Library Archives

 
John Tess

Sage Hospitality, founded in 1984, is one of the more innovative hospitality companies when it comes to the historic boutique hotel market. Though Sage also does ground-up new construction, the historic properties that have been developed by the company are iconic. Examples include the Blackstone Hotel, situated overlooking Grant Park in Chicago and host to American presidents and gangsters alike, and Crawford Hotel at Union Station in Denver, which lights up downtown with its neon "Union Station – Travel by Train" sign, among others. Read on...

Phil Hugh

At Red Roof, change and profitable growth are imbedded in the company's DNA. It is a brand committed to listening to consumers, and using the information they share to adapt and change. Travelers know they can rely on Red Roof for a consistent experience, no matter where they travel. Their relationships with franchisees are stronger than ever – because they are all aligned on the one goal… being, "All In"; being the best at what they do together. Phil Hugh, Chief Development Officer of Red Roof Hotels provides an insight of the culture behind building strong franchise relationships and how it has led to a happy and satisfied system of franchisees. Read on...

Priyanko Guchait, PhD

Error recovery performance is defined as the extent to which employees believe they are capable and willing to handle, manage, and resolve mistakes or failures effectively after they have occurred. Investigating how employees manage errors is critical since effective recovery performance can have influence on important outcomes including customer satisfaction, attitudes of employees and coworkers, and effectiveness of teams, departments, and the overall firm. An instrument is provided to measure error recovery performance of employees. Finally, suggestions are provided to managers to improve the recovery capabilities of hospitality employees. Read on...

John Mavros

Currently, thirty-three states and the District of Columbia have passed laws legalizing marijuana in some form. Many other states are projected to follow suit. Under federal law, however, marijuana remains illegal as a Schedule I drug pursuant to the Controlled Substances Act. The ever-changing landscape on legalized marijuana makes it difficult for hotel employers to comply with both state and federal law and caused many to question whether their policies and practices should be revised. This article discusses the potential pros and cons of including marijuana in a zero tolerance alcohol and drug policy. Read on...

Felicia Hyde

From travelers to renters, modern consumers are in search of accommodation that provides the convenience, connection and customization of a "live-work-play" environment. Research shows that this lifestyle and desire for an all-inclusive experience is longer a trend but an expectation. While shaking up many industries, this concept is already transforming multifamily communities nationwide and developers are responding with designs infused with mixed-use design strategies, elements and spaces. The result: innovative and flexible designs that not only attract and boost consumers' experience but deliver optimal return on investment for multifamily owners and hoteliers alike. Read on...

Lindsay Ayers

Last year alone, many well-known hospitality companies across the country paid multi-millions as a result of wrongful termination claims filed against them. Why is this? How can hotels and restaurants in the hospitality field ensure they are following recent and ever-changing laws and educating management and subordinate employees on the hotel's policies that comply with these laws? This article shares tips to help guide hotels in taking the proper steps before terminating an employee. Read on...

Dana Kravetz

Along with real property, equipment, furniture, fixtures and inventory is an oftentimes overlooked asset class: your hotel's intellectual property. No less valuable than these more tangible assets, your IP-brand name, proprietary systems, trade dress and unique designs, to name a few-has untold economic value that serves as a safeguard against infringement, increases the worth of your business, and can be exploited if and when you seek to sell, in whole or in part. But this is only true if your IP portfolio is properly protected by way of trademarks, copyrights and patents, depending, of course, on the particularities and nature of the IP in question. Intrigued? Read on. Read on...

Lawrence Adams

Millennials, categorized as those people born between 1981 and 1996, have been described as possessing a whole range of shared characteristics and behaviors. In this article we will look at how this generation is impacting the hospitality industry and how hotel design is evolving to attract this rapidly growing traveling customer segment. Hotel companies, developers, owners and operators are developing new brands and reimagining existing brands to cater to this explosive new market. To attract this expanding customer base, new hotels need to address Millennials' preferences for personalization, social media, cultural context, wellness, cutting-edge technology and communal public spaces. Read on...

Lisa Ross

Video is an effective tool to enhance the power of social media marketing. Effective marketers use video as a tool to make meaningful emotional connections with target audiences and have measurable impacts on business success. Hotel marketers must experiment with video and stay abreast of how the channels connect with current guests and prospective travelers. Whether captured by a traveler or produced by the brand, the best-performing videos reel viewers in with a mix of compelling storytelling, relatable moments and emotional triggers that inspire action, from social sharing to buying. In this article, we lay out six tips hotel marketers should consider when creating video content. Read on...

