APRIL FOCUS

Guest Service: Health and Safety First

 

Ghosting Hotel Food and Beverage Operations

By Michael Kasavana Emeritus NAMA Endowed Professor in Hospitality Business, The School of Hospitality Business MSU | April 18, 2021

Hotel operators have initiated unique methods to supplement declining pandemic revenues caused by vacant guestrooms and empty dining room tables.

To date, industry survival tactics have included the repurposing of guestrooms for housing the homeless, renting temporary workplace offices, and converting vacant conference spaces into classrooms for remote learning.

The implementation of hotel ghost kitchens and virtual branding opportunities represent additional strategies with potential to extend and diversify food and beverage operations and revenue.

Hotel ghost facilities and virtual branded products represent unique opportunities that deviate from traditional onsite foodservice functionality. Regardless of whether termed a ghost kitchen, cloud kitchen, dark kitchen, or digital kitchen the concept of contracting hotel foodservice to include multiple dining options, be they onsite or offsite, is garnering attention.

NewYorkTimes.com reports ghost kitchens are starting to appear in hotel production areas as the lodging industry seeks to better manage its facilities and recapture lost revenue. Simply stated, underutilized hotel kitchen facilities represent a frequently unexplored opportunity for income.

While some hotel companies have invested in onsite ghost kitchen operations principally, or exclusively, for the possibility of broadened guestroom, dining room, takeout, and delivery service offerings, others may choose to add a virtual branded product as a means of diversification and increased sales. Just as many restaurants have found success using excess kitchen capacity to host virtual brands, for delivery or pickup, hotels may gain a similar advantage.

Alternatively, management may choose to outsource hotel food and beverage services to an external, third-party ghost operation. This option may provide onsite guests additional dining options, including virtually branded products, as well as generate incremental sales. It is important to note that the use of the terms 'ghost' and 'virtual' are based on characteristics related to digital transformation, virtual reality, integrated technology, and data analytics.

Ghost Kitchens

By definition, a ghost kitchen is a commercial production space that has no storefront, counter space, waitstaff, dining room ambiance, or customer seating area. There simply is no restaurant attached to the ghosted operation. From a restaurant perspective, Technomic, Inc. reports the number of eateries supporting ghost kitchens has grown from fifteen percent pre-pandemic to fifty-one percent during the pandemic. Euromonitor, a leading market research firm, projects the worldwide market for ghost kitchens will likely exceed $1 trillion by 2030. 

A hotel ghost kitchen can strengthen in-room dining options with the potential to create off-site sales. Hotel ghost kitchens can lower the cost of real estate, refine menu offerings, and align with mobile and online marketing opportunities. A ghost facility can be located on hotel premises thereby unlocking the power of otherwise dormant real estate.  An effective hotel ghost kitchen partnership can significantly boost facility utilization while effectively monitoring and controlling costs.

Industry practitioners estimate hotel kitchens are in use about fifteen percent of available time, thereby foregoing potential rental income. A hotel ghost kitchen can also be used to service virtual brands that rely on commercial kitchen equipment for production and give credence to the concept of real estate as a service (RaaS).

A hotel ghost kitchen supports aspects of the food production process, including kitchen layout, equipment, order tracking, staffing, logistics, and fulfillment. The operational goal being to create an enhanced dining experience for both the lodging property and its guests. As fool.com wisely observes, "Restaurants are now renting space in underutilized hotel banquet kitchens. Restaurants are making money by selling food, while hotels are making money by renting their kitchens to restaurants."

While this commentary may be overly enthusiastic, it does provide perspective. A successful hotel ghost kitchen partnership can supplement in-house menu options, provide an opportunity for virtual branded products, and may include smart technology that enables the network to accurately predict preparation, production, packaging, and delivery times.

The hotel ghost kitchen concept isn't entirely new as Butler Hospitality, founded in 2016, is credited as being the first lodging company to streamline in-room dining by providing food and beverage services for multiple hotels from a single neighboring kitchen. Real estate analysts, therealdeal.com, estimates that fewer than five percent of domestic hotels are currently operating ghost kitchens. A number expected to grow significantly in the next few years.

Virtual Brands

The term virtual branding refers to a foodservice menu that is not associated with an actual physical restaurant. Often described as not existing in its own space, a virtual brand primarily exists through mobile app and online marketing for the purpose of fulfilling delivery orders. In other words, a virtual brand exists digitally; without an associated physical facility presence. The number of virtual brands has exploded in recent months as they represent a low-cost way to add revenue from a plug and play technical application using existing equipment and staff.

Virtual brands often share a kitchen facility with other brands or foodservice providers. The implementation of a virtual brand can help reduce the hotel's facility, equipment, food, and labor costs. Several recent industry trend reports note that the decreasing size and number of restaurant dining areas is directly attributable to the evolution of virtual brands and ghost kitchens. These same developments are likely to be attributable to the hotel industry.

A virtual brand can provide the ability to establish business in a marketplace without having to construct and support a prominent physical location. Richard Melman, President of Lettuce Entertain You Enterprises (LEYE) stated in the January 26, 2021 edition of restaurantbusinessonline.com, "Virtual concepts can be even harder to launch than a brick-and-mortar restaurant. The website, branding, and menu have to be flawless to properly communicate the concept to the consumer." In other words, the most critical considerations for foodservice success may be digital, not physical.

