Revenue Management
Kelly  McGuire
  • Revenue Management
  • Price, UGC and Loyalty
  • With the growing presence of UGC, consumers have more information than ever before when they are making a hotel room purchase. The question is: how do consumers use all this information, with price, to establish value and ultimately make a purchase decision? Understanding this, particularly across different segments of guests, will help hotels make better pricing and positioning decisions. The unmanaged business traveler represents a large and very valuable segment for hotels. This group of frequent travelers is potentially highly influenced by their loyalty affiliation. Does their loyalty change their reaction to price and UGC? Read on...

Paul van Meerendonk
  • Revenue Management
  • Assessing the Performance of Your Revenue Performance Initiatives
  • While revenue management professionals devote significant investments and efforts towards advancing their hotel’s revenue resources, many hotels still struggle with assessing the actual performance of these revenue management initiatives. Namely, how can hotels ensure they are squeezing all the juice out of the proverbial revenue management orange? The hospitality industry has been using revenue management successfully for decades. However, for many organizations, the greatest revenue management challenge is not necessarily of a technical nature, but often organizational. Confronting hotels today is an essential need to align their people, processes and technologies around achieving maximum revenue performance. Read on...

Boaz Ashbel
  • Revenue Management
  • Miami's Hotel Industry in Growth Mode
  • Miami continues its transformation from beach destination to world class city, giving travelers a much wider range of lodging options. With close to 5,000 additional hotel rooms being delivered by the end of this year, Miami is experiencing a very active and strong hospitality market. This includes the entrance of international hotel brands and new concepts being introduced by the leading hotel groups. While the region’s visitor count continues to reach record-setting numbers, critics have voiced concerns that the market could experience oversupply, which coupled with other threats the hospitality market faces today, could have a negative long-term impact. Read on...

Paul van Meerendonk
  • Revenue Management
  • A Day in the Life of Two Revenue Managers
  • Recent discussions have been swirling around the revenue management industry and its swift evolution over the past few years, moving steadily past merely filling as many rooms as possible to holistically approaching the quest for achieving total revenue performance. However, approaches and technologies have not been the only revenue management components swept up in these influential winds of change. The lives of hotel revenue managers have also experienced drastic changes in not only their job responsibilities, but in their overall work efficiencies, insights and performance. Read on...

Bhanu Chopra
  • Revenue Management
  • How Room Prices and Sleep Quality Are Interrelated
  • The scent of fresh sheets in a tidy hotel room can win any heart! Travelers unanimously agree that a ‘hotel stay’ should be nothing less than a rich and pampering experience; and they further justify the statement by saying that prices are paid immediately, as quoted online. In order to pay the guests due respect, hospitality chains claim that they change or improve their services as and when an insurgency crops up. So, the single biggest truth of the hotel industry is that ‘sleep quality’ drives this segment. Believe it or not, this catch phrase has materialized into a key measure of health and productivity in the global public consciousness. Read on...

Anthony Clervi
  • Revenue Management
  • How Hotels Can Win the Supply Chain Game
  • Managing supply chain and procurement is one of the best ways a hotelier can increase profits and minimize losses, but it’s tough to do it well. A hotel must manage hundreds of SKUs. With so many products to buy, it’s challenging to find the best sources. Hotel procurement is further complicated by fragmented operations. Bring together franchisees, owner-operators, and multiple brands under one umbrella, and it can be impossible to keep up with procurement. Without centralized processes, managers and operators are more likely to make multiple small-scale purchases from numerous suppliers, making it difficult for corporate officers to ensure hotels purchase high-quality items at the best prices. Read on...

S. Lakshmi Narasimhan
  • Revenue Management
  • Banquet Operations Vs Real Estate Space
  • Almost every banquet operation in recent times in its key performance indicators carries out a measurement of revenue and profit per square foot of banquet space. Why is this? Given that highest and best use has become the primary motivation for managing an asset including banquet spaces, the metrics for measuring performance have also shifted dramatically. No more, is it just revenue dollars less cost dollars resulting in a profit. It is now a matter of leveraging every square foot of space and its worth to earn revenues and profits. You could say that the owners and stake holders are now looking at every foot of space for returns. Read on...

