It's Not Mobile First - It's Guest First

By Tim Peter Founder, Tim Peter & Associates | January 14, 2018

We're living through the next phase of upheaval in the industry. Mobile continues to transform the guest's experience much as the Internet has over the last 20-odd years. And yet I often hear from hoteliers who feel that these changes are at best a distraction, and, at worst, a complete waste of time.

Santayana's famous adage, “Those who cannot remember the past are doomed to repeat it” feels terribly appropriate. Because if you think mobile won't affect your business, here's a quote you might want to keep in mind:

“The reason why we invested in a company that does hotel operations… [is]it also optimizes the relationship with the guest. Then we can plug that into our own apps and provide a completely seamless consumer experience, from the search, to the booking, to the on-property experience, to the post-stay review."

Who said it? Cyril Ranque, president of Expedia Lodging Partner Services . He's talking about Expedia's investment in ALICE, a tool that allows guests to connect with your staff to address issues while on-property. But note again why they're doing this, to “provide a completely seamless consumer experience, from the search, to the booking, to the on-property experience, to the post stay review.”

I'm sorry, but isn't that our job as hotel executives?

Over the last 15 years, we've found new and innovative ways to let OTA's connect with our guests. And they're quite happily providing us the tools to do it all over again.

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Eco-Friendly Practices: The Greening of Your Bottom Line

There are strong moral and ethical reasons why a hotel should incorporate eco-friendly practices into their business but it is also becoming abundantly clear that “going green” can dramatically improve a hotel's bottom line. When energy-saving measures are introduced - fluorescent bulbs, ceiling fans, linen cards, lights out cards, motion sensors for all public spaces, and energy management systems - energy bills are substantially reduced. When water-saving equipment is introduced - low-flow showerheads, low-flow toilets, waterless urinals, and serving water only on request in restaurants - water bills are also considerably reduced. Waste hauling is another major expense which can be lowered through recycling efforts and by avoiding wastefully-packaged products. Vendors can be asked to deliver products in minimal wrapping, and to deliver products one day, and pick up the packaging materials the next day - generating substantial savings. In addition, renewable sources of energy (solar, geothermal, wind, etc.) have substantially improved the economics of using alternative energies at the property level. There are other compelling reasons to initiate sustainability practices in their operation. Being green means guests and staff are healthier, which can lead to an increase in staff retention, as well as increased business from health conscious guests. Also, sooner or later, all properties will be sold, and green hotels will command a higher price due to its energy efficiencies. Finally, some hotels qualify for tax credits, subsidies and rebates from local, regional and federal governments for the eco-friendly investments they've made in their hotels. The May issue of the Hotel Business Review will document how some hotels are integrating sustainable practices into their operations and how their hotels are benefiting from them.