Ghost kitchen facilities often support multiple virtual brands that enable ordering from an array of diverse menus, with aggregated settlement being part of order placement. Consider the following virtual brands and their affiliated and ghosted restaurant parents: Smokey Bones and 'The Wing Experience'; Applebee's and 'Cosmic Wings'; Denny's with two virtual brands 'The Burger Den' and 'The Melt Down'; Brinker International (Chili's) and 'It's Just Wings'; TGI Fridays and 'Conviction Chicken'; and Carrabba's Italian Grill and 'Tender Shack'.               

Hotel Options

There are at least two popular hotel ghost kitchen and virtual branding formats: hotel hosted and hotel outsourced. The hotel hosted option includes both self-operated and contracted foodservice operations. Hotel outsourced deals with an externally staffed and equipped ghost kitchen that can replace onsite hotel food and beverage services as well as promote mobile app and online sales.

Hosted: Self-Operated

The hotel hosted self-operated model involves traditional hotel food and beverage service aimed at in-house guests. Second is the creation of a virtual brand that is produced by the hotel's staff, in its own onsite facility. In this application, management creates a virtual offering (wings, pizza, burgers, or specialty entrees) for marketing internally (hotel guests) and externally (off-premises customers). Simply stated, the same facility used for the hotel's food and beverage operations are also used to produce the virtual product(s). Despite the fact production takes place in-house, virtual branded products can be marketed on- and off-premises.

Hosted: Contracted

This option involves contracting a portion of the hotel's kitchen to a virtual restaurant brand that provides its own staff to produce and market branded products to hotel guests as well as the local community (often using third-party delivery services). Rental space in support of virtual branding represents a revenue opportunity.

          

Outsourced

The hotel outsourcing model enables property management to opt to contract with an outside ghost kitchen provider to produce a portion, or all, of the hotel's food and beverage needs. This relationship involves an offsite ghost kitchen, operated by a third-party, to replace or supplement the hotel's services. The outsourced format enables the provider to offer virtual brands for sale to in-house hotel guests as well as off-site customers through a mobile app or online marketplace.

Hotel Examples

Below are a sampling of hotel ghost kitchen and/or virtual brand partnerships.

1. Butler Hospitality

Considered a pioneer in the hotel ghost kitchen evolution is Butler Hospitality. For more than five years, Butler Hospitality has offered an on-demand platform for hotel room service and related dining amenities through its ghost kitchen. The company rents underutilized hotel kitchen facilities as production centers for on- and off-premises ordering.

Butler Hospitality settles in-house guest transactions through normal folio processing by the front office. Published reports indicate that Butler Hospitality receives ninety percent of the food and beverage revenue; with ten percent going to the host hotel. Butler Hospitality, which reportedly partners with Marriott, Choice Hotels, InterContinental, Hilton, and IHG properties, also offers an array of catering services. Utilizing signage and branding on guestroom telephones, door hangers, and menus, customers are not aware ordered meals may be sourced from a kitchen located external to the hotel property.

2. Four Points by Sheraton

The NewYorkTimes.com reported that as a result of pandemic disruption an unusual foodservice relationship emerged between a Four Points hotel and a ghost kitchen operator. To turn the concept of Cutlets Sandwich Shop into a business, its founder rented space at a New York midtown hotel, paying $6,000 a month rent to use the hotel's fully equipped production kitchen. The Times noted that by comparison, the average restaurant brick-and-mortar store typically may require an investment of between $200,000 to more than $1 million.

Within four months of renting the hotel space, the sandwich operation developed a sufficient customer and revenue base to transition to a free-standing location. The hotel rental arrangement was coordinated by Use Kitch, an online commercial kitchen marketplace for shared facilities. Use Kitch estimates nearly half of its kitchen utilizations are located in hotels.

3. Davidson Hotels & Resorts

Davidson hotels has invested in ghost kitchens for the preparation of to-go and delivery meals to meet guest needs. The company supports using its own kitchens and staff to create a virtual guest experience. In addition, underutilized food production assets are being considered for leasing to third-party providers. The company cautions that while suburban hotel markets with dense populations tend to support virtual branding and delivery services, less dense locations may not.

By company defines a branded experience as one involving its existing hotel kitchen equipment, staff, and ingredient inventory. It is important to note that local area residents, in close proximity to a hotel (7–10 mile radius), can be serviced via mobile app or online connectivity.

4. Graduate Hotels

Creating Culinary Communities, or simply C3, is a ghost kitchen company that has contracted with the Graduate Hotels group to install and operate an array of restaurant concepts including: Umami Burger and Krispy Rice under the Graduate Food Hall banner. Graduate Hotels is a collection of more than 30 millennial-focused boutique hotels located in select college towns. Hotel guests can order for dine-in or takeout service.  C3 also offers off-premises dining menus for delivery by third-party partners.

