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ehotelier Hospitality News Archives: June 2011
Global Hospitality Newsletter: June 30, 2011
A commando squad of at least five Taliban suicide bombers attacked a famous Kabul hotel where senior Afghan officials were staying, waging a battle with security forces that lasted for hours. By Jon Boone
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I am well aware that the concept of free WiFi Internet in hotel rooms is an aspiration of every hotel manager. However, based on my recent stay over at the Hilton Hotel in downtown Toronto, I don't believe that such managers truly grasp how fundamental it is to provide this service. By Larry Mogelonsky, MBA, P. Eng
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A Training Exercise and Tips for Ways to Reduce Wasting Time in Hotels, Restaurants, Inns and Hospitality Businesses
In my work with hospitality businesses, the question of how to improve things is a common question and assignment. Improvements can include: By John Hogan, CHA CHE CHMS
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When I travel I rely most heavily on tools for voice and data communications. Costs for these services can be extremely high when you are outside of the United States, especially in the Middle East, Far East, and Central and South America. If you understand the different layers and options of hardware, service and programs that are available you can reduce your communications costs substantially. By Marc Weber Tobias
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TripAdvisor®, announced the results of its annual beach and pool etiquette survey of more than 1,100 U.S. travelers, revealing that when many Americans lose their layers waterside, unfortunately their manners are also stripped bare.
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I enjoy hotel doctoring over the holidays. Staff love that I'm available, guests are grateful, traffic is light. By Mike Oppenheim, M.D.
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Business traveler Bob Logan always tips hotel housekeepers, but he still has questions about the best way to do it. By Marnie Hunter
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Luxury hotel brand Ritz-Carlton is to put the knowledge of its global concierge team on Foursquare, it has announced.
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Global Hospitality Newsletter: June 29, 2011
Writing a social media policy is one of those tasks hotel managers know should be a priority but will find any excuse to avoid. And yet for all the procrastinating, it's not that difficult a task. To help, here is a sample policy and a few things to consider when writing your policy. It's written for a hotel but is applicable to all types of businesses. By Daniel Edward Craig
More... [1956 views]
The world will be watching every move by William and Catherine, the Duke and Duchess of Cambridge, as they embark on their nine-day trip to Canada, their first official tour as a married couple. For event coordinators and hotel staff, the planning began months ago. No detail is considered too small - every potential royal need or want has been anticipated. As past royal trips have proven, you must plan for any and every type of emergency - even a power failure. By Julien Russell Brunet
More... [857 views]
Last week Htel Serviced apartments reached the number 1 spot on Tripadvisor on specialty lodging. And we'd like to celebrate this with them. Here's a short version of what happened to Htel Serviced Apartments, and the implementation of a Hotel Social Media Marketing campaign that got them to this spot. By Patrick Landman
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Hotel Lawyer: What You Need to Know about the "Ancillary Benefits" of Setting Up a Captive Insurance Company
As explained in an earlier article, a captive insurance company is a subsidiary or affiliate of a closely-held business entity formed to insure or reinsure certain risks of those entities.The primary reasons hotel owners form a captive insurance company is to effectively manage the uninsured and under-insured risks of their business and to save money on certain types of coverage. But the captive also provides owners a number of ancillary opportunities to achieve business and personal goals. By Jim Butler and the Global Hospitality Group® Hotel Lawyers
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Anyone can stay in a traditional hotel room. However, for travelers who want the room itself to be part of the vacation experience, hotels.com® reveals five of its quirkiest hotels. Don't let their attributes fool you - despite having accommodations that on the surface may sound unusual, these hotels are lavish, comfortable and beautifully unique.
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Tucked inside all the renovations at the Broadview Hotel is the ultimate cross-training story. By Bill Wilson
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Do you love the feel of holding a real hotel room key in your hand? By Barbara De Lollis
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Oyster.com, the travel site partially owned by the Travel Channel, has launched a new search engine called Oyster Shots that lets people visually sift through thousands of hotels around the world. By Tricia Duryee
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Global Hospitality Newsletter: June 28, 2011
Topics included pillars of brand growth, branding and the internet, managing a portfolio of brands, branding by design, brand rights, and the value of a brand.
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A leading hotel chain is to trial a "snore absorption" room, including soundproofing and a specially-designed pillow to help guests sleep.
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Mark Rucker, 49, is vice president of lodging for Walt Disney Parks and Resorts, overseeing projects such as Aulani, a stand-alone resort on Hawaii, and Disney's Art of Animation Resort, a family-suites hotel in Orlando. He spoke with Sentinel staff writer Jason Garcia.
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You really do not need a Richard Dawson of the old 'Family Feud' show to disclose that answer. This is what Hotel Guests rate as the greatest testament to a memorable Experience - cleanliness, as reported by Kitty Bean Yancey of USA Today. By John Hendrie
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Abu Dhabi is putting its best foot forward with new infrastructure and the 2030 vision, but how are hotels faring in 2011? Harriet Sinclair investigates. By Harriet Sinclair
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This year will be crucial one for the Bangkok hotel industry, with a swathe of new supply set to descend on the market, in the process ramping up pressure on the city's occupancy and rates.
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Seoul's Myeong-dong area is turning into a business hotel town. Wise Building by Korea Exchange Bank headquarters will be transformed from an office building into a 200-room business hotel next month.
