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APRIL FOCUS Guest Service: First Impressions Matter |
Thursday April 9, 2020 |
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The Tech Trap... and How Hoteliers Can Refocus on the Spirit of Great Hospitality
By Chris Green, Chief Commercial Officer, Chesapeake Hospitality
This is an exciting time for the hotel industry. In an increasingly digital world hotel owners and operators have access to a vast and constantly expanding array of new tools and new technologies that allow them to operate more efficiently and cost-effectively, optimize their marketing and revenue management efforts, and provide their guests with appealing new services and conveniences. They also now have the mechanism to manage and leverage that data, with AI-driven software solutions that can identify hidden patterns and connections.
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| TRENDING THIS WEEK |
The 2020 Hotel Technology Trends That You Should Care About
By Stuart Butler, Chief Operating Officer, Fuel Travel
You've probably read a bunch of 2020 trend articles already. How many of them contained the same trends you've been hearing about for five years, and how many of them left you scratching your head trying to figure out what impact the trends were going to make in your everyday life? In this article, I discuss Google's domination, the demand for mobile apps, tangible applications for artificial intelligence, and the changing landscape of technology providers. I offer specific examples of how these trends will be impactful to your business and round everything out by providing advice that should protect you from the trends of 2020 and beyond.
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Tech and Hotels Working Together can Overcome and Build a Brighter Future
By Pedro Colaco, President & CEO, GuestCentric Systems
"We are in uncharted territory, but we also know that this crisis will pass. The hospitality industry has weathered many a storm and will continue to do so. We are a resilient, imaginative and eminently human industry and by working together and acting swiftly, we can plan successfully for the upturn," writes Pedro Colaco, CEO and Founder of Guestcentric Systems. In this article, he shares how Guestcentric is working closely with the hospitality industry and tech leaders to build for a brighter future, launching the non-profit Rooms Against Covid to support relocated healthcare professionals as they tackle the crisis head-on.
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| COVID-19 UPDATE: Hotel Newswire is providing free news distribution and coverage for the Hotel Industry. CLICK HERE
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DAILY HEADLINES - Thursday Apr 9, 2020 |
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More from our online Library Archives... |
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Guests Aren't Always Right, But They Are Always Guests
By Frederick Cerrone, President & CEO, Hotel Equities
Fred Cerrone has celebrated 50 years in the hospitality industry. His genuine love of people drew him to a business that thrives on guest service. Over five decades, it's hard to calculate the number of guests his career has touched. When he founded his own firm, he developed a set of Value Statements as guidelines for the firm's associates. In this article, he shares how three of those statements impact the treatment of guests. Acknowledging that guests are human and aren't always right, he points out that they must always be treated as guests!
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A Sense of Purpose: The Key to inspiring Superior Customer Service Quality
By Steve Curtin, Founder, Steve Curtin LLC
The story and characters that follow may be fiction but the performance improvement principles shared are very real. Too many managers define the totality of their employees’ job roles strictly in terms of job function: possessing adequate job knowledge and demonstrating sufficient job skills. And success is determined by whether or not employees are capable of consistently executing assigned transactions. But little time or attention is paid to employees’ job essence: their purpose – their highest priority - at work. Too often, employees are assigned routine tasks to work on, rather than an inspiring purpose to work toward.
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Quasi-Service Hotels Carving Out a New Niche
By Robert Habeeb, President & Chief Executive Officer, First Hospitality Group, Inc.
There are growing numbers of quasi-service hotels that are carving out a new niche between select-service and full-service properties. Select-service hotels have been a hot hotel industry segment for several years now. From new concepts to new developments, it has established itself as a clear front-runner in the hotel category horse race. That being said, a recent uptick in full service hotel development clearly shows that segment remains vibrant, as well. The interesting piece of all of this is not so much what is happening, as it is why it is happening. What factors are behind the rise of the quasi-service hotel trend we're seeing?
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Coming up in May 2020... |
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Eco-Friendly Practices: Creative Innovation |
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Being eco-friendly is no longer a fad. It is an urgent planetary need and hotels are actively doing their part to reduce their carbon footprint by implementing sustainable, green practices. In addition to the goodwill derived from doing the right thing, hotels are also realizing the benefits to their business. A large percentage of Millennials expect hotels to be eco-friendly and will only patronize those properties that are proudly conforming. Consequently, more hotels are realizing that sustainability is a key element in a successful branding strategy. In addition, going green can lead to a more profitable bottom line, as savings on electricity, water and cleaning materials can add up. Also, there are other advantages that come with being an eco-friendly business, such as government subsidies and tax and loan incentives. As a result, many hotels are finding innovative ways to integrate eco-friendly practices into their business. Geo-thermal energy systems, along with energy-from-waste systems, are being used to heat and cool the property. Passive solar panels, green roofs, natural lighting and natural ventilation strategies also assist in energy conservation. Low-flow water systems and plumbing fixtures make a contribution, as does eco-friendly hardwood flooring, and energy efficient televisions and appliances throughout the property. In addition, some hotels have implemented in-room recycling programs, and only provide all-natural, personal care items. One hotel has actually constructed a bee-keeping operation on their grounds. Not only is this good for the bees but the hotel also produces products from the operation which they sell. This kind of creative innovation also holds enormous appeal to guests. 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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