Sales & Marketing
Kevin   Fliess
  • Sales & Marketing
  • Winning Group Business in the Age of Millennial Event Planners
  • Hotels have spent the last decade trying to come to terms with a changing technology landscape that upended not only their sales and marketing strategies, but their operational processes, too. Now they face an even greater shift - one that will change their sales and marketing culture for years to come - the rise of the Millennial generation, and with that, the emergence of Millennial meeting and event planners. In parallel with a rapid increase in Millennial leisure travelers, this new generation of young adults increasingly comprises the largest age group attending meetings & events, which are very often planned by a Millennial. Read on...

Dorothy Dowling
  • Sales & Marketing
  • Innovation in Marketing to Millennials
  • Today’s millennial traveler is dominating the way that hospitality marketing professionals showcase their products to the consumer. Many of the changes and innovations being seen in the hospitality industry today feature a distinct focus on the millennial. And it’s no wonder – millennials comprise a vast segment of the traveling public and it’s expected that they will continue to use their discretionary income on travel experiences in the coming years. Best Western Hotels & Resorts is not unlike others in this regard, and we have implemented several strategies to ensure we are evaluating the evolving needs of millennials. Read on...

Erich Zuri
  • Sales & Marketing
  • Going Beyond "Table & Chairs" to Innovation
  • In under a decade 50% of all travelers will be between the ages of 44 and 28. Travel for meetings, conferences, and knowledge sharing will undoubtedly play a role. Millennials will also be front and center in planning and hosting business gatherings, and Gen X and Boomers will also continue to be strongly in the mix. This generational mash-up, and the intersecting meteoric rise in technology, poses new and interesting challenges and opportunities for marketing hotels globally. Hotels need to create forward looking, fresh ways to engage with planners -- especially online -- tipping tradition on its head and straddling generations more creatively. Read on...

Jon Conching
  • Sales & Marketing
  • Marketing to Millennial Family Travelers and Gaining Loyalty
  • While the millennial traveler is a relatively new demographic, these Gen Y travelers are becoming increasingly important for resort marketers to target in order to gain enduring brand loyalty and consumer trust. They make up a quickly-growing demographic seeking thoughtfully-curated leisure and business experiences and use various mediums to research and finalize travel-related purchases. According to Pew Research, millennials represent the largest generation of consumers today, totaling 75.4 million, surpassing the 74.9 million Baby Boomers. Within this group of consumers, is the millennial family traveler – individuals or couples with children who are looking for travel experiences that fit their wants and needs as a family unit. Read on...

John  Kraft
  • Sales & Marketing
  • Best Practices for Employers Steering Through the Social Media Landscape
  • A 2012 survey by SilkRoad Technology revealed that some 75 percent of employees use social media on the job, and that 60 percent do so multiple times a day. Of those surveyed, 49 percent said they use social media to connect with coworkers and 44 percent said they use social media to connect with customers. Yet, only 23 percent of employees had received a social media policy from their employers, and only 7 percent had received social media training. Clearly, employers are not communicating with their employees their preferences about using social media. But not addressing social media issues can be as bad as encouraging them. Read on...

Maja Derviskadic
  • Sales & Marketing
  • Sell a Lifestyle, Not Just a Room
  • Millennial’s may look to OTAs and Airbnb when they just want to book a room, but they’re flocking to social media to build robust itineraries that will be the envy of all their friends. Savvy marketers know that winning over this generation is about immersive experiences that sell the property and destination vs. a package or special room rate. Now is the time to pay attention to emerging platforms on the rise like Snapchat, Periscope and Facebook Live Stream, which can take audiences on a visual journey from the lobby to the bar and behind-the-scenes in 60 seconds or less. Read on...

Megan Paquin
  • Sales & Marketing
  • Local Culture and the Millennial Traveler
  • Millennial travelers crave connections to local culture. Large convention hotels and boutique resorts alike are challenged to offer the authentic, memorable experiences travelers in this influential demographic demand. But, rather than compete with local artisans and tastemakers, hoteliers can boost their bottom line with collaborative initiatives. Along with local influencers, curating native experiences within the hotel can increase incremental revenue and drive repeat business. Locally sourced food and beverage options have become a standard in most hotels. Some hotel restaurants even boast ingredients sourced from their own on-site farms, gardens or breweries. Yet, millennial travelers trend toward dining experiences outside of the hotel for a true taste of the destination. Read on...

