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ehotelier Hospitality News Archives: August 2011
Global Hospitality Newsletter: August 31, 2011
For today's discussion, I am defining conflict as a disagreement through which the parties involved perceive a threat to their needs, interests, or concerns. The type of conflict we're talking about is not just a mere difference of opinion; it is a situation in which at least one person involved feels threatened in some way. Conflicts can be deeply personal, deeply emotional-and many people's passions tend to accompany their conflicts... By Bob Taylor
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What we speak and how we say it has a large bearing on our personal and professional relationships. When asking someone to do our bidding, there is a world of difference between saying, "Can you please do this?" and "I am asking you to do this." By L. Aruna Dhir
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Hotel Lawyer update on Hotel owners terminating hotel operators. This weekend has been a busy one for owners tired of dealing with their branded managers. The Turnberry Group dropped Fairmont on Sunday. By Jim Butler and the Global Hospitality Group® Hotel Lawyers
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I don't want to state the obvious but the economic downturn of 2008 and the renewed fears from a double dip recession that have been highlighted lately leave hospitality managers with no choice but to focus on ways to attract and win customers in today's hyper-competitive environment. By Taoufik Haraketi
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We are a nation of thieves. Every morning, in hotels up and down the country, guests are walking off with hundreds of pounds worth of household items - and we're not talking about the odd bottle of shampoo, bath caps or body lotion. By Mark Palmer
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Every hotel brand faced tough decisions during the recession. For Sheraton Hotels & Resorts, the challenge came in sticking with its brand revitalization effort, which began in 2007. By Beth Kormanik
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University and College Students Flock to the AAHS National Hospitality Careers Expo – Celebrates 10 Years
Defying the current negativity about the Australian tourism and hospitality industries, hundreds of college students' from AAHS member schools will flock to the Australian Technology Park to attend the Australian Association of Hotel Schools (AAHS) Hospitality Expo on Monday 24 October 2011.
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It's a suite that may appeal to only the most die-hard of fans - but one London hotel reckons it can cash in on love for Jaguar cars with a dedicated 'Jaguar suite'.
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Global Hospitality Newsletter: August 30, 2011
Despite an unsettled economic climate, the Luxury Collection, an upscale brand of Starwood Hotels and Resorts, is updating its advertising to attract new guests. By Jane L. Levere
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I noticed a charge on my American Express card for $250. I inquired with American Express regarding the charge and after a couple of weeks Amex informed me that, Ace charged me a smoking fee. There's just one problem: I don't smoke. By Christopher Elliott
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Today, I would like to present a set of positive and contra statements that should really form the basis for a professional's code of ethics and develop into tenets that help you become a super achiever in life. Let's call them our Eleven Commandments and see how they work for or against us. By L. Aruna Dhir
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Your OTA listings are a very important part of securing online bookings. Because such a large percentage of consumers book online, your OTA listing is often the first place that potential customers encounter your property. It's imperative that you make your first impression a good one. By Jennifer Nagy
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Individualized décor and attention to detail characterize a growing collection of cool new places to stay in Israel. What is a boutique hotel, you may ask? By Abigail Klein Leichman
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People aren't terribly surprised that I consider discount or budget motels to be more than comfortable, if not catering to too much self-indulgence. You laugh, but I suppose to a discerning guest, spoiling one's self is all relative to what is considered "roughing it" and what is considered luxury living. By Jordon Schaul
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Hotels are in danger of alienating regular customers with price gouging during the Rugby World Cup, with one client saying the "abhorrent" practice means it will never use a central Wellington hotel again.
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Hotels are breaking their necks to make the most of the Rugby World Cup and Hotel DeBrett is no exception, but co-owners Michelle Deery and husband John Courtney, of the chic inner-city Auckland hotel, have calmly turned down a World Cup sponsor who wanted to take it over for the duration of the event. By Gill South
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Global Hospitality Newsletter: August 29, 2011
Last month we discussed the apparent need for hotels to implement a Revenue Management strategy for their spa in order to maximize the profitability of their business. So let's now take a closer look, and define the Key Performance Indicators that need to be measured. By Julia Baquiast
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Legoland California will embark later this year on its costliest expansion ever, with the planned construction of a long promised Lego-themed hotel on the park grounds. By Lori Weisberg
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Chasing after the wrong customers can be costly, especially for a small business. After all, why should you overspend trying to win back dissatisfied customers when you could just as easily ask satisfied customers one simple and profitable question? By Courtney Colwell
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Study of vacation home reviews shows relatively few balanced reviews.
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Stuart Bowery, the new general manager of London's Grosvenor House, a JW Marriott hotel, talks to Sara Turner about the London riots, the Olympics, and the capital's luxury hotel sector. By Sara Turner
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Poor access and the lack of infrastructure, compounded by the perception of Vientiane and Laos as a low cost and undeveloped destination, is restricting the growth of the hotel and tourism industry in the city, reports Horwath HTL in a market overview of upper-tier hotels in Vientiane released yesterday.
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London hotels set records in occupancy and profitability levels in July while those in the provinces face more problems. An occupancy level of 92.4% was recorded in the capital by TRI Hospitality Consulting in its latest HotStats survey of about 550 full-service hotels across the UK.