In addition to the company supplementing in-room hotel dining and on-site catering, it also streamlines the ordering process and extends the hotel's reach within the local community. C3 also has its sights set on shopping malls as well as restaurants. The arrangement provides Graduate Hotels to operate the banquet and catering spaces while C3's restaurant brands serve in-room dining as well as local area delivery and takeout services. C3 has stated it intends to open two hundred ghost kitchen locations by the end of 2021.

5. Hyatt Loves Local

Hyatt  Hotels, which operates more than nine hundred properties worldwide, has stated that the benefit of installing ghost kitchens in several of its hotels is to serve as a support system for small businesses through a partnership program. Reports indicate sixty Hyatt hotels have already agreed to participate. In a unique twist, Hyatt is said to be offering its spaces to small business at no cost. The program adds to the hotels' appeal by expanding food and beverage options while supporting the neighboring economy. The Hyatt ghost kitchen model offers operators the ability to manage and maintain multiple restaurant brands out of a single kitchen, thereby extending variety in guest dining.

Ghost Variations

Variations in hotel ghost kitchens include shared room service, virtual catering, virtual food halls, and restaurant extensions.

1. Shared Room Service

Butler Hospitality, which specializes in the replacement of hotel restaurants, specializes in repurposing a hotel kitchen into a workable facility to service a host property and up to ten nearby hotels. Additionally, hotels needing to have a food and beverage operation to fulfill a brand or star requirement are often able to meet this requirement through a shared service facility. Rather than outsourcing guest dining to third-party delivery services, hotels can benefit from a common commissary operation that brings meals directly to guestrooms with charges posted to the guest's folio.

2. Virtual Catering

Industry news authority Restaurant Dive reported that in 2018, prior to the pandemic, catering sales were on a steep upward trajectory having expanded by more than fifty percent. Since that time, Technomic reports that nearly two-thirds of foodservice operations suspended catering programs due to pandemic disruption. Hotel companies, recognizing an opportunity, are launching catering programs aimed at remote workers.

For example, enabling local businesses the ability to purchase digital vouchers to be sent to remote-workers, or business clients, prior to a scheduled virtual meeting or event (e.g. Zoom, Skype, WebEx, etc.). The vouchers are timestamped and only valid during the specified activity. The vouchers are intended to replace in-person dining opportunities with synchronized meeting and event formats.

3. Virtual Food Hall

While a ghost kitchen is primarily oriented for off-premises dining, virtual food halls support ghost kitchens that allow for indoor dining. In-house, online, and third party ordering platforms can be part of a Virtual Food Hall (VFH). The first VFH opened in New York as the Sous Vide Kitchen in 2017. Over time the term VFH has evolved to more accurately describe the ordering and service styles found in digital space.

In a hotel sponsored VFH, guests order from an array of menus and brands, sometimes as many as eight to ten, using a mobile device or self-order kiosk. As the order is aggregated for production, settlement is secured, and the diner can receive the meal within a matter of minutes. A hotel VFH, allows guests a more convenient way to enjoy items from multiple foodservice concepts in a shared setting.

4. Restaurant Extensions

Similar to hotel kitchen rentals, but in reverse, a recent trend involves restaurants renting kitchen facilities to accommodate ghosted facilities for hotels. The use, or rental, of kitchen space and equipment can lead to creation of a virtual hotel eatery to counteract enhance sales volumes. A restaurant extension may enable hotel dine-in guests to benefit from a provider that functions as if it were located in-house.

Partnership Operations

While ghost kitchens can take a variety of formats, there are some common operating characteristics. To begin, a production location that is owned or contracted by the hotel can be used to support its own foodservice operation as well as contract out their facilities or host a virtual brand. While a majority of ghost kitchens support multiple brands from a single location, thereby enabling onsite guests and off-site customers to order from diverse menus.

From a technical perspective, ghost kitchen software can enable in-house guests to order from multiple menus resulting in a single, aggregated guest check for folio posting. Consider a hotel ghost kitchen rental to a third-party provider that produces a line of virtually branded products. The branded items can be marketed to onsite guests as well as the local, online area marketplace for delivery.

Summary

Declining hotel guestroom occupancies and restricted dining room capacities have led to interest in more efficient physical space utilization, virtual branding, and revenue recovery. Recognition of underutilized hotel food production facilities has led to the escalation of hotel hosted and outsourced ghost kitchens and virtual branding partnerships. Increasing dining options appears to lead to increased revenue and enhanced guest experiences.

Dr. Kasavana Michael L. Kasavana, Ph.D., is the Emeritus NAMA Endowed Professor in Hospitality Business, The School of Hospitality Business at Michigan State University having retired from MSU after four decades of teaching and research. Dr. Kasavana holds CHTP (Certified Hospitality Technology Professional), CFTP (Certified Foodservice Technology Professional), and NCE5 (NAMA Certified Executive) certifications. Dr. Kasavana earned BS (Hotel, Restaurant and Travel Administration), MBA (Finance), and Ph.D. (Management Information Systems) degrees from the University of Massachusetts - Amherst. Dr. Kasavana serves as Director of Education and Research for the International Food and Beverage Technology (IFBTA) association. He remains an active researcher, focusing on current and near future developments including e-commerce, self-service applications, property management systems, and transaction processing technology. He has also created a series of academic journal articles, instructional materials, industry manuals, and software products and has authored, or co-authored, several books and textbooks. can be contacted at +1 517-353-9211 or Kasavana@bus.msu.edu Please visit http://www.bus.msu.edu for more information. Extended Biography

HotelExecutive retains the copyright to the articles published in the Hotel Business Review. Articles cannot be republished without prior written consent by HotelExecutive.

