Why Aren’t Hotels Referring Friends

Larry Mogelonsky | September 11, 2019

Three Reasons Why Training in Hospitality Matters

Jochen de Peuter | June 26, 2019


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. ( 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 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. ( 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...

Nobody Asked Me, But… No. 212: Hotel History: Hotel del Coronado, Coronado, California (1888)

Stanley Turkel | April 23, 2019

By Stanley Turkel, CMHS Hotel History: Hotel del Coronado, Coronado, California * The renowned Hotel del Coronado is a grand example of elegant Victorian architecture providing one of the most beautiful and popular beach resorts in the United States. The Del was conceived by two mid-western businessmen, Elisha Babcock, Jr. and Hampton L. Story who bought the entire undeveloped 4,100 acres on the peninsula of Coronado for $110,000. Babcock was a retired railroad executive from Evansville, Indiana and Story the owner of the Story & Clark Piano Company in Chicago. Babcock and Story hired the architectural firm of Reid & Reid consi...

Industry Report: Innovation Strategy in Practice

Dr Carlos Martin-Rios | April 22, 2019

How do global hospitality businesses tackle innovation? The Hospitality Innovation Report analyzes how different innovation strategies contribute to generating competitive advantages for hospitality businesses. By Dr. Carlos Martin-Rios The Hospitality Innovation Industry Report, authored by EHL Associate Professor Dr. Carlos Martin-Rios, is based around a comprehensive model reviewing combinations of technological and non-technological innovations and analyzes how different innovation strategies contribute to generating competitive advantages for hospitality businesses. Dr. Rios has been tracking hospitality innovation for the past sev...

Six Tech Trends Still Reshaping Hospitality in 2019

EHL | April 17, 2019

From narrow artificial intelligence to intelligent things and edge computing, these six trends continue to reshape hospitality business. Technology in recent years has evolved at such a rapid pace and taken us further into a sci-fi-like future faster than our ancestors could have ever predicted. From smart home-enabled devices that control our thermostats and refrigerators to cryptocurrencies that provide secure stores of value, recent trends have brought many pipe-dream technologies to life. Many advancements have been more subtle but equally promising and transformative, from smart analytics in consumer and professional apps to the gr...

Your Wine List Needs Branding Too

Larry Mogelonsky | April 17, 2019

By Larry Mogelonsky, MBA, P. Eng. ( What does your wine list stand for? What's its elevator pitch? Is it meaningful for customers? Does it fit with the theme and business plan for the parent restaurant? Of course, we are talking about branding and marketing as much as we are talking about the physical alcohol inventory. While most of this critical exercise will be handled by the restaurant, the hotel and the marketing department, the wine list must still match the greater vision if it is to truly shine. Importantly, it needs a cohesive brand if it's going to do its job as effectively as possible – that is, make ...

Sales “Steps” and “Funnels” Are SO 1990’s; Here’s What It Takes for Hotel Sales Success in 2019

Doug Kennedy | April 11, 2019

By Doug Kennedy While the hotel sales environment has completely transformed, hotel sales training models seem to be stuck in the 1990's. When I meet hotel leaders at industry conferences it seems most recognize the profound changes such as the emergence of third-party planners and the migration to online RFP tools (CVENT, CVB Platforms and social sites such as The Knot.) Yet most leaders seem to be unclear on what it takes to outsell the competition these days. As a conference speaker, I often sit-in on sessions delivered by others as I'm always eager to learn. From what I see, most sales related training recycles one of three traditio...

Negotiation-Based Pricing: The Future of Direct Bookings for Hotels?

Matthieu Mauguin | April 11, 2019

By Matthieu Mauguin Looking back on the history of hotel pricing strategies, nothing really stands out until the early 80s. Before the deregulation years, most hotels stuck to a traditional model of rates, based on economic fundamentals, such as cost price and profit margin. The rise of neo-liberalism allowed for ambitious and previously unseen business tactics. One of them, first developed in the context of airlines, was the variable pricing strategy known as Yield Management. Understandably, Yield Management was a true game-changer which quickly generated large profits for lots of companies in multiple industries, and was propelled to...