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Last week, I spent a couple of nights at the Luabay Costa Los Gigantes, a family-oriented four-star hotel in Tenerife. Though it was term time, every one of its 518 rooms was occupied. Had it been a conventional hotel offering half-board or B&B instead of all-inclusive arrangements, my guess is that it would have been, at best, only half full. By Fred Mawer
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Global Hospitality Newsletter: June 27, 2011
I caught myself this week doing something I really should have delegated to someone else. Not only was this tying up my valuable time when I could be doing something more productive; the person who should have done it would have done a better job, and in half the time! By Caroline Cooper
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Sacrifices, a fantastic support network, the help of mentors and role models and a gritty determination to succeed in a male-dominated environment are must-haves if women want to achieve senior roles in the global hospitality sector.
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A couple months ago, I attended another brilliant performance of Les Misérables. It's easily my favorite play and I've seen it in Toronto, New York and London. Before I come to my point, let me digress for those unfamiliar. By Larry Mogelonsky
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I love to learn, and I welcome the opportunity to participate in engaging and interesting ways to expand my knowledge, in general, and, as it relates to the hospitality industry and leadership in particular. It's one of the reasons that I went back to school a couple of years ago with the intent of obtaining my Bachelor's Degree in Hospitality Management. By Dale Dyck
More... [323 views]
I've been on more job interviews this year than any other year in my life. This is a good thing (theoretically, at least) because it forces you to figure out who you are and sell it. Can't do that? You lose. By Susannah Breslin
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Stayed at a rundown Holiday Inn lately? How about a lackluster Sheraton or a '70s-era Hilton? The owners of these chains are revamping their classic properties to appeal to a new crop of business travelers-and hopefully ward off brand extinction. By Joe Brancatelli
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More than one in 10 hotels in Ireland are in receivership, and the sector has warned the days of rock-bottom prices is coming to an end. By Niamh Hennessy
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Le Meridien Transforms Its Lobbies to Offer a Gathering Place for Creative Minds that Promotes Dialogue, Awakens Curiosity and Stimulates Thinking.
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Global Hospitality Newsletter: June 24, 2011
Evil Erik, and many of his counterparts, think that they are smarter than a 5th grader and consequently, smarter than their staff! By Bert van Walbeek
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Orgwide's 'O3' Problem Solving Process is a comprehensive seven-step approach to equipping hotel managers with the leadership, process improvement skills and mentorship capabilities necessary to achieve their hotel's objectives. By Jim Hartigan
More... [948 views]
We've all heard it before and most of us have seen it in action at one point or another, the inescapable impact of "a few bad apples" in the bunch. By Dale Dyck
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Sara Turner speaks to Simon Mahon, general manager of Park Plaza County Hall in London, about training and recruiting the next generation of hoteliers.
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With all the constant buzz surrounding consumer use of smartphones, many hoteliers are wondering whether to make a serious push into mobile as a component of their online strategy.
More... [596 views]
Leading global provider of hotel locking systems and electronic in-room safes reflects on over 30 years of industry firsts and hospitality security milestones.
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For Earth Day this year Choice Hotels International issued a press release that included an update on its more than two-year-old Room to Be Green program. By Glenn Hasek
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The Courtyard by Marriott Bangkok -- a standout among Bangkok Business District hotels -- has come to understand business travelers in more ways than just providing their guests with a pleasant room, as they launch the new and innovative "Limo Box" for those that need to stay connected. The Limo Box, which is available in all limousines provided by the Courtyard by Marriott Bangkok, consists of a few key items that business travelers consider important when traveling. What's inside the special box you might ask?
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Global Hospitality Newsletter: June 23, 2011
I've been writing and speaking about online reputation management for almost two years now, but it's never felt so real or close to home as last Wednesday night. From the balcony of my friend's condo in downtown Vancouver I watched my hometown's reputation, which took decades to build, be dismantled in a few hours as vandals set fire to cars, smashed windows and looted stores. By Daniel Edward Craig
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The first "real" hoteliers I ever worked for owned and operated independent, family-run inns and businesses. They had learned to be frugal, having lived through very hard times in WWII and the subsequent years as the economy grew and recovered in the decade that followed. When recently looking at a client's income statement that was trying to look at all costs for potential savings, I noted a number of things they practiced then that still have merit today. These can be especially valuable in small properties and are offered as ideas for consideration. By John Hogan, CHA CHE CHMS
More... [855 views]
Guest satisfaction with hotels has increased, while passenger satisfaction with airlines has declined in the last year, an annual survey of travelers that's out today finds. Travelers rated hotels nearly 3% higher than last year in the American Customer Satisfaction Index, which measures travelers' satisfaction with products and services during the first quarter of each year. By Gary Stoller
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Fancy a spot of Dinner by Heston on the cheap? We show you how below (assuming you manage to snag a table that is!) By Andrea
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Old state standards for balcony railings that applied to a Virginia Beach hotel left a gap big enough for a Staunton toddler to slip through, falling to her death on Friday. By Megan Williams
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Leisure hotel rates realized record growth in May, climbing almost +5% according to monthly data released today from Pegasus Solutions in The Pegasus View. The corporate market, having suffered a brief booking dip in April, returned to bookings increases of +15% over 2010 in May, accompanied by rate increases of +6.5%.