Other articles from this author

Michael Kasavana
Michael Kasavana
Michael Kasavana
Michael Kasavana
Michael Kasavana
Choose a Social Network!

The social network you are looking for is not available.

Close

Terms & Conditions

The following are terms of a legal agreement ("Agreement") between you and HotelExecutive. By accessing, browsing and/or otherwise using this web site, HotelExecutive, you acknowledge that you have read, understood and agreed to be bound by these terms and conditions, and to comply with all applicable laws and regulations, including U.S. export and re-export control laws and regulations. If you do not agree to all of these terms and conditions, you may not access, browse and/or use HotelExecutive. The material provided on HotelExecutive is protected by law, including, but not limited to, United States copyright law and international treaties.

These terms of access apply to your access to and use of HotelExecutive and do not alter in any way the terms and conditions of any other agreement you may have with HotelExecutive for products, software, services or otherwise, unless otherwise directed by HotelExecutive. If you breach any of these terms and conditions, your authorization to use HotelExecutive automatically terminates and you must immediately destroy any downloaded or printed materials and discontinue use of any hyperlinks to HotelExecutive.

1. USE RESTRICTIONS

Copyright. All Site materials, including, without limitation, text, pictures, graphics and other files and the selection and arrangement thereof are copyrighted materials of HotelExecutive © 1996-2016, ALL RIGHTS RESERVED, or by the original creator of the material. Permission is granted to display and use the materials on HotelExecutive for private individual, educational and noncommercial use only, provided you do not modify the materials and that you retain all copyright and other proprietary notices contained in the materials. You may not, however, distribute, copy, reproduce, display, republish, download, or transmit any material on HotelExecutive for commercial use without prior written approval from HotelExecutive. You may not "mirror" any material contained on HotelExecutive on any other server without prior written permission from HotelExecutive. Any unauthorized use of any material contained on HotelExecutive may violate copyright laws, trademark laws, the laws of privacy and publicity and communications regulations and statutes.

Trademarks

The trademarks, service marks, trade names and logos (the "Trademarks") used and displayed on HotelExecutive are registered and unregistered Trademarks of HotelExecutive. In addition, all page headers, custom graphics, icons and scripts are service marks, trademarks and/or trade dress of HotelExecutive, and may not be copied, imitated or used, in whole or in part, without the prior written permission of HotelExecutive. You acknowledge that the Trademarks used and displayed on HotelExecutive are and shall remain the sole property of HotelExecutive or the Trademark owner. Nothing in this Agreement shall confer any right of ownership of any of the Trademarks in you. Further, nothing in HotelExecutive shall be construed as granting, by implication, estoppel or otherwise any license or right to use any Trademark used or displayed on HotelExecutive, without the express written permission of HotelExecutive or the Trademark owner. The misuse of the trademarks displayed on HotelExecutive, or any other Content on HotelExecutive, is strictly prohibited.

Hyperlinks

You are granted a limited, nonexclusive right to create a hypertext link to HotelExecutive provided that such link is to the entry page of HotelExecutive and does not portray HotelExecutive or any of its products or services in a false, misleading, derogatory, or otherwise defamatory manner. This limited right may be revoked at any time for any reason whatsoever. You may not use framing techniques to enclose any Company trademark, logo or trade name or other proprietary information including the images found at HotelExecutive, the Content of any text or the layout/design of any page or any form contained on a page without HotelExecutive's express written consent. Links to third party sites on HotelExecutive are provided solely as convenience to you. If you use these links, you will leave HotelExecutive. HotelExecutive has not reviewed all of these third party sites and does not control and is not responsible for any of these sites, their Content or their policies, including, without limitation, privacy policies or lack thereof. HotelExecutive does not endorse or make any representations about third party sites or any information, software or other products or materials found there, or any results that may be obtained from using them. If you decide to access any of the third party sites linked to HotelExecutive, you do so entirely at your own risk. You acknowledge and agree that HotelExecutive shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by, or in connection with the use of or reliance on any such third party sites.

Downloadable Materials

Any software, including codes or other materials that are made available to download from HotelExecutive, is the copyrighted work of HotelExecutive and/or its suppliers and affiliates. If you download software from HotelExecutive, use of the software is subject to the license terms in the software license agreement that accompanies or is provided with the software. You may not download or install the software until you have read and accepted the terms of the applicable software license agreement. Without limiting the foregoing, copying or reproduction of the software to any other server or location for further reproduction or redistribution is expressly prohibited unless otherwise provided for in the applicable software license agreement in the case of software, or the express written consent of HotelExecutive in the case of codes or other downloadable materials.

