March Human Resources: An Era of Transition

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Paul van Meerendonk

Get as much heads in beds as possible while optimizing your hotel's profit potential. This straightforward definition of a revenue manager's job probably rings true for many of us in the industry. However, if a revenue manager is solely focused on guest-room pricing, then who's in charge of enhancing revenue for the rest of your property? Hotels can generate more than half of their revenue on non-room revenue streams, yet traditional revenue managers and revenue management systems still take a limited "heads-in-beds" approach. So, how do we best decide what business to accept when faced with the complexities of multiple revenue stream considerations like function-space booking? Read on...

Lily Mockerman

How can hotels successfully expand their revenue strategy beyond occupancy? Is heads-in-beds truly the only method for increasing revenue and profits? When should occupancy be a priority, and when should hotels minimize occupancy for maximum revenue? With expert advice, years of experience and thoughtful analysis, president and CEO of Total Customized Revenue Management Lily Mockerman discusses both the benefits and the drawbacks of relying on occupancy as the sole indicator of a hotel's performance. Read on...

Ashley Halberda

In light of the "Me Too" and "Times Up" movement, recently passed County Hotel Worker Protection Act of 2018 will be requiring hotels to develop, maintain, and comply with new sexual harassment policies. With this new industry-wide pledge, hotel leaders agreed to enforce stronger safety and security measures for hotel employees. One of the ways they plan to carry this mission is through the use of safety devices known as "panic buttons." These new laws and regulations come at a pretty steep price to hotel employers, we want you to know what you can do to ensure you're protected. Read on...

Benson Brown

I travel frequently throughout the country for both business and pleasure. At every hotel, the rooms get smarter and smarter with each visit. Just a short time ago, free, fast Wi-Fi was considered a must for the digital age. Now, the digital boundaries seem to be endless. Read on...

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.