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JUNEGuest Service: A Culture of YES

Monday June 18, 2018
Mary Gendron

Forming Lasting Connections: Transforming Your Hotel Brand Into A Friend

The plethora of hotel brands and sub-brands, combined with a proliferation of independent properties, challenges hoteliers to effectively reach target audiences. This article suggests ways to identify and connect with guests on a personal level, transforming them not only into customers but brand ambassadors. Offering singular, signature experiences based in a philosophy that positions the hotel as a true friend captures the imagination of travelers, drawing them in, and bringing them back again and again. Based on nine scientifically proven drivers of friendship, this article provides examples of hotels that are doing it right, serving as an inspiration to others.
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TRENDING THIS WEEK
Michael Hess

Five Common Hotel Waste Industry Myths Debunked

When handling waste and recycling management, many hotel executives have likely come to realize that there are a lot of misconceptions out there about how to handle trash and recycling in the hospitality industry. The truth is, it can be difficult to determine what's fact and what's fiction. So, we wanted to set the record straight by addressing some of the common waste myths and misconceptions taking up precious, unwanted space between hotel owner and operators' ears – and provide hotel executives with the real truths that lie behind them.

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DAILY HEADLINES - Monday Jun 18, 2018
Business & Finance
W Hotels Returning to Sydney in 2020 Through Deal With Grocon
Business & Finance
Radisson Hotel Group Plans Q3 2018 Launch of Radisson Ningbo Beilunin Port City of Ningbo, Zhejiang Province
Hotel Openings & Acquisitions
Paramount Lodging Advisors Team Sells Hampton Inn in Victoria, TX
Appointments & Promotions
INNSIDE by Meliá New York Appoints Randy Taormina as Managing Director
Appointments & Promotions
New Omni Boston Hotel at the Seaport Appoints Sean Reardon as Director of Sales and Marketing
Appointments & Promotions
Cambria New Orleans Downtown Warehouse District Taps Gabe Roth as New Director of Food & Beverage
Hotel Openings & Acquisitions
Owned by 263 Hotel Group and Managed by Prestige Hotel Group, Courtyard by Marriott Wayne Fairfield Opens in New Jersey
Appointments & Promotions
Lansdowne Resort and Spa Appoints Joel Paige as Managing Director
Hotel Openings & Acquisitions
Baywood Hotels Opens 147-Room Fairfield Inn & Suites by Marriott in Alexandria, Virginia
Hotel Openings & Acquisitions
Bay Gardens Resorts Acquires Palm Haven Hotel to Be Rebranded as Bay Gardens Marina Haven
Hotel Openings & Acquisitions
Hotel Capital Acquires The Tremont Chicago Hotel at Magnificent Mile and Mike Ditka’s Restaurant
Business & Finance
Six Senses Hotels Resorts Spas, Together with Gremi International S.a.r.l., to Develop First South American Project
Hotel Openings & Acquisitions
Hospitality America Set to Open Residence Inn by Marriott in Greenville, South Carolina
Hotel Openings & Acquisitions
Canopy by Hilton Unveils "First Look" of Its Inaugural Property in Texas
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More from our online Library Archives...
S. Lakshmi Narasimhan

Hotel Revenues: Banquet Operations Vs Real Estate Space

Almost every banquet operation in recent times in its key performance indicators carries out a measurement of revenue and profit per square foot of banquet space. Why is this? Given that highest and best use has become the primary motivation for managing an asset including banquet spaces, the metrics for measuring performance have also shifted dramatically. No more, is it just revenue dollars less cost dollars resulting in a profit. It is now a matter of leveraging every square foot of space and its worth to earn revenues and profits. You could say that the owners and stake holders are now looking at every foot of space for returns.
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Shayne Paddock

Authentic Personalized Guest Engagement in an Automated World

In the past year I've traveled to New York City on several business trips usually staying at the same hotel every time. I did that in part to learn how the hotel would interact with me on each repeat stay. Would they treat me differently? Would they recognize me on my fourth stay? Would they remember my name? Each time the reservation staff warmly greeted me but always asked “Have you stayed with us before”. Upon arriving in my room there would always be a hand written letter from the GM welcoming me to the hotel.
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Jonathan Wilson

Hotels Would be Wise to Meet Consumer Demands for More Casual Dining

Consumer dining preferences are shifting and becoming much more casual at hotels across all segments of the industry, from grab-and-go and in-restaurant offerings at suite brands to fine dining options at luxury properties. This change has created a void in the hotel industry for welcoming, casual dining experiences. You might think a large property that offers breakfast, lunch, dinner and room service has everything covered. But the new reality is that many guests now prefer to eat with friends and family in a more casual, social environment. In addition, independent travelers - who typically want to eat by themselves -also want to be surrounded by other people.
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May 2019:
Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.


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