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In the early hours of Monday morning, billionaire founder of the Virgin empire Richard Branson watched the main house on his 74-acre, $100 million Necker Island estate burn to the ground after being struck by lightning. By Clare O'Connor
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Global Hospitality Newsletter: August 26, 2011
Hotels often ask the social media team how they, as hoteliers, should promote their social channels on the hotel's website. Follow up questions include: By Keith DeVey
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Terranea, a Tuscan-themed luxury resort on the bluffs of Rancho Palos Verdes, Calif., couldn't have opened at a worse time. By Roger Vincent
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Even with the best intentions behind it, criticism can make me feel defensive. As the recipient of many kinds of criticism over the years, I've collected five tips to help you gracefully accept the words meant to make you better, no matter how awful it may feel hearing them. By Helen Jane Hearn
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Hotel Lenders: Will you control the revenues of your hotel after foreclosure? Are you sure? What could go wrong? A lot can go wrong with lender expectations in a hotel loan unless the hotel loan documents are prepared by knowledgeable hotel lending lawyers. By Jim Butler and the Global Hospitality Group
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Marriott International (Free) by Marriott International offers a quick and convenient way to find a Marriott hotel in a truly staggering number of countries. By Luke Patrick
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Six guests of the Aria hotel in Las Vegas sued the property and its builder Tuesday, charging they acquired Legionnaire's disease there and then endured pain and suffering and incurred hefty medical bills while recovering. By Steve Green
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Hotel occupancy levels in Malaysia rose to 70% in 2010 from 62% in 2009, with Kuala Lumpur registering growth in Revenue Per Available Room (RevPAR), while other cities witnessed a decline in performance, as reported by Horwath HTL in the recently published 2011 Malaysia Hotel Operations Survey.
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Crowne Plaza maintains the top position for customer satisfaction, but competition is tight. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending June 2011.
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Global Hospitality Newsletter: August 25, 2011
Why should I stay at this hotel and not the one next door? A question most shoppers ask themselves before staying somewhere they haven't seen or heard of before. The point of reference most customers trust is a review or the new word of mouth in a global industry, which enables customers to become more emotionally comfortable with a decision. By Alan Roth
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Treat me like a kid and I’ll act like one too. Train me like an Adult and I’ll show you what I can do!
Let me start by saying that this series on pedagogy (the art or science of teaching) versus andragogy (adult learning theory) has been the most read series we've produced in the past 18 months here at Orgwide. We have already discussed the first three principles trainers should be aware of and apply, the learner's need to know, how the learner's experience impacts their learning, and how the learner's self-concept creates a self-directed learning experience increasing their commitment to learn. By Jim Hartigan
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Hilton Worldwide Inc.'s namesake brand, a fixture in Las Vegas since 1970, is set to vanish from the city's gambling scene unless Hilton finds another property to fly its flag there before year end. By Alexandra Berzon and Kris Huson
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David Mansbach takes a break from writing about human capital management trends and shares his most memorable reads from the past year.
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STR and STR Global releases global hotel development pipelines for the Asia/Pacific, Caribbean/Mexico, Central/South America, Europe, and Middle East/Africa regions for July 2011.
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The Four Seasons luxury hotel chain this summer is switching over to paraben-free toiletries. The chain's staying with L'Occitane products, but switching to the French beauty care brand's new line as it sheds parabens from all of its products. By Barbara De Lollis
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Las Vegas taxis have been again voted the best taxis in the United States, according to the annual taxi report compiled by hotels.com®, the leading provider of lodging worldwide. Almost 5,000* travelers from 23 countries around the world provided their views on various aspects of traveling by taxi. The cabs were judged on seven categories - cleanliness, value, quality of driving, knowledge of the area, friendliness, safety, and availability.
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Virgin tycoon Richard Branson and his family - including his 90-year-old mother - and houseguests including actress Kate Winslet were forced to evacuate in the early hours of Monday morning after his $100 million private compound on Necker Island burned to the ground. By Clare O'Connor
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Global Hospitality Newsletter: August 24, 2011
The Industry's Most Popular Hotel Valuation Tool Now Updated: Cornell Center for Real Estate and Finance Presents HVS Tool Free of Charge.
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Hotel Lawyer with more on M Waikiki Edition lawsuit against Marriott - What Marriott's General Counsel says
I have gotten a lot of compliments on the article from people saying that it helped them understand what was going on there. But a recent letter from Ed Ryan, Executive Vice President and General Counsel of Marriott International took quite a different tone. By Jim Butler
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'Can I have chocolate cake?' By Andy Beal
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Everyone who works in a hotel has their particular job and sticks to what they do best. But everyone, at some point, touches the guest and has the ability to shape his or her experience. Therefore online reputation management has got to be a team sport-hotel managers should strive to get everyone involved, experts say. By JasonQ. Freed
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Hotels tighten up on safety to discourage game that involves jumping off balconies into hotel swimming pools. Authorities at Spanish holiday resorts are warning of a fresh wave of deaths from a dangerous game played by drunken tourists that involves trying to jump off balconies into hotel swimming pools. By Giles Tremlett
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Nicki Neumeister awoke on a recent Tuesday morning and emerged on the sidewalk in front of his hotel, the Comfort Inn & Suites Near Union Station on New York Avenue NE, for a morning run. By Jonathan O'Connell
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In honor of its 25th anniversary, Conrad Hotels & Resorts is celebrating its impressive milestone by debuting an entirely refreshed global marketing campaign. Taking a page from the fashion world, the brand and its creative agency, Young & Rubicam (Y&R), have created a breakthrough campaign that captures the individuality of its guests.