More... [588 views]
Are you thinking about setting up a captive insurance company? Maybe you should be. By Jim Butler and the Global Hospitality Group® Hotel Lawyers
More... [338 views]
Hotel guests can now play Angry Birds and order room service without looking up from their iPad. By Roger Yu
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Global Hospitality Newsletter: June 22, 2011
How to Build Your Brand in the Face of OTA Domination
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It's summer and most people have planted pots and gardens. They check to ensure that the plants are watered - not too much, not too little - and provide fertilizer at optimal points. In other words they are engaged in ‘plant nurturing'. By Carol Verret
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DIRECTV, the world's largest pay-TV provider, is changing the way hotel guests experience their favorite movies, shows and news programs, all while removing the invisible germs usually found on TV remotes.
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It is true that some hoteliers are literally discriminating patrons by their booking channels. Sadly, this practice exists in the hospitality business. For some reason or another, in some cases, hotel guests who book through an online travel agency do not get the same ‘'attention'' and hospitality that a guest who booked his/her stay with a Tour Operator would have. By Taoufik Haraketi
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Wimbledon fever has begun and London hotels are getting involved whether it's afternoon tea, 3D TV or good old strawberries and cream. By Jules
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The European hotel industry has seen room rates decline this month. Whereas a standard double room cost 117 pounds in May, the European average has fallen four pounds to 113 pounds per night.
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Part of Sheraton brand's $120 Million Global Roll-out of Revolutionary Health and Fitness Program -- Sheraton Fitness Programmed by Core Performance
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Linen-reuse programs are nothing new to most eco-friendly hotels. To really impress customers, today's green hotels develop unique initiatives to save the planet -- and the results are experiences and amenities that make the hotels themselves destinations. Travelocity, the only major online travel company to flag eco-friendly hotels site-wide, has identified some of the most cutting-edge green hotels around the world.
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Global Hospitality Newsletter: June 21, 2011
It is becoming increasingly common for hotels to adopt social media as part of their overall marketing strategy. According to a recent survey by Regus, approximately 43% of U.S. companies are now using social media to attract customers; up from 35% the year before. The hotel industry, however, has long found it difficult to target a specific demographic, since travel destinations appeal to such a wide audience. Social media platforms offer an appealing solution to destination-based hotels, giving them access to a space where potential guests are already spending much of their time.
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With technology the way it is, there is almost no reason for the food and beverage (F & B) and hospitality industries to fall behind. That being said, many hoteliers, restaurateurs and major airlines have stepped up and produced brilliant apps that combine form and function in simple, stylish and convenient packages.
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The daily deal/coupon distribution niche is entrenching itself deeper with consumers. However with new players in the space popping up at a record pace, what should hotels be doing to manage this trend? By Bonnie Spalding
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That bar of soap you used once or twice during your last hotel stay might now be helping poor children fight disease. By Ebonne Ruffins
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It's not exactly like getting a room for a song, but it's close. Several Joie de Vivre hotels offer a free room upgrade to guests who can carry a tune. By Mary Forgione
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Europe, Middle East and Africa Pipeline Growth Muted As Developers Await Further Economic, Operational & Financing Improvements
Europe's Construction Pipeline is at 790 projects/125,296 rooms at the end of Q1. The United Kingdom has the largest country Pipeline in Europe, with 26% of its total projects. At 208 projects/27,607, the UK Pipeline has grown 1% by projects, but decreased 5% by rooms year-over-year (YoY). All other European countries combined have seen a 9% increase in projects and 3% increase by rooms YoY.
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Britain's biggest independent group of hotels has launched a national campaign encouraging free Internet for everyone, after revealing it could save British businesses a massive £1.4billion a year in charges.
More... [649 views]
Has your property received a guest review that makes your blood boil or heart sing? Want to respond but not sure how to make it sound professional and sincere? Fear you might make things worse?
More... [486 views]
Global Hospitality Newsletter: June 20, 2011
Marriott Hotels around the country have been taken into administrative receivership after their owners failed to make loan repayments. By Lorraine Heller
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In the United States, big hotel chains get to float above the fray. India brings them down to earth. By Helen Chernikoff
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Federal authorities are warning hotels in major U.S. cities to be vigilant after intelligence recently obtained in Somalia shows Al Qaeda was planning to launch a "Mumbai-style" attack on an upscale hotel in London, England... By Mike Levine & Jennifer Griffin
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Since the E. coli outbreak in Germany last month, killing at least 36 people and sickening more than 3,000, many have been leery of anything green. Spouts have been targeted as the culprit and cucumbers, tomatoes and lettuce were early suspects. By Alice G. Walton
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An Irish hotel is suing internet search giant Google after the word 'receivership' appeared in the auto-fill results that suggests phrases to users, with the company saying it fielded calls from concerned guests who believed the company was shutting down. By Patrick Stafford
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IHG is looking at opportunities to bring its extended stay brand Staybridge Suites to India. IHG South West Asia chief operating officer Chris Moloney said the company is open to manage service apartments in a mixed land use development.
More... [364 views]
Continuing its dedication and passion for innovation in design, W Hotels Worldwide unveiled the works of the 2011 W Hotels Designers of the Future award winners during Design Miami/ Basel.
