Rachel Moniz

In response to COVID-19, HEI Hotels & Resorts has implemented new standard operating procedures and hygienic practices at HEI's portfolio of more than 80 independent and branded hotels. In this article, Rachel Monez, Executive Vice President of Operations, talks about the changes implemented at various HEI hotel properties, giving readers an insight into what to expect as the 'new norm'. The article will provide tips about what hotels can do to adjust their cleaning protocols and educate employees to rise to the challenges presented in the new COVID-19 environment. READ MORE

Laurence Bernstein

Hospitality may well be the industry most impacted by the Covid-19 pandemic. But it is also possibly the industry that has done the most to mitigate the effects and been the most innovative in developing programs and protocols to serve the needs of their customer, retain whatever revenue is possible and keep everybody safe while doing it. As an industry, we can all feel proud of how our colleagues have responded. But, it's not clear that in their haste to introduce mitigating programs, hotels thought through what will happen when this thing is over. READ MORE

Mark Heymann

Mark Heymann – an industry expert with over 40 years of experience in hospitality and restaurants, sheds light on the importance of labor management optimization amid the COVID-19 recovery period. The entire labor management process has changed, and hotels will need to develop an enhanced focus on internal staffing variables in order to recover. Guest expectations will drastically change so hotels will have to evolve in order to exceed these new expectations. In this piece, Mark details the various ways hotels should look to adjust their approach which includes fostering an engaged staff, balancing flexible scheduling, shifting to task-oriented labor and more. READ MORE

Tom Bergerson

The hospitality industry exists to serve the intrinsic human desire to gather, celebrate and rejuvenate. This fact has driven hotel architects for the past several decades to place continual emphasis on the design and creation of evocative communal spaces. Today, the hospitality industry finds itself faced with an enormous challenge: in the wake of COVID-19, people no longer feel safe in public areas. Tom Bergerson, Principal at architectural services firm AO, offers solutions and insights on how the industry can continue to provide comfort, convenience, and social interaction while providing guests with a sense of safety and well-being. READ MORE

Library Archives

 
Mostafa Sayyadi

Hotel executives understand how knowledge management as facilitating organizational processes and activities enhances corporate learning to organize existing information. I stress that knowledge management is a strategic resource for corporate learning. Many hotels still implement corporate learning development projects without sufficient consideration of their knowledge management infrastructures. Hotel executives can see that cultivating corporate learning requires developing knowledge management infrastructures within hotels---not only at the higher echelons of the hotel but at every level. They can manage knowledge to expand the growth opportunities available to hotels that may be challenging but important to close the gap between success and failure. READ MORE

Steven Ferry

PART III. In the last two weeks, we compared the demands made by governments (to protect us from a vicious and omnipresent viral scourge) to the harmful results (economic, health, individual freedoms) brought about by acquiescing to those demands while no pandemic materialized. We examined the censorship of all information departing from the official narrative and the harmful nature of the enforced vaccinations that lack efficacy and consistently demonstrate harm. This week, we examine who has been pushing this travesty and offer solutions to help put an end to the monkey business so the hospitality industry, and society in general, can regain diversity and its former joie de vivre. READ MORE

Justin Taillon

Futurology can be understood as the scientific study of the future. This is a particularly important paradigm to view a post-COVID-19 environment for the lodging industry. The changes this industry will experience in the coming years due to the global pandemic are as of yet unknown, but through effective modeling and open discussions with industry leaders there is a chance to identify emerging best practices and be forward-thinking and proactive in approaches to working within a new reality for the hospitality industry. This article identifies emerging trends due to COVID-19 as well as speaks to opportunities for returning to profitability in a new normal. READ MORE

George Aquino

AHC Hospitality's vice president and managing director George Aquino's thoughtful and realistic COVID-19 reflection explores the state of the travel industry and how hotels can reopen safely through permanent changes to protect guests and employees. Mr. Aquino touches on sanitation practices, new design for amenities, meeting spaces and hotel restaurants, the importance of social media, as well as evolving traveler preferences. He proposes new protocols such as regular temperature checks for employees, increased hand sanitation stations on-property and more remote meetings for hotel teams. READ MORE

Renato Fantoni

Coronavirus has cast many dark shadows across the world of hospitality. It has highlighted certain disagreements between hotels and their guests when it comes to payments, in particular whether money should be refunded or put towards future bookings. To progress beyond the global crisis, a new form of mutual respect between all parties is required. One way of achieving this is for everybody to agree that people are an important part of the ecology of the planet and that by creating a Travel Emotional Intelligence a long overdue appreciation of each others' needs can be attained. READ MORE