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Pets, especially dogs, have never been as big a part of the American family as they are right now. From pet sitters to spas and massages, specialized trainers to anti-depressants, people are sparing no expense when it comes to their four legged family members. By Larry Olmsted
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Global Hospitality Newsletter: August 23, 2011
Independent hotels boast that they offer a one-of-a-kind experience. The linchpin counter for the big chain hotels has always been their tried-and-true loyalty programs, leveraging their scalability to keep customers faithful. It was an area where independents could not compete! Well, thanks to some new entrants to the loyalty program game as well as the revitalization of older systems, this is no longer the case. And all of this is making for a very interesting landscape in the hotel industry. By Larry Mogelonsky, MBA, P. Eng.
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Heineken, one of Holland's most popular beers, is also the name behind one of Amsterdam's most luxurious hotels, Hotel De L'Europe. By Lori Rackl
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As the hospitality sector continues to morph and be shaped by forces old and new, I caught up with Mark Molinari, Vice President of Revenue Management & Distribution at the Las Vegas Sands Corporation, to find out what key issues lie ahead for the hospitality and gaming industries. By Marco Saio
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iPerceptions Inc. today announced the release of its Hospitality and Tourism Industry Report for Q2 2011. Although the hospitality industry is seeing renewed enthusiasm to travel, the report shows that hospitality companies should improve website responsiveness in order to maximize travel purchases.
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Andrea's already debated whether hotel gyms are a waste of space, and cited research which implied that three quarters of travellers are swayed on where to stay by a hotel's gym facilities. If, like me, you count yourself among them, it's handy to know not only that your hotel has a gym but also what that gym has to offer. So I'm breaking it down for you here... By Holly
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A report released today suggests that firms are ‘relaxing' their travel budgets as corporate travel recovers. Produced by integrated travel and expense company Concur, the report looks at global expense reporting trends in the second quarter of this year.
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Sunjae Sharma is the general manager of the new Hyatt Regency, Chennai, which opened on August 10. By Tom Otley
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Two sisters had to go to hospital to be treated for 100 bed bug bites after staying at a hotel in Central London. By Richard Hartley-Parkinson
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Global Hospitality Newsletter: August 22, 2011
Too much data analysis and not enough decision making can cause the very real problem of paralysis by analysis: a poisonous situation that creates slow decision-making-or brings it to a halt-due to redundant analytical processes and sheer data overload. I was reminded of paralysis by analysis in a recent posting by David Carr at Forbes.com: "Don't Just Analyze Your Business, Optimize It". By Jean Francois Mourier
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Last week, we introduced the concept of andragogy, or the theory of adult learning. Based upon the overwhelming response we received - we hit a nerve! Therefore, I'm going to take the time to explore each of the principals of adult learning in greater detail - starting with the first three. I'll describe each principle and then explain the implications to trainers-in other words, what you might do as a trainer to meet the principle. By Jim Hartigan
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Hurrah! Despite what you read in the papers about reading being a dying art and Kindles taking over the world, bookworms like myself are still very much alive and kicking - and being recognised by London's hoteliers. Here are my favourite five hotels for literature-loving guests... By Holly
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A lobby full of trendsetters can make a hotel chic, but luring them in is easier said than done. W Hotels is looking to a fashion insider to help it recapture cutting-edge cachet. The hotel company today will name Jenné Lombardo to a job it calls "fashion director." By Christina Binkley
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Paid search marketing continues to function as a critical direct online channel tool to combat the OTAs, making it essential that hoteliers understand how sophisticated search marketing technology can optimize campaign performance, increase ROIs, boost conversions and revenues, and ultimately save precious marketing dollars. By Jason Price and Toby Tornay
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They came, they saw, they conquered - and had a lot of fun along the way...
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A hotel in orbit, lunar sightseeing flights and luxury rides into the cosmos -- all are part of Russia's vision to ensure it is not left behind in the growing space tourism industry.
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Team members and clients at Caledonian Hilton, Hilton Edinburgh Grosvenor and Hilton Edinburgh Airport collectively raised £5,692 for local charities Lasswade Thistle Youth Academy, Radio Lollipop and Rothiemurchus Lodge from a truly long-distance challenge. By Laura Duncan
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Global Hospitality Newsletter: August 19, 2011
Does your hotel accommodate weddings? If yes, I'll bet that management keeps a record of how many weddings they have held in the past twelve months, and I'll double down that they have a calculated goal for how many they expect for the upcoming years. The fact is that weddings are big business for all involved, and are given their just dues in the corporate limelight. By Larry Mogelonsky
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When I'm delivering customer service or sales training in hotels or hospitality businesses I often ask the question; "Who here has a responsibility for selling?" Obviously all the people with the word sales in their job title put their hands up, but they are usually the only ones. Surely everyone in your hotel or hospitality business will have an impact on sales, regardless of their role, and whether they are front or back of house. By Caroline Cooper
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Conde Nast Traveler announced the winners of the magazine's fifth annual World Savers Awards, honoring travel companies from around the world for their leadership in social responsibility in six key areas: education, health, poverty, preservation, wildlife, and "doing it all." By Sarina Sanandaji & Stefanie Adlerstein McNamara
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An army officer, his wife, and three children were spending the night in an airport hotel, preparing to fly to an overseas base, when the wife fell ill. By Mike Oppenheim
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Here's a scam so bad even Mickey Mouse took a stand...
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Hilton Hotels & Resorts rolls out Hilton Huanying, the new Hilton Worldwide welcome program for Chinese travelers at 51 participating properties in 13 countries worldwide, with a global unveiling at Hilton San Francisco Union Square.
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Latin America's Total Construction Pipeline rose for a sixth quarter in a row to 528 projects/85,417 rooms in Q2 2011. Total projects are now up 14% and rooms up 6% year-over-year (YoY), propelled by continued rapid Pipeline growth in South and Central America, with projects up 28% and 21%, respectively, in the past year.
