Hotel Business Review: Week of Apr 25, 2016

Bernard Ellis
  • Technology
  • Hey, You, Get Off of My Cloud!
  • After cautiously testing the cloud computing waters for almost twenty years, the hospitality industry has been diving in head first lately, and for the most part, made nice, controlled entries with minimal splash. And for the majority, the dive was followed by a graceful, controlled float to the top. Others, however, found themselves disoriented, bumping into other swimmers, and gasping for breath. The cloud is indeed like a community pool in many ways, but after reading this article, there’s no reason why you shouldn’t be able to quickly find your lane and swim faster laps than ever. Read on...

Joy  Rothschild
  • Human Resources, Recruitment & Training
  • Retaining and Motivating Millennials as Future Leaders of Our Business
  • High potential talent retention is the thing that keeps me up at night. And nowhere is this a greater challenge than with millennials. I am thrilled when they stay and grow with us, and heartbroken when I have invested in them and they leave. Our industry needs new paradigms to attract, motivate and retain millennials. The expectation that they will manage their careers “the way we did” must be cast aside. Millennials are quickly becoming the foundation of successful companies today surpassing Gen Xers as the largest generation in the U.S. Labor Force according to Pew Research Center. Read on...

Ken Edwards
  • Human Resources, Recruitment & Training
  • Employee Engagement Equals Profitability
  • Hiring and retaining great talent is by far one of the most challenging aspects facing businesses today. Hotel owners or operators know all too well that employee turnover in hospitality is high – and it can cost your property 100-200% of an employee’s total compensation. In fact, the U.S. Bureau for National Affairs estimates employee turnover costs U.S. businesses $11 billion annually. So, what can you do to lessen turnover and keep those dollars flowing through to your bottom line? Focus on employee engagement. Read on...

Steven Ferry
  • Guest Service / Customer Experience Mgmt
  • The Drive to Exceed One's Own Expectations
  • Four- and five-star hotels and resorts around the world number in the hundreds, catering to different markets/publics with different needs and wants. The imperative to make the guest experience so memorable that the guests become repeaters and ambassadors, occupancy runs dizzyingly high and word of mouth sizzles, is one that every new (or existing) General Manager/Managing Director faces; each has a vision, a style of management, a stable of successful actions, and erstwhile colleagues they trust to support their standards and whom they quickly bring in to precipitate success for owners, shareholders, management, staff, and guests alike. Read on...

MAY: Eco-Friendly Practices: Doing Well by Doing Good

Adrian Kurre

When it comes to an exceptional customer experience, it’s not just what you offer, but how, when and why you offer it. Employed thoughtfully and effectively, efforts to drive customer service to new levels become infectious throughout a hotel organization, down to each individual property and team member. Easy to say, harder to execute. To stay on the forefront of providing the ultimate experience for business and leisure travelers takes continuous innovation. Integrating new technology, continuously improving team member training, and striving for targeted and personalized customer interactions remain essential to success now and going forward. Read on...

Sue Garwood

In the hotel industry, excellent service is vital, as customers’ expectations continue to evolve, raising the bar and setting a higher standard. These days, a smile, “please” and “thank you”, just doesn’t cut it. Customers want to have memorable experiences they can walk away with, which is why hotels are implementing new programs to improve and monitor clients’ satisfaction. A good program today should highlight not only the importance of customer care, but also for each employee. Below are key aspects to keep in mind in order to build an outstanding customer satisfaction program. Read on...

Naomi Stark

8,600,000. That is the number of results Google returns in .39 seconds on the search, “how many studies on smiling are there?” Scientists have explored every aspect of smiling. Apparently, it even was used in predicting the life span of baseball players in 1952 – extending the life of those with “beaming smiles” seven years!. Wow. Research studies prove every which way that our brain, our emotions, our body, our children’s development, our stress level, blood pressure - you name it - just about everything is benefited by the all-powerful smile. Read on...

Jim Maguire

We know that guests always expect the absolute most from us. I would ask you before reading this article to think back to the last time you had a great customer service experience. I would bet it started with a warm and friendly smile that made you feel good. How we can win guests over with a service smile is quite simple in theory, not as easy to execute. It starts with a culture, a service smile, the positive actions that follow - I call this service the "Wow Factor" The "Wow" is all about how we make a guest feel when he/she is staying at the hotel. The end goal is to make your guests feel as though you went above and beyond to exceed their wants and needs. Read on...

Coming Up In The June Online Hotel Business Review


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Feature Focus
Sales & Marketing: The Rise of the Millennials
Hotel Sales & Marketing departments have endured massive change in the past few years in terms of how they conduct their business, and there is little evidence to suggest that things will be slowing down anytime soon. Technological advances continue to determine how they research, analyze, plan, engage and ultimately sell to their customers. Though "traditional" marketing is still in the mix, there has been a major shift in focus toward online marketing. First and foremost is an understanding of who their primary audience is and how to market to them. Millennials (those born between 1981-1997) are the fastest growing customer segment in the hospitality industry, and they are expected to represent 50% of all travelers by 2025. With the rise of millennial consumers, sales and marketing efforts will need to be more transparent and tech savvy, with a strong emphasis on empathy and personal customer connection. Social media is essential for this demographic and they expect hotels to engage them accordingly. Other targeted groups include cultural buffs, foodies, LGBT, and multi-generational travelers - all of whom are seeking novel experiences tailored specifically to their interests and needs. Finally the Baby Boomers are still a force to be reckoned with. They are currently the wealthiest generation and are becoming increasingly tech savvy, with 33% of internet users now falling into this demographic. It is imperative that hotels include this generation when it comes to their 2016 digital marketing strategies. The June Hotel Business Review will examine some of these markets and report on what some sales and marketing professionals are doing to address them.