Booking Engine Personalization to Adapt to the Experience Economy

Larry Mogelonsky | April 10, 2019

By Larry Mogelonsky, MBA, P. Eng. ( So much talk is made nowadays about the experience economy and how this affects the personalization of hotels, but how can we make these concepts a reality? We all know they are both important for driving satisfaction scores, loyalty and healthy return over the long run, but there doesn't seem to be a straightforward and one-size-fits-all path towards operationalizing these trends in a way that's meaningful for guests. To wrap your head around how these two concepts can drive each other in a virtuous and profitable circle, you must first understand what the experience economy is and...

Driving Innovation: How Frugal Can Hotels Be?

Margarita Cruz | April 4, 2019

By Margarita Cruz and Isabella Blengini When speaking of innovation in the hospitality industry, we often hear about new technologies and processes capable of breaking the standards on how the industry works. Typically, these innovations require large amounts of investments; as well as the design and implementation of new processes. According to the EU Industrial R&D Investment Scorecard, in 2017 alone, investments in innovation made across different industries around the world surpassed €700bn. However, only a small percentage of players are effectively able to implement innovations of this kind. In fact, 90% of the world's R&...

Meet the Bleisure Demand With Meeting Experiences

Larry Mogelonsky | April 3, 2019

By Larry Mogelonsky, MBA, P. Eng. ( A clever portmanteau between business and leisure, hybrid travel is now mainstream, so much so that it is starting to influence how meeting planners select their destinations and host hotels. After all, in a world where video conferencing can connect anyone, anywhere and at any time, the purpose of travel is to offer guests a unique and stimulating setting. The bleisure incentive has thus far been the prospect of extending a few days on either end of the main event to fully appreciate said location. However, the demand for heightened experiences on the leisure side are starting to c...

Nobody Asked Me, But… No. 211: Hotel History: Asian American Hotel Owners Association*

Stanley Turkel | April 2, 2019

By Stanley Turkel, CMHS Hotel History: Asian American Hotel Owners Association* The Asian American Hotel Owners Association (AAHOA) is a trade association that represents hotel owners. As of 2018, AAHOA has approximately 18,000 members who incredibly own about half the 50,000 hotels in the United States. If you bear in mind that Indian Americans constitute less than one percent of Americas population, the conquest of this business niche is extraordinary. Furthermore, about 70% of all Indian hotel owners are named Patel, a surname that shows that they are members of a Gujarati Hindu subcaste. How did this economic miracle come to pass? ...

Hotel Data Management: Build an Integrated Journey

April 2, 2019

Why data scientists need to be an integral part of a hotel's data journey. Data scientists are becoming increasingly popular and necessary as industries realize the need to manage data points and understand how to collect and breakdown their data to better advance their business. Data scientists are experts in collecting, analyzing, and interpreting data and can make educated decisions on what to do with and how to use that data. The critical role of data scientists in hotels Within the hospitality industry, data scientists are crucial to understanding the hotel's data and how to use it to benefit the overall business of the hotel. Howe...

StayNTouch CEO and Director of Strategic Partnerships Talk Platform Power

Alan Young | March 28, 2019

Reimagining Hotel Technology with Open APIs Based on Strategic Partnership Alignment By Alan E. Young The last few years have been a whirlwind of innovation for hospitality technology. Despite its longstanding reputation for being resistant to change and slow to adopt technological evolution, the industry has made impressive strides toward reinventing its future. And yet, the gradual implementation of the latest advancements is only half the battle. With the rise of new technology (and subsequently, new technology vendors) comes the synonymous demand for strategic alliances and integrations. Recognized as hospitality technology visionar...

