Boutique hotels are a relatively new concept to the hotel industry. Until the early 90s, the standard model had typically been a large full-service hotel with numerous banquet and meeting rooms. The large size and its economies of scale, helped insure greater profitability. Along came the concept of boutique hotels which was contrary to that formula. The typical boutique hotel is less than 100 guest rooms, limited service, zero to one boardroom, and any food and beverage outlets are generally outsourced. The emphasis in boutique hotels is on selling guest rooms (where the profit margins are significantly higher than in banquets and meetings) by enticing a guest with its high design, the promise of a unique experience, and lower rates. READ MORE

Hotels are performing well despite service and product issues, and in many cases, despite poor sales department work habits. So, when we know that the supply/demand dynamics can change and do change, then why be complacent with short term results and accept work habits that would not be acceptable in any other department? A few simple tips can help protect your investment as an owner and insure optimum performance as a manager. READ MORE

Technology has brought numerous advantages to conducting business, including servicing existing customers and in reaching new markets. But as a service industry, it is important to ensure that technology is used to enhance guest satisfaction, especially in the case of free-standing boutique hotels. One key factor that differentiates boutique hotels from large or chain affiliated hotels is its personalized service. Therefore, in order to benefit from the many applications of technology (i.e. reducing expenses, generating demand, and increasing guest satisfaction), and to simultaneously maintain the personalized services characteristic of boutique hotels, it is important for owners and managers to re-think and evaluate the following key areas... READ MORE

Catering sales in small, boutique hotels can conservatively, represent 50% of the total food and beverage revenues. So achieving catering revenues can make the difference between food and beverage profitability and food and beverage loss, and can significantly impact total GOP. One of the biggest challenges in small hotels is to clearly define catering responsibilities. Does it belong with Food and Beverage or does it belong with Sales? Is it an operations function or a direct sales function? Over the years, customer needs and tastes have evolved, and new competition has emerged with demand for free standing restaurants, lofts and penthouses, and tourist attractions. With the many venue choices for customers, it is important to understand how to drive business into your venue. And with the impact on GOP, it is important to maximize those revenues generated. READ MORE

Where butler departments are established properly, they enjoy varying degrees of success based on their adherence to the basic purpose of butling: the providing of a discreet service that anticipates guest needs. Failed butler departments are caused by violating a few basics: not selecting proven service professionals for butlers; not training them on the persona, mindset, communication skills, and service skills of the butler in a hospitality setting; launching the butler program without bringing the rest of the employees aboard, so it appears as a threat to their income stream; and trying to cut costs by cutting service, resulting in harried butlers providing an irreducible minimum of service to too many guests. What drives these shortcuts? In my experience, it has been one or more of three distinct impulses.. READ MORE