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What Hoteliers Can Learn From the Starbucks Roastery Concept

Larry Mogelonsky | June 12, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Howard Schultz of Starbucks fame has often touted the inspiration of his coffee empire stemming from his earlier years traveling through Italy. But until up very recently, the global franchise has had difficulty penetrating this market. The top brass knew that they needed something special to stand apart from the cafés that already dot nearly every corner in every Italian city. Moreover, the senior team knows that resting on your laurels is a death knell and that they needed to start testing the next evolution of the Starbucks brand. The solution was to crank the amp to eleven by l...

Hospitality Financial Leadership: Conducting Financial Operations Reviews

David Lund | June 10, 2019

By David Lund Hands down one of the best experiences I ever had in my career was being part of the team that reviewed the financial performance of the hotels in my region. The reason I enjoyed it so much, and have such great memories, is because I learned so much at each one and not only did I learn about the business of hotels, I had a lesson in people. The review team consisted of my boss, the hotel GM, the hotel Controller and me. In addition to the four of us, one by one the other executives or department heads would be in attendance or be called when it was their turn to review their area. The examination was a low-tech event. No P...

Business Travel and Millennials: How We’re Changing the Travel Industry

Hotel Tech Report | June 10, 2019

By Marie Nieves As a millennial and business leader, I can safely say that my travel habits differ vastly from those of my parents, as well as my younger colleagues and friends. This has got me thinking about all of the articles and research I’ve read over the years that deal with the behavioral patterns of millennials within the professional realm, how we combine business and leisure, and how we’re constantly touted as the generation that disrupts the norm and aims to change, well, everything. I’m not at all surprised to say that I agree with that. After all, someone has to disrupt the traditional norms, and who better than a ge...

Evaluating WiFi Service Through The Guest’s POV

Larry Mogelonsky | June 5, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) One can argue that nowadays a good wireless internet connection is as important as to many guests as heating, air conditioning and access to a bathroom with running water. Knowing it's central to a customer's emotional state, why play games? As a reminder of why spotty WiFi reception or attempting to upcharge for premium speeds is bad for your reputation, let's look at the situation from the guest's point of view (POV). I'll start with a personal experience to demonstrate why it's so important to get your WiFi connectivity right these days. I was staying at a southeast flagged prope...

As Restaurants Evolve, The Core Experience Remains

Larry Mogelonsky | May 29, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Up until the hospitality industry started to change over half a century ago, everyone was accustomed to believing that a city's best restaurant would be found at a luxury hotel downtown. Such a property's premier restaurant would often serve as a perennial draw for both out-of-towners as well as locals, with reservations coveted and those seated immediately bestowing status upon their patrons. For today's more spontaneous, less formal, less pretentious, more parsimonious and Google-Yelp-TripAdvisor-driven culture, dining out is as popular as ever but we've blunted the experience in ...

Hotel Design Trends: Adaptation Is Key!

Jennifer Luo | May 28, 2019

From eco-consciousness to wellness and smart-rooms, design is an incredibly powerful tool hoteliers can leverage to differentiate themselves and cater to ever-evolving guest demands. By Jennifer Luo With the growth of private home bookings through a variety of digital platforms, such as Airbnb, hotels face a fierce competition to win customer demand. With a stronger focus on their overall experience, hotel guests today have higher expectations and the ever evolving landscape of travelers have brought about a slew of changes within the hospitality industry. Now, hotels are reshaping the look, feel and appeal of their properties, using ex...

How to Register Your Front Desk Staff to Become “Certified in the Heart of Hospitality”

Kennedy Training Network | May 23, 2019

In the era of online reviews and social media, guest experiences at the front desk impact the financial success of your hotel. First impressions formulated at check-in bias guests' overall opinions, whether for better or for worse. If you're looking to refocus your team on the essentials of hospitality excellence, it's easy to register your staff to become Certified in the Heart of Hospitality. For a fee of just $995 total, you can certify up to 3 managers and 6 front desk colleagues; additional staff can be certified for $99 each at any time. Here's How It Works: First, KTN presents a live "kick-off" webinar f...

A Sense of Place, Welcome and Hospitality

Larry Mogelonsky | May 22, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) I recall the last time I stayed at what would categorically be a cookie-cutter hotel. Performing my typical inspection as a casually walked the halls and entered my guestroom, nothing seemed out of place, yet something was still missing. The hotel in question proudly touted its recent renovation for which I can confirm this fact given the scent of fresh paint, glue, wood and new upholstery. The doorman performed in strict accordance with his title while the receptionist at the front desk was upbeat while still remaining matter-of-fact. Arriving after the dinner hour, the corridors w...

