and analytics, which is likely to be a game-changer for Revenue Managers. The software has the capacity to analyze all the relevant data and predict occupancy levels and room rates, maximizing hotel profitability in the process. Another new trend that some larger hotel chains are embracing is an emphasis on Booking Direct. For Revenue Managers, this is another new channel with its own sales and costs that have to be figured into the mix. The October issue of the Hotel Business Review will address these developments and document how some leading hotels are executing their revenue management strategies.