Dave Spector
  • Sales & Marketing
  • The Danger of Trying Too Hard to be Hip With Millennials
  • Every generation and demographic has seen its share of gimmicky marketing and cringe-worthy advertising. Millennials are no different. With all the attention millennials have received as the current ‘it’ demographic, hotel brands are being challenged to come up with brilliant campaigns that they can relate to. In this push for creativity, some brands go overboard by jumping on the latest slang, trend, social media platform, or celebrity du jour, with the brand coming off as desperate as a result. While we can all admire a brand that will bend over backwards to sell to the world’s largest consumer group, they can end up doing the one thing that Gen Y hates the most: Trying too hard. Read on...

Ginny Morrison
  • Sales & Marketing
  • Shifting the Paradigm for Millennial Leadership
  • As the labeled ‘millennial generation’ continues its ascent up the corporate ladder and young employees take the helm in management positions, Spire Hospitality - one of the nation’s leading and most respected hotel management companies – shares how its leadership is hearing the needs and desires of this particular peer group to identify and provide tools to function in the manner in which these young professionals expect. With this age sector of sales employees continuing to expand as vice president of sales and marketing, I have been chosen to lead the team to discover cutting edge research, create new programs and rollout concepts in 2016. Read on...

Jos Schaap
  • Sales & Marketing
  • Mobility and the Future of the Front Desk
  • Technology is having a huge impact on how guest preferences are formed, expressed, and received by hotels. The impact of mobility is profound, along with the centrality of guest choice. While technology has evolved, innovation at the front desk has not kept pace. This study examines the forces leading the industry to this point – and proposes some solutions. Should your hotel’s guest check in be more like the guest experience at an Apple Store? What would this look like, and would it be a good thing – for you, your ability to manage your property, and above all, for your guests? The concept is not as farfetched as it seems. Read on...

Keith Chouinard
  • Sales & Marketing
  • The Importance of Local Partnerships
  • Connected. Conscientious. Curious. Simple, but accurate, these three words sum up the common core of traits Millennials bring to a travel experience. The named generation, defined as those born between 1980 and 1997, range from young adults about to graduate from college to 30-somethings juggling career and family in pursuit of that elusive sweet spot known as life-work balance. While they may be at different stages in their life journeys, research shows Millennials have a keen interest in travel experiences that connect them to their destination. A recent article in G Brief, a digital magazine published by Urbaneer Creative [], a creative consultancy for businesses Read on...

Kevin Richards
  • Sales & Marketing
  • Welcoming a New Generation of Road Warriors
  • By the year 2020, millenials will comprise over 50 percent of the U.S. population and they are poised to overtake previous generations in their zest for business travel. According to research conducted by the Global Business Travel Association (GBTA) millenials are nearly twice as likely to want to travel for business then baby boomers (45 percent to 26 percent, respectively). In addition, a strong majority of millennials, 57 percent, say technology can never replace face-to-face business meetings. So ready or not, here come the millennials, the next generation of road warriors, packing their smart devices and looking for b-leisure, Read on...

Walter Isenberg
  • Sales & Marketing
  • Creating the Experience for the New Traveler
  • It’s not just the baby boomers and it’s not just the millennials, it’s everybody. Over the past few years the travel experience has changed across the board. Heads in beds is the cherry on the top but it’s no longer the goal, and that’s because our guest wants more, and we want more for them. This is the “new traveler” they are the young business professional by day, silent-disco seeker by night and they are the older tourist with a camera who still needs full strength wifi for all of their devices. The lines are starting to blur but there is one constant. Read on...

Bruce  Seigel
  • Sales & Marketing
  • How to Navigate Your Ship in a Generationally Diverse Cosmos
  • As is often our responsibility to inspire the next generation of hoteliers, I recently participated in a career fair at a local college. It is without saying that, as hotel executives, our schedules are rarely flexible; but I felt the opportunity was worthy. So rather than excuse myself with a polite apology and blame my regrets on a busy schedule, I accepted the honor because I knew the day would take me on a trip into a galaxy filled with new life forms: Millennials, a target market many say is essential to the travel industry’s future. Read on...

