Lodging experts have written numerous articles on revenue management aimed at addressing specific tactical issues on pricing, distribution and measuring results for those “inside” the operation. By contrast, this article is intended for the “outsider” - namely individuals closely vested in hotel performance, but not directly involved in daily operations…hotel Owners. While the art and science of revenue management should be left in the hands of the property management and asset management teams, here are some key considerations which may be helpful to hotel owners in evaluating the role and effectiveness of revenue management and understanding the influence it can have on hotel performance and overall asset value. READ MORE

Online advertising, social media, email, mobile - there are so many online marketing activities for hoteliers to manage in order to keep pace with travel consumers. One thing that is catching on in the industry is visual merchandising. It's not something that you do in isolation; rather, it fits in with many of the marketing initiatives that you already have underway. But what exactly is involved? How does it help hotels connect better with online travel shoppers and ultimately convert them to guests? What are hotels doing? READ MORE

While every, if not all, hotel and hospitality businesses are thinking about branding, we question the process in which it's done. Branding alone does not get the results the end user needs, whether it's the hotel's team members, the hotel's guests, or owners. We believe in design thinking, which is a somewhat new term in the ever-changing and branding world. Each project is profoundly different but there are some commonalities at the core. This is what we call DNA, which to us stands for Differentiators, Nuances and Attributes. Let's examine the process we take with each project and client and how we deliver the ideal branding experience. READ MORE

As more and more information comes online concerning the diversity of hospitality services available to business travelers, the costs for getting your property in front of this lucrative market is rising as well. In this article I highlight a few innovative software platforms that are catering to the data needs of the savvy but very selective business travelers in both the public and private sector. I will also identify how utilizing these platforms to market your property or chain can help stabilize RevPAR projections and generate accurate data for your property's CSR reporting needs. READ MORE

"Can I get a free upgrade?" Isn't that every hotelier's favorite question? Guests have learned the tricks of the trade and since we have trained them to push us for better deals and more freebies, and we cannot blame them for using these skills! While you may not be able to provide an upgrade to a suite or offer other free extras, you can train your staff to provide suite-like service to guests that will increase customer loyalty and get customers to forget the word "upgrade." READ MORE

As we go into our 26th year, we see that the challenges spas are facing this year may be a bit new, but we really think many of them have been there for a long time and now they are really more visible rather than new. There are numerous dormant issues that the industry has not had to face in "healthy" times. The "wellness" of our industry has deteriorated; some spas have taken precautionary and preventative care and are still doing well. Others have ignored the symptoms and have not set-up a self-care program so they are ill. Unfortunately, some spas are in denial or are paralyzed by the circumstances or have not reacted quickly enough and are, therefore, on their death bed. READ MORE

These past few years have been tough on the business-for-sale market. This has put hotel owners ready to sell in a waiting game. Rather than sell for below market price, most smart hotel owners have simply been cutting unnecessary expenses, making ends meet and waiting for the market to rebound. Since the recession hit in the fall of 2008, most hotels have seen a drop in revenues and profits. The ensuing fall in purchase-price valuations only made matters worse. But 2010 saw a slight improvement in the seller market and many experts expect that 2011 will be a break out year for the business-for-sale industry. So is 2011 the year you should consider selling your hotel? READ MORE

Hotel renovation is on the rise. There are many reasons, but chief among them are that brands are issuing Property Improvement Plans (PIPs) for properties that have recently been neglected. That banks are acting to enhance the value of assets they have foreclosed on. That owners of older hotels are trying to stay competitive with newer properties. And that in today's economic climate, financing is easier for a new look than for new construction. While the end result of a renovation is almost always satisfying, getting the project done can be hard on a hotel - fiscally and physically. So how can you manage the challenge in a way that minimizes the strain on your budget, your staff, and your guests? READ MORE

Around this time last year we told you about the importance of the Employment Eligibility Verification Form I-9, which all employers have been required to keep on file for their employees since 1986. Form I-9 requires that new hires provide specific documents which establish their right to work lawfully in the U.S. to their new employer within three days of hire. Since taking office, President Obama has directed the Immigration and Customs Enforcement agency (ICE) to strictly enforce sanctions against employers who knowingly hire unauthorized workers. That trend continued throughout 2010 and all signs seem to indicate that the same will hold true for 2011. The hotel industry is closely watched as it bears a reputation for being a hotbed of unlawful employment. READ MORE

Correctly integrating new construction techniques and processes into the development of a new hotel can improve the time, cost and or quality of property. In order to realize the value of new construction techniques and processes, it is critical to take the time to fully understand them, their potential value to the overall project and the time and effort their implementation requires. Learn about how your next new hotel development can benefit from new construction techniques and processes by reading this article. READ MORE