Jim Sprigg
  • Revenue Management
  • Using Econometrics to Accurately Measure Share-of-Wallet and Improve Customer Strategy
  • The rise of big data in an increasingly complex digital economy has economists and marketers constantly expanding what we want to know about individuals so that we can better analyze and target them with messages and offers. Yet, despite a rapid expansion in the types of customer data being offered by data vendors, the ability to know a customer’s share-of-wallet remains just as desirable, and elusive, today as ever. Amidst the promises of big data, one company in the travel industry has found that traditional econometrics and store-level data is the most valuable for deriving share-of-wallet to inform customer strategy and investments. Read on...

Paul van Meerendonk
  • Revenue Management
  • The Evolution of Revenue Management and Big Data
  • The hotel sector has never been a stranger to the winds of change. What was once considered leading-edge customer service practices, like offering free internet to guests or express checkout options, are now basic expectations that travelers view as standard services. Just as the hotel industry has evolved, so have the approaches that hotels have taken to attract the right guests at the right prices. The practice of revenue management, and the systems used to make accurate pricing decisions, have become even more precise and sophisticated in recent years. Most recently, these systems have begun incorporating data on competitor pricing activity and the pricing of services outside of guest rooms, like function spaces. Undoubtedly, the biggest change in revenue management today is the influx of large volumes of guest data and its impacts on future pricing decisions and hotel promotion. Read on...

Stephen Darling
  • Revenue Management
  • Unorthodox Repurposing of Hotel Spaces to Create New Profit Centers
  • A hotel property in Kamloops, British Columbia decided to close a 5,000 square foot street-facing corner restaurant that was losing $500k per year. After four years of active marketing, they still could not find a tenant. Attempting to convert the eatery into a wellness space also didn’t work. Following an unorthodox approach, the hotel transformed the space into a mediation and arbitration center called Centrepoint. This helped create symbiotic revenue as parties seeking Centrepoint’s services would likely stay at the adjacent property in conjunction with freeing up hotel meeting space for larger events. Read on...

Mark  Heymann
  • Revenue Management
  • Top Line vs. Bottom Line and the Effect on Market Share
  • A bottom-line focus requires a hotel’s operating team to have a skill set comparable to that of its revenue managers. But while many revenue managers rely on yield management systems to simplify complex calculations and tasks, few operators take similar advantage of advanced labor management technology that can help optimize both labor costs and service performance. Today’s sophisticated LMS solutions are the key to driving bottom-line results while preserving market share. Read on...

S. Lakshmi Narasimhan
  • Revenue Management
  • Promotion Dollars and ROI
  • So, at the end of the day, the whole matter of promoting your product is now squarely in the hands of the social media platforms that are relevant to your business and a big part of that is delivered by the social proof phenomenon. The power shift is not just monumental, it is completely out of the hands of the business as far as directing promotion strategies are concerned. Businesses now are forced to focus on the products and services they offer and the value perception they bring to the customer which hopefully will translate to better revenues and therefore a healthy return on investment on promotions that are carried out through social media communication engines. The boot is now on the other foot. Read on...

Roberta Braum
  • Revenue Management
  • A Guide to Protecting Guest Data with EMV and PCI-Validated P2PE
  • Hotel guest satisfaction has hit a record high, according to the J.D. Power 2015 North America Hotel Guest Satisfaction Index Study. But we can never become too comfortable. Continuing to grow satisfaction levels will give your property a distinct advantage over others. And, while embracing the latest technology trends offers new opportunities to improve guest satisfaction, it also presents a few challenges. Read on...

Mark  Heymann
  • Revenue Management
  • Value Engineering Labor: Cost Management in a Growing Economy
  • Controlling labor costs is crucial to driving profits, and recent studies suggest that hotel managers, having learned hard lessons in the 2008 economic crisis, are paying attention. But as rates and occupancy rebound, salaries and payroll-related expenses likewise are rising, indicating a need for vigilance. Value-engineering labor can help hotels reduce labor costs without compromising the market position they seek to achieve. Read on...

