Through customer reviews and social media chatter, hotels have online reputations. While many owners and managers view this as a hassle, guest input is actually a gold mine, both for fixing service issues and learning about potential product additions that can provide new revenue streams. Hotels that address problems customers raise in cyberspace also outperform those that don't. We offer a guide to turning clientele comments into better service.This article will examine how managers should deal with online feedback, both positive and negative, and will look at how they can turn constructive criticism into better guest service. READ MORE

Stagecraft is an indispensable part of the statecraft hotel executives perform in a variety of venues, before a variety of attendees, on behalf of a variety of issues. For that presentation to be a success, there must a distinctive look and feel that captures the essence of what a specific hotel represents; there must be an exclusive design, and a physical expression of the same, that is breathtaking in its use of color, lighting, set pieces and other materials. Achieving that goal is a collaborative effort between a hotel executive and the experts responsible for this project. Honoring that mission is an absolute priority. READ MORE

Revenue and risk management systems operate as part of a network much like the human body's nervous system. They're both part of a larger ecosystem delivering vital signals to an information center. Revenue management systems operate best when working in concert in an environment comprised of integrated, complementary processes answering to a central hub. An effective revenue manager (and management system) is essential for any hotel. READ MORE

The revenue management landscape has become more complex, requiring a strategic road map that navigates a property or organization through a journey meeting the horizon of optimal profit levels. How should a hotel company support these initiatives and nurture an authentic culture? Which stakeholders should be involved in the process and where should they expect all of the needed tools and resources to deploy effectively? As costs of distribution, acquisition, talent retention and costs per occupied room continue to escalate, what does a hospitality executive or asset owner need to perform in total revenue management to deliver a solid POGR (profit per occupied room) and deliver holistic performance objectives? READ MORE

At its inception, Revenue Management (RM) was a management science that created techniques which applied micro-economic theories. These micro-economic theories were implemented using advanced predictive analytics and robust optimization, that defined and optimized the availability and pricing of inventory. These economic theories created many slightly differentiated “products” for a company from their inventory. I believe RM is a true and noble management science that has become corrupted by predatory and baseless sales and booking rules that companies are masquerading as RM. To explain my position, we need to share some common vocabulary and understandings of the theories and implementations of RM. READ MORE