Advice

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Why Aren’t Hotels Referring Friends

Larry Mogelonsky | September 11, 2019

Three Reasons Why Training in Hospitality Matters

Jochen de Peuter | June 26, 2019

Advice

Why Aren’t Hotels Referring Friends

Larry Mogelonsky | September 11, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Common to modern apps as an incentivization tool for gathering new users, hotels should start to think of ways that they can drum up new business by prompting happy customers to refer their properties to other guests, either through digital or other ‘low tech’ methods. First, though, it’s important to note why these peer-to-peer systems work so well, particularly when deployed in a way that’s convenient for guests – that is, via email or mobile. Via a system of credit reward, you subtly encourage a user to be a brand advocate within his or her social group while also motiv...

Up Closer and More Personal

Roger Wolkoff | August 21, 2019

By Roger Wolkoff I walk into the newest branch of my credit union, and I am immediately drawn to the design. Lots of open space, thick wood beams surrounded by steel, and lots of light thanks to the plethora of glass. Stunning only begins to describe how it looks. Intimate describes how it feels. As I approach the teller area, it becomes apparent that there is something different about this space. There is no wall separating tellers from customers. Camille stands in front of her station with a welcoming smile. She extends her hand to greet me and guides me to the table that juts out from the side of her station. I stand at a 90-degree a...

Why Google Ratings Might Just Be Your Hotel’s Most Important Quality Metric

Daniel E. Craig | June 27, 2019

By Daniel E. Craig, Founder, Reknown Move over, TripAdvisor — there’s a new sheriff in town. Over the past couple of years, Google has revamped its review product, increased review volume exponentially, and made Google ratings more prominent in search, maps and hotel listings. As a result, Google ratings may have emerged as the most important measure of quality for hotels. Here’s why. In Search, Google Reigns Supreme Google’s role as chief gatekeeper to online travel planning difficult to dispute, but does it hold a monopoly on search? While company officials bristle at the suggestion, others aren’t so convinced. “Goo...

Three Reasons Why Training in Hospitality Matters

Jochen de Peuter | June 26, 2019

How two consecutive audits as "mystery shopper" for a hotel company unveiled striking differences in staff performance... and the need to focus on training. By Jochen de Peuter Recently I was assigned to perform quality audits “mystery shopping” for a hotel company. What struck me was how within one company, standards could be exactly similar, yet at the same time very different. If the similarities were mainly in the look and feel of the experience, the differences mainly came from how the staff performed at actually delivering that experience. The need for training in hospitality Research show numerous advantages to invest in ...

Airbnb, Expedia, Google: 4 Lessons the Hotel Industry Can Learn From The Digital Giants

Meng-Mei Maggie Chen | June 24, 2019

By Meng-Mei Maggie Chen 2017 marked the 10th anniversary of Airbnb's creation and the digital giant celebrated its rapid expansion by releasing its strategy roadmap aptly dubbed "Airbnb For Everyone" with a slew of new types of accommodation topping their original offer. Among the new products unveiled were: New property types – Vacation Home, Unique, B&B, and Boutiques: these come in addition to the existing Entire Home, Private Room, and Shared Space filter options. New property tiers – Airbnb Plus and Beyond by Airbnb: the Airbnb Plus badge showcasing houses with more than 100 reviews and at least a 4.8 points r...

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...

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