Junvi Ola
  • Sales & Marketing
  • Marketing Ploys That Millennials Don't Fall For
  • It’s no secret that millennial travelers, such as myself, are leery of traditional marketing and find it inauthentic. Conventional advertising and hotel marketing, as we used to know it, are one of the many victims being demolished by Gen Y’s aversion to old-school ways of doing things. It’s now up to hotel brands to throw away some of their worn-down marketing practices and instead act as visionaries in their own industry, creating genuine and remarkable marketing avenues and experiences that excite, intrigue and engage millennial travelers. So, farewell to in-your-face hotel ads. Adios, one-way marketing messages. Read on...

OCTOBER: Revenue Management: Technology and Big Data

Gary Isenberg

Hotel room night inventory is the hotel industry’s most precious commodity. Hotel revenue management has evolved into a complex and fragmented process. Today’s onsite revenue manager is influenced greatly by four competing forces, each armed with their own set of revenue goals and objectives -- as if there are virtually four individual revenue managers, each with its own distinct interests. So many divergent purposes oftentimes leading to conflicts that, if left unchecked, can significantly damper hotel revenues and profits. Read on...

Jon Higbie

For years, hotels have housed their Revenue Management systems on their premises. This was possible because data sets were huge but manageable, and required large but not overwhelming amounts of computing power. However, these on-premise systems are a thing of the past. In the era of Big Data, the cost of building and maintaining an extensive computing infrastructure is incredibly expensive. The solution – cloud computing. The cloud allows hotels to create innovative Revenue Management applications that deliver revenue uplift and customized guest experiences. Without the cloud, hotels risk remaining handcuffed to their current Revenue Management solutions – and falling behind competitors. Read on...

Jenna Smith

You do not have to be a hospitality professional to recognize the influx and impact of new technologies in the hotel industry. Guests are becoming familiar with using virtual room keys on their smartphones to check in, and online resources like review sites and online travel agencies (OTAs) continue to shape the way consumers make decisions and book rooms. Behind the scenes, sales and marketing professionals are using new tools to communicate with guests, enhance operational efficiencies, and improve service by addressing guests’ needs and solving problems quickly and with a minimum of disruption. Read on...

Yatish Nathraj

Technology is becoming an ever more growing part of the hospitality industry and it has helped us increase efficiency for guest check-inn, simplified the night audit process and now has the opportunity to increase our revenue production. These systems need hands on calibration to ensure they are optimized for your operations. As a manager you need to understand how these systems work and what kind of return on investment your business is getting. Although some of these systems maybe mistaken as a “set it and forget it” product, these highly sophisticated tools need local expert like you and your team to analysis the data it gives you and input new data requirements. Read on...

Coming Up In The November Online Hotel Business Review

Feature Focus
Architecture & Design: Authentic, Interactive and Immersive
If there is one dominant trend in the field of hotel architecture and design, it’s that travelers are demanding authentic, immersive and interactive experiences. This is especially true for Millennials but Baby Boomers are seeking out meaningful experiences as well. As a result, the development of immersive travel experiences - winery resorts, culinary resorts, resorts geared toward specific sports enthusiasts - will continue to expand. Another kind of immersive experience is an urban resort – one that provides all the elements you'd expect in a luxury resort, but urbanized. The urban resort hotel is designed as a staging area where the city itself provides all the amenities, and the hotel functions as a kind of sophisticated concierge service. Another trend is a re-thinking of the hotel lobby, which has evolved into an active social hub with flexible spaces for work and play, featuring cafe?s, bars, libraries, computer stations, game rooms, and more. The goal is to make this area as interactive as possible and to bring people together, making the space less of a traditional hotel lobby and more of a contemporary gathering place. This emphasis on the lobby has also had an associated effect on the size of hotel rooms – they are getting smaller. Since most activities are designed to take place in the lobby, there is less time spent in rooms which justifies their smaller design. Finally, the wellness and ecology movements are also having a major impact on design. The industry is actively adopting standards so that new structures are not only environmentally sustainable, but also promote optimum health and well- being for the travelers who will inhabit them. These are a few of the current trends in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.