Regardless of whether small or large, boutique or chain, traditional stay or extended stay, hotels of all kinds are only as good as the experience they deliver to their guests. This can come in many forms, most of which are readily seen and experienced, such as the inclusion of luxurious in-room amenities, the availability of attentive housekeeping staff to refresh rooms, and the offering of a vast menu of tasty items on a room service menu. However, hidden behind these more obvious indicators that a hotel values their guests is the quality of the air throughout the entire hotel –...

Balancing Sustainability and Profitability For many years this was not a positive equation, brands were forced to take initiatives to enchant and comply with guests desires that were not necessarily profitable or made any sense at the time to ensure the consumer-guests were happy. We have crossed that bridge and at this point in time technology has reached a point where being green and eco-conscious is actually profitable. Guests understand that practices are only going to be good if they make finanacial sense for the business, therefore they are sustainable. This ability to be sustainably profitable transcends the interest...

In the modern hospitality industry, cybersecurity has become a critical priority for hotel executives. With the increasing reliance on digital systems for reservations, guest services, and operations, hotels are prime targets for cybercriminals. Recent high-profile breaches have underscored the vulnerabilities inherent in the sector, highlighting the urgent need for robust cybersecurity measures. By understanding and addressing these issues, hotel executives can better protect their guests’ sensitive information, maintain their reputation, and ensure the smooth operation of their establishments. Why Hotels Are Targeted As hotels increasingly use innovative technology to enhance their operations and guest services, they collect...

As hotels emerge from the dark days of the COVID-19 pandemic, operators must continue to stay agile to combat economic hurdles while safeguarding profits and driving new business. Over the course of 2023, hoteliers have been facing the uphill battle of inflation, which impacts everything from food and beverage costs to employee wages and benefits to renovations, insurance, interest rates, utilities and beyond. Inflation also often influences consumer demand for travel. According to a March 2023 survey by Cowen and Company, 51% of respondents planned to reduce travel spending in response to inflation. While inflation is finally starting to...

The hotel sales landscape has fundamentally shifted. What was once an emergency solution during the pandemic has evolved into a preferred method for many clients and sales professionals. Virtual sales meetings aren’t just convenient—they’re cost-effective, time-efficient, and when done right, just as impactful as in-person presentations. Why Virtual Hotel Sales Meetings Are Here to Stay Virtual meetings eliminate travel time for both parties, allow for quick follow-ups, enable participation from multiple stakeholders across locations, and provide opportunities to showcase your property through multimedia content in ways that weren’t possible in traditional boardroom meetings. However, success requires intentionality,...

As people live longer in an increasingly expensive world, they are growing more concerned about their ability to retire. According to the World Economic Forum, by 2050, the world's six largest pension savings systems (the U.S., U.K., Japan, Netherlands, Canada, and Australia) are expected to experience a $224 trillion gap between what their residents need to retire and how much they will have saved. Beyond the stress on individuals and their families, this expected retirement savings gap would increase the burden of public assistance and reduce tax revenue. This is an especially worrisome development for industries reliant on hourly...

Imagine that each time you check into a luxury hotel a single associate is assigned to take care of all your needs 24/7. The associate checks you in, takes your bags to your room, then waits outside your door to fulfill any request you might have. How about checking into a select service hotel and having a valet parker, doorman, bellman, concierge, and front desk agent (not all the same person) there to greet you? Any hotel is capable of increasing service beyond the level that a guest typically expects. But the reality is that all hotels have...

Sustainability, eco-friendly, green, and other descriptors are marking what appears to be a sustained business trend. The headlines are continually using the term sustainability. However, my perception is that the term needs to be explained if not defined. What is sustainable hospitality? Sustainable hospitality involves integrating eco-friendly practices into every aspect of the industry’s operations, encompassing waste reduction, conserving energy and water, sourcing local and organic products and adopting responsible tourism practices. The landscape of travel and hospitality in general is being reshaped by a growing commitment to sustainability through eco-friendly accommodations, green transportation options, community-centric tourism, carbon offsetting...

Sometime along the lifetime of any hospitality project development or property refurbishment the potential role and scope of some sort of health, wellness or spa component is discussed. When to ask these questions and when to decide? How to choose? And, consequently, how to operate: as a satellite or as an integrated part? Familiar questions and decision-making points? Very likely so. Sometimes developers look for an off-the-shelf solution, e.g. let’s call it a spa unit. A unit that can be moved around on the drawing board and eventually locate it where it causes the minimal disruption to hospitality operations. Alternatively,...

We live in an era that is dominated by automation and digital interactions, where high-touch customer service stands out as a personalized, relationship-driven approach to engaging with customers. It truly goes beyond basic transactions by focusing specifically on tailored experiences, deep connections, and proactive solutions that anticipate client needs before they even arise. High-touch service is not just about responding to customer inquiries - it’s all about creating memorable moments that build lasting trust and loyalty. This same high-touch service is more than just solving problems; it is about carefully curating personalized experiences that leave a lasting impression. Small...