Library Archives

 
Herve Tardy

In the quest to put the customer first, many hotel chains are reevaluating their approach to IT. The advancement of cloud services, Internet of Things (IoT) technology and enhanced mobile connectivity has created new possibilities to improve the guest experience. However, capitalizing on these capabilities means moving away from traditional, centralized IT and implementing a hybrid IT system. Migration brings its own set of challenges when it comes to network and power management. In this article, global power management company Eaton addresses these challenges and shares strategies to help companies improve critical data protection as they shift toward decentralized IT. Read on...

Shahin Sharifi

This research examines consumer reactions to types of consumer reviews and finds that when a satisfaction guarantee is not provided, the most favorable evaluations belong to positive reviews, followed by mixed reviews, and then negative reviews. With a satisfaction guarantee, consumers react the most favorably to mixed reviews and have similar evaluations of positive and negative reviews. Furthermore, this research concludes that uncertainty intolerance (i.e., the need for cognitive closure) enhances the evaluations of positive and negative reviews but lowers the evaluations of mixed reviews. Nonetheless, with a satisfaction guarantee, consumers' uncertainty intolerance enhances also the evaluations of mixed reviews. Read on...

Rocco Bova

Reputation used to be word of mouth, recommendations and built over years of hard work and professional behavior. Today, thanks (or not) to social media, reputation can be built in very short time (see ''influencers'') and destroyed as quickly. Needless to say that your online behavior is as important as your public one. Ensure you follow these basic rules to not fall in the sea of sameness. I am not an expert, and neither I want to be, but I want to share what helped me become a trusted and respected hotelier. Read on...

Gino Engels

The best business decisions are often derived from Big Data. With revenue management so heavily influenced by dynamic changes in data, this is more true of the hotel industry than most. Just consider the variables: seasonality, local events and conferences, room types, amenities, variations of packages (such as breakfast included)... the rate permutations across hotels in a given market can easily run into the millions. So how do revenue managers adapt to this firehouse of data? It's about having the most relevant dataset. With that in mind, Gino Engels discusses the good, better, and best tactics for leveraging data effectively. Read on...

Melissa Maher

Hotels are not only looking for industry partners that provide them access to a diverse breadth of travelers, but also for tools and technologies that will help them optimize their revenue and overall business. Business needs constantly evolve at the pace of the consumer today, and by better leveraging technology partner tools, they can drive insights and efficiencies that will not only grow their business, but can maximize occupancy and ADR, and even improve guest relations. This byline will explore how technology partners, like Expedia Group, are powering the travel industry and mobilizing technical expertise to offer data-driven and tested technology solutions. Read on...

Andrew Dyer

As more travelers continue to seek more authentic experiences and one-of-a-kind moments when traveling, hotels have the increasing challenge of standing out in a crowded market. This is even more true for the business traveler, who has high expectations. As a hotelier, it's important for you to understand what drives travelers to select your property to ensure you're your maximizing your occupancy and revenue. Furthermore, as the global business travel industry continues to grow year over year, hotels should consider re-thinking their strategy to tap into this lucrative market. By understanding business travelers' search and booking preferences, hotels can successfully drive more bookings from business travelers and differentiate themselves from competitors in a crowded space. Read on...

Simon Hudson

As the ski season comes to an end, my article looks at the unique challenges of running a hotel in the mountains, and at the winter-specific services provided at ski resort hotels - from the humble Lake Louise Inn in Banff National Park with its affordable family units, packed pizza restaurant, and popular pub nights for ski workers, to the spectacular Waldorf Astoria Park City, the only Waldorf on snow, that gives guests access to high-end, brand new ski and snowboard equipment, and use of its own dedicated Frostwood Gondola a few steps away from the hotel entrance. Read on...

Mia A. Mackman

This article highlights Spa and Wellness program innovation and investment risks. While wellness and spa are commanding high-level investments across the hospitality and travel sector, knowing how to measure risk versus reward during conceptual development and assembling sound operational framework, can mitigate challenges and safeguard imperative returns on investment. This article also addresses management, leadership and employee turnover challenges that can often disrupt profitability and downgrade quality, consistency and program performance. Read on...

Hillary Bressler

Statistics are one of the most valuable tools at a hotel marketer's disposal. This article gives you quick key takeaways for some of the most important changes to the hospitality industry. Eye opening stats from business travel growing more than 6% to 81% of travel shoppers cart abandonment. Changing your marketing strategies quickly based on current stats keeps you ahead of your competition in this rapidly changing landscape. Move more money towards mobile or change the way you communicate to adapt to messenger app users. In this article you will find 11 key strategies that can be implemented. Read on...

James Downey

Do you know at what point your hotel is neither making money nor losing it? Do you know what fixed and variable costs are in relation to total sales, room revenue, restaurant seats sold, rooms sold and occupancy? If you answered no to any of these questions, you need to understand how break-even analysis can aid in determining your hotel's short and long-term financial profitability. . This article will provide a definition of fixed and variable costs so as to aid in the calculation of a hotel's break-even point. Read on...

Bonnie Knutson

Sense of Place has become one of marketing's more recent hot buzzwords. It's been used to promote everything from a national park to a housing development. And, yes, it is also used to promote hotel bookings. The truth, however, is that we can't really define the phrase so we don't really know how to leverage it effectively. Trying to define it is akin to what Supreme Court Justice Potter Stewart said in his 1964 test for obscenity, “I shall not today attempt further to define [it]…and perhaps I could never succeed in intelligibly doing so, but I know it when I see it…” In this article, you'll read about the three keys to making sure your hotel has a sense of place, not placeness. Read on...

Mia A. Mackman

The magnitude of wellness and mindfulness has ushered in new perceptions of performance and program authenticity. While the nature of the hospitality industry is to serve, care, and exceed guest expectations; there can be considerable breaks in delivery, legitimacy and company culture, making it a challenge to quantify value and maintain significance and consistency. This article examines the central mainstays of delivering wellness with a mission and purpose that effectively ties to company cornerstones, employee ethos and crafts genuine, wellness-focused guest experiences. This article also looks at internal value propositions that add meaningful engagement, and enhance employee investment in stride with operating and fiscal performance through integrally focused wellness models. Read on...

Leora Halpern Lanz

Have we become immune to the terrorism around us? Travel. It is a privilege for all of us. Some may say it is a right for all of us as human beings. Travel is the way to connect and learn from each other -- the manner to promote tolerance and understanding. The activity from which we all grow and evolve as citizens of the world. And yet, the last 16 years of world terror have shaped and quite literally directed how many of us travel. Read on...

Michael Barbera

Virality is a social media marketer's dream. Achieving virality is a feat that few could claim. It is statistically more likely to be admitted to an Ivy League university, to win the lottery or to be struck by lightning than to go viral. In the business of business, which is revenue generation, engagement is a means to an end, and that end is increasing profit. The idea is that the more engagement you get, the more likely it is that people will know and trust your brand, and hopefully purchase a product or service at your business. Social media marketers continuously attempt to develop content that contains all of the essential attributes of historically viral posts. However, changing the default could increase the chances of virality and increase organic reach: set the honeypot. Read on...

Leora Halpern Lanz

Internships, work experiences, field experiences...the semantics may vary, but the gist is the same, and their importance is only increasing in today's undergraduate experience. Students, schools, and industry professionals are recognizing the significance of internships for developing a resume, an experienced, well-rounded candidate, and a student that has made connections in the industry prior to graduation. Read on...

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Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.