Limited Access

Except as otherwise expressly permitted by HotelExecutive, any access or attempt to access other areas of HotelExecutive computer system or other information contained on the system for any purposes is strictly prohibited. You agree that you will not use any robot, spider, other automatic device, or manual process to "screen scrape," monitor, "mine," or copy the Web pages on HotelExecutive or the Content contained therein without HotelExecutive's prior, express, and written permission. You will not spam or send unsolicited e-mail to any other user of HotelExecutive for any reason. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of HotelExecutive. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on HotelExecutive's infrastructure.

Additional Use Restrictions

You shall not post, transmit, e-mail, re-transmit or store material on or through any of the services provided by HotelExecutive (the "Services") which, in the sole judgment of HotelExecutive: (i) is in violation of any local, state, federal or non-United States law or regulation, (ii) is threatening, obscene, indecent, defamatory or that otherwise could adversely affect any individual, group or entity (collectively, "Persons") or (iii) violates the rights of any person, including rights protected by copyright, trade secret, patent or other intellectual property or similar laws or regulations including, but not limited to, the installation or distribution of "pirated" or other unauthorized photos or software products that are not appropriately licensed for use by you. You shall be responsible for determining what laws or regulations are applicable to its use of the Services. In addition, you may only use the Services in a manner that, in HotelExecutive's sole judgment, is consistent with the purposes of such Services. If you are unsure of whether any contemplated use or action is permitted, please contact HotelExecutive at editor@HotelExecutive By way of example, and not limitation, the following uses described below of the Services are expressly prohibited:

A. upload, post, e-mail or otherwise transmit any information, data, text, software, music, sound, photographs, graphics, video, messages or other materials (collectively, "Content") that is unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another's privacy, hateful, sexually intolerant or racially, ethnically or otherwise objectionable;

B. impersonate any person or entity, including, but not limited to, a Company official, forum leader, guide or host, or falsely state or otherwise misrepresent your affiliation with a person or entity;

C. forge headers or otherwise manipulate identifiers in order to disguise the origin of any Content transmitted through the Services or develop restricted or password-only access pages, or hidden pages or images (those not linked to from another accessible page);

D. upload, post, e-mail or otherwise transmit any Content that you do not have a right to transmit under any law or under contractual or fiduciary relationships such as inside information, proprietary and confidential information learned or disclosed as part of employment relationships or under nondisclosure agreements;

E. upload, post, e-mail or otherwise transmit any Content that infringes any patent, trademark, trade secret, copyright or other proprietary rights of any party;

F. upload, post, e-mail or otherwise transmit any unsolicited or unauthorized advertising, promotional materials, "junk mail," "spam," "chain letters," "pyramid schemes" or any other form of solicitation;

G. upload, post, e-mail or otherwise transmit any material that contains software viruses, worms or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment;

H. interfere with or disrupt the Services or servers or networks connected to the Services, or disobey any requirements, procedures, policies or regulations of networks connected to the Services;

I. intentionally or unintentionally violate any applicable local, state, national or international law, including, but not limited to, regulations promulgated by the U.S. Securities and Exchange Commission, any rules of any national or other securities exchange, including, without limitation, the New York Stock Exchange, the American Stock Exchange or the NASDAQ, and any regulations having the force of law;

J. 'stalk' or otherwise harass another user of HotelExecutive or Company employee or official;

K. promote or provide instructional information about illegal activities, promote physical harm or injury against any group or individual, or promote any act of cruelty to animals. This may include, but is not limited to, providing instructions on how to assemble bombs, grenades and other weapons, and creating "Crush" sites; and

L. effecting security breaches or disruptions of Internet communication. Security breaches include, but are not limited to, accessing data of which you are not an intended recipient or logging into a server or account that you are not expressly authorized to access.

M. advertising to, or soliciting any user of HotelExecutive to buy or sell any products or services through the unauthorized or impermissible use of the Services. You may not transmit any junk email or chain letters to other users. If you breach this Agreement and send unsolicited bulk email, instant messages or other unauthorized commercial communications of any kind through the Services, you acknowledge that you will have caused substantial harm to HotelExecutive, but that the amount of such harm would be extremely difficult to ascertain. As a reasonable estimation of such harm, you agree to pay HotelExecutive $500 for each such unsolicited email or other unauthorized commercial communication you send to each user through the Services.

2. DISCLAIMER WARRANTY

HotelExecutive, including all software, functions, materials, and information is provided "as is" without warranties of any kind, either express or implied. HotelExecutive disclaims all warranties, express or implied, including, but not limited to, warranties of non-infringement and implied warranties of merchantability, fitness for a particular purpose, non-infringement, title, merchantability of computer programs, data accuracy, system integration, and informational Content. HotelExecutive does not warrant or make any representations regarding the operation of HotelExecutive, the use, validity, accuracy or reliability of, or the results of the use of the materials on HotelExecutive or any other sites linked to HotelExecutive. The materials of HotelExecutive may be out of date, and HotelExecutive makes no commitment to update the materials at HotelExecutive. HotelExecutive does not and cannot guarantee or warrant that the files available for downloading from HotelExecutive, if any, will be free from infection, viruses, worms, Trojan horses, or other code that manifest contaminating or destructive properties. HotelExecutive does not warrant that HotelExecutive, software, materials, products, or services will be uninterrupted or error-free or that any defects in HotelExecutive, software, materials, products, or services will be corrected.