More... [536 views]
Besides the typical parade of celebrities, at the opening of Dream Downtown, a new hotel adjacent to the Maritime in Chelsea, on Wednesday there were human fish, mermaids in the pool, stilt walkers, fire throwers and what planners called human candles and disco balls. (Neighbors were already complaining about the noise, which one local resident said went till past 4 in the morning.) By Marshall Heyman
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Global Hospitality Newsletter: June 17, 2011
We all have experienced some airline horror stories of delayed flights, lost luggage,(what we feel are) excessive fees, insensitive responses from certain staff and questionable policies. While I imagine the airline I am about to name has had some unsatisfied customers over the years, this issue of SPIRIT magazine shares some remarkable and at times moving stories of customer service, of exceptional staff commitments to each other, their company, the flying public and of the corporate belief system. By John Hogan
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There is no doubt that customers are now more powerful than they used to be. Knowing your customer is - and has been historically - a key ingredient to the success of any business, especially the hospitality industry. And that means we need to develop a relationship with customers and make them feel special, valued, and respected; not only knowing their simple contact information such as name, address, telephone, email but also knowing their buying patterns, preferences and behaviors, anticipating their needs, and engaging with the customers through multiple touch points such as call center, face to face and others. By Serge Chamelian
More... [1324 views]
Horwath HTL Report at the International Luxury Travel Market (ILTM) identifies 'The Future of Luxury Travel'
A Horwath HTL report commissioned by International Luxury Travel Market has revealed the changing pattern of luxury travel demands globally. The report, jointly produced by Horwath HTL offices in France, Singapore and New York takes into consideration the impact of the financial crisis and the rapid increase in demand for luxury from the emerging markets.
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Tom Otley speaks to Rob Palleschi, global head of DoubleTree by Hilton Hotels, about worldwide expansion and those chocolate cookies...
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Serious Eats, got a lot of feedback from their community about what they like-and what they don't like-when it comes to restaurants. Here's a list of their top five biggest pet peeves. Restaurant owners, take note! By J. Kenji Lopez-Alt
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Marriott International has been named the ‘greenest' hotel company in the UK, retaining its top 10 position in The Sunday Times 60 Best Green Companies in Britain list.. By Linsey McNeill
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California's state legislature is considering requiring hotels use fitted sheets. By Matthew Boyle
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Gemstone Hotels & Resorts, a hotel management and investment company that specializes in upscale urban hotels and resorts, announced that RSR Hospitality has acquired a significant ownership stake in Gemstone to capitalize on the rebound in the hotel industry.
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Global Hospitality Newsletter: June 16, 2011
I recently had the opportunity to read an article by a consultant - trainer in marketing which encouraged restaurants to help 'new users discover the eatery' through a deal with Groupon. And he concludes on the need to properly calculate the 'posted price (not paid by the customer) and the rebate' so that the operation would be profitable for everyone. Um, not clear and a little short as a recommendation... By Thierry Poupard
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The world's leading Hoteliers are confident of a strong finish in 2011, particularly thanks to a rebound in corporate travel and a significant upswing in MICE market business across the globe. By James Wilkinson
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Boutique hotels are an exciting segment of the market, particularly in London. There are new investors keen to get into the boutique sector and established operators are expanding and developing new boutique concepts, despite the high level of investment required for purchase and refurbishment.
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For Lane Hospitality, guest service is the name of the game for properties across a broad portfolio of brands and price points. The Northbrook, Illinois-based company owns, operates, or provides third-party management for 19 properties with a variety of appeal, from the intimate to the spacious; the elegant to the affordable. The common denominator is Lane's dedication to providing prompt and comprehensive guest services in well-maintained facilities.
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HotelClub announced 20 winners from the United Kingdom and Ireland in the HotelClub Hotel Awards 2011.
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The Japan National Tourism Organization has launched a campaign to win over tourists who, in the wake of the March 11 disasters, are in two minds about whether to have a holiday in the Land of the Rising Sun.
More... [296 views]
Ritz-Carlton has unveiled a major expansion and development initiative which it expects will bring the total number of properties in its portfolio to over 100 around the world by 2016.
More... [582 views]
I've been traveling around the country doing research on local and regional foods for my newly launched column, Great American Bites, for USA Today. While I'm looking for things like unique barbecue and quirky pizza variations - and finding them - I keep running into mollusks. I've spied oyster bars in the least likely places, like both Austin and San Antonio on a recent trip into every day is 100-degree Texas. By Larry Olmsted
More... [568 views]
Global Hospitality Newsletter: June 15, 2011
Today, it's not politically correct to use the term "problems" - everyone wants to call them "issues," or "concerns" or my favorite, "opportunities." But, let's face it - in the hotel business, we have problems and we need solutions. Recognizing this fact is the first step toward managerial recovery. With that, we are going to embark on a three part series designed to help you and your organization solve problems using the Orgwide Problem Solving Process. By Jim Hartigan
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As the hotel industry comes roaring back from a devastating economic downturn, I am already amazed at the number of hotels, hotel companies, and even destinations that have returned so quickly to a state of profitable mediocrity. By Doug Kennedy
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It is better to give than to receive... right? What happens when hoteliers give a complimentary stay or experience, a "comp", to support a special program or fundraiser and the recipient, the lucky "comp" winner, shows up to experience their reward? When that guest begins to make their arrangements, are they treated the same as other guests, better or worse than other guests? By Roberta Nedry
More... [1142 views]
Over the past five years, social media has revolutionized the global economy and become one of the most attractive and cost effective platforms to promote brands and stay competitive in the market. Yet according to a recent poll conducted by TravelClick, almost a quarter of hotels are not utilizing social media to increase occupancy and revenue per available room (RevPAR).