Mmatsatsi Ramawela
  • Revenue Management
  • Growth in Africa: A Look at the 2015 Hospitality Investment Conference Africa
  • Emerging markets, though exciting and ground breaking, can be tough to manage singularly. Partnerships are needed; not in the sense that individualism is not enough, but in the hopes of realizing maximum operational potential. In the hospitality industry, where there is such a broad range of expertise, partnerships are necessary not only to survive, but also thrive. Combining these two, emerging markets and the hospitality industry, and we find ourselves turning to the African stage. An area of the world where vast takes on so many meanings -- opportunity, size, culture. But what also comes with such a gift is the cost of knowing that individuality without partnerships will make success impossible, especially in our industry. Read on...

APRIL: Guest Service: The Personalized Experience

Scott Hale

Home sweet home. Your dog recognizes the sound of your car pulling in the drive and waits anxiously for you at the front door. Your thermostat knows the temperature that you expect the kitchen to be as you prepare dinner. Your stereo knows what playlist works best with tonight’s recipe. Your television has your preferred programming all cued up when you’re done with your meal. The list goes on. Home sweet home. What if you could make your guests’ next experience at your hotel just like home – but better? You can. Read on...

Tom O'Rourke

Mobile devices are not only important when planning trips, they are indispensable to guests when they are on the actual trip. According to the Expedia and Egencia Mobile Index published last year, travelers rank their smartphones as their top priority when on the go. Mobile devices are so important that survey respondents ranked them higher than a toothbrush or a driver’s license. The mobile experience extends beyond the point of booking the room—it’s now an integral part of the journey. Read on...

Adele Gutman

Before the first shovel was in the ground, we knew Aria Hotel Budapest would be an extraordinary hotel. For the Library Hotel Collection and our founder, Henry Kallan, creating a hotel that is beyond ordinary is everything. We think about each detail of the design and experience to create wow factors for our guests. These elements generate rave reviews, and rave reviews are the cornerstone of our marketing program. This is how we became the #1 Hotel in the World in the TripAdvisor Travelers’ Choice Awards. Read on...

Megan Wenzl

A personalized guest experience is important in today’s hospitality industry. Guests can voice their opinion about a hotel in seconds because of the Internet, and their feedback is contained in sources like social media sites and online reviews. Potential guests read this information when they are looking for where to stay on their next summer vacation. Guests will post online reviews about their experiences. According to research by ReviewTrackers, 45 percent of hotel guests are likely to leave to a review after a negative experience, while 37.6 percent of hotel guests are likely to leave a review after a positive experience Read on...

Coming Up In The May Online Hotel Business Review




Feature Focus
Eco-Friendly Practices: The Value of Sustainability
The hotel industry continues to make remarkable progress in implementing sustainability policies and procedures in their properties throughout the world. As a result, they continue to reap the benefits of increased profitability, enhanced guest experiences, and improved community relations. In addition, as industry standards are codified and adopted worldwide, hotels can now compare how their operations measure up against their competitors in terms of sustainable practices and accomplishments. This capacity to publicly compare and contrast is spurring competition and driving innovation as hotels do not wish to be left behind in this area. Water management and conservation is still a primary issue as population growth, urbanization, pollution and wasteful consumption patterns place increasing demands on freshwater supply. Water recycling; installing low-flow fixtures; using digital sensors to control water usage; and even harvesting rainwater are just a few things that some hotels are doing to preserve this precious resource. Waste management is another major concern. Through policies of reduce, reuse and recycle, some hotels are implementing “zero-waste” programs with the goal of substantially reducing their landfill waste which produces carbon dioxide and methane gases. Other hotels have established comprehensive training programs that reinforce the value of sustainability. There is employee engagement through posters and quizzes, and even contests are held to increase innovation, sensitivity and environmental awareness. Some hotels are also monitoring a guest’s energy usage and rewarding those who consumed less energy with gifts and incentives. The May issue of the Hotel Business Review will document how some hotels are integrating eco-friendly practices into their operations and how they and the environment are benefiting from them.