HOTEL BUSINESS REVIEW

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Arthur Weissman

This article in our ongoing series addressing sustainability in different sectors of the lodging industry focuses on properties with conference centers. These are defined by the International Association of Conference Centers as properties where a minimum of 60% of total revenue from guest rooms, meeting space, food and beverage, conference technology (A/V), and conference services is conference-related. We will look at those aspects of conference centers that have special opportunities and needs from the perspective of improving environmental sustainability. First we will discuss the institutional framework, then some substantive issues of particular importance to conference centers. READ MORE

Arthur Weissman

With this article, we begin a series of applications of sustainability to particular segments of the lodging industry: spas, conference centers, resorts, and full-service hotels. The intention is to focus on those aspects of the segment that have special opportunities and needs from the perspective of improving environmental sustainability. The need for and interest in health and sustainability could not be more intrinsic and central to the spa segment, which is dedicated to improving well-being and healthfulness. A recent survey of spa industry professionals completed by TREC International Inc. for the International Spa Association (ISPA) revealed that 46% of respondents indicated they want to reduce or eliminate the use of toxic products, while 52% reported they are currently selecting green products and services or are planning to go "green." In this article, we will look at issues related to spa facilities as well as the operations and internal environments therein. By addressing environmental sustainability, many spa operators are now finding that it is an integral foundation for their business as well as for society at large. READ MORE

Arthur Weissman

This article outlines the key elements of environmental program design that corporate hotel executives can use to ensure that environmental programs they implement are not only successful in reducing the environmental impacts of their brand's services, but that they are also profitable and efficiently utilize resources available throughout the organization. READ MORE

Arthur Weissman

In our last article, we outlined how hospitality companies can develop and implement corporate environmental programs throughout their organization. One of their most important aspects is how to engage employees in the realization of a brand's environmental goals, while also addressing their training needs for new policies that are developed. In this article we focus on building an employee recognition program that supports the implementation of a new environmental program and can provide staff with training and leadership opportunities. READ MORE

Doug Walner

In the hotel industry, customer service positions require exceptional interpersonal skills. The ability to deal with a wide range of personalities--he flexibility to adapt quickly to changing situations and patience are key. When hiring for these positions, it can be difficult to get a clear sense of a candidate's true fit for the position at hand - most people put their best foot forward during job interviews, but do they really have the capabilities and characteristics needed to be successful on the job? And, if you do hire whom you consider to be the right candidate, can you have any assurance that he or she will remain on the job? READ MORE

Doug Walner

Hiring the wrong customer service employees can become a public relations nightmare when a frustrated hotel guest complains about an experience or tells friends about it. The Internet compounds the effects of negative word of mouth. A quick Google search will pull up reviews of nearly every hotel, restaurant or travel destination in the world. And some websites are dedicated to helping customers spread the word about their experiences. For example, popular websites such as planetfeedback.com or yelp.com post customers' comments from on their experience with a variety of industries - this is positive or negative feedback to which anyone online has access. READ MORE

Doug Walner

Making bad hires in the hotel industry can result in more than just lost time and wages, extra paperwork and personal trauma for those involved. It can cause severe, even irreparable, damage to a hotel's reputation and loss of revenue due to cancellations, lack of repeat business and poisonous word of mouth. Hotel guests all have memorable moments about their stay. For some, it's the spectacular oceanfront view. For others, it's the four-star steakhouse downstairs. Amenities like pillow-top beds or HD TVs might also linger in their minds. But for the discerning guest, it's the four-star customer service...or the lack thereof. If a guest is left uattended at check-in or has to wait over an hour for his luggage to be delivered to the room, the blame isn't going to fall solely on the shoulders of those responsible for those tasks. It's the hotel as a whole that will suffer. READ MORE

Michael Waddell

The emergence of Service Oriented Architecture (SOA) has changed traditional thinking when it comes to envisioning, designing, and building information technology (IT) systems in the modern hospitality enterprise. SOA brings a renewed emphasis on improving leverage of IT investments through reuse while simultaneously allowing unprecedented amounts of business flexibility. READ MORE

Michael Waddell

The links between hospitality marketing promotions and guest satisfaction are often tenuous, leading to strained discussions between marketers and hospitality property and executive managers. Marketers focus on top-line results, sometimes to the detriment of guest relationships, while managers might be more skeptical about pursuing potential revenue spikes that could reduce guest satisfaction. And despite well-intentioned ingenuity, marketing programs don't always deliver as expected. But what if, like the oracle of Delphi, a hospitality company could look into the future, predicting which marketing programs would yield the best results while not decreasing guest satisfaction. The oracle would likely receive gratitude in the form of improved metrics, satisfied guests, and happy senior managers or owners. READ MORE

Michael Waddell

Imagine a real estate scenario where investors enjoy higher margins, developers plus sales and marketing teams enjoy decreased costs, managers enjoy streamlined operations, buyers enjoy the very real perception of getting more than they paid for, everything is legal, and everyone is happy. Welcome to the world of fractional ownership. READ MORE

Michael Waddell

Service-Oriented Architecture (SOA) is a popular concept in IT today, and with good reason. The paradigm of SOA enables the intersection of technology and business processes: to ensure that IT directly supports the business's most vital functions. In the world of hospitality, this means connecting IT to guest service. We call it Guest Service-Oriented Architecture. READ MORE

Michael Waddell

The Hospitality & Leisure industry continues to undergo dramatic changes due to the impact of technology on business travel, the dynamics of geopolitics and its impact on individual behaviors, the changing competitive landscape, and more. As a result, hospitality operators are highly focused on guest loyalty and the product/service and personal attributes that foster return on such loyalty. Furthermore, globalization and technological forces are accelerating a shift in customer demands toward a desire for services and products that are tailored to individual style and preferences. To be successful, organizations must improve the customer experience and develop lasting customer relationships. READ MORE

Alan Villaverde

At The Peabody Orlando, we believe hotel awards are extremely important. They are all about credibility, marketing and public perception of quality and excellence. Ignore or naysay these awards at your peril. Each association, industry, profession, or trade has its series of awards. Each award or accolade is a coveted prize that is diligently sought after and proudly displayed. Similarly for us hoteliers there is a slate of awards to be won for which most of us are in serious, hot pursuit. Some visionary hoteliers have departments specially assigned to the pursuit of award happiness. READ MORE

Robert Trainor

Although catering has always been an important factor in the success of hotel food and beverage departments, today it has evolved to share focal point status with the other outlets. Food quality and service is expected to equal, if not exceed, what you would find in the restaurant. Clients want creativity and variety. They are savvy, they hold numerous events in many different venues, and they are constantly challenging operators to come up with new ideas. READ MORE

Bryan Green

Usage rates for hotel/resort fitness centers have increased steadily; in turn increasing the priority that hotel operators are placing on these facilities as a source of both customer satisfaction and retention. Let's review some of the benefits and considerations that can make or break the success of a hospitality-based fitness facility & some of their corresponding challenges... READ MORE

Coming up in March 1970...