During economic booms when profits are rich, companies seek to internalize many functions. This insourcing of a business function is often made with the hopes of maintaining better control of critical competencies. In the hotel industry, especially among international chains, or "flag" hotels, the idea of possessing a team of highly creative interior designers working in-house is very alluring. However, when the economic cycle turns and profit margins are reduced, hotels, like any industry, look to outsourcing as a way to reduce fixed expenses such as payroll and benefits. READ MORE

Today's hotel customer has more brand choices than Crest has in toothpaste options. The U.S. hospitality marketplace, in terms of branded market segmentation, is nearly fully developed. From luxury to select service and long-term stay, industry leaders have covered the spectrum with brand and sub-brand alternatives. One thing that each brand has in common is that every different kind of hotel product is defined by brand standards, which are used by all the major hotel companies to ensure a standard experience. READ MORE

Distribution in hospitality, once a relatively straightforward proposition, has become more complex in recent years. It now has the potential to be counterproductive to strong financial performance if not approached correctly. Making assumptions about the efficacy of your distribution efforts by reviewing P&L market segmentation or STR performance simply isn't enough. Cutting through the chatter, understanding how to evaluate emerging 3rd party distribution models and developing a sound strategic plan designed to support profitability is vital. READ MORE

It is an understatement to say the realm of communication has changed with social media. It seems like overnight social media has revolutionized not only the way we communicate with each other, but also the way we transport information. While many companies have utilized social media to generate business by employing new marketing schemes, companies must also be wary of the negative effects social media could have on its business. Without a doubt, social media has become the latest avenue by which a company's proprietary information can be compromised. One of the greatest risks facing companies today is the ability of its own employees and third parties to access and obtain confidentiality information. READ MORE

In the traditional hotel environment, departments are seldom responsible for each other's success. The push towards Total Revenue Management is changing this. As department heads learn that they need each other's data in order to effectively insert themselves into a hotel-wide, guest-centered strategy, many of the boundaries that separated functions are beginning to disappear. This is the new hotel ecosystem, driven by data and the people that need it. For the hotels that have begun to democratize data to eschew in this systems thinking approach, the gains have been substantial. To embark on driving this transformation at your company, concentrate on these four key components. READ MORE

Hoteliers spend a lot of time and money researching, marketing and trying to attract new guests to their hotel all in order to boost revenue. While growing your customer base is critical to ongoing success; hoteliers should also make sure that they are maximizing the money they make from existing guests.  To help ensure a hotel is making money from the guests it does have, it is vital a hotel understands and qualifies their guests so that they can be targeted with the most appropriate upsells and promotions. READ MORE

With more female business travelers emerging and leisurely spending habits often made by women, the hotels that can offer solid design features combined with creative marketing and services will see a successful return on investment for years to come. When assessing what women want from a hotel versus men, the preferences don't tend to vary dramatically; women just tend to want more from the overall hotel design. From hotel design including increased safety measures and amenities like toiletries and gym equipment, to marketing using social media, hotels use many different tactics to attract female customers. READ MORE

Numerous vectors are pushing the hotel industry to reduce its carbon footprint and improve the sustainability of operations. One of the vectors is guest demand, as individuals and groups request hotels to report on their sustainability initiatives. Guests are generally willing to participate in a hotel's sustainability programs, as long as that participation doesn't interfere with the enjoyment of their stay, but guests have not shown a willingness to pay higher rates for improved sustainability. This article explains one hotel's experiences in retrofitting for efficiency. READ MORE

Most of the hotel owners and operators we have worked with recently plan major renovations on their properties at least every five to eight years. They often face very a similar challenge: managing risk and surprises through the process of maximizing the return on their investment. Very few renovations go as predicted though, resulting in significant danger to the physical plant, guest experience, and bottom line. READ MORE

For many industries, Big Data is the hot, in vogue marketing buzz word--and that includes the travel industry. The idea is an attractive one: having a trove of data about customer history and behavior should give the marketer invaluable insights into what guests want, how to attract them, how to sell to them, and how exactly to keep this guest coming back. The hard part, though, is somehow harnessing all those terabytes of data (which may come in several forms, from different sources) into something meaningful. And then, in translating that meaningful information into real ideas that you can try, test, and experiment with. This article will show you how to begin that process so you can fold the power of Big Data into your online/offline strategy READ MORE

In the last few years, Social Media has undergone a myriad of changes. New players have come on the to the scene, a number of informational websites have gone 'social' and, in addition, existing social media platforms have changed considerably. Where do hotels direct their effort in utilizing Social Media for the best return today? How does a hotel keep up with the many changes and rapid development in the Social Media world? Although change can feel like it happens overnight, a hotel's Social Media Marketing (SMM) efforts should always be driven first by the idea of engaging and promoting the brand to the customer and secondly by incorporating changes into the portfolio of a SMM Plan. READ MORE

You arrive in it, you leave via it, you meet friends and colleagues there, you linger there, or alternatively hurriedly pass through it. You register, you find your way, seeking direction to successfully navigate the next stage of your stay in the hotel. You encounter a whole list of experiences throughout it and of all the public areas you probably remember it - or alternatively find it as forgettable as any space in the Hotel, and yet what is it really? READ MORE

Hotels today face a lot of pressure. Competition in the marketplace, the struggling economy and lower consumer spending requires hotels to do more to acquire and engage new customers and create repeat business. It is hard to stand out, and to create a point of difference that not only matters to the customer but breaks through. This is why integrated marketing, the marriage of traditional marketing, event or personal engagement, and social media, is so very important to create a relationship with the whole customer. It feeds both rational and emotional needs and enables dialogue with the customer when he or she wants to be engaged. Integrated marketing tools provide the opportunity to get closer to that customer. And today, closest to the customer wins. READ MORE

It was supposed to herald the age of wireless transactions, turning the leather-bound wallet into an antique. Yet years after its mainstream launch and NFC (near field communications) - two-way mobile phone radio communication, enabling everything from digital keys to remote checkout - has languished on the "hit list to be" with each new wave of excitement retreating into the silicon sea. But there are signs the tide is about to turn - again. From real-world hotel experiments to global trade shows to a host of financial services companies, NFC, challenged as it is, remains a tantalizing technology and one that hotels are reluctant to ignore. It just might be that after numerous misfires, 2013 will be the year NFC doesn't just "hang on" to live another day, but thrives. Eager to deliver new experiences and engender loyalty, hotels are banking on their success. READ MORE

In a 2006 PKF article, labor consisted of 61.7% of the rooms department expense. Laundry, linen and guest supplies take up an additional 10%. They also very wisely state "Profitability is driven by revenue management and expense control." However, there is an overarching concern that the effort to reduce overhead will reduce output quality thus making your guests unhappy. There are methods for improving housekeeping and laundry efficiency without hurting your scores. By reviewing the departments' tasks from a process-centric viewpoint, you can quickly and economically improve efficiency and reduce overhead without sacrificing guest or staff satisfaction. READ MORE