Eco-Friendly Practices
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...

Bill Meade
  • Eco-Friendly Practices
  • Introducing Tools for Energy Sustainability in Indonesian Hotels
  • 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
  • Eco-Friendly Practices
  • Building Trust Through Transparency and Corporate Social Responsibility Reporting in the Hospitality Industry
  • 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
  • Eco-Friendly Practices
  • The Three New R's of Success
  • 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
  • Eco-Friendly Practices
  • Cooking Up Sustainable Appliances
  • 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...

Kevin T.  Carter
  • Eco-Friendly Practices
  • The Sustainable Staff
  • In hospitality we learn, through training and experience, that nothing is more important than the guests, and quite right we are. So how then, do we teach our staff to broaden their perspectives and think about sustainability without compromising our primary mission – serving our guests? At Airlie we have discovered that the key is to foster an environment where sustainability goals are fully integrated with the overall operational strategy, thus incentivizing employees to embrace ‘green’ activities as key functions that create value for guests, while strengthening our business and our community. Read on...

Don  Shindle
  • Eco-Friendly Practices
  • How Sustainability Wins Repeat Business
  • Sustainability enables us to live in the present without compromising the ability of future generations to meet their needs. Ecological concerns, such as water resource management and energy efficiencies and living a greener lifestyle continue to be top of mind for businesses and consumers. Customer loyalty and repeat business is integral to any business. A majority of hotel properties have implemented sustainability programs to reduce water, greenhouse gas emissions, waste and energy used in daily operations. Read on...

Brigitta Witt
  • Eco-Friendly Practices
  • Measuring What Matters: How Sustainability Metrics Can Drive Progress
  • The message from customers to hospitality companies is clear: checking the box on sustainability isn’t enough. Actionable targets and a focused approach to measurement are critical to demonstrating progress and informing substantive changes to help create a better business. But setting goals and benchmarking progress can be challenging. Not long ago, Hyatt took a step back to review its environmental stewardship platform to better align with our business impacts, refreshing legacy goals and setting new targets for the year 2020. The process underscored several best practices related to measuring what matters when it comes to sustainability. Read on...

Todd  McKeown
  • Eco-Friendly Practices
  • Clearing the Air on Air Conditioning Maintenance
  • Upon arriving in their hotel room, a guest drops their bags and notices the room feels stuffy. They crank up the air conditioner (A/C) and leave, only to find the temperature hasn’t changed much upon their return. When they try adjusting the temperature again, the A/C unit begins making noise as it struggles to push out cooler air. The room never reached the guest’s desired temperature and they had to listen to the loud noise coming from the unit all night. Moral of the story? The hotel could have saved itself a negative review and hundreds in energy savings if it had properly maintained the A/C unit. Read on...

Carl Kish
  • Eco-Friendly Practices
  • Turtle Bay Resort’s Best Practices in Sustainability
  • As the only hotel on Oahu’s Fabled North Shore, Turtle Bay Resort takes its role in preserving and enhancing the North Shore’s rich Hawaiian culture, surfing heritage, and fragile ecosystems very seriously. Since 2010, the resort has been transformed under the leadership of Replay Resorts and has significantly raised the bar in terms of sustainability best practices by introducing two conservation easements totalling 1,134 acres, green roof installations, rooftop solar panels, and integrating authentic Hawaiian culture into every facet of the operation. Read on...

Eric Ricaurte
  • Eco-Friendly Practices
  • Sustainability KPIs: Now Part of the Discussion
  • Sustainability is becoming embedded in performance measurement as standard key performance indicators (KPIs) and is transitioning from a best practice to a cost-of-doing business by customers and investors, and even being mandated by regulators. What are sustainability KPIs? Though sustainability KPIs cover a wide scope and may not be fully understood within the industry yet, the language is quickly changing. Just because some facet of performance is difficult to understand doesn’t mean we don’t still place significant value on it. Take “guest satisfaction” or “brand value” as two prime examples of difficult to measure, yet extremely significant KPIs. As such, a few key items for performance measurement clearly emerged under the sustainability umbrella for hotels—energy, water, waste and GHG emissions. KPIs around these four items can and are used to evaluate the performance of a hotel. Sustainability is becoming embedded in performance measurement as standard key performance indicators (KPIs) and is transitioning from a best practice to a cost-of-doing business by customers and investors, and even being mandated by regulators. Read on...