More... [1075 views]
After a couple of decades leading both large teams and small startups, I've learned more than a few universal truths about organizations. One of the most important: Your company is only as sharp as your dullest employee. Think about it; We hire and then develop folks hoping that they'll think on their feet, come up with great ideas and make great decisions that help us accomplish brilliant things. By Donna Wells
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Handling bookings enquiries calls is the most important aspect of room reservations management. The way the room reservations manager or the booking agent handles these calls could be the difference between getting the booking or loosing it. By Taoufik Haraketi
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Two of the world's largest hotel companies are reaching out to other industries to establish partnerships that they hope will help their luxury brands continue their recovery. By Jane L Levere
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With about three months to go to before Wyndham Hotel Group opens its first TRYP by Wyndham hotel in the USA, I thought you might like to see what the newest addition to the 90-location chain looks like. By Barbara De Lollis
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Global Hospitality Newsletter: June 14, 2011
Thanks to online reviews, customers can now share their brickbats and bouquets with the entire world. For business, the rise of consumer power is both threat and opportunity, reports Suzanne McFadden.
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As London counts down to the 2012 Olympics, a flurry of new luxury hotels have thrown open their doors, offering visitors everything from vintage cocktails to rooftop spas and sightseeing trips by helicopter. Here are six of the most eye catching, spread across the capital from Clerkenwell to Kew. Rates are for a double room in June, including VAT. By Nigel Tisdall
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'It could have happened to me': Hotel Maids Protesting at Dominique Strauss-Kahn's Court Appearance Protest Speak Out
Lourdes Colón-Santos knew she was in trouble when the guest asked to stay in the room while she was cleaning. As she emptied the bin in the bathroom, she could feel his eyes burning into her from behind. "He was watching me every time I bent down,' she said. "I saw it out of the corner of my eye. I felt really uncomfortable.' By Joanna Walters
More... [705 views]
In a free class offered by the traveler review site TripAdvisor, hotel managers got tips on how to make the most of their online profile. By Hannah Sampson
More... [688 views]
Liat Clark speaks to Paul Harnedy, regional director for Barceló Hotels in the UK, about how the hotel group has fared since its UK launch in 2007.
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Grant Thornton's Hotel Survey 2011 shows that both average room and occupancy rates increased in high-end hotels across Vietnam during 2010.
More... [591 views]
Expedia recently announced what looks like a promising partnership with Groupon. Groupon is creating a special section on its site called Groupon Getaways that will offer deep discounts to the tune of 50% on travel-related services by tapping Expedia's inventory of hotel rooms and travel services from its 135k hotels as well as car rental and cruise options across the globe.
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Like many good stories, this one began around a campfire. By Sarah Barrell
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Global Hospitality Newsletter: June 13, 2011
Embracing This Buzz Term Will Improve Guest Services. By Larry Mogelonsky, P.Eng., MBA.
More... [1451 views]
I've come to learn that "upsets" are based on at least one, or more, of these three factors. If you are upset, at someone, or, about something, you can attribute it to one or more of the following contributing factors: By Dale Dyck
More... [743 views]
Technology has created a massive change in the hotel industry, the days where there was no reliable way to guarantee an arrival date - guests arrived, if there was a room, they stayed - are well and truly gone. Today guests book their rooms with their iPads months in advance. By Taoufik Haraketi
More... [2142 views]
A new report launched today by Amadeus, titled Transform Your Growth Strategy Now, says that if hotels are to secure growth in the next three years they must align strategic business and IT priorities now. The report, in conjunction with leading industry expert Robert Cole, identifies gaps that exist between hotel technology, marketing and operations that are currently blunting growth strategies and ambitions.
More... [611 views]
The FCO has said it is safe to travel to Tokyo and beyond in Japan since 5th April, visitors to Japan have dropped by around 50%. With the full reopening of the Tohoku bullet train line on 29 April, the situation for visitors is virtually back to normal in all of Japan, including most of the Tohoku Region (the area in northeast Japan where the earthquake and tsunami occurred).
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How about an iced caramel mocha with your hotel room key? Hotel chains seeking to accommodate guests' changing lifestyles are retrofitting their lobbies to look and feel more like a Starbucks coffee shop as they entice guests to hang out and have a beverage. By Julie Jargon & Alexandra Berzon
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Ritz-Carlton has announced a major expansion and development initiative in which it plans to add 36 hotels and residential projects from Morocco to Mexico, through 2016.