When businesses are going through hard times it's natural to look for ways to cut costs. But sadly all too often the things that get dropped are those that are essential for long-term prosperity and growth - marketing and training. Making cuts in these areas could certainly save a few dollars in the short-term, but it won't be long before the cracks appear. There are many reasons why hoteliers may be tempted to cut back on training. The commonest excuse I hear is " Well, what if I invest in their training and they decide to leave?" But what if you don't invest in their training and they decide to stay? Investing in training has so many benefits both directly and indirectly. READ MORE

Shockingly, a business's customers are not its #1 priority. Customer satisfaction is 1B because employee engagement has to be 1A. I've heard gasps and observed loaded glances exchanged across boardrooms when I've made this assertion. After all, it's the customers who pay the bills and no one doubts the importance of maintaining their satisfaction. But I'll say it again: employees are a company's #1 asset. Without engaged employees, you'll never get extraordinary customer satisfaction. READ MORE

Spa marketing now focuses on regional returns. Times have changed as destination spas prepare for a new strategy. “Invite the locals back to your business” states Bill Di Stanisloa from GreenSpa 101. Regional Marketing begins with knowing everything about your spa as it pertains to your location, its products and the benefit each guest will receive while experiencing a visit. Excite all spa employees by making them part of the marketing program. peak to your local guests and find out why they chose your business over another. Your spa should reflect your indigenous attributes regardless of any popular treatment or trend. READ MORE

Businesses, consumers and the news media continue to throw around the terms "green building", "eco-friendly" and "green initiatives," but what do they mean and how do and/or will they affect the hospitality industry? Contrary to some naysayers, the green movement is not going away. Therefore, hospitality companies need to implement green initiatives now to keep pace with the competition. The hospitality industry has a unique opportunity to reduce the negative environmental impacts associated with guest rooms, event spaces and their general facilities through measures such as water and energy efficiency, waste management and reduction and local purchasing. As hospitality companies grow, build and expand they should also consider pursuing LEED certification. Green initiatives do not have to be costly and the hospitality industry is likely to realize a measureable return on their investment, whether in the form of energy savings or increased popularity with green conscious consumers. READ MORE

How are you monitoring your direct sales force efforts? Who do you count as a member of the sales team? How often are you validating their effectiveness and what are the measurement criteria you are using? Who is interacting with the sales team on a daily, weekly and/or monthly basis? How often does the sales team speak with the revenue management team? Who is on the REVENUE MANAGEMENT TEAM? The answers to each one of these questions can be the difference between success and failure, between REVPAR growth or lost business. READ MORE

In this schizophrenic booking environment, it's more important than ever to analyze your booking process to understand where your reservations are coming from, and where opportunities to generate more business exist. At HEDNA's Winter Conference, we not only agreed that the voice reservations channel was not dead, but also laughed that there may be an opportunity to sell rooms for mobile through iTunes since the payment mechanism already exists. Simultaneously, we're seeing reports of consumers fleeing the online booking process for the security of their travel agent, while monthly data from Pegasus shows revenue through the leisure channel setting records from growth over 2009. READ MORE

Hospitality marketers are increasingly recognizing the importance of a cross-channel approach to guest communications -- orchestrated across direct mail, email, mobile marketing and web. But if we can't do everything right away (and all at once) what marketing channel offers the fastest and surest return on incremental marketing investment? Within a cross-channel framework, email is clearly the most effective guest communication tool in the hospitality marketers' toolbox. In this article, I focus on the foundational building blocks of effective email marketing - list building and "housekeeping" maintenance - and how they can have a direct impact on campaign effectiveness. READ MORE

In a highly competitive hospitality and tourism market, consumers are becoming more selective and demanding while choosing accommodation and its products. Under these circumstances the consumer relies on grading of the establishment to make a right choice. While the star system of grading is recognized universally, the system is not administered consistently at an international level. This means there is inconsistency in interpreting what grading means in different countries. READ MORE

Gone are the days when it's enough for a hotel to simply create a Facebook page and never look back. In the third of a five part series on social media for the hospitality industry, the Knowland Group's CEO, Mike McKean, demonstrates how to build a meaningful presence on Facebook. Today the social networking giant has been embraced by more than 500 million users across the world, from young professionals to politicians and corporate CEOs to soccer moms. McKean explains how hotels can take advantage of the tremendous opportunity to reach this audience by making their page stand out and keeping fans coming back. READ MORE