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Leading Hotels are known for fine accommodations, as well as outstanding dining. Just as there are hundreds of stories attached to Leading Hotels themselves, there are stories to tell about some of the stellar wine cellars associated with each hotel. The following is a sampling of an oenophile's dream collection...
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Global Hospitality Newsletter: August 18, 2011
Chinese tourism is blossoming in the U.S., growing by more than 50% in just the last year. What can hoteliers and hospitality professionals do to reap the rewards from this demand? By Li Chen
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As a parent of a 21 year old and a 16 year old, I have heard the phrase, "Stop treating me like I'm a little kid" more times than I would like to admit. Changing my communication approach, as my children grew older was a tough thing for me to learn. Similarly, as a trainer of adults, one of the most important things I had to recognize is the fact that children and adults learn differently. This becomes an important distinction because many trainers fail to adopt adult learning practices (andragogy) when they design training for adults. Many trainers continue to use training methods built on pedagogical principles-principles used to train children. By Jim Hartigan
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The midscale chain-scale segment comprises the smallest portion of the European development pipeline, but it still has relevance in the marketplace, according to hotel operators. By Stacey Mieyal Higgins
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I was recently interviewed by Jason Freed of HotelNewsNow (a division of Smith Travel Research) about three high profile lawsuits in the hospitality industry. By Jim Butler and the Global Hospitality Group® Hotel Lawyers
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Royal Plaza on Scotts (RP) will set the lobby ablaze and get your adrenaline pumping once again, as Singapore celebrates the nation's fourth night motor racing season. Vroom Vroom Macaron! will take centre stage as the hotel flags off the much anticipated occasion with a good deed and a life-sized macaron race car in its lobby, the first ever to be created in the world.
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The quarterly Hotel Price Radar by HRS, the hotel portal, has identified a levelling of global hotel prices. Whilst most rates increased in Q1 2011, Q2 has seen many prices decrease, especially in Cape Town which has seen a dramatic decrease of 28% compared to the same time last year when it hosted the World Cup. By Vicky Karantzavelou
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Africa's future is bright. Africa is moving decisively out of recession, and looks set to renew its pre-recession average growth rate of six per cent (African Economic Outlook 2010 and Travel & Tourism Competitiveness Report 2011) due to a move towards market friendly economic framework conditions that have helped to nurture growth (InsightGroup 2011).
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The palatial Fisherman's Paradise resort boasts something for the angler with everything: a helipad, a marina, a two-floor gym, a health spa, a sports bar, a 900-bottle wine cellar, even a movie theater. By Drew Harwell
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Global Hospitality Newsletter: August 17, 2011
As a hotel industry trainer and consultant, it continues to be fascinating to observe firsthand the extreme differences between how various revenue management and distribution marketing executives view the voice reservations channel. On one end of the spectrum, many hotel RM's and hotel marketers these days pay little if any attention to managing their voice operations. Instead their agendas are filled with meetings and task lists focusing mostly on their electronic channels, whether direct website bookings, online travel agency reservations, or brand.com. Or they are busy meeting with the area sales representative from the latest hotel discount program.... By Doug Kennedy
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QR Codes are taking over window shops and restaurant or bar menu's by storm. Is it a FAD, a hype that will disappear with a year? Or is it the beginning of a new trend in consumer engagement? How can we apply this in hotel marketing or in giving better service to our guests? By Patrick Landman
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Despite the best of intentions, every service organization experiences service failures. But the best service systems create plans to identify, correct, and prevent repeated failure. In a new report from the Cornell Center for Hospitality Research (CHR), two service researchers have developed a comprehensive model for a "self-healing" service system. The report, "Designing a Self-Healing Service System: An Integrative Model," by Robert Ford and Michael Sturman, is available at no charge from the CHR.... By Jane Henion
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Unlike most hotel guests, Shawn Seipler spends a lot of time thinking about the wasted resources left behind after he checks out of a hotel. By Rob Lovitt
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I'm not daring enough to broadcast my sex life for the entire world to watch, but if I were, I know where I'd be heading on my next vacation. Porn mogul Berth Milton Jr.'s proposed line of sex hotels! The man thinks he's as brilliant and revolutionary as Steve Jobs and Bill Gates because his sex hotel chain will change hotel sex forever. By Jamye Waxman
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In its most recent Budget Hotel Report, Cheaphotels.org focused on the 30 most visited U.S. cities, comparing hotel rates for 2- and 2.5- star hotel prices for stays during the month of August 2011. No surprise: New York City ranked number one with an average rate of $147, while Boston came in second at $130. Following shortly in third position is San Francisco, with an average rate of $125 per night.
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A new report from PhoCusWright reveals that online hotel review volume expanded significantly in 2010, as traveler opinion plays an increasingly powerful role in the online travel search-shop-buy process. PhoCusWright's Social Media in Travel 2011: Traffic, Activity and Sentiment analyzes nearly 2.9 million online traveler reviews, covering more than 26,000 U.S. properties of 65 top hotel brands. The result is an in-depth, year-over-year comparison of traveler reviews and sentiment for the U.S. hotel review landscape, as well as the online forums - traveler review sites and online travel agencies - where travelers post their reviews. By Tatiana Rokou
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If you're staying at a hotel and in a hurry, Miss Kathy Wang Haixia is the person you'd want to make your bed. By Ang Wei Qin
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Global Hospitality Newsletter: August 16, 2011
Last year our end of year series was so popular that we would like contributions again from readers. Share your stories, your triumphs and challenges, and your advice with us and we will publish them on ehotelier.com in a special Xmas series.
