Hotel Business Review: Week of May 18, 2015

Leora Halpern Lanz
  • Guest Service / Customer Experience Mgmt
  • Hotel CSR: Social Causes and 'Doing Good' Will Remain Integral in Hospitality
  • With the powerful travel influence of the millennial generation as well as the ever-growing needs of today’s geo-traveler, the popularity of corporate social responsibility (CSR) is increasingly important in the arena of hospitality. While various luxury brands and independent resorts have, over the last few years, implemented their own elementary degree of CSR programs (in which employees can partake or even the guest), today we are witnessing hospitality assets implementing interesting programs to further elevate their CSR practices into services or amenities. Hotels and brands need not spend considerable investments to implement wellness and sustainable practices into everyday operations. Read on...

Larry  Mogelonsky
  • Guest Service / Customer Experience Mgmt
  • Guest Service Perfection Through Team Actualization
  • As a pillar of any hotel operation, guest service requires constant attention to ensure that its delivery exceeds current guest expectations. At its core, though, guest service comes down to your staff and the willingness of each team member to deliver his or her very best in all work duties. The proper intrinsic motivations are required to attain his level of perfection. In order to promote a corporate culture with this mentality, hoteliers must appeal to each employee’s sense of actualization and their internal need to derive personal success from helping guests in whichever way is required. Read on...

Paul Johns
  • Guest Service / Customer Experience Mgmt
  • How the Hotel Industry Is Embracing Social Customer Service
  • As social customer service matures to become one of the main customer service channels guests are using today, engaging with customers on social media is a main priority for companies in the hotel industry. As hotels are becoming more and more innovative in terms of technology and mobile access, guests now turn to channels like Facebook and Twitter first when complaining in real time, about a travel and lodging issue. Below outlines how hotels can maximize the benefits of social customer service, as they show guests that customer engagement and guest experience is their number one priority. Read on...

Rebecca  Hawkins
  • Eco-Friendly Practices
  • Hotel Sustainability: Measuring What You Value, Valuing What You Measure
  • For many hotel businesses, measurement of energy, waste and water is a hit and miss affair. Those businesses that have developed effective procedures to ‘hit’ the resource measurement button have found that they can use their knowledge of resource consumption patterns to drive impressive cost and environmental savings. Those that have ‘missed’ have found their organizations mired in targets that cannot be met, staff who are not motivated and customers who are unconvinced by claims of sustainable practice. Read on...

MAY: Hotel Sustainable Development: Responsible Decision-Making for the Near and Long-term

Bill Meade

Until recently, Indonesian hotels lacked the ability to measure their energy performance. With funding from the U.S. Agency for International Development, Tetra Tech designed and implemented a pilot program for 30 hotels in three destination: Jakarta, Jogjakarta and Bali. The program consisted of an energy benchmarking tool, energy intensity indices, energy assessments of the hotel facilities, energy monitoring software program, training for hotel engineers, and a guidebook for energy management linked to national “green hotel awards”. This article provides an overview of the approach taken, the results of the pilot program, and the expectations for Indonesian hotels to embrace energy efficiency Read on...

Faith Taylor

The “Internet of Everything” is the networked connection of people, data, processes and things. Twenty years ago, how broadly the internet would change our lives and grow in ubiquity was unimagined. Today, our connection to each other via the internet is fundamental to how we interact and how we run our businesses. For example, currently the majority of customers in the hospitality industry use the internet to research and/or book their stays - whether it is for hotels, timeshares or short-term rentals. Many people base their decisions on feedback and reviews found on major Online Travel Agency (OTA) sites with hundreds of million unique users every month. Read on...

Tedd Saunders

Even if one occasionally played hooky, all of us remember the so-called “three R’s” from our school days: Reading, wRiting and aRithmetic. For the past 25 years, businesspeople aiming to create the most efficient, cost effective and profitable operations focused on another three R’s: Reduce, Reuse and Recycle. Now that socially responsible business practices have gone so mainstream, a new threesome sums up the opportunities we face in this new age. Namely, reducing Risk, increasing Revenue and enhancing Reputation. And what business leader would not wish those three benefits for (and from) their company? Read on...

Suzanne  Owens

Welcoming the new generation of touch control cooktops into hospitality offers a consolidated solution for en-suite cooking that is cost-effective, eco-friendly and safety enhanced; and while the initial equipment costs are higher; the measureable savings to operating expenses coupled with intangible benefits to safety and sustainability net a win-win value-added proposition. Read on...

Coming Up In The June Online Hotel Business Review

Feature Focus
Hotel Sales & Marketing: The Shift to Digital is Leading the Way
Hotel Sales & Marketing departments have been dramatically transformed in recent years. Advances in technology have prompted changes in consumer buying habits, and these professionals have had to adapt to keep up. Like so many other facets in the industry, the shift to digital is leading the way. An established online presence provides marketing professionals with more direct interaction with their guests; the capacity to collect more detailed information about them; and an increased ability to share their brand stories. These endeavors can be accomplished through website usage but increasingly, social media is assuming a larger role in the digital mix. Social media has moved marketing into a new era. Hotels that offer a good product, at a good value, and consistently deliver that product and price, will benefit from thousands of people who view positive comments on travel review sites. Online reviews continue to be a popular way for users to determine which companies they can trust. And though online marketing may have changed how professionals connect with and convert customers, they still need to focus on traditional marketing channels as well - ones that are cost-effective; protect price integrity; and which generate the most bookings. Some of the larger chains are employing efforts that feature both a top down (global) and bottom up (local) approach to ensure that new business is generated from the greatest number of sources. These include the use of loyalty programs, monthly e-mail newsletters, brand identity tools, advertising campaigns tailored to specific regions, regional marketing co-op programs, and business-to-business marketing campaigns. The November Hotel Business Review will examine some of these critical issues and explore what some sales and marketing professionals are doing to address them.