Glenn Hasek
  • Eco-Friendly Practices
  • Solar Installations Becoming Larger, More Frequent in U.S. Lodging Industry
  • NATIONAL REPORT — According to the latest “Energy Infrastructure Update” report from the Federal Energy Regulatory Commission’s Office of Energy Projects, solar power provided 20.4 percent of new electrical generation brought into service in the United States during 2014. Solar now accounts for about 1 percent of total installed operating electricity generating capacity in the U.S. According to Sun First Solar, the amount of electricity generated by solar systems has tripled in the U.S. in the last three years. The amount of solar power produced today is enough to power 3.6 million homes. A primary driver of increasing interest in solar is cost. Costs for solar panels are down 50 percent from where they were five years ago. Read on...

JoAnna Abrams
  • Eco-Friendly Practices
  • Purchasing-What’s Next in Hotel Sustainability
  • The hotel industry has made great strides in sustainability, achieving cost savings and, according to a recent study by Cornell University, revenue benefits. Whether referencing the LEED rating system, greenhouse gas emission reduction and energy efficiency, water conservation or recycling, there is a key group directly responsible for the industry’s progress--suppliers. This same group is the next area of sustainability focus. Increasingly, investors, NGOs, customers and guests are demanding greater disclosure of an organization’s supply chain performance. Why? The impacts of climate change and access to information have created new risks for global organizations tied directly to their suppliers. Read on...

Bruce  Collins
Ayrlea A Manchester
  • Eco-Friendly Practices
  • Going Green with Mutually Beneficial Programs
  • : It is no big secret that ‘going green’ and sustainable practices within the hotel and lodging industry are slowly becoming more appealing and are now often a determining factor for travelers when they are selecting accommodation. In this day and age, acquiring a reputation for being an eradicator of the environment can truly be your demise. Hotels operating with green initiatives in place are on the right track and can undoubtedly have an advantage over their competitors. There are great social and economic benefits to be gained by implementing green initiatives, as well as the obvious benefits to the environment. These green programs, when applied and practiced correctly can be mutually beneficial and quite lucrative. Read on...

MARCH: Human Resources: Inspiring a Journey of Success

Sandy Asch

Baby boomers, Gen Xers, and especially Millennials, who now make up more than 50 percent of the workforce, want a sense of purpose at work. It’s clear that today’s workforce is increasingly concerned with doing good. People are tired of just showing up every day to perform a job. They want lasting fulfillment at home and at work. In his book, Drive, Daniel H. Pink suggests that we are in a time where individual desire to have a positive impact in the world often ranks higher than pay scale when selecting a job. Millennials, in particular, want to feel like their work has real purpose, and they want to be home for dinner. Read on...

Whitney Martin

As new properties explode on the scene and traveler choices abound, hotels know they have to pull out all the stops to make every guest experience a positive one. Are staff friendly are courteous? Are rooms clean? Are meals excellent? Are bills accurate? We rely on our employees to execute their jobs, not just correctly, but with enthusiasm. And, if they don’t, business suffers. We do our best to hire good people (in a competitive market), we give them a little training, and then we HOPE they create raving fans. Ever heard the expression “hope is not a strategy”? Read on...

Joyce Gioia

Worldwide, the hospitality industry is going through a transformation. In response to workforce shortages, many employers have looked for---and found---ways to reduce staff by using automation. Despite this trend, there are continuing shortages of skilled workers from front line housekeepers to general managers. Hospitality leaders are looking for and finding innovative ways to find the talent. This article will give you an overview of what’s working for general managers and their human resource professionals to find the people they need to staff their properties. Read on...

Paul Feeney

A recent report from the U.S. Bureau of Labor Statistics, showed that close to 3 million people voluntarily quit their jobs a couple of years ago, a 17% increase from the previous year, proving that opportunities for employees are abundant and we have shifted back to a candidate-driven marketplace. Why is this important? Employee retention should always be of utmost importance, but requires awareness as to why employees leave to begin with. Numerous statistics show that the #1 reason people quit their jobs is a disconnect or poor relationship with their boss or immediate supervisor or manager. This shows that turnover of staff is mostly a manager issue. Read on...

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.