More... [711 views]
Cecilia Galbraith stepped off the elevator at Mandarin Oriental, Miami and immediately picked up the scent of a hotel marketing trend. By Hannah Sampson
More... [433 views]
Global Hospitality Newsletter: June 10, 2011
A recent article by Michael Scully, Managing Director Hospitality of Seven Tides Development, reinforces the need to prevent commoditization of hotels and hotel brands. I couldn't agree more. So allow me to build on this idea. By Larry Mogelonsky
More... [2147 views]
There's no doubt that investing in training and developing your team pays dividends. But how can you ensure that you're getting the full benefit of your training budget? This week Caroline Cooper from Zeal Coaching explores seven ways to ensure you're truly maximising your investment in training.
More... [607 views]
Hotel companies are racing to create a better room key. Some chains are adopting permanent keys that repeat guests can carry in their wallets and use for multiple trips at a variety of properties. Other establishments are doing away with physical keys altogether; instead, guests can open their room doors by holding their cellphone next to the lock. By Andrea Petersen
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Hotels.com and Columbus Internet have announced today the launch of their new Facebook app, ‘Hotels WithMe' in Asia Pacific.
More... [834 views]
Shortage of available hotel stock in Paris is turning quality hotels in the French capital into trophy assets for international investment by private individuals and funds. This is likely to push the average value of rooms in the city's hotels, already the most expensive in the world, to a record €650,000 by 2015.
More... [404 views]
Two of the world's largest hotel companies are reaching out to other industries to establish partnerships that they hope will help their luxury brands continue their recovery. By Jane L. Levere
More... [1293 views]
The U.S. Department of Commerce today announced that for the first three months of 2011, visitation (12.9 million) was up two percent compared to the same period in 2010. However, in March 2011, travel to the United States was flat compared to March 2010 with 4.8 million international visitors to the United States.
More... [228 views]
Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) announced an unprecedented managerial endeavor to move its Senior Leadership Team to China for one month. From June 8th through July 11th, Starwood President & CEO Frits van Paasschen and the company's top executives will be headquartered in Shanghai, where they will conduct day-to-day business on a 12-hour time difference with their "usual" operations in White Plains, New York.
More... [775 views]
Global Hospitality Newsletter: June 9, 2011
The citizenM concept began with the observation that over the past few years, a new type of traveler has emerged. 'The traveler of today travels in jeans, a cheap t-shirt, an expensive watch, drinks champagne, and takes public transport'. By Josiah Mackenzie
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A six-month study entitled the ‘Travelodge Future of Sleep', carried out by award-winning futurologist Ian Pearson, has investigated the impact of new technology on sleep and how the hotel room of the future will respond to helping guests sleep better in 2030.
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The list is getting shorter every day. I picked up a newspaper the other day and saw yet another City in Canada that has added a destination marketing fund ("DMF tax") to their room rates. By Dale Dyck
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Days after former IMF chief Dominique Strauss-Kahn was arrested for the alleged sexual assault of a hotel maid in his luxury Sofitel hotel suite, the housekeeping staff at the nearby Sheraton New York was called to a meeting with hotel management. By Joseph Ax
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TMS Asia Pacific has reminded tourism sector employers of the pivotal role well-planned succession strategies can play in retaining and developing key staff.
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Harvesting crops in Manhattan is tough. So Element New York Times Square West is doing the next best thing. Giving guests and neighbors easy access to fresh, seasonal produce and artisanal farm products, the earth-friendly hotel will launch a pioneering partnership with Holton Farms, an eighth-generation Vermont-based farm and Community Sponsored Agriculture (CSA) program.
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GetThere the world's leading travel and collaboration management solution, today announced the results of the 11th annual GetThere Corporate Travel Benchmark Survey. The survey revealed that while business travel is increasing, corporations are still heavily focused on reducing travel expenses.
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Social media sites have become the preferred tool when it comes to searching for and researching candidates. However, some companies are now using such sites in a very different way. The Wall Street Journal reported that Marriott International Inc. created a hotel-themed online game that the company hopes will inspire people to pursue a career in the hotel industry. By Heidi M. Agustin
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Global Hospitality Newsletter: June 8, 2011
We have received a great deal of feedback on our recent three part series on Team Member Engagement. As you may recall, we defined an "engaged team member" as "one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization's interests." We previously explored three elements of employee engagement including trust, communication, and participation. One question that many of you have asked is - which of these elements is the most important? By Jim Hartigan
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When I was a line employee in the hotel business, I would usually be the person assigned to serve the VIP guests. Whether I was a server or a concierge, my managers trusted me to provide exceptional customer service to the CEO's, celebrities, and royalty that would visit. In my manager's minds, those guests needed "extra special service". By Bryan K. Williams
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With Groupon, LivingSocial, Facebook Deals and now Google Offers (only available in Portland, USA for now, the hospitality industry should be able to market their facilities to locals far better than in the past. These companies send millions of opt-in emails every day to their customers. But these customers are only locals of the city where deals are happening. By Hotel Blogs
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This article is the second of a three-part series that explores the rationale, methodology and results related to RevPAR-adjusted budgets. Adjusting budgets for a market's RevPAR performance is proposed as a far superior tool to measure management's performance, compared with unadjusted budgets. This second article introduces an example to illustrate how to perform the necessary RevPAR adjustments. By Miguel Rivera
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Hotels have used scent, art and of course food to set themselves apart. Now is using indie musicians as a way to define itself. By Elaine Glusac
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Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) is lengthening its long established lead as the largest high-end hotel operator in China with more than 70 existing hotels and a pipeline of over 90 new hotels.