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According to the Global Business Travel Association (GBTA) Foundation, U.S. business travel spending rose 6.3% in the second quarter of 2011 compared to the second quarter of 2010. Furthermore, GBTA predicts that overall 2011 spending by business travelers will be roughly 7% higher than 2010.
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"So what, exactly, do I tell my customers when they call?" By Christopher Elliott
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There are many gloomy thoughts that occur to me when I'm forced to stay in one of those dismal city-centre hotels where the breakfast buffet festers under the sort of heat lamps used to keep intensively reared chicks from dying. What did I do to deserve this? Will anyone mind if I torch the joint? Where am I? But prime among them is usually this: how, in God's name, can they serve bacon looking like that?... By Jay Rayner
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One of Auckland's newest hotels faces a hefty bill to decontaminate a room which police say was secretly turned into a methamphetamine lab. By Jared Savage
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Make today matter: that's the mantra of today's resourceful and increasingly experiential travelers, according to the newly released Ypartnership/Harrison Group 2011 Portrait of American Travelers. By Theodore Koumelis
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Business owners and others who have long complained that companies are overburdened by state regulations say a proposal now moving through the Legislature shows that lawmakers have lost all touch with reality: It would require that hotels use fitted sheets. By Patrick McGreevy
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A 11-by-6-inch pen-and-ink drawing titled 'The Judgment' by the 17th century Dutch master is valued at more than $250,000. Authorities say a man working with accomplices is believed responsible for the theft late Saturday. By Abby Sewell and Richard Winton
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Global Hospitality Newsletter: August 15, 2011
We're rather fussy when it comes to the terminology used in describing what we do in the safari tourist industry. We definitely do not consider ourselves hoteliers, operating hotels or resorts. We are safari operators running safari camps in far flung, remote locations in the wilds of Africa, which produces very different challenges to that of running a hotel in an urban environment. By John Coppinger
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Sure, I know what you're thinking; is he crazy? Look at all the advancements in technology that we have experienced over the last decade, and look at all the great things that have come from those advancements. By Dale Dyck
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Many of our earlier Hospitality ConversationsTM columns that have examined internships have been at major universities with traditional four year academic programs. Several of these programs have international components that may include global internships and/or students from around the globe. By Dr. John Hogan
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There's lots of hype about London hotels being overbooked and overpriced for the 2012 Olympics...but there ARE ways to secure a room if you judiciously deploy some of our top tips revealed below... By Holly
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Need space? Then you might want to think twice before bedding down in any of these cubbyholes. But still, while the world's tiniest hotel rooms average just 74 square feet-about half the size of Eva Longoria Parker's walk-in closet-they are in turns quirky, cute, cool and even luxurious. Plus, they can save you wads of cash while simultaneously ensuring that you're snug as a bug in a rug. By Beth Greenfield
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Another emerging reality further challenging the Australian tourism industry is the increasing number of people spending holidays visiting family or friends, potentially dampening profitability for operators. By Theodore Koumelis
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The U.S. Department of Commerce announced that 5.2 million international visitors traveled to the United States in May 2011, a three percent increase over May 2010. For the first five months of 2011, visitation (23.7 million) was up five percent compared to the same period in 2010.
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Thanks to General Manager Bill Walsh, guests of the Philadelphia Marriott Downtown, one of the premier luxury hotels in Philadelphia, can now come back to their room after a long day of business meetings or sightseeing and have a tasty treat waiting for them.
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Global Hospitality Newsletter: August 12, 2011
TripAdvisor®, the world's largest travel site*, today announced the launch of a new Management Center with free resources and content to help hospitality business owners, managers and marketers engage with the TripAdvisor traveler community, drive sales and manage their properties' reputations online. This resource platform serves as an educational hub with videos, how-to guides and tips, providing owners with crucial strategies for reaching researching travelers on TripAdvisor.
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When large restaurant companies implement sustainability policies, customers seem to react in a contrary way-and their evaluation of those companies may actually diminish. In a new study from the Cornell Center for Hospitality Research (CHR), researchers Michael Giebelhausen and Helen Chun examine this contrary behavior to see how large companies could gain the sustainability credibility they deserve.
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Records were made to be broken and hotels the world over are pushing the boundaries to claim an 'est' title. From the tallest to the largest, the greenest to the priciest, these holders have set high standards for hotel stays. Hotels.com lists the world's 'est' title hotels:
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Concierges are the go-to staff at hotels, and the trade is growing more specialized as hotels try to woo guests with new services. Some examples: By Irene S. Levine
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Global hotel chain Marriott has announced plans to build the tallest hotel in New York City.
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It's an experience any frequent traveler is familiar with: You make a hotel reservation, check-in at the front desk, and proceed to your room - only to find you lost the hotel lottery, with you being relegated to a room with a leaky sink, a view of a concrete wall, or an awkwardly-positioned desk on which you won't be able to work. By Maggie Rauch
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InterContinental Hotels Group PLC, owner of the Holiday Inn, InterContinental and Crowne Plaza hotel brands, plans to expand further with a new upscale brand in China and another midmarket brand in the U.S. By Kris Hudson
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Since 2003, Brenda Ramen has guided the development and operations at GHM Spas around the world. Her efforts have yielded enviable results as her spas have won acclaim on some of the world's most established awards lists.