RevPAR Is Only One Piece of the Picture

David Eisen | May 17, 2019

By David Eisen Imagine you're scouting a young baseball player or footballer—someone experts have pegged as the next Derek Jeter or Lionel Messi. You can't, however, just take their word for it; you have to see their performance for yourself and also dig into the numbers—into how they rate statistically. Now, imagine you are only allowed to consult one statistic, such as batting average (hits divided by at-bats) or goals scored. Then, imagine that within this context, our Jeter heir apparent is hitting a more-than-respectable .315, and our Messi-to-be is his team's leading goal scorer. Great news, right? Well, yes and no. ...

Independent Hotels: An Action Plan to Win the Direct Booking

Max Starkov | May 16, 2019

By Max Starkov With the explosion of the "digital way of life", the traveler's customer journey has become increasingly complex, which necessitates independent hoteliers to rethink and overhaul their marketing and technology stack strategies and investments. Today's online travel consumer is exposed to more than 38,983 micro-moments in any 60-day timeframe and visits an average of 18 websites via multiple devices across eight sessions before making a hotel booking (Google Research). Google defines this customer journey as a fluid series of interconnected stages: Dreaming, Planning, Booking, Experiencing and Sharing Phases, in which eve...

Building Your Hotel’s Sharing Economy Defenses

Larry Mogelonsky | May 15, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) While it is crystal clear to me and many other hoteliers that the sharing economy and all its resident internet-based service firms (IBSFs) have severely changed how customers perceive hotels, many outside of hospitality tout their successes and grander benefits for the community. Regardless of whether or not they are ultimately 'good', the rapid proliferation of all these sharing economy accommodations should not be mere doom and gloom for hotels, however, but an opportunity for you to improve your own product. As Airbnb is by far the largest among these IBSFs, I will use it as a p...

Nobody Asked Me, But… No. 213: Hotel History: Sheraton’s Classic Advertising Campaigns

Stanley Turkel | May 14, 2019

By Stanley Turkel, CMHS Hotel History: "Keyed-Up Executives Unwind at Sheraton" In 1965, the Sheraton Corporation of America, under the leadership of President Ernest Henderson, created a brilliant advertising campaign: "Keyed-up Executives Unwind at Sheraton". It was broadly promoted all over the U.S. in print media, TV advertising and locally by individual Sheraton Hotels. Among my collection of Sheraton artifacts is a translucent plexiglass paperweight which has a small figure of a businessman with a wind-up key in his back which says "Keyed-Up Executives Unwind at Sheraton". His picture was everywhere: on television, on posters, in...

Hospitality Financial Leadership: Engage Their Hearts and Minds First

David Lund | May 13, 2019

By David Lund Getting your hotel leadership team excited about accounting is like someone thinking it's fun to go to the dentist. Your average person wants nothing to do with it because they have a predisposed notion that it's yucky, boring and better left for someone who has a hard time walking and talking at the same time. What I have learned about getting your average hotel leader excited about the numbers is just the opposite. Let me explain. Hotel leaders ALL want to have the "financial where-with-all" to dazzle their peers. They know it's the secret sauce to propel their career. They all want their seat at the captain's table. Bei...

JMBM’s Global Hospitality Chairman Jim Butler Will Speak About Hotel Investment at 2019 Institutional Real Estate Forum

May 13, 2019

By Jim Butler and the Global Hospitality Group® Authors of www.HotelLawBlog.com LOS ANGELES—Jim Butler, Chairman of JMBM's Global Hospitality Group®, along with Jack Westergom of Manhattan Hospitality Advisors, will speak at the 4th Annual West Institutional Real Estate Investor Forum on June 5, 2019 in San Francisco on the topic of hotel investment. They will also conduct a roundtable discussion for investors who may be new to the hotel investment. "Many institutional investors, family offices and other sophisticated real estate investors are looking to hotels to increase investment returns. While hotel investments can of...

How Will the Hospitality Industry Benefit From the IoT

Ana Bera | May 9, 2019

By Ana Bera The Internet of Things (IoT) has the potential to be a gamechanger for those in the hospitality industry. Therefore, it is essential for managers, hotel owners, and other business leaders to try to make the most of it. However, according to research, 87% of people are not familiar with the concept of the Internet of Things let alone what this technology means for the hospitality industry. In this article, we have discussed this matter, and hopefully, you will learn more about the latest tech buzzword and how does it cater to client needs. What Is the Internet of Things? The term 'Internet of Things' refers to the idea of cre...

Five Strategic Directions to Take Your Hotel

Larry Mogelonsky | May 8, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Value adds always become expectations. Such is the course for hospitality and if you aren't constantly evolving your brand then it will become stale. And in an overstuffed hotel marketplace, you need bold new directions to differentiate your product and drive rate. So, how do hotels adapt so that guests don't lose interest in any of these ostensibly great properties in favor of the 'next big thing'? How do you innovate a boutique property so that its repeat revenue figures will always be a healthy contributor to the bottom line? Broader still, how do lifestyle hotels continue to rei...

