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Michael  Heflin

Mobile technology that was once seen as a high-tech luxury in the years before the pandemic, has now become a necessity in the post-pandemic era. But technological innovation in the hotel industry is only speeding up, with mobility, expanded asset classes, and data-driven personalization combining in the near future to form a hyper-personalized guest experience. READ MORE

Kyle Mais

Even in unprecedented times, Jamaica Inn in Ocho Rios has maintained its high level of service standards for a truly memorable Caribbean vacation experience. This intimate beach resort continues to add new amenities and activities to the guest experience while staying up-to-date with industry trends and health and safety protocols. READ MORE

Audrey Laurent

How does the new pandemic reality shape our future hotel strategy? The hospitality industry continues to adapt to the ever changing world. Maintaining guest satisfaction is crucial now more than ever. Guests are no longer accepting what we could or did do to survive but rather what we can and will deliver now. The answer? Achieving balance-weighing economic efficiencies versus standard changes. READ MORE

Mark Ricketts

While technology keeps nibbling around the edges, it still takes great people to run a hotel. During the past two years we have been challenged as never before by the pandemic as well as shifting guest expectations. With honest and frequent communication and thoughtful leadership, hospitality organizations can make the necessary journey from managing human resources to caring well for guests. READ MORE

Janet Jaiswal

Consumer adoption of new technologies has accelerated greatly for many reasons. Also, the pandemic has brought about significant labor shortages increasing pressure on the hotel industry to adapt to meet rapidly evolving guest expectations. In this article, we discuss how creating omnichannel guest experiences can help hoteliers to innovate and automate operations, as they continue to face new challenges. READ MORE

Katie Davin

Hotel guests want many of the services and amenities that were suspended during the worst of the pandemic, and they also like the convenience of some of the new features that were created during this time. More importantly, guests want choice and control – in wellness options, food and beverage, entertainment, and communication. READ MORE

Lucille Yokell

What's different, you ask? Plenty. Some good .. less waste and guests ready and wanting to travel. Some not so good .. inconsistency and frustration abound by employees and clients alike. Employees say there are not enough staff to cover a shift. Supplies are often not available. Clients cannot reach people, often for days. Everyone is concerned that the hospitality business will not return to what we remember and love. READ MORE

Bonnie Knutson

By calling everyone a hero, are we diluting the specialness of what they do, who they are, and how they help, save, or serve? What about a hotel's front desk receptionists, housekeepers, server, chefs who come in and work a double shift so that the hotel can function? Are they heroes? In this article, Dash, from Pixar's The Incredibles will give you another way of thinking about this question. READ MORE

Robert  O'Halloran

For the lodging industry, effectiveness and efficiency of operations need to be meshed with guest service delivery and the price-value expectations of their guests, including the return of some amenities and service extras that provide guests the experiences they seek. This article will examine current guest service trends during the recovery process including the delivery channels that lodging operators have created. READ MORE

Conor Kenny

If you think the answer to attracting and retaining staff lies in an appreciation day, a small pay rise or celebrating the latest award then you might think again. Technology and a pandemic have changed how people choose their career and what it is that makes them choose you. This article will give you the tools to reboot your strategy and recruit successfully. READ MORE

Dhruv Patel

With changes in policies, frequent restriction updates and unpredictable occupancies - managing the return of guest services and amenities is another challenge that has resulted from the pandemic. Add to that, budget concerns and staffing shortages and the problem solving tasks just get bigger. While all of these issues are our industry's realty, we are still committed to providing our guests with a wonderful experience. How we manage this process has tremendous impact on our successful recovery. READ MORE

Patricia  Olinger

While many hotels responded to the COVID-19 pandemic by temporarily halting certain amenities and services, properties are increasingly reassessing their offerings as travel begins to rebound, especially the leisure sector. Meeting guests' expectations is crucial as independents and chains compete for bookings, repeat business, and positive word of mouth. What will the return to normal look like for guest service? READ MORE

Ken Greger

As occupancy trends move up and the industry begins to recover, guests are seeking more normalized hotel and resort operations, and the related amenities and experiences, but it's not quite as simple as flipping a switch and swinging into action. It's human to be impatient as the battle with COVID continues, but, as this article reveals, the process leading us all to the new normal involves multiple considerations and is still evolving. READ MORE

Ernesto Osuna

Much has been said and written about change across the hospitality industry due to COVID-19 but has that much really changed? Despite the devastation to befall the industry and host of health and safety measures implemented, guests' demand for an exceptional buffet experience, for example, signals their wish for the return of certain guest services that dominated the "old normal". READ MORE

Alexandre Sogno

The pandemic saw guest amenities stripped back as hotels were closed and then reopened only with the greatest of caution. As that caution eases, we look at what hotels are doing to enhance guest services during the transition to more normal operations. Now that we are moving away from the sudden shifts of the past two years, what new practices will hotels adopt? 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.