3. LIMITATION OF LIABILITY

In no event will HotelExecutive, its suppliers or other third parties mentioned at or in HotelExecutive be liable for any damages, including, without limitation direct, indirect, special, incidental, or consequential damages, damages resulting from lost profits, lost data or business interruption arising out of relating to the use, inability to use, or resulting from the use of HotelExecutive, any web sites linked to HotelExecutive, the materials, software or other information contained in any or all such sites, whether based on warranty, contracts, statutes, regulations, tort (including but not limited to, negligence) or any other legal theory and whether or not advised of the possibility of such damages. If your use of the materials or information from HotelExecutive results in the need for servicing, repair or correction of equipment or data, you assume all costs thereof.

4. REVISIONS TO THIS AGREEMENT

HotelExecutive may revise this Agreement at any time without notice by updating this posting. By using HotelExecutive you agree to be bound by any such revisions and should therefore periodically visit HotelExecutive and page to determine the then current Terms of Access and Use conditions of use to which you are bound.

5. TRANSMISSIONS

Any idea you transmit to or post on HotelExecutive by any means will be treated as non-confidential and non-proprietary and may be disseminated or used by HotelExecutive or its affiliates for any purpose whatsoever, including, but not limited to, developing and marketing products. You are prohibited from posting or transmitting to or from HotelExecutive any unlawful, threatening, libelous, defamatory, obscene, scandalous, inflammatory, pornographic, profane material or any other material, including but not limited to any material that could give rise to any civil or criminal liability under both domestic and international law.

6. YOUR WARRANTIES

You warrant to HotelExecutive that:

You are the sole owner of all rights in the materials posted or uploaded by you (including all related copyrights) or that you have the absolute right to license their use as provided in this section. While you will retain ownership of the copyright in the materials posted or uploaded by you, you agree that all materials posted or uploaded by you shall become part of a database, and that HotelExecutive will own the compilation copyright in that database. In addition, you hereby grant HotelExecutive a perpetual, worldwide, irrevocable license to use, reproduce, modify, publish, publicly perform, publically display and distribute such materials, and portions of such materials and any derivative works created from such materials, in print, electronic and other media, by any means now known or developed in the future. We may sublicense all of our rights and licenses or assign them to third parties. Neither HotelExecutive nor any third party using the materials in accordance with this section will be obligated to pay you any royalties or other compensation for use of the materials.

You will comply with these Terms of Access and Use including, without limitation, the USE RESTRICTIONS set out in Section 3 above;

You agree to indemnify and hold HotelExecutive harmless from any claim or damages (including any legal fees in relation to same) made by a third party in respect of any matter in relation to or arising from your use and/or membership arising from any breach or suspected breach of these Terms of Access and Use by you or your violation of any law or the rights of any third party.

7. ACTIONS WE MAY TAKE AT OUR SOLE DISCRETION

HotelExecutive may take any or all of the following actions at our sole discretion:

Remove any member profile (including photographs) or other material that, in our sole discretion may be inappropriate or we suspect to be illegal, subject us to liability or which may violate these Terms of Access and Use or where required to do so by law;

Issue members with verbal or written warnings and may take such further action as we deem appropriate if such warnings are not heeded;

Suspend or terminate a member's access to the members's area of HotelExecutive or a member's account without notice at any time;

Inform the appropriate authorities and provide them with information regarding any suspected illegal activity; or bring legal action against a member or other user of HotelExecutive in relation to any breach of these Terms of Access and Use or any illegal or suspected illegal activity.

8. GOOD SAMARITAN CONTENT AND COMPLAINT PROCEDURES POLICY

A. Policy

We have provided opportunities for you to contribute Content to our Site. It is our policy, however, not to allow any Content which may constitute intellectual property infringement; violations of federal, state, or local law; obscene or defamatory material, or may otherwise be unacceptable or inappropriate. Upon learning of such Content, we will attempt, and you hereby give HotelExecutive the right, to delete, edit, remove, disable, change, or restrict access to or the availability of the Content, which in our sole discretion, is otherwise unacceptable or objectionable. We may or may not notify you about what action we take with respect to the disputed Content. The provisions of this section are intended to implement this policy but are not in any way intended to impose a contractual obligation upon us to undertake, or refrain from undertaking, any particular course of conduct.

B. Complaint Procedures

If you believe that another user or other third party has posted Content which violates this policy or specifically the USE RESTRICTIONS in Section 3 above, you may notify HotelExecutive via e-mail at editor@HotelExecutive . In order to allow HotelExecutive to respond effectively, please provide HotelExecutive with as much information as possible in your correspondence, including: (1) the nature of the right infringed or violated (including any applicable registration numbers of the federally-registered intellectual property allegedly infringed), if applicable, or the unacceptable or inappropriate Content; (2) all facts which lead you to believe that a right has been violated or infringed, if applicable; (3) the precise location where the offending Content is located; (4) any grounds to believe that the party or user which posted the Content was not authorized to do so or did not have a valid defense (including the defense of fair use), if applicable; (5) if known, the identity of the party or user who posted the infringing, offending, or inappropriate Content; and (6) in the case of alleged copyright infringement claims, information sufficient to identify the work and your claims to ownership.