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Global Hospitality Newsletter: August 11, 2011
Policy - a rather negative word, isn't it? It reminds us of things like police, policing, politics etc. - not necessarily issues that come with warm feelings. By Gaby Feile
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Going mobile is bar none an important topic for 2011 and many years to come. Just this past week, I was asked to review a mobile application (app for short) on behalf of a client property considering its options for the near future. The main question on their minds was: Is it worth it? I gave an immediate affirmative - it's where the technology and customers are headed. At this point, however, a more critical question to ask is: Should you strive for a full-scale native app or a mobile version of your website? By Larry Mogelonsky
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ABTN speaks to Danny Pecorelli about 30 years of Exclusive Hotels, and what the next three decades are likely to bring. By Sarah Turner
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We all know that our guests are exposed to a great deal of information every day, through the media, the web., etc., and as a result they are increasingly expectant that everyone that they come into contact with within a Hotel is equally as knowledgeable as they are, perhaps more so. By Dale Dyck
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The new Google Hotel Finder comparison-shopping tool, launched late last month as an "experiment," alters the way you might research and book your next hotel stay. But it's also flawed and has some big holes. By Dennis Schaal
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The Hotel Industry in South America and the US Dollar at Risk of Losing its Position as Reference Currency
How could this affect countries like Argentina and Uruguay, where the American dollar has historically been the only reference currency? Is it time to think of other options like those used in Brazil or Chile? By Arturo García Rosa
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The inbound and domestic sectors are weighing up the effect of worldwide media coverage of rioting in London and elsewhere.
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A tour of Taipei's top hotels can be a surprisingly cultural endeavor. From the stylized grandeur of China's war-lording past and surreal splendor of Salvador Dalí to dramatic displays of contemporary digital design flare, Taiwan's highbrow hoteliers have amassed an impressive gallery of treasures. By Tina Hsiao and Jules Kay
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Global Hospitality Newsletter: August 10, 2011
The online travel space is evolving at a dizzying speed, and nowhere have changes been more significant than at Google. In the past few months Google has introduced the "+1" button to rival Facebook's "like", has launched the Google+ social network, and has removed third-party reviews from Places pages. For hotels it has added rates and availability to Google Maps and Places listings and has introduced Hotel Finder, it's answer to Kayak, as an "experiment" in the U.S. By Daniel Edward Craig
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Two weeks ago, I shared a bit of my background in my various roles as an educator and hospitality executive and discussed the value panelists who are peers to the group. These kinds of panels can dramatically increase interaction, audience participation and achieve the end result of communicating the desired message. By Dr. John Hogan
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Hotel Lawyer with what it all means: The M Waikiki's lawsuit seeking to terminate Marriott as its hotel operator for the Edition Waikiki, in Honolulu. By Jim Butler and the Global Hospitality Group® Hotel Lawyers
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Humans have an obsession with wealth-how to amass it, the toys they can buy with it, and that warm, safe feeling of being swaddled in it. By Steven Berglas
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One of the most identifiable marks of a tourist: A paper map, usually with the ink marks of a hotel concierge trying to get a guest from point A to point B. But more hotels are turning to tablets to make everything from giving directions to get out and go, to staying in, a whole lot easier. By Karin Caifa
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The hotel shop, with its practical mix of sundries, souvenirs and candy bars, has been a predictable if uninspired lobby fixture for years. But as hotels scramble to distinguish themselves, many are rethinking their shops, upgrading and expanding merchandise and fashioning shops as destinations for both guests and local residents, much as they did with restaurants a decade ago. By Terry Trucco
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A "revolutionary" new hotel identification service is to be introduced by the Travel Technology Initiative with the European Tour Operators Association.
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Australian travellers love to watch porn in their hotel rooms, a rather revealing survey has found. By Kate Schneider
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Global Hospitality Newsletter: August 9, 2011
On a recent family trip to Bali, we had the privilege of flying on Korean Air. Virtually every touchpoint was memorable. Everything from the reservations process, to the actual flights, was world-class, and I was able to glean some key learning points to share with you. I am a firm believer that whenever you learn something, you should share it so that others may also benefit. The important thing is that any organization, in any industry, can take away something from this article to immediately apply. By Bryan K. Williams
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With Americans becoming more health-conscious and employers looking for ways to reduce insurance costs and increase productivity, hotels are adding nutrition, fitness and even cleaner air to the amenities with which they court business travelers. By Anya Martin
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It's that time of year again! AAA is now into the throes of yet another hotel and restaurant inspection cycle. And that mean's the letter is in the mail - either the email or the post mail! By Lisa Miller
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The winners of the 2011 STR Best Performing Hotel Award were announced during the 2011 Hotel Data Conference, presented by Gaylord Hotels, and hosted by STR and HotelNewsNow.com.