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Luxury has a new look and feel in Las Vegas, a more accurate reflection of the economic downturn's effect on bank accounts, home values and egos. Across Las Vegas, the focus on approachable luxury is apparent in menus with more affordable selections, value-added hotel packages and, perhaps most welcome, renewed attention to customer service. By Valli Herman
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InterContinental Hotels Group (IHG) has reported another successful period for hotel signings, adding a further 54 hotels to its European pipeline in the year from June 2010 to May 2011.
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Global Hospitality Newsletter: June 7, 2011
Since we are firmly into the season of Hotel Technology Conferences and Exhibitions, I believe it's the perfect opportunity to update and re-issue our ever popular Do's and Don'ts of Hotel Technology. By Terence Ronson
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Guest satisfaction with hotels remained strong in the first quarter of 2011 (+1.1 to 84). All industry segments reported higher scores with Luxury Hotels (+2.5 to 88.5) and Economy Hotels (+1.6 to 80.5) posting the biggest gains. Among hotel brands, the highest customer satisfaction score was achieved by Starwood's The Luxury Collection(+6.3 to 93.0), with The Ritz-Carlton Hotels coming in a close second (+2.6 to 92.9).
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Just in the last five years, the world has changed as we know it with the ever-evolving social media platforms, which present a myriad of options for marketing, connecting, and selling and buying. Articles upon articles tell us about the increasing importance and necessity for businesses to play in the social media arena. But when it is reported that Queen Elizabeth is "tweeting", and a CEO of a five-star hotel company sent a "tweet", it is obvious that social media, when used unauthentically, comes off as nothing more than an ruse, without positively influencing business or creating a positive image. By Brenda Fields
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Facebook has become one of the must-haves in any modern-day marketing strategy and every socially-aware hotel should have its own page. But with it being such a new tool, how do you know what you should be doing? Why should you invest time engaging people on Facebook?
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Laying out a clear vision for your company is one thing. Getting your employees to buy in and implement it is an entirely different animal. Dwight Eisenhower said real leadership is getting someone else to do something you want done because they want to do it. By Cameron Herold
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As the recovery in the U.S. hospitality sector continues to chug along, Frits Van Paasschen, the chief executive of Starwood Hotels & Resorts Worldwide, is focused on a potentially bigger market: China-and he's temporarily moving his company's headquarters to Shanghai to make the point. By Alexandra Berzon
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In a country-wide first, Japanese operated Solare Hotels & Resorts has implemented a sophisticated new software application - HotelSnapshot that allows the most up to date analysis of internal metrics plus access to key external data that impacts hotels & resorts.
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The general manager of Hotel Novotel Abidjan has been found murdered, following a two month-long intense search by authorities from France and the Ivory Coast.
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Global Hospitality Newsletter: June 6, 2011
A Baker's Dozen of Formulas to Thrive (and not merely survive) in the Service and Hospitality Industry!
Over the last ten years, I have researched and found more than 100 proven strategies that have varying degrees of particular value to hospitality businesses. While some of them are not new, they all have specific benefits to anyone in the service industry. By Dr. John Hogan, CHA CHE CHMS
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The Revenue Manager (RM) and the Chief Financial Officer (CFO): both must decipher and act on the most influential data in order to determine the future of their respective businesses. Much like the CFO, the RM must gather forecasting data not only to achieve the highest revenue possible (measured here by RevPAR), but also to ensure the hotel's future profitability and cash flow. This data contributes not only to day-to-day operations, but also to strategic, long-term projects such as capital improvements and expansion. By Jean Francois Mourier
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How can you make sure you reach the relevant target group? How can you create leads and drive sales? How can you earn money with Social Media? Let me show you how... By Gaby Feile
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Elizabeth Moreno was making the bed in a downtown Chicago hotel room when the room's guest unexpectedly returned. By Andrea Canning
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Travelers who prefer boutique hotels to big cookie-cutter brands have long faced a trade-off. While often more charming and memorable than your typical chain hotel, most independent hotels don't offer loyalty programs. By Michelle Higgins
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A new report gives us a glimpse at how Japan's hotels are doing following the country's series of tragic events that started with the 8.9 magnitude earthquake on March 11. By Barbara De Lollis
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As the leading foreign exchange earner and representing one in every seven jobs, tourism is a crucial factor in Egypt's economic recovery, stressed the Prime Minister of Egypt, Essam Sharaf, during an official visit of UNWTO Secretary General, Taleb Rifai, and President and CEO of the World Travel & Tourism Council, David Scowsill, to the country.
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Global Hospitality Newsletter: June 3, 2011
Global Staff Movements for May 2011 provided by Spectrum International.
