Library Archives

 
Johnna Freud

It used to be that when a person decided he was going to need hotel accommodations, he called either a hotel directly or a travel agent for reservations. Fast forward to today, and with the impact of the Internet, the options for reserving a room -- whether in a chain, boutique or independent hotel, bed and breakfast, inn, all-inclusive club, or timeshare -- are extensive. Of course, a person can still call a hotel or a travel agent, but now he can also conduct research and make reservations via the Internet. Here is where the choices become whelming. So, when do consumers make reservations online? When do they call a travel agent? When do they call you or central reservation numbers or properties directly? And, when they consult the Internet, are they reserving directly through the hotel chains' or properties' websites or are they surfing the Web for third-party sites, many of whom provide reduced rate accommodations? What factors impact this decision-making process? Read on...

Mike Paton

With so much business being conducted "online" today, you may be tempted to let technology do all the heavy lifting for your hotel. After all, you probably get plenty of transient reservations via brand websites or TPAs, and perhaps your sales staff can barely keep up with all of the electronic RFPs you receive. Certainly, you and your sales team have had to change the way you work to accommodate the increased role technology plays in business today. But, like champion athletes, you must make sure not to rely too heavily on automation and just "go through the motions." And you shouldn't drastically change the way you work just because you're more frequently connecting with people online. Technology just creates additional ways to link buyers and sellers -- it's not meant to replace basic sales skills and old-fashioned hard work. Read on...

Naseem Javed

We are being forced to re-design to a new level of "micro-nization" of business units, a "wireless-izing" of mass communication and a "voip-izing" of populace conversations in marketplaces, under a massive globalization with highly localized customization to fit the demands of consumers. This subject is very hot and research on these issues is still being drafted. Read on...

Debbie Bermont

The new year has begun and now is the time every business is setting their 12 month sales goals. Here are two words which could easily give you a significant boost in your sales this year - follow up. Two simple words that are rarely followed in a timely fashion and in some cases ignored completely. We are in the age of instant information. Because of technology we now have the opportunity to connect 24/7 with anyone around the world. People carry their cell phones with them to the grocery store, the restaurant, the bank and the movie theatre. From your phone you can send e-mails, documents, text messages and receive pictures across the globe. Read on...

Show Per Page
Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.