C. Indemnification/Waiver of Certain Rights

By contacting HotelExecutive and complaining of an alleged violation, you agree that the substance of your complaint shall constitute a representation made under the pains and penalties of perjury pursuant to the laws of the State of California. In addition, you agree, at your own expense, to defend and indemnify HotelExecutive and hold HotelExecutive harmless against all claims which may be asserted against HotelExecutive, and all losses incurred, as a result of your complaint and/or our response to it.

D. Waiver of Claims and Remedies

We expect all users of our Site to take responsibility for their own actions and cannot and do not assume liability for any acts of third parties which take place at our Site. By utilizing the Good Samaritan procedures set forth herein, you waive any and all claims or remedies which you might otherwise be able to assert against hotelexecutive under any theory of law (including, but not limited to, intellectual property laws) that arise out of or relate in any way to the content at hotelexecutive or our response, or failure to respond, to a complaint.

E. Investigation/Liability Limitation

You agree that we have the right, but not the obligation, to investigate any complaint received. By reserving this right, we do not undertake any responsibility in fact to investigate complaints or to remove, edit, disable or restrict access to or the availability of Content. We will not act on complaints that we believe, in our sole discretion, to be deficient, incomplete, or otherwise questionable. If you believe that Content remains on HotelExecutive which violates your rights, Your sole and exclusive remedy shall be against the user or other party responsible for said content, not against HotelExecutive. your sole and exclusive remedy against HotelExecutive shall be to terminate your use of HotelExecutive and service.

Digital Millennium Copyright Act Compliance. As set forth in Subsection (b), you must contact our agent if you believe that a work protected by a U.S. Copyright which you own has been posted on our Site without authorization or that our Site, in some material way, contributes to its infringement. It is our policy in appropriate circumstances, if possible, to terminate the access rights of repeat infringers and other users who use HotelExecutive in an inappropriate or objectionable manner.

9. COOPERATION WITH LAW ENFORCEMENT

HotelExecutive reserves the right to fully cooperate with any law enforcement authorities or court order requesting or directing HotelExecutive to disclose the identity or other information regarding any user or member alleged by any governmental entity to be using HotelExecutive or any Content or materials available in, at, through or in association with HotelExecutive in violation of any law or regulation, or in violation of this Agreement, including, without limitation, the posting of e-mail messages, or publishing or otherwise making available any such materials. By accepting this agreement you waive and hold harmless HotelExecutive from any claims resulting from any action by HotelExecutive during, or as a result of, its investigations, and from any actions taken as a consequence of investigations by either HotelExecutive or law enforcement authorities

10. APPLICABLE LAWS, VENUE, JURISDICTION & MANDATORY ARBITRATION

If any provision(s) of this Agreement is held by a court of competent jurisdiction to be contrary to law, then such provision(s) shall be construed, as nearly as possible, to reflect the intentions of the parties with the other provisions remaining in full force and effect. HotelExecutive's failure to exercise or enforce any right or provision of this Agreement shall not constitute a waiver of such right or provision unless acknowledged and agreed to by HotelExecutive in writing. The section titles in this Agreement are solely used for the convenience of the parties and have no legal or contractual significance. This Agreement may be assigned in whole or in part by HotelExecutive. This Agreement may not be assigned in any manner by you without the express, prior written permission of HotelExecutive.

Any and all disputes or controversies of any kind, including but not limited to any performance, duty, obligation or liability arising under or related to this Agreement which are not first resolved informally, shall be determined by binding arbitration in San Francisco, California, in accordance with the rules of the American Arbitration Association. The final award in any such arbitration proceeding shall be subject to entry as a judgment by any court or competent jurisdiction, provided that such judgment does not conflict with the terms and provisions hereof. The jurisdiction of the arbiter (or arbiters) with respect to legal matters shall be limited only by the statutory and common law of the State of California and the United States.

Notwithstanding the foregoing, any and all disputes, which the parties cannot informally resolve, regarding the scope of issues or matter with the jurisdiction of the arbitrator, shall be resolved by a separate dispute resolution process whereby HotelExecutive, in its sole discretion shall elect the dispute to be resolved by either (1) a court of competent jurisdiction in the State of California or (2) a panel of three new arbitrators.

This Agreement shall be governed by and construed in accordance with the laws of the State of California notwithstanding any conflict of laws provisions. You and HotelExecutive agree that the venue for all legal disputes, controversies, actions of any kind arising under or related to this Agreement shall be San Francisco, California. You and HotelExecutive further agree that in case of any litigation regarding this Agreement, you irrevocably and unconditionally (i) consent to submit to the exclusive jurisdiction of the state and federal courts in the County of San Francisco, California for any litigation or dispute arising out of or relating to this Agreement, (ii) agree not to commence any litigation arising out of or relating to this Agreement except in the California Courts, (iii) agree not to plead or claim that such litigation brought therein has been brought in an inconvenient forum, and (iv) agree the California Courts represent the exclusive jurisdiction for all litigation relating to this Agreement.

