HOTEL BUSINESS REVIEW

LIBRARY ARCHIVES: Search for articles here

 
Debi Scholar

Organizations develop Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that may penalize your Hotel for non-performance of service. An SLA formalizes arrangements between an organization and a supplier to deliver specific services, at specific levels, and at an agreed upon price. If the service is not met according to the agreement, the organization may be entitled to some form of compensation such as a payment or a credit. Learn the five steps that Organizations use to develop these SLAs and KPIs and how the remedy for non-performance may be calculated. READ MORE

Nitin Shah

As the next generation of Asian-American hotel owners comes into leadership, should we be glad or be worried? Second-generation Asian Indian hoteliers have a great education, strong communication skills, and solid financial resources built by their first generation immigrant parents. But will their education and financial security make them too complacent and too cautious to work hard, to be bold entrepreneurs, and to match - or perhaps surpass - the business achievements of their parents? My column examines differences between first and second generation Asian-American hoteliers - and offers insight that every hospitality executive should be aware of as we work together to re-build our properties, our brands, and our industry from the recent economic recession. READ MORE

Marco  Albarran

Capturing the important elements of any vocal communication, are key concepts that make listening such a valuable skill set. Having analyzed plenty of guest service satisfaction scores, alongside with having discussed this topic in many forums and hospitality courses, communication, specifically listening, has been identified as one of the most critical aspects of a conversation. What we intend to explain in this article is to expand on situations/scenarios which we have identified as examples that perhaps you may want to use to enhance your existing service levels. READ MORE

Ryan Day

Lately everyone seems to be focusing on the time and money saving benefits of mobile apps from the guests perspective. In this article I'd like to address the ways mobile technology can make the lives of hoteliers significantly easier by maximizing efficiency and quality control. READ MORE

Tina Stehle

In the current economy, it's more important than ever to conserve resources and cut costs. One of the best ways to streamline operations is to automate inventory and procurement. Hotels that do so typically report savings in the range of 5 percent to 15 percent - through efficiencies as well as direct cost savings. The operational benefits of e-procurement are numerous, including reduced inventory levels, improved auditing and financial control, elimination of paperwork, enhanced staff efficiency and shortened delivery time. Today's systems take inventory and procurement to an entirely new level with automated e-mail bids, the ability to route purchase requisitions for approval via e-mail or PDA, electronic invoicing, budget tracking, business intelligence functionality and more. In this article, I outline five top reasons to automate your hotel's inventory and procurement system. READ MORE

Ashish Gambhir

Social media has certainly given power to the people. But social has also given hotel executives the power to derive actionable strategies based on feedback from its most important data source: their own customers. Integrating social media feedback into a hotel's customer relationship management is more than simply hanging out with your customers online. It's about using the real-time, voice-of-customer intelligence inherent in your guests' online conversations to understand not only what your guests are saying, but also why they are saying it and how it impacts your business strategy - and using that intelligence to deliver a superior guest experience. READ MORE

Bryan Pearson

How often do you think your hotel guests, upon pulling up the covers after a hectic day of travel, say to themselves, “Boy, this hotel chain really understands me.” In fact, most hotel chains do have the wherewithal to really understand their customers. It's simply a matter of how we gather their information and deploy it across the organization that will distinguish those of us who truly know our guests. Through the responsible and sophisticated use of data, hotels can deliver experiences that are relevant, which in turn will lead to customer intimacy and, ultimately, emotional loyalty with your brand. READ MORE

Edward Reagoso

Complaints have been a part of our industry since the beginning. But in our technology driven age, these complaints are now out there for the whole world to see - literally! And to top it off, they may or may not be written by actual guests. Whether real or imagined, fair or unfair, these reviews need to be handled. But how they are handled can make or break the hotel. Do not miss the opportunity these reviews present to create new relationships and solidify old ones. READ MORE

Judy Christa-Cathey

Customer satisfaction is a vital component to any business, but in the hotel service industry, creating, maintaining and growing a loyal customer base is an essential element of success. From understanding your customer's needs and training your staff to customizing your services and creating memorable moments of engagement, there are many tips to help manage and maintain a positive customer experience. READ MORE

Jennifer Nagy

PR is a very effective way of increasing awareness and developing a brand image. While more properties are using PR in their day-to-day marketing outreach, a very important aspect of effective PR is often ignored: a comprehensive media list. Even with the best press release and the best pitch ideas, you will never be able to generate sufficient media coverage if you are contacting the incorrect media. Therefore, creating an effective media list is one of the best ways to ensure that your PR campaign will meet - or exceed - your objectives. READ MORE

Rick  Gabrielsen

Do you hear what I hear or have you entered the bypass zone with an assumption we will finish the conversation together? There is no better time than now to utilize our sense of adventure and be self disciplined in our pursuit of becoming better listeners. The early years of a child learning to speak or the first book ever read as a nighttime story has identical similarities as we age, but the satisfaction we enjoy while listening disappears in between. We will explore this route taken and reacquaint ourselves in sincere listening with desire that hospitality will be rewarded! READ MORE

Clara  Rose

Disability is one small fact about a person with different abilities, just like having red or black hair, green or blue eyes or wearing glasses. Looking beyond the disability, one will see an individual whose life is more similar to theirs than it is different. Discrimination - especially subtle discrimination - continues to thrive. It is everyday stereotypes and assumptions about our differences that are the basis for most discrimination. It is probable that many of these acts are not committed with malice but are the result of a lack of education about proper terminology and etiquette. READ MORE

Jacqueline Clarke

The "worried well" boost demand for spa wellness and pampering. Manual massages and water therapies are the most popular wellness treatments but there are barriers to entering this market. Diagonal Reports research reveals that strong demand for spa wellness and pampering treatments will continue because spa users perceive associated health benefits. They regard pampering as a preventative health measure. Wellness benefits are valued and, therefore, not classified as expendable luxuries to be trimmed with the first spending cuts. Spa users consider that a massage counteracts the negative health outcomes of current lifestyles, whether lowering blood pressure or relieving work-related strain injuries. READ MORE

Michael C.  Schmidt

Many of the unique characteristics that make the hotel setting a nice place to be, also provide certain risks when it comes to inappropriate sexual harassment of employees in the workplace. In this article I provide examples of unlawful harassment, and identifies best practices for hotel employers to address the risks and minimize potential liability and negative exposure. READ MORE

Mike Kistner

Travel is expected to slowly but surely continue on its road to recovery through 2012, shifting gears as it encounters inevitable bumps along the way. Independent hotels, mobile adoption, distribution, hotel merchandising and partnerships/integration/alliances played key roles during 2011. So which trends will help shape travel in 2012? There are many, but the following five are especially important.. READ MORE

Coming up in March 1970...