Hotel Operations Always Come Down to Your People

Larry Mogelonsky | March 27, 2019

By Larry Mogelonsky, MBA, P. Eng. ( Springtime sees the prerequisite visit to my favorite outdoor furniture shop. Over the past few visits I had been dealing with the same fellow who was both friendly and extremely knowledgeable. While our largest purchase was made prior, we continued to acquire additional items that he recommended based upon his prior knowledge of our purchasing history and what he thought would best help us 'fill in the gaps' for our terrace. To my surprise on our latest visit, though, this salesman confided that sadly this was his last week in the store. He was moving to another furniture company &...

Luxury Hotels: What’s Their Digital IQ?

Meng-Mei Maggie Chen | March 21, 2019

By Meng-Mei Maggie Chen In response to existential threats posed by disruptors like Airbnb and Google, luxury hotels continue to grow digitally through reinforced loyalty programs, digital visibility and content production efforts and differentiating technologies on their online or on-property experiences. According to New York-based consulting firm Gartner L2, Four Seasons, Hilton, The Ritz-Carlton and Fairmont account for some of the smartest hospitality groups online. The firm released its annual report - The Hospitality Digital IQ Index - ranking the digital competency of 75 of the biggest hospitality players. We rounded-up three ke...

“Heart Failure”: The Leading Cause of Bad Reviews

Doug Kennedy | March 20, 2019

By Doug Kennedy When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure to understand the true heart of hospitality, which is "caring about as well as caring for others." When we care "for" others, we provide the minimal requirements of a positive guest stay, the foundation of which is a clean, well maintained "physical product," (the accommodation and public facilities), delivered promptly and efficiently. Yet when we care "about" others, we understand the hospitality b...

Profiting From Prearrival

Larry Mogelonsky | March 20, 2019

By Larry Mogelonsky, MBA, P. Eng. ( Every hotelier knows that tech-enabled personalization is crucial to the future success of one's brand. In reality, though, these customized experiences are very difficult to put in place, often requiring complex software integrations, significant CapEx and a fully trained team – both at the supervisor and frontline levels – to properly act upon any insights or recommendations gleaned from a unified CRM. The nauseating pain point here is that travelers are now expecting hotels to dedicate more effort towards making their time on property personal and meaningful, irrespec...

Can Hotels Sue Their Governments Over Home Sharing?

Larry Mogelonsky | March 13, 2019

By Larry Mogelonsky, MBA, P. Eng. ( This is a special case that I've been waiting to write about since it hit the airwaves here in Canada in late October. Most interesting here is that it has a few powerful implications for the fight traditional hotels are facing against industry disruptors coming in the form of home sharing. Taxi drivers working in the City of Toronto launched a $1.7 billion CDN (about $1.4 USD) class action lawsuit against the city itself, claiming damages that reflect how much licensed taxis have lost – what is sometimes coined as 'plate value' – since these ride-sharing services came i...

Nobody Asked Me, But… No. 210: Hotel History: John Q. Hammons (1919-2013)

Stanley Turkel | March 12, 2019

By Stanley Turkel, CMHS John Q. Hammons: Master Hotel Developer and Builder One of the great hotelier/developers of our time. John Q. Hammons developed 200 hotel properties in 40 states. But mere statistics hide the essence of Mr. Hammons special development techniques. He disdained the standard feasibility studies when assessing potential sites for hotel development and instead relied on his own experience, knowledge and intuition. Here are some reflections by John Q. Hammons on being an exceptional hotel developer: Be in Tune With Change: Have a Plan of Action. People do not stop to think what change means. That's the thing about su...

Hotel Owners Have All the Juice

Alan Young | March 7, 2019

by Alan Young Who really has the buying power when it comes to hotel technology purchases? As any good salesperson knows, selling a product (or service) is as much about describing the features and benefits of product itself, as it is being able to effectively sell to the potential buyer. It's a dance, one in which an in-depth understanding of the buyer's unique expectations and values will (more often than not) be the key to making that sale. And of course, the key to appealing to buyers directly begins with understanding who holds the buying power. When it comes to the hospitality industry and the purchase of hotel technology,...

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