Mostafa Sayyadi

This article is set in place to inspire hotel executives to create fundamental changes to meet and exceed the challenges of not only today but also what we see as an onset of new technological advances in the future. Hotel executives are perplexed by the amount, both depth and breadth, of models and applications. A new model that can easily be applied that takes into consideration some of the major tasks that hotel managers must consider is needed. This article is about getting the information needed to be successful in the right hands of these managers worldwide. Read on...

Katharine Le Quesne

As we look forward to the next decade, I've been picking up the phone (I know, very retro) and meeting face to face (… yes, really) with some of the professionals who, like me, have forged a career against the backdrop of an asset heavy industry dominated by suits and on the back foot when it comes to innovation. This is the beginning of a series of interviews, paraphrasing proper conversations with people I respect. The "plat du jour" this week is role models, mentors and sponsors with an inevitable garnish of technology, product trends and climate change. Read on...

Mark Heymann

The hospitality industry is grappling with challenges that shouldn't come as a surprise to anyone: A labor shortage, demanding customers and profit pressure. At the center of these issues, managers who oversee the complexities of hotel staffing must decide how to schedule employees based on the daily needs of the business and complying with rules and regulations that impact their decisions on a daily basis. For this reason, managers need a support system designed to ensure compliance and full utilization of their labor resource. This byline will examine how technology is the solution for an optimized workforce. Read on...

Stuart Butler

There's a dirty secret in our industry that no one is talking about (at least not publicly). There are attribution thieves within our midst, and they're taking too much credit for your bookings. While I don't think that (in most cases) this is a nefarious plot, it is still causing dollars to be invested in the wrong initiatives due to the proliferation of misinformation and the use of flawed attribution models. In this article, we take a look at ways that hotel marketers can fight back by being armed with knowledge, a willingness to break out our critical-thinking hats, and calculators. Read on...

Rick Garlick

Brand extensions have always been a common part of corporate growth strategies, but have more recently expanded into the hospitality business. From retail and entertainment brands like Restoration Hardware, Taco Bell and Disney, companies from all industries are now looking into brand extensions. This article examines the implications for hospitality brand extensions, provides examples os successful integrations, explains how hotel brands can expand into the retail space, and examines the questions they need to address before doing so. Following these tips will help brands avoid being the next Blockbuster and will ensure longevity in the space. Read on...

Paul van Meerendonk

Revenue management plays a vital role in the modern hotel technology stack, and demonstrating ROI in a hotel's revenue technology investment goes deeper than year-over-year RevPAR uplift. The additional revenue from the proper implementation of revenue technologies and strategies directly impacts a hotel's bottom line, making it a valuable tool for optimizing the net value of a property. Forecasted earnings and asset sales proceeds are critical factors in applying revenue science to hotel real estate assessment. It's only a matter of time before the majority of the industry catches up to what leading hotel owners and asset managers have already realized: a smart investment into revenue strategy and technology is the key to driving greater property profitability and value. Read on...

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Coming up in March 2020...

Human Resources: Confronting a Labor Shortage

With the unemployment rate at its lowest level in decades (3.7%), what has always been a perennial problem for human resource professionals - labor shortage - is now reaching acute levels of concern. It is getting harder to find and recruit qualified applicants. Even finding candidates with the skills to succeed in entry-level positions has become an issue. In addition, employee turnover rates remain extremely high in the hotel industry. As a result of these problems, hotel HR managers are having to rethink their recruitment strategies in order to hire the right talent for the right job. First, hotels have been forced to raise their wages and offer other appealing perks, as a way to attract qualified candidates. Secondly, HR managers are reassessing their interviewing techniques, focusing less on the answers they receive to questions and more on observable behavior. Part of this process includes role-playing during the interview, so that the recruiter can gauge how a candidate works through specific problems and interacts with other team members. Additionally, some HR managers are also creating internal talent pools as a way to address labor shortages. Instead of utilizing department resources to find new hires with specific skills for needed positions, hotels are cultivating talent pools internally and preparing their employees to assume leadership roles whenever the time comes. They are also placing greater emphasis on a company culture that is more performance-based, as a way to curb employee turnover, increase employee satisfaction, and assure higher levels of customer service. Finally, recognizing the importance of employee retention as a way to lessen the impact of a tight labor market, some HR managers are instituting generous reward programs in order to retain their top performers. The March Hotel Business Review will explore what some HR professionals are doing to address these and other issues in their departments.