11. MEMBERSHIP FEES

Hotel Business Review Subscriptions

If you choose to purchase a subscription, member subscription payments can be made in U.S. Dollars, as well as a variety of international currencies. Membership terms are Annual Recurring, and Monthly Recurring. The Annual Recurring subscription is an annual commitment and subscribers will be charged each consecutive billing cycle. Annual Recurring subscriptions can be cancelled after the first billing cycle and within 30-days of the billing date for a full refund. Monthly Recurring subscriptions are ongoing and subscribers will be charged each consecutive monthly billing cycle. Monthly Recurring subscriptions can be cancelled after the first month and within 7 days of the monthly billing cycle for a full refund.

12. PAYMENT AUTHORIZATION

Payment for the services provided to you in, at, through or in association with HotelExecutive may be made by automatic credit card, debit card, direct debit, bankwire or Paypal and other approved payment means offered in, at, through or in association with HotelExecutive, and you hereby authorize HotelExecutive and its agents to transact such payments on your behalf.

You hereby authorize HotelExecutive's Internet Payment Service Provider to charge your credit card to pay for your membership to HotelExecutive. You further authorize HotelExecutive's Internet Payment Service Provider to charge your credit card for any and all purchases of products, services in association with HotelExecutive. You agree to be personally liable for all charges incurred by you in association with your access or other use of any content provided by HotelExecutive or any third party in association with HotelExecutive. You acknowledge and agree that your liability for all such charges shall continue after termination of your access or any type of membership arrangement with HotelExecutive.

In the event that you have chosen to have your membership automatically rebilled, unless and until you notify HotelExecutive that you wish to cancel or terminate your membership to HotelExecutive, you hereby agree and authorize HotelExecutive's Internet Payment Service Provider to automatically renew your membership to HotelExecutive on a continuing basis and to charge your credit card (or other payment means you have selected) to pay for the ongoing cost of your membership. You hereby further authorize HotelExecutive's Internet Payment Service Provider to charge your credit card (or other approved payment means you have selected) for any and all purchases of products, services and entertainment provided to in, at, through or in association with HotelExecutive.

13. PRIVACY POLICY

The following is the Privacy Policy for HotelExecutive

We can be reached via telephone, email, or online at our contact page. When you visit our site we do not log any information regarding your domain or email address. Information Sharing: We do not share user information with any third parties other than via press release distribution as described below.

Hotel Newswire is a newswire service that distributes press releases on behalf of our users. If you decide to submit a press release for distribution through our system we will transmit your entire press release including any personal information therein contained to our media contacts and online distribution points including search engines. This is the only redistribution of your information that we engage in. Your submission of press releases through our system indicates consent with this policy. The information we collect during your registration process is used to notify users about updates to our service and inform users of any special events hosted by Hotel Newswire. This information is not shared with other organizations for commercial or non-commercial purposes.

Cookies: Our system requires the use of cookies to enable the user to log back into our website to access information from the newswire, without having to log in each time using the required username and password.

If you do not want to receive email from us in the future, please let us know by following instructions included in our communication with you. Users who supply us with telephone numbers online may receive telephone contact from us regarding their account, or informing them of new products and services available on the HotelExecutive website. If you do not wish to receive such telephone calls, please edit your account and remove your phone number from your account profile. This can be done from your user account menu.

Ad Servers: We do not partner with or have any relationship with any ad server companies. From time to time, we may use customer information for new uses not previously disclosed in our privacy notice. If our information practices change at any time, we will post the policy changes to our website to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our website periodically.

Upon request we provide site visitors with access to all information (including proprietary information) that we maintain about them. Users can access this information by logging in to their account.

Security: We always use industry-standard encryption technologies while transferring and receiving user data exchanged with our site. We have appropriate security measures in place in our physical facilities to protect against the loss, misuse, or alteration of information that we have collected from you on our site. We do not store credit card information in our systems.

If you feel that this site is not following its stated information policy, you may contact us.

Suzanne McIntosh
Zoe Connolly
Robert O'Halloran
Eugenio Pirri
Ajay Aluri
Norm Rose
Rachel Hodgdon
Coming up in May 2021...

Eco-Friendly Practices: Now More Than Ever

One theory about the pandemic states that future viruses are more likely to originate and flourish due to global warming. If true, the urgency to accelerate the adoption of eco-friendly practices is greater than ever. Of course, there are many other reasons to create a sustainable operation, including reduced utility costs, savings on operational costs, healthier and happier guests and employees, and positive publicity, marketing and community goodwill. Many hotels are introducing innovative programs into their operations - from recycling bins in guest rooms to starting a roof top garden. Other hotels are using eco-friendly cleaning products, reusing towels and sheets, sourcing locally grown food, supporting the use of electric vehicles, and permitting guests to refill their reusable water bottles with clean, filtered water. Finally, some hotels are encouraging guests to get involved by making it possible for them to participate in local community clean-up projects. 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.