Recently, I had the delightful opportunity to sit down with two ‘old school’ hoteliers. The goal of my interview was to get their perspective on the current state of our profession and see what lessons could be gleaned that are applicable to those of us still in the trenches.
With the kids gone, it was time to follow the footsteps of many other boomers and downsize to a condominium. What started as a mere paint job, however, morphed into a $150-per-square-foot renovation of the entire apartment. What we ended up having on our hands was a genuine case of ‘scope creep’ – something not uncommon in any property refurbishment.
In the rarefied world of uber-luxury resorts, $1,000+ nightly rates are de rigueur in season. The GM tends to be more symphony conductor than hotelier in the traditional sense, as every member of the resort’s team hones their performance daily, knowing all too well the importance of delivering consistent, quality service.
Everyone knows you need a functional website, no matter the business or the locale. For hotels, most of us recognize that often a website may be a customer’s first introduction to your property. As such, it should entice, educate and make them want to stay with you.
Call me a traditionalist. Each morning as I walk past my tie rack, I pause to admire the vividly colored collection of Ferragamo and Brioni masterpieces, all neatly hanging in ordered rows and beckoning me to ‘tie one on’. And so whenever the opportunity comes my way, a tie is knotted around my neck without a moment’s hesitation.
Every hotelier knows that housekeeping is a vital aspect of any property’s operations. All it takes is just one look at an online review site to see just how sensitive guests are to errors in this regard. Seldom do we managers know how to actually do what they do so that we can truly empathize with the issues they encounter on a daily basis.
It’s going to take a long time to dispel our belief that televisions are meant solely for a viewing experience while situated on a comfortable chair, sofa or bed, but the seeds are indeed already well planted.
During the 2008-2009 economic downturn, the corrective actions for such times of hardship were simple. Now, however, it would seem as though we are confronted with a mercurial problem, that of a flattening of pace.
Highlighting general industry trends and a few companies that I consider to be game-changers, here are my top five hospitality technology predictions for 2017
In a Q&A with Todd Raessler, I discuss hotel operations and how they differentiate the St. Regis resort