Hotel brand designers, developers and owner/operators focus attention on the guest experience throughout the hotel – everything is directed toward creating a delightful and memorable guest experience. One often overlooked area is the lobby food experience – whether at the bar, fast casual restaurant or retail store. With the increasing focus on social and communal aspects and occasions of the guest stay, food is becoming a center point. When the lobby includes food merchandising and is thoughtfully integrated into the hotel and lobby experience it becomes is a surprisingly meaningful contributor to memorable guest stays and return visits. READ MORE

Hotel sales and marketing have evolved vastly in recent years, mainly as a result of technological advancements. With the proliferation of new brands leading to stiffer industry competition, hotels are increasingly adding technology to their marketing strategies in an effort to stay abreast. Social media, big data, online reviews, video advertising and the use of mobile devices are all instrumental in constantly shifting the goal posts. Technology is also impacting hotel staffing and operations, but brands have little choice but to implement new systems as fast as they can. This doesn't necessarily translate into a decreased human touch, but rather into creating a new way of using technology to personalize connections with current and potential guests. READ MORE

The desired outcome for any hotel is maximum occupancy and ADR, smooth operations, productive and motivated staff, and realistic return on investment. However, all this is dependent on having a continuing stream of guests pass through our doors and keeping them satisfied, so that they come back in the future and recommend us to others. But how do we achieve the guest satisfaction needed to achieve those goals? This article considers some basics: what are the imperatives of genuine customer satisfaction and how might we achieve them. READ MORE

In today's crowded marketing landscape, it is easy to overlook everyday interactions and not view them as opportunities for marketing. The mutually beneficial relationships you build with industry, business and community associates can be a profitable endeavor that generates goodwill and fills rooms. It's time to bring these traditional cross-promotional partnerships back to the forefront of our marketing strategies. The three key types of partnerships for lasting success- industry, business, and community partnerships- should be at the center of your marketing plan. By engaging and supporting your partners, you too can bring in additional guests and affect your bottom line. READ MORE

The plethora of hotel brands and sub-brands, combined with a proliferation of independent properties, challenges hoteliers to effectively reach target audiences. This article suggests ways to identify and connect with guests on a personal level, transforming them not only into customers but brand ambassadors. Offering singular, signature experiences based in a philosophy that positions the hotel as a true friend captures the imagination of travelers, drawing them in, and bringing them back again and again. Based on nine scientifically proven drivers of friendship, this article provides examples of hotels that are doing it right, serving as an inspiration to others. READ MORE

This article reviews rising tourism and its impact on third and fourth tier cities. While major cities still make up the primary destination travel sector, tourism growth has greatly expanded into third and fourth tier destination experiences. This article examines some of the contributing factors compelling overtourism concerns, local impact and challenges with indicative strategies to balance hospitality, and wellness tourism segments. This article also reviews the importance of managing local resources, leisure appropriations and new infrastructure developments to identify opportunities for growth with well-adjusted outcomes for the future. READ MORE

In order to compete for market share in the luxury hotel world, owners and operators need to think beyond design and more about experience. What are some things hoteliers should consider in bringing a unique guest stay to life? David Ashen, president & CEO of interior design and brand consulting firm dash design, explores ways to utilize unusual and bespoke amenities – from VIP backstage experiences to tricked out gear garages -- to differentiate one hotel brand from another and more fully speak the luxury language of today's savvy traveler. READ MORE

There is a perception that lodging brand standards conflict with the development of historic buildings into hotels. This is more of a past problem than a current one. Well-located downtown land is becoming scarce, hotel brands are getting experienced in working with historic buildings, and market demands are fostering niche-driven brands that seek local connections. One great example is Baton Rouge's Watermark Hotel under Marriott's Autograph brand. This 1925 one-time bank headquarters 12-story skyscraper was transformed into a modern hotel balancing the unique and local qualities of the building with the need for a upscale hotel experience. READ MORE

With strong trading results in 2018 the future looks bright for the majority of hotels across Europe. Increasing visitor numbers to favourite destinations continue to boost performance while investor interest remains healthy for both single and portfolio assets. Hotel values across Europe saw an increase last year, although not at the levels of the previous year, with only six markets seeing hotel values drop. However, some destinations face unprecedented levels of new supply coming on-stream bringing increased competition and pressure on revenue while others face difficult geopolitical situations which is impacting visitor numbers, says Magalí Castells , senior associate, HVS London. READ MORE

Potential guests are seeking "experiences" when they consider upcoming travel. When travelers are researching, they hunt for an inspiring experience which aligns with their personal interests and desires. As a result, marketing efforts need to be pitched accordingly and content marketing is the ideal way to appeal to potential guests and existing customers. Content marketing is the creation, publication, and distribution of unique content to a target audience to drive new traffic and create loyal, sticky customers. Using a case study approach, authors Tinnish and Mangal explore how hoteliers can customize content marketing to achieve their goals of creating a differentiated, unique customer experience. READ MORE

With successful hotel properties increasingly emphasizing activities, experiences, and memory-making moments, the industry is in the midst of a correspondingly profound shift in the kinds of imagery it produces, distributes and leverages. More hoteliers are moving beyond the cold guest room photo and embracing a new generation of dynamic visual content. There is a vast and growing universe of compelling alternatives to the sterile empty-room photos of the past. Hotels are using lifestyle images, event photography, and video footage to create and share more animated, engaging and relatable content that will resonate with viewers and ultimately lead to more conversions. READ MORE

Twenty-first century selling means reaching your target audience in a way they like to consume information. OceanScape Yachts produces its own podcasts as a way to tell the story about yachting. Through interviews with different guest touch points including captains, crew, chefs, and more, we share conversations about different facets of the experience in a fun, informative, storytelling style. This same technique can be applied to hotels with podcasts on producing a flawless wedding experience from the perspective of the catering manager and even the bride and groom to chats with meeting planners about how your hotel solved a unique meeting challenge. READ MORE

The hospitality business has long been about personal attention and human interaction. But new tools and technologies-and new demographic priorities and practices-either ignore or place less of an emphasis on facetime and personal engagement. Hoteliers are wrestling with the troubling irony that, even as technical marvels and new digital dimensions open thrilling new frontiers, we are unwittingly closing doors that must remain open if we want to get the most out of our properties and personnel. In other words: even as we become more connected, we are drifting apart in fundamental ways-and members of your sales team may not be making the most of their opportunities. READ MORE

When handling waste and recycling management, many hotel executives have likely come to realize that there are a lot of misconceptions out there about how to handle trash and recycling in the hospitality industry. The truth is, it can be difficult to determine what's fact and what's fiction. So, we wanted to set the record straight by addressing some of the common waste myths and misconceptions taking up precious, unwanted space between hotel owner and operators' ears – and provide hotel executives with the real truths that lie behind them. READ MORE

In recent times, loyalty has become more and more difficult to attain. Many hotel companies have been through incredible challenges to retain and create new loyal customers. The birth of new ''brands'', to capture new segments, has never seen this scale before. Even loyalty programs are being re-invented to keep the interest of users and more so, to attract the new and future generation of travellers (here I am not going to talk about only Millennials). Since its inception, in the early 80's, loyalty programs have witnessed many changes. So where is loyalty going? Read on as we discover what is happening in the world of loyalty and my personal insights about it. READ MORE