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If you are managing a very small hotel property, is reputation management still an important activity? Through conversations with hundreds of independent hotel managers (including discussions leading up to ReviewPro's recent partnership with Epoque Hotels), the consensus appears to be a clear 'yes' - reputation management is very important. By Josiah Mackenzie
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The rebound of U.S. hotels and resorts is drawing in buyers who stepped back from the industry prior to the recession, as the hospitality sector once again promises high returns. By Kris Hudson
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We promised to let you know when Hotel Business® published its coverage of its 2011 Executive Roundtable--Capital Ideas: Financing Solutions For Opportunistic Dealmakers that took place on May 2, 2011 in Los Angeles prior to Meet the Money®. The current issue of Hotel Business® just hit my mail box and the articles covering the Executive Roundtable and Meet the Money® provide some thoughtful reading. If you do not know why now is the time to invest in a hotel, you will want to read these articles! By Jim Butler
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iPerceptions Inc. announced the release of its Hospitality and Tourism Industry Report for Q1 2011. With a strong economic resurgence under way, the report shows that luxury brands are benefitting from the increase in discretionary income and corporate travel budgets more than any other tier.
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For decades, the hardy travellers who braved the icy roads and a 1,900-kilometre drive to Lhasa from Sichuan have been greeted with austere monasteries filled with crimson-robed monks and the terrible taste of yak's butter tea. By Malcolm Moore
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As lodging industry leaders continue to reevaluate their guest loyalty programs, an analysis published by the Cornell Center for Hospitality Research (CHR) demonstrates the value of marketing research to make loyalty programs more effective.
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International hotel management chain Accor, the largest hotel operator in Asia and the Pacific, will open 21 new hotels in Indonesia, one of its fastest growing markets in Asia, an executive says. By Linda Yulisman
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Global Hospitality Newsletter: June 2, 2011
As a follow-up to last week's how to optimize your TripAdvisor listing post, this week I discuss how to use Yelp to promote your business and strengthen your online reputation. By Daniel Edward Craig
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Hospitality Re-Defined: Air Canada Discount Subsidiary - Does Anyone Really Believe it Will Ever Take Flight?
Earlier this year Air Canada announced their intent to launch yet another discount carrier, under an as yet to be determined name. Apparently, they have not learned their lesson from their past failed attempts to launch and run a discount carrier. By Dale Dyck
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Achieving perfect work-life balance is not easy, but you already know that. What you may not realize is that dogged pursuit of balance is not always desirable. Just as being a workaholic can wreck personal relationships, blindly adhering to a formulaic mix of career, family, and outside interests can harm both your professional and personal lives. Flexibility is crucial to achieving work-life rightness. By Julie Rains
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Budgets are a good planning tool for hotel operators, owners, and other stakeholders. However, it is inappropriate to use them as benchmarks to measure a manager's performance. It is intriguing then that so many people in the industry use them as targets to measure and reward performance. By Miguel Rivera
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Business travel, both individual and group, is up this year. And for the most part, the pace is better than last year, reports Benchmark Hospitality International in its 'Top Ten Meeting Trends for 2011.' By David Wilkening
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Burgeoning Chinese inbound and outbound tourism has provided a boost for US-based Marriott International Inc to further tap the domestic hospitality market and lure more Chinese tourists traveling abroad to its businesses, a senior company executive said.
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Sofitel has relaxed its strict dress code for female staff at the hotel where former IMF boss Dominique Strauss-Kahn allegedly sexually assaulted a chambermaid.
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In a survey among agencies, airlines, cruise companies and other travel suppliers, more than half (52%) said they now expect to see no growth in UK traveller numbers in 2011 at all, with a further third (36%) predicting a contraction this year.
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Global Hospitality Newsletter: June 1, 2011
An E. coli outbreak that is ravaging Germany and other parts of Europe - and has prompted government officials there to issue a warning to consumers tempted by raw salad vegetables - is on pace to set a global record. By Jessica Leeder
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Twitter is a great platform for hoteliers and their respective managers to communicate socially with customers. But it's not always apparent what social media teams or hoteliers should "tweet" about, or how they should go about doing it. Luckily we're here to help. By Briley Kenney
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The recession offered no safe havens for hotels. Like other segments of the hospitality industry, hotel stocks were badly battered as more business and leisure travelers stayed home and innkeepers' rooms remained empty. Here's how bad it was: between 2008 and 2009, the industry's earnings took nearly a 39% hit. By Susan J. Aluise
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Many hotel property owners and hotel management teams of city hotels, resorts, conference hotels and upscale country side B&B's are adding a luxury Spa to their property. Why? Because by adding a spa to their hotel they will... By Julia Baquiast
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When you think about breakfast, you think about eggs, right? But eggs on a dinner menu? Eggs as features that dress up standard main courses? Eggs instead of sauces? That's what's happening around hundreds of menus these days. Clever chefs are creatively adding eggs to both lunch and dinner dishes ... and the reasons are pretty clear: By Joseph Baum & Michael Whiteman Co.
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At the best hotels, the new luxury is the old luxury: service. In the post-recession world, high-end hoteliers' investments are shifting away from fancy freebies like lotion and soap and toward expert service that reflects a real understanding of the guest's preferences... By Victoria Bryan and Helen Chernikoff
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Results of the new survey found 56% of responding human resources professionals say promotional products imprinted with a company's name or logo convey a positive image when distributed during job fairs and other recruiting efforts.
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Bigger used to mean better when it came to luxury day spas. The actual definition of SPA (Greek for Salus Per Aqua, Healthy By Water) had become lost over the years and a new image of American day spas emerged bigger, swankier and much more expensive than consumers had ever imagined. With a smaller emphasis on health and a larger emphasis on luxury, Americans were paying top dollar for royal retreats at the local day spa.
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