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TripAdvisor announced the top ten water parks in the U.S., according to TripAdvisor travelers. Aquatic aficionados can enjoy the slide of their lives at these splash-tacular sites, which are drenched in fun for children and the young at heart alike. By Theodore Koumelis
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To the surprise of few, it's not just the athletes participating in the 2012 Summer Olympics who will be seeing gold, but hotels in and around London, as well. By Barry Janoff
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While your hotel's website is your best sales representative, your hotel's facebook page is your best Public Relations representative. Therefore, it is critically important to arm your hotel facebook page with the proper tools to engage your facebook fans. Below are five simple tips to turn your facebook page into a successful PR machine. By Pedro Colaco
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Global Hospitality Newsletter: August 8, 2011
Rodney Harmon's lawsuit against Hilton might seem silly at first. After staying in the Hilton Garden Inn Sonoma Airport this March, Rodney noticed that the hotel had charged him $0.75 for a copy of USA Today he neither wanted nor read. By Adam Clark Estes
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Did you know that according to a study by World Travel Market (2010), 35% of travelers change their initial choice of hotel after browsing social media? Good reviews can significantly increase your conversion rates as well as impact your average daily rate. Managing your hotel's online reputation, especially your online reviews, is absolutely critical. Here are five basic guidelines to get started with. By Edwina Dendler
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First there was the Smart Phone.... Then there was mobile messaging.... mobile coupons .... mobile loyalty program apps. What's the next mobile marketing trend? It may very well be QR Codes. By Mark Johnson
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London's hotels are falling over themselves to make tots welcome during the current summer holidays. Special promotions to attract families can be found all over the capital, but below I've listed my favourite four.... By Holly
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Social media have made sending messages between guests and hoteliers as easy as writing on a wall: Just visit Facebook, where hundreds of resorts, major brands and even small independent inns regularly take stock of their guests' needs, queries and opinions posted publicly on the online "wall" that is a big part of their social network presence. By Caryn Eve Murray
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Online travel agencies cost the U.S. hotel industry approximately US$2.5 billion during 2010, according to preliminary findings from the AH&LA and STR's hotel distribution analysis and further analysis conduct by Tourism Economics. By Patrick Mayock
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Dining Options Influence Hotel Selection More for U.K. Leisure Travellers Than for Business Travellers
When selecting a hotel, over two-fifths of U.K. leisure travellers say that having a variety of foodservice options onsite is an important factor as they decide where to stay, as compared to about a third of business travellers. Overnight leisure stays dominate all hotel occasions, and more women than men stay at hotels for leisure travel.
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July 2011 TravelClick North American Hospitality Review Reveals Hotel Room Demand and Rates are on the Rise
Data from the July 2011 TravelClick North American Hospitality Review, detailing hotel bookings currently reserved during the period, June 31, 2011 through June 31, 2012, revealed that revenue per available room (RevPAR) has shown consistent improvement for the past 18 months.
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Global Hospitality Newsletter: August 5, 2011
Some time ago, I wrote an article about the imperative and immediate need for hotels to offer free in-room WiFi to all their guests. The bottom line is that consumer behavior now has some very lofty standards when it comes to web surfing. Internet connectivity is a necessity for many, if not the majority, of travelers, and as a result, they want it readily accessible and fast. By Larry Mogelonsky
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Get it right the first time, if not it doesn't hurt to apologize. By Robert J Nyman
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We've all seen Voldemort at our workplaces. Yes, I'm referring to the evil arch-nemesis of Harry Potter, though I'm not talking about the evil part. While some people will say they do have evil bosses and colleagues, I'm talking about the he-who-can't-be-named factor of Voldemort. One of the things that made Voldemort so feared and therefore so powerful was that you couldn't even call him by name. By Caroline Ceniza-Levine
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Teach the Front Line Staff to Generate Revenue - Extending Hospitality and Generating Revenue in Each Guest Engagement Go Hand in Hand
One of the most pressing challenges hospitality leaders face is making certain the front line team members understand generating revenue in guest engagements and guest hospitality go hand in hand. Both are related operations and both operations are needed in every guest engagement. By Lisa Miller
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Benchmark Hospitality International, a leading U.S.-based hospitality management company, has just released its Top Five Dining Trends for 2011. The trends were observed by its 40 properties coast to coast and off shore, and were announced by Giorgi Di Lemis, vice president of food & beverage.
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It's not the ripest time to start building a hotel in the U.S., with the industry still recovering and most hotels still cheaper to buy than build. But a few hearty developers are turning dirt this year in the hope that the economy will be better when their hotels open. By Kris Hudson and Matthew Strozier
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High-end hotels in large U.S. cities are attracting buyers from Hong Kong, China and Singapore seeking to cater to a growing number of affluent Asians traveling abroad. By Nadja Brandt
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Global Hospitality Newsletter: August 4, 2011
Cheryl Cortez tells people to stay at the W chain of hotels. It isn't the room décor or the customer service, it's the Bliss soaps, shampoo and lotion... By Sarah Rose
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Mobile users have a different mindset when approaching websites - they are much more task-oriented than desktop users. Therefore your hotel's website experience must be quite different to engage them.
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If our post on London's four most expensive hotel rooms whetted your appetite for the high life, you'll be pleased to know that you can live the lifestyle without bearing those eye-watering prices. By Holly
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Despite the purchase of ITA, Google has yet to delve deeply into travel features beyond some basic flight info. However, their most recently experimental tool, the Google Hotel Finder, may signify the beginning of the search giant's push into this niche. By Rob D. Young
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Do you dream of sleeping under the stars? How about on a hotel balcony, in the middle of Manhattan? By Charisse Jones
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German citizens are becoming more and more aware of the importance of staying healthy and energetic. Increasingly, they are taking health vacations to reduce everyday stress or to stay fit for their jobs. Over the past five years holidays at wellness and spa resorts have risen by 30 per cent...By Tatiana Rokou
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NEW YORK's first gay newlyweds are about to engage in a time-honored ritual: the honeymoon. So it's no surprise that hotels eager for the anticipated influx of business in the wake of last month's hard-won marriage equality legislation are getting ready. But for those of us who routinely travel with our same-sex partners (legal or otherwise), the law, which goes into effect today, won't automatically eradicate awkward moments on those occasions when you'd hope to be treated just like every other married couple. By Eric Marcus
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Trump Hotel Collection, the luxury lodging brand that bears the name of the New York real estate magnate, has proposed transforming the historic Old Post Office Pavilion into a nearly 300-room luxury hotel complete with conference meeting space, a spa and museum. By Jonathan O'Connell
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Global Hospitality Newsletter: August 3, 2011
What would it be like if you had to provide input into your car's GPS (global positioning system) for every segment of your upcoming journey? Just imagine a late night, last minute trip to the store-it's the only store still open-and you only have ten minutes until it closes! You, the expert driver can handle the car; but you could always use some 21st century GPS technology to get you there quicker. By Jean Francois Mourier
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Global Staff Movements for July 2011 provided by Spectrum International.
