As the commercial distribution landscape evolves, third parties continue to win the hearts of consumers by simplifying the booking process. In this article, we look at what it takes for hoteliers to get back in the customer acquisition game. We will explore the need for both organizational and skillset changes within our commercial teams. Additionally, we will learn that the key to innovation exists in how we see our own data. Through the use of data visualizers, hoteliers must cast aside the segmentation models of prior years in order to leverage the exponential potential of the lenses of commercial segmentation. READ MORE

Business interruption is a significant and ongoing concern for hoteliers. Restricted access to a property, physical threats or an unexpected closure can have a devastating impact on their revenues, reputation or even their viability. Hotels face a wide variety of risks-from natural disasters, to cyber threats to terrorism attacks to health-related threats like waterborne bacteria. Understanding the various exposures and insurance options available to address them is not only the first step to protecting guests, employees and assets, it can also minimize losses and reputational damage, and ensure a quicker recovery. READ MORE

According to one report, millennials account for a third of all hotel guests world-wide; a number that is projected to increase to 50% by 2020. To attract this market, hotels need to focus on providing a unique experience, mixed with good design and aesthetics. Studies indicated that Millennials value unique, authentic, value-rich, community-based hotel properties. To meet this demand, boutique hotels as well as national chains are developing new properties specifically targeting this niche. At the same time, there are many hotel properties that embraced Millennial values as part of their business philosophy. One particular Pacific Northwest firm, McMenamins, was “millennial” before they were born. READ MORE

In recent years, the amount of litigation involving tips, gratuities, and service charges in the hospitality industry has increased exponentially. Both hotel and restaurant operators have found themselves to be the targets of a variety of claims arising from the manner in which they pay their food and beverage staff. As a result, it is important to understand the difference between gratuities and service charges when negotiating any kind of agreement for a group function or event. The proper designation of these items in contracts as well as the underlying documents can be instrumental in helping to prevent compensation disputes and lawsuits. READ MORE

Now more than ever, business travelers, like leisure guests, are looking for immersive experiences that are aligned with a destination's local appeal, rather than a simple room with a bed. As the lines between business and leisure travel are becoming increasingly blurred, and with the millennial traveler's expectations evolving the way hotels market themselves, the InterContinental Hotel in Downtown Miami is staying ahead of the curve by adapting to changing expectations among its clientele. READ MORE

The ways in which technology is being used by the hospitality and meetings industry and by individuals in all walks of life increases, it seems, minute by minute! New apps, new uses for AI, more shortcuts to do our work. And with all of this comes removal of personal interaction – sheesh, even Linkedin, used by most of us for business connections, has an auto-respond option so we can click v. think and respond. An early tech adapter, I wonder how much we are harming our relationship-industry and removing jobs from those who need them. Is there a compromise? READ MORE

Group bookings have long been a critical revenue generator for the lodging industry. With technological advances and the increasingly rapid pace of change in the corporate world, however, the booking window has narrowed dramatically, giving rise to a significant subset of group bookings known collectively as last-minute meetings. These meetings, which typically involve 30-50 participants and are often booked "in the month for the month," pose a challenge to both the host hotel as well as the planner. Both sides want a success. Considering the tight timeframe, what are some options to consider, particularly when it comes to selecting the right venue? READ MORE

Ever since the statistic from reputation management company Podium that customers would pay more for a better experience was revealed, leaders have been scrambling for ways to improve their customer experience across industries, hospitality included. To compete with Airbnb and increase customer retention, some hotels have even created robotic bellhops or allowed guests to stay in their rooms by the minute. But going deeper than the tactics themselves, there's one underlying factor that makes these strategies effective and empowers a hotel to truly appeal to customers: the ability to be agile. READ MORE

From “human capital management” to less sophisticated terms like “colleagues,” it’s imperative for hotel leaders and HR folks to establish clear lines of sight into how a candidate, an employee and a property can support growth. This can be done through highlighting the importance of local brand, the importance of teams, and the overall approach to guest experiences. The following article aims to explain why certain properties do a better job than others when it comes to retaining guests and employees alike. READ MORE

A well-designed floorplan is essential to a restaurant’s success. No matter how good the food is, it needs to be served efficiently and elegantly, and it is the floorplan that determines how well each service will run. The keys to a good plan lie in coordinating and balancing the needs of both the servers and the guests. From the location of the kitchen to the exact width of the seats, every decision matters. When done well, ADA requirements can benefit all guests, with gentle, sufficiently wide paths and ample space for strollers as well as wheelchairs. READ MORE

Today’s guests, whether they are hotel or hospital guests, come with incredibly high expectations of hospitality. How does wellness fold into this equation and contribute to the overall guest experience? What does the future of hospitality and healthcare hold as it relates to the wellness factor? Jackson Thilenius, Principal at Retail Design Collaborative, explores the integration of these two disciplines and the implications for hospitality and healthcare brands sparked by the traction of the trillion-dollar wellness industry. READ MORE

The advent of eRFPs has transformed the group business model for hotels, making it easier for meeting planners to raise their hands and to consider multiple properties in their hunt for the "one." However, because eRFPs are so widely distributed, they have also introduced complexities and inefficiencies into the selection and selling process. Properties have a tough time knowing which leads are a good fit for their hotel (and sometimes who has serious interest), while buyers are barraged by a high volume of emails and phone calls from well-meaning sales teams at numerous properties -- regardless of whether they are a good match. But that doesn't have to be the case. Creative sales strategies can enable you to analyze incoming eRFPs, to prioritize the ones that are most likely to result in the best conversations, to maximize your impact with every customer interaction, and to ultimately win more deals. READ MORE

Anticipating and meeting event planner needs are key to closing the sale of group and meeting events. But, what criteria do event planners use when they select a venue and destination for their events? Your sales pitch often requires assumptions how an event planner will choose a destination. Assume no more. HVS surveys of 4,700 event planners from across the world provides insight into event planner needs. HVS identified the most important criteria event planners use when choosing their destination and highlighted the different criteria different types of event planners use when locating an event. READ MORE

Authenticity and experience count when it comes to meetings and events in the 21st century. Attendees aren't just looking for an anonymous location in which to do business. They want to discover every nook and cranny of local culture in a destination, both as a part of a meeting and away from it. Creating a true sense of place can transform an event into something inspiring and unforgettable by incorporating the flavor of a city into every aspect of an event, from design to food & beverage, to unique experiences and beyond. READ MORE

Guest Wi-Fi is a powerful tool to connect with guests before, during and after meetings as a wraparound service that streamlines all aspects of their stay. It quickly becomes a compelling draw not only for guests but for the companies they work for as well, supercharging your meetings business. From customized web portals to analytics that help onsite personnel manage meetings in real-time, to a robust branding initiative for your property and for your customers, guest Wi-Fi helps your meetings business stand out from the crowd. READ MORE