The 2019 LIIC Top Ten — Hotel Real Estate: Mostly Sunny Days Clouded by Labor Issues

Jim Butler | May 8, 2019

By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of www.HotelLawBlog.com 08 May 2019 Greetings from Los Angeles and the beautiful Hyatt Regency LAX! Yesrerday, we kicked off Meet the Money® 2019 – the National Hotel Finance & Investment Conference hosted by JMBM's Global Hospitality Group® – with the LIIC Top Ten. Presented by my friend, Mike Cahill, CEO and Founder of HREC and one of LIIC's co-chairmen, the LIIC Top Ten reflects the perspectives of the industry's most active members in the hospitality market. — Jim About the LIIC Top Ten For the past 15 years, the members of the ...

From the Experts: Digging for Data and Kicking out Competition

Holden Madison | May 6, 2019

By Holden Madison What does it take to efficiently work with data in hospitality? Four data experts weigh in. EHL recently welcomed three hospitality companies actively engaging in data science during a panel discussion hosted by Associate Professor Alessandro Inversini. Participants shared their experience working with data, its opportunity and its pitfalls. Checking in With Data Suzanne Ward, Director Enterprise Solutions Integration MEA - AccorHotels For a hospitality giant like Paris-based AccorHotels - which has 4,200 hotels, operating in 100 countries and a total room-capacity of 570,000 hotel rooms - data has been tapped into ins...

What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement

Doug Kennedy | May 3, 2019

By Doug Kennedy My career as a hotel industry trainer and conference speaker keeps me on the road nearly every week, so I try to take advantage of every available travel perk. Living in the Ft. Lauderdale / Miami area, I am fortunate to have two major airports within 35 minutes, and with this being a popular tourism destination there is a wide selection of non-stop flights. Therefore, I cannot always remain loyal to just one airline because it's hard to justify wasting time taking a connecting flight, or perhaps spending an extra night on the road, just to earn miles. As a result, I have premium status with several airlines each year. I...

Ten Luxury Fashion Brands Venturing Into Hospitality

Chiara Eckenschwiller | May 2, 2019

In a world where everything has to be documented on social media, customers are increasingly looking for experience-related services. It is not enough anymore to wear luxury products such as a purse or shoes, customers now want to pair their products to an overall experience. Luxury travelers are craving luxury experiences As fashion brands are reinventing themselves, what better way to do so while at the same time facilitating the expansion of their empire? Luxury hotels are increasingly appealing to travelers, especially at a time when luxury becomes more accessible and diverse. Luxury travelers are craving experiences that go beyond...

Upselling The Frugal Guest

Larry Mogelonsky | May 1, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) When applied to hospitality, the word 'frugal' can have a rather opaque meaning. It doesn't mean that guests are cheap, but instead they are discerning and hesitant to splurge without full justification. Every hotelier knows that guests are becoming increasingly tech-savvy with each passing week, but what this also means is that they are becoming exceedingly aware of channel price differences and marketing tricks used to cajole them into spending more than is absolutely necessary for a given service. And this is true for not just hospitality but practically every industry where the ...

JMBM’s Global Hospitality Group® to Host the 29th Annual Meet the Money® National Hotel Finance and Investment Conference May 6-8, 2019 in Los

Meet the Money | April 29, 2019

By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of www.HotelLawBlog.com April 29, 2019 LOS ANGELES—JMBM's Global Hospitality Group® will host Meet the Money® national hotel finance and investment conference May 6-8 at the Hyatt Regency LAX in Los Angeles. Now in its 29th year, this annual event will bring together hotel owners, operators, developers, consultants, investors, brands, lenders and other capital providers to discuss current developments in the industry as well as strategies for the future. "Our line-up of more than 70 speakers include top hospitality leaders who will share their expe...

How Hotels Can Profit From Product Placement

Larry Mogelonsky | April 24, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Product placement has been a subtle revenue source for Hollywood for many decades now. For instance, have you ever watched a movie and noticed that all the cops and robbers were driving only one brand of car? Or that every actor on a television show only drinks exclusively Coke or Pepsi but never both? It's undeniably influential. More recently, however, hoteliers have started to realize that their properties can offer perfect symmetry with many brands that want trial from their target audience, especially when those brand's key demographics match that of a property's guests. Exampl...

Human Trafficking: What Hotels Are Doing to Prevent It

Samuel Wich | April 24, 2019

By Samuel Wich According to the Global Slavery Index, an estimated 40.3 million men, women, and children were victims of modern slavery on any given day in 2016. With the International Labor Organization estimating annual profits from forced labor at 150 billion USD, it is the world's second largest criminal industry and affects all countries. The victims of these crimes have to endure forced labor, sexual exploitation, organ removal or forced marriage. The fight against modern slavery starts by acknowledging and identifying the issue. In 2015, the UK government intensified their efforts by issuing the Modern Slavery Act, calling for mo...

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