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Jenny Lucas

Jenny Lucas, Senior Vice President of Operations with Loews Hotels & Co – New York City based Hospitality Company, rooted in deep heritage and excellence in service – shares how Loews Hotels stayed true to their brand DNA and embraced the constant change, while still delivering exceptional experiences for both guests and team members alike. READ MORE

Nathan Goff

Positive emotional engagement with guests is more critical than ever before as guests need reassurance that their stay will be safe and problem free. Will the hotel concierge be viewed as more a necessity and less an amenity in today's new world? Nathan Goff, Chef Concierge at Boston Harbor Hotel shows that with their depth of knowledge and world of connections, your professional concierge might just be your greatest asset at this time to gain guest loyalty. READ MORE

Adrienne Scribner

Since the beginning of March 2020 when the pandemic began, hotel cleanliness has been a trending topic. This article explores the three levels of environmental cleanliness – clean, sanitize, and disinfect – and discusses how these different standards impact design strategies for hotel guestrooms. Learn about best practices for cleaning protocols and other recommendations to provide guests with the utmost peace of mind. READ MORE

Justin Taillon

COVID has forced many of us to work from home while limiting social interactions and travel. To fill social and travel voids many people have welcomed pets to their homes. These new pet owners will return to travel. Hotels are projected to experience an enormous growth in pet travel post-COVID, with the pet owners having limited or no experience traveling with their pet. Hotels should be pro-active in preparing themselves for an onslaught of potential pet policy problems. READ MORE

Jack Chang

In pre-COVID times, ask anyone what constituted good hospitality, and chances are they'd recount a thoughtful in-person human interaction. Herein lies the opportunity. Guests want safe, contactless interactions but still expect exceptional service experiences. So how do we marry the two for a differentiated experience? Here we'll share three ways you can win the hearts and minds battle. READ MORE

Richard Takach, Jr.

Meeting and exceeding guest expectations through insightful guest service has always been the name of the game in hospitality and it can only be achieved through meaningful, strategic investments. This article looks at key factors in guest service today and how guests are defining and driving many service expectations, which, in turn, impacts our hiring and training practices, our use of technology and our operating philosophies. READ MORE

Adria Levtchenko

Artificial intelligence drives surveillance systems that can issue traffic violations; image recognition programs that can help doctors diagnose diseases and suggest therapies. We now see its steady integration into the world of hospitality. Importantly, artificial intelligence can not only help us better engage guests, but also empower and expand the capabilities of our staff at a time of intense labor pressures as we emerge from the pandemic. READ MORE

Jeff Greenwald

The lodging sector has been devastated by the pandemic. Is there light at the end of the tunnel as vaccine rollout continues? Will demand increase by second quarter of this year? Does IRR anticipate a return to pre-pandemic metrics? As the U.S. exits the current pandemic, major mergers and acquisitions activity is anticipated among the "Big 6" hotel companies. Let's take a closer look at the trends and data behind this sector. READ MORE

James Anhut

Data and technology related topics are capturing headlines. Data rich and tech forward enterprises are trading at unfathomable multiples on public stock exchanges and among private equity investors. These enterprises will not deliver sustainable ROE without making investments in service delivery, and most importantly, in the people who deliver that service. Read on... READ MORE

Emily Brannen

With an influx of leisure travelers expected for the summer 2021 season, there is an opportunity to start anew and re-focus on important aspects of guest service. Revitalizing the art of conversation, working on non-verbal cues, and ensuring excellent follow through are guest service skills that should be in the forefront of hospitality professionals' minds. READ MORE

David Brower

High-quality guest service is a hallmark of the hospitality industry, and can often make or break a lodging organization. The impacts of the COVID-19 pandemic have become a game changer for the hotel guest service. This article looks at five important managerial elements and best practices that may be followed to establish an environment where exemplary service may be delivered. READ MORE

Julie Brakenbury

Meeting planners are starting to book events at hotels again. But everything has changed-from registration to meals to floor plans. Hotel events will look quite different based on best practices learned during the first 12 months of the pandemic. However, more technology, shifting state-based restrictions and overall uncertainly will create an opportunity for hotel CSMs to build more valuable relationships with their clientele. READ MORE

Martha Weidmann

Immersive art experiences that are hand selected and incorporate a brand's mission and core values tell a visually stunning story and create community connection. Further, it supports a hotel with differentiating themselves from the competition. Instead of viewing art as a plain picture to hang on the wall, consider art to be a key resource in your growth. Here's how to view your hotel's artwork as more than just a pretty picture. READ MORE

Scott Hale

2020 prepared you to take a swing at the proverbial piñata. Face covered, head down, spinning in circles. You paused from time to time to sorta straighten-up. A little unsteady and a lot uncertain. You were searching for your target. You knew it was out there, but you couldn't see it. Stand up straight this year: embrace pandemic-prompted opportunities and disruptive innovations. READ MORE

Roberta Nedry

Superheroes capture our imaginations and our hearts with their adventures and special gifts but what about the rest of us? What, if anything, do our hospitality workers have that catapults them to Superhero status?? Could it be…their Mask?? The mask may be an unexpected new excuse and superhero "gift" for hospitality teams to become more empathetic. What if, we transform when we put it on? READ MORE

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Coming up in July 2021...

Hotel Spa: Immense Transformation

There is no doubt that the Hotel Spa industry is undergoing an immense transformation as a result of the pandemic. New cleanliness standards for facilities, new safety standards for employees, and new ways of interacting with guests are now the New Normal, and will be for the foreseeable future. Given that some former patrons might be reluctant to return due to safety concerns, some spas are offering contactless experiences that utilize high-tech technologies to address wellness concerns like sleep, stress, pain, and immunity. Other spas are expanding their services to include life coaches, osteopaths, psychologists, and nutrition counselors in an effort to help their guests achieve a balanced lifestyle. Some spas are tapping into traditional Asian rituals to create programs such as sound healing, chakra balancing, and intuitive energy reading. Other programs emphasize re-connecting with Nature and have developed outdoor treatments such as Star Bathing, Feet in the Creek, and Treehouse meditations. The July issue of the Hotel Business Review will document what some hotel spas are doing to promote and manage their operations so guests can safely return for their health, wellness and beauty treatments.