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Isabel Chua

With the pandemic waning and travel picking up, hotels have an opportunity to innovate. The Fairmont Century Plaza is enhancing service and amenities, leveraging new technologies, and standardizing popular options that grew out of the pandemic – like outdoor dining, in-room fitness gear, and text-messaging apps for guests. The theme "Service Is Here to Stay" reflects this renewed commitment to the guest experience. READ MORE

Monica Salter

For nearly 75 years, Outrigger Hospitality Group has been synonymous with authenticity. The brand has been guided by a values-based process called "Ke 'Ano Wa'a," which translates to "The Outrigger Way," and allows the three core elements of the hospitality industry to exist in harmony: the guest, host and place – resulting in a memorable, one-of-a-kind guest experience for every traveler. READ MORE

Wendy Stevens

It's easy to hide behind the excuses and adjusted expectations the pandemic has yielded over these last two years, but the team at Maverick is looking at these new guest standards as an opportunity to go above and beyond to manage expectations and still provide the richest experience possible which will not only satisfy their guests, but also their bottom line. READ MORE

Rute Palma

After two years of changing restrictions, guests are eager to jet-set around the world, enjoying all the enriching experiences travel has to offer. As the appetite for revenge travel grows, it's vital that hotels respond to increasingly discerning and demanding customers. Read how hotels can digitally optimize the guest experience during the pre-book, pre-stay, and post-stay stages of their journey. READ MORE

Danny Hiatt

We are seeing a new alteration and shift in guest expectations as the pandemic is waning. As we look forward to average rate elevations and increased profitability, the industry will have to examine and embrace the new guest service demands to emerge as leaders in loyalty, service delivery, and value to maximize market share. READ MORE

Andrea Grigg

With the U.S. lodging industry facing a historic labor shortage in the face of accelerating demand, hotel operators must balance a return to pre-pandemic services and amenities with mounting margin pressures. Hotels therefore must evaluate which services to add back that fulfill guest expectations without negatively impacting profit. READ MORE

David Stange

Guests who enjoy exceptional personalized service anywhere on your property will not search for other places to go. Integrating a new generation of mobile solutions can extend the reach of your existing POS system to the pool, beach, golf course or outdoor event space, and will give guests a reason to stay on your property and enjoy all it has to offer. READ MORE

Amy Carenza

The pandemic changed our "normal" way of life forever. Personal health safety is top priority. Why should we accept "return to normal" when we should all be demanding "return to better than normal? "Just as airport security changed for the better post-9/11, the way we address airborne contamination will change post pandemic - air quality is a significant consideration. READ MORE

Robert Reitknecht

As COVID begins to subside, the luxury hotel industry is not only building itself back up but has the potential to be stronger than ever. More folks are craving A-list travel experiences with top-of-the-line guest service as restrictions lift. What opportunities await luxury resorts in this "new normal," and what protocols or best practices should be considered? Read on for ideas, advice, and examples! READ MORE

Matt Hagerman

As guests return to our hotels, they may not know all the challenges that have occurred to keep the lights on over the past two years. We examine two distinctly different properties, with relatable twists and turns on how they navigated trying times by listening, learning, and leaning-in to new solutions leading to greater guest experience. ? READ MORE

Rich Bradley

The global COVID-19 pandemic turned vibrant hotel properties at the start of 2020 into empty shells just months later. Hoever, the decision to resume operations was just the beginning of a slew of unique and complicated hurdles for both the operator and the consumer. As the hotel industry re-wakens in a world still full of operator challenges, how do hotels balance what is possible and what is expected with guest experience moving forward, while placing critical pandemic lessons learned into action? READ MORE

Stan Kennedy

The pandemic paved the way for massive changes in the hotel industry, including new safety protocols, a reduction in staff, a new profile of travelers, and adjusted amenity offerings and services. As travel continues to grow back toward pre-pandemic levels, it is essential for hotel leaders and staff to remain aware of changes in guest expectations as the mix of business shifts from predominantly leisure back toward more historical segment mix including corporate, group and government. Understanding and anticipating these changes requires hoteliers to be nimble and to reinforce the focus on guest satisfaction. READ MORE

Jane Ubell-Meyer

As hotels and the publishing industry move into a post-pandemic world, hotels are seeking ways to provide travellers with relaxing amenities, that include reading materials and more, in a safe, eco-and tech-friendly, green and contactless way. An understanding of the how trends in the publishing industry is impacting the daily read – from newspapers to in-room magazines and more is shared. READ MORE

Safet Dokara

With pandemic easing its grip on the travel industry, hotels occupancy and room rates are getting closer to pre-pandemic levels. While that is a very encouraging and welcomed trend, it certainly poses another set of challenges for the industry. With higher room rates, guests are expecting all services and amenities to be restored to pre-pandemic levels, but labor shortage and uncertainty of labor market definitely impact hotel industry ability to restore all amenities and services. READ MORE

Herbert Laubichler-Pichler

As we look to restore much-loved hotel amenities in a post-COVID world, some aspects recently introduced will go, heralding the return of smiles and handshakes crucial to a personal connection with guests, while the likes of frequent handwashing and app technology are here to stay. We will continue to experiment with services such as breakfast to continually improve our offerings. READ MORE

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Coming up in June 2022...

Sales & Marketing: Promoting Peace of Mind

As the hotel industry transitions to a more familiar position, it is still necessary for hotels to emphasize in their marketing the health protocols they have implemented to ensure guest safety and wellness. Above all, guests need to be reassured that every precaution is being taken to safeguard their well-being. Additionally, there are other marketing strategies that hotels can implement as a way to boost their business. For example, neighborhood marketing is a tactic that relies heavily on appealing to local audiences. Incentives targeting locals can fulfill the craving that some people have for time away from home, but aren't ready to hop on a plane. Another viable strategy is to promote experiences in nature. After being stuck inside for so long, many people are looking for hotels to help them re-connect with the great outdoors. The June Hotel Business Review will focus on the marketing strategies that some hotels are adopting and how they are benefiting from them.