Without a doubt, the most significant line item under a hotel's operating cost umbrella is energy. Lighting, cooling, heating, and supplying water to a hotel and its guests is pricey. Therefore, it's the smartest place to look for savings. But it's impossible to reduce energy spend without first understanding your consumption. That's where the power of the utility bill comes into play. READ MORE

Qualitative marketing research can be a valuable tool for gaining an in-depth understanding of business travelers' behaviors and attitudes toward hotels. It is a means for investigating what influences business travelers' purchase decisions and why. Obviously, business travelers today have many hotel choices. In fact, in many instances, these choices are within walking distance of one another. So, why do some business travelers choose to stay at your hotel while others stay at the one across the street? How can you drive more traffic to your property? Understanding what motivates them can greatly influence your bottom line. READ MORE

"Spray and pray" is so pass'e. Gone are the days of promoting yourself to everyone in the hopes of capturing anyone. With the advent of technology, the increasing presence of the Internet and the growing savvy of travelers, it's now possible - and necessary - to shrink your focus and target very select groups of customers. Niche marketing may mean going after fewer guest segments, but you may find these smaller groups are so much more qualified and loyal, generating greater revenue at a lesser cost as a result. READ MORE

Small, independent hotels have the added challenge of limited marketing resources as they are typically established as a percentage of revenues. Therefore, each dollar spent and each strategy implemented must be efficient and produce the greatest ROI. This article addresses the key components to establish a plan; how to effectively evaluate its effectiveness; and how and when to change course, without "knee-jerk reactions". READ MORE

Boutique hotels are a relatively new concept to the hotel industry. Until the early 90s, the standard model had typically been a large full-service hotel with numerous banquet and meeting rooms. The large size and its economies of scale, helped insure greater profitability. Along came the concept of boutique hotels which was contrary to that formula. The typical boutique hotel is less than 100 guest rooms, limited service, zero to one boardroom, and any food and beverage outlets are generally outsourced. The emphasis in boutique hotels is on selling guest rooms (where the profit margins are significantly higher than in banquets and meetings) by enticing a guest with its high design, the promise of a unique experience, and lower rates. READ MORE

Hotels are performing well despite service and product issues, and in many cases, despite poor sales department work habits. So, when we know that the supply/demand dynamics can change and do change, then why be complacent with short term results and accept work habits that would not be acceptable in any other department? A few simple tips can help protect your investment as an owner and insure optimum performance as a manager. READ MORE

Technology has brought numerous advantages to conducting business, including servicing existing customers and in reaching new markets. But as a service industry, it is important to ensure that technology is used to enhance guest satisfaction, especially in the case of free-standing boutique hotels. One key factor that differentiates boutique hotels from large or chain affiliated hotels is its personalized service. Therefore, in order to benefit from the many applications of technology (i.e. reducing expenses, generating demand, and increasing guest satisfaction), and to simultaneously maintain the personalized services characteristic of boutique hotels, it is important for owners and managers to re-think and evaluate the following key areas... READ MORE

Catering sales in small, boutique hotels can conservatively, represent 50% of the total food and beverage revenues. So achieving catering revenues can make the difference between food and beverage profitability and food and beverage loss, and can significantly impact total GOP. One of the biggest challenges in small hotels is to clearly define catering responsibilities. Does it belong with Food and Beverage or does it belong with Sales? Is it an operations function or a direct sales function? Over the years, customer needs and tastes have evolved, and new competition has emerged with demand for free standing restaurants, lofts and penthouses, and tourist attractions. With the many venue choices for customers, it is important to understand how to drive business into your venue. And with the impact on GOP, it is important to maximize those revenues generated. READ MORE

Where butler departments are established properly, they enjoy varying degrees of success based on their adherence to the basic purpose of butling: the providing of a discreet service that anticipates guest needs. Failed butler departments are caused by violating a few basics: not selecting proven service professionals for butlers; not training them on the persona, mindset, communication skills, and service skills of the butler in a hospitality setting; launching the butler program without bringing the rest of the employees aboard, so it appears as a threat to their income stream; and trying to cut costs by cutting service, resulting in harried butlers providing an irreducible minimum of service to too many guests. What drives these shortcuts? In my experience, it has been one or more of three distinct impulses.. READ MORE

The basic answer to the guest from hell is to focus on educating employees on this kind of personality and then letting them have fun predicting what the guest will do or say next. When employees recognize the characteristics in a guest, they also know why they behave as they do, see them for what they are, and can predict how they will behave. Employees no longer think "mea culpa" and "mea lose my job" when assailed by such guests. One sees through the intensely mean-spirited and unjust smokescreen and confusion to a miserable individual whose only ability to create an effect has been reduced to upsetting others. READ MORE

Nearly two-thirds of affluent travelers surveyed in a Pepperdine study last summer stated they set their sites primarily on being pampered-luxury and premium service being key elements-when deciding where to stay while away from home. This is good news for those hotels and resorts with spas that have invested in the latest industry concept of spa butlers. READ MORE

Hotels offer an array of job opportunities for every level of worker; yet many people aren't aware of the benefits of working at a hotel and the career advancement prospects that exist. As the labor market tightens in the current economic downturn, attracting and capturing the right candidates for your open positions is crucial to your success. Effectively branding your hotel to jobseekers and potential candidates is one of the best tools in your pocket to achieve that success. READ MORE

In this challenging economy, any kind of decision-making can be difficult, as the pressures to maintain your staff and profitability can be strained in ways you may not have expected. As a leader, some of your decisions regarding budgets may have to do with your recruiting strategies; and chances are you're trying to do more with less and figuring out how to spend the money you do have in the best ways as possible. To do that, you have to design the right recruiting mix. This article offers details on what vehicles can be used in these challenging times to create an effective and efficient recruitment plan. READ MORE

In the hotel industry, your employees truly are your brand and as the labor market continues to tighten, understanding and appealing to the next generation will be critical to your organization's long-term success. Beyond salary and benefits, what are you doing to attract recent or prospective college graduates? How are you distinguishing your employment opportunities? What are you doing to dispel some of the myths about hospitality jobs and raise awareness about the lucrative career paths the industry offers? READ MORE

One of the greatest benefits of a career in hospitality is the ability to connect with others - whether it's working directly with guests or developing programs and services that impact guests' experiences. Employment opportunities in hospitality are aligned with the qualities that many workers say make a job ideal. In fact, a recent CareerBuilder.com survey of more than 6,300 workers finds that 81 percent of workers feel it is important to impact others in their jobs - one-in-five (20 percent) say it is absolutely essential. Developing, implementing and promoting Career Path programs can help establish your company as a preferred employer and that has many advantages. Here are just a few of the ways Career Path programs can positively impact your organization. READ MORE