Steven Ferry

PART II. Last week, we looked at how the official response to the pandemic morphed from great concern about the danger; to numbness at the economic devastation (the UN World Tourism Organization estimated earnings down 80% on 2019 and the loss of 120 million jobs); to increasing rejection of the absurd. This week in Part 2 we review how a draconian censorship of the medical community is being enforced not just in China, as one might expect, but also in the Western world; we examine the information that has been hidden so enthusiastically from you, and finally explain why almost every action taken by authorities has been at variance with impartial science and common sense. READ MORE

Mandeep S. Lamba, MRICS

While the extent of global financial distress is still uncertain on account of its enormity and the virus being nowhere near control, what is certain is that the world will soon be grappling with several changes of a permanent nature that will become the "new normal." These will be in the form of products, services, and the several life choices we make in our everyday life as we gradually, over time, put the memory of this pandemic behind us and move on. Here are some trends and changes that will likely be seen in hotels across the world. READ MORE

David Ashen

Creating a hotel brand that resonates means far more than designing an eye-catching logo and putting together a style guide. A brand should evoke a feeling, according to David Ashen, president & CEO of interior design and brand consulting firm dash design. In this article, he explores how hotels can imagine a dynamic environment and a service culture that, alongside sharp design, creates magic that few brands have yet to fully tap. Most of all, Ashen implores hoteliers to define if they are a head, heart or gut brand and to bravely lead from that revelation. READ MORE

Lucheng Wang

As the exponential growth of the Covid-19 pandemic has wreaked worldwide havoc and forever altered life as we know it, the food and beverage industry has nearly been decimated over the past three months. Ongoing efforts by the entire food and beverage industry, as well as local, state, and national governmental agencies have been successful at mitigating the devastating effects of this virus. While the overall impact has still yet to be determined, it is abundantly clear that we all have a role in defeating this common enemy and that valid and reliable data needs to be made available for future research and analysis. READ MORE

Steven Ferry

PART I. Do you personally accept the "New Normal" for the hospitality industry and society as a whole - which is based on the premise that Covid-19 is a singularly dangerous threat that requires a complete change in our lives, when (as it turns out) it is actually on a par with the common flu and (as it turns out) every other incorrectly declared pandemic? Or do you want to understand what has happened and do whatever is in your power, big or small, to return to the old, fun and life-filled normal that has been snatched from us? READ MORE

James Downey

The hotel industry was hit hard by the COVID virus earlier on in 2020 and may be the last to completely recover. Cancellations have outpaced bookings by a 3 to 1 margin at third-party reservation websites and recovering lost revenue will be a serious hardship hotel companies may not be able to withstand. In the face of this monumental and unprecedented medical malaise, only those lodging companies that can adapt and adopt to providing guest-conscious safety and prevention measures will be the ones to see a light at the end of the tunnel so as to stave off catastrophic losses and/or bankruptcy. READ MORE

Jared Meyers

COVID-19 has truly exposed weaknesses in the foundation upon which our social and economic systems depend. The American Hotel and Lodging Association (AHLA) recently reported that since the US public health issue began escalating in mid-February, hotels have already lost more than $21 billion in room revenue. As a purpose-driven hospitality company, Legacy Vacation Resorts knew they had to navigate the crisis with the utmost care for people and the planet while maintaining a values-aligned approach to business. Their commitment to employees, customers, the environment and local communities guided each decision made as well as the development of new programs to best benefit all those impacted. 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

Philia Tounta

A tourism crisis occurs when circumstances in a destination pose a change which is potentially destructive to the destination and to its tourism industry. Destinations can exploit the window of opportunities linking destination branding to their crisis management strategies. Branding is an essential tool for positioning the destination, and in order to be effective, a need to re-study the destination marketing strategy is crucial. For the firm execution of place branding is essential to examine and map culture, customs, characteristics and every feature required that can benefit place image. Preferably, a place branding project intends to build an overall perceived image, apart from priorities in mission when it comes to targeting tourism, investments, etc. READ MORE

Travis Crabtree

At the beginning of 2020, the accommodations industry had been experiencing steady growth for a couple of years. However, with the introduction of COVID-19 there has been a very clear slowdown. Some hotels have been forced to cease operation while others have cut down significantly on staff. Whatever the case may be, there are still a few things those in the industry can be doing. Hotels can take cues from those who survived the 2008 recession, take time to create a response plan in the event this happens in the future and plenty more. This article will provide tips about what you can be doing now in the face of COVID-19. READ MORE

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Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.