In this era of “big data” revenue managers have access to more data than ever before. However, before rushing to add yet another data source into the mix, revenue managers need to critically evaluate its capacity to provide incremental value over and above existing data sources. They also need to need to carefully consider the level at which to leverage that data source, whether for tactical pricing decisions, or as a support for more strategic revenue management-related decisions. In this article, I take a look at some of the new data sources that are receiving attention in the hotel industry, and use them to demonstrate that “more” may not always be better. READ MORE

As our world becomes more and more connected, the terms used to describe “Cloud-Based” computing seem to blur into abstraction. In this article, I'll clarify the terms "Cloud computing" versus "Software as a Service," often referred to as SaaS. In some ways, it's like describing two sides of the same coin. However, there are some clear distinctions, along with risks and rewards, to keep in mind. So… what is the difference between Cloud Computing and SaaS? Is there a difference? READ MORE

Information is the currency of all organizations. How you handle access to that information within your organization is what determines if you are an innovative leader in your industry or simply another member. Initiating a Revenue Management culture that provides free-flowing information across departmental lines is the key. Data, information and knowledge can no longer be kept isolated by department and used on a “need to know” basis. Marketing, Sales, Operations, Guest Services…all elements of hospitality are tied together and Revenue Management can work with all departments to better guide the organization through the ever changing competitive landscape. READ MORE

Employees can make or break businesses in the service industry. While customer service oriented employees create a luxurious experience at a lesser establishment, employees that don't prioritize customer service can ruin a guest's experience even at the most finely-appointed hotel. However, managers and supervisors cannot always be present to recognize and reward desirable service practices, nor can they always be present identify and correct poor practices. With so many points of customer and employee interaction, surveillance is one of the most effective methods to safeguard employee safety and integrity, review employee performance, identify training points, and document “HR issues.” Of course, too much of a good thing can be a problem. Employers must understand the difference between valid surveillance and illegal intrusions on privacy rights before taking advantage of video/audio recordings. This article aims to help employers stay on the right side of that fence. READ MORE

Are you implementing a social media strategy or building a social business? 2013 was viewed as the year where a sense of data and integration with digital and mobile efforts were supreme. Yet, only 34% of social strategists and executives said their social strategy was connected to business outcomes. Research has shown that there are clear differences between companies that are implementing a social media strategy and those that are building a social business. Many in the hospitality industry are focused on the former. Yet, we should all be striving to develop a social business strategy that integrates social technologies into business values and goals in order to create value for customers and build long-term relationships with them. READ MORE