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Q: I've heard a lot of people talking about Facebook ads but I'm not sure if it would be the right venue for my property. What do you think? By Jennifer Nagy
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Welcome to the latest London Hotels Insight round-up from the thriving London boutique hotels scene. The city is home to some of the world's best boutique hotels and this summary reviews the most recent news. By Rajul
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Swimming turns into a fine art with a dip in on of these amazing settings. By Nicola Iseard
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Business travelers, you may not have a choice over your destination, but you do have a say in where you take road-weary compatriots to dine. Luckily, while most hotspots helmed by chefs to watch are tucked away in outlying districts, some hip new chefs are also taking charge of prominent hotel dining rooms. And their commitment to sustainable seafood, locally sourced produce, artisanal breads and cheeses, and even foraged fungi is livening up downtown dining in spite of itself.
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You may not know this but the Taj Mahal in Bombay was nearly a Hilton. Or, to put it another way, if the Tatas had acceded to one proposal, then there may not even have been a Taj Mahal Hotel in Apollo Bunder, just the Bombay Hilton. The story (told to me by Taj executives of that era) is that sometime in the early Sixties, JRD Tata tired of running the Taj, then an old and badly-managed property. By Vir Sanghvi
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Global Hospitality Newsletter: August 2, 2011
To Yelp or not to Yelp? Words both famous and clichéd, but nonetheless entirely applicable. Started as an online review channel seven years ago in San Francisco, Yelp now ranks 36th in United States traffic, and has seen its share of global internet page views increase by 75% over the past twelve months. The website distinguishes itself from the strictly travel-focused likes of TripAdvisor, Orbitz and Travelocity by serving up a local flair - think restaurants, bars, stores and spas, not just hotels. By Larry Mogelonsky
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With staff that often has to share projects in today's downsized hotel management teams, it is especially important to have to have some agreed upon guidelines in order for these projects to be successful. These projects can range from safety committees to preparing for a major upcoming event to dealing with a crisis. By Dr. John Hogan
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Starwood Hotels & Resorts Worldwide Inc. (HOT) plans to more than triple its staff in China to 90,000 from 29,800 by 2015, as it aims to build 100 hotels in the world's second-largest economy despite uncertainties stemming from sovereign debt issues in the U.S. and Europe. By Esther Fung
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Staring out of the window from my air-conditioned room during this hot and sticky monsoon season, I glance across Hong Kong's magnificent harbor and witness an amazing spectacle. All I can see are clouds - clouds in shades of white, black and grey, moving in and dominating the landscape. This remarkable act of nature immediately brings to mind a shift taking place in the Hospitality industry. And I cannot help but wonder about the true implications of moving the Hospitality industry into The Cloud. By Terence Ronson
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Tripl, a new online travel startup (still in beta mode) has released a one sheet document where you can find interesting data about travel and social media.
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A study of over 500 business and leisure travelers, which appears in the August 2011 issue of the Cornell Hospitality Quarterly (CQ), is one of only a few studies that capture leisure travelers' preferences regarding sustainability in hotels. However, the study found few preference differences between business and leisure travelers. Top on the list of features for this group of travelers was green certification.
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Google has launched a new tool for finding hotels in the US.
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Hotels in Istanbul enjoyed an almost 50% profit growth during the first six months of this year according to European hotel market performance statistics from TRI Hospitality Consulting's latest HotStats survey. Chain hotels in the Turkish gateway city also showed a surge in sales with Revenue per Available Room (RevPAR) up 26.7%. The Gross Operating Profit per Available Room (GOPPAR) was up 49.2% for these same properties.
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Global Hospitality Newsletter: August 1, 2011
In my various roles as an educator, a keynote speaker, a consultant and or a hospitality executive, I have learned there are many ways to share stories that effectively communicate the message. While I enjoy leading workshops, I have also discovered that carefully using a blend of people in a panel who are peers to the group can dramatically increase interaction, audience participation and achieve the end result of communicating the desired message.
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Hotels in Britain and abroad are bribing guests to write glowing reviews on the TripAdvisor website in exchange for cash or cut-price rooms and meals. By Colin Fernandez
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I recently returned from a quick trip to San Francisco, to attend yet another installment of the ongoing leadership course that I have been involved in for the past 5 months. By Dale Dyck
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Barring a major catastrophic event in the United States, the worst of the bad economy is definitely behind us, said Lou Plasencia, chief executive of a Tampa-based firm that has handled more than $14 billion in hospitality transactions in the past decade. By Ted Jackovics
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Business travelers increasingly use technology to make travel more productive but also to stay in touch with those back home, says a new research study that outlines different types of road warriors.
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One of the critical developments for revenue management (RM) in the hotel industry is that the customer is armed with better information. The customer can compare prices quickly across the consideration set. By Ritesh Gupta
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Wyndham Hotel Group is launching a global marketing campaign for its Tryp brand as well as the debut of the brand's revamped consumer Web site. By Tanya Irwin
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Travelocity today unveils the Top 10 hotels in New York City that customers have identified as their favorite. By Barbara De Lollis
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