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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. (www.hotelmogel.com) 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. (www.hotelmogel.com) 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. (www.hotelmogel.com) 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. (www.hotelmogel.com) 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. (www.hotelmogel.com) 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. (www.hotelmogel.com) 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,...

The Need for Hotels to Embrace a Cause

Larry Mogelonsky | March 4, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) As World Wildlife Day has just come and gone (it was this past Sunday, March, 3, 2019), it's a good time to reflect upon what environmental efforts your hotel is planning to undertake as well as those already in full swing. With climate change intensifying with each passing season, large corporations are becoming all the more vital through their collective resources in the movement to champion wildlife preservation. I don't mean to get preachy but between rampant deforestation, pollution, invasive species and a slew of other manmade problems, nearly every ecosystem has been thrown o...

Adventure Tourism: Catering to the Thrill-Seeker Traveler

EHL's Hospitality Insights | March 1, 2019

March 1, 2019 - Through the ages, mankind has been pushing the limits of exploration: we have conquered lands, we have discovered the wonders of our planet and, pushed by our relentless thirst for knowledge, we have greatly expanded our awareness of the world we live in. Today's travelers are no different: driven by an increasing need to find meaning and purpose in their busy lives, they leave their comfort zone to venture into some of the most remote – and sometimes hostile - places in the world or venture into epic journeys. Dubbed "adventure tourism", this trend accounts for one of the fastest growing categories in the travel i...

What Hotels Can Learn About the Guest Experience From Starbucks

Larry Mogelonsky | February 27, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Starbucks has thousands of outlets. Nowadays if you find yourself in nearly a major city center anywhere in the world, you're never more than a few blocks away from your next americano. The long-term and strategic vision for Starbucks may surprise you, though. It's not just about coffee and compelling you to consume every ounce of caffeine exclusively from them; it's about the culture. There have been several books written about the brand and their business approach. True, there are issues and growing pains, as there are for any corporation of this size and stature. Let's set those ...

It Is Impossible to Walk on Our Heads… And yet…

Georges Panayotis | February 27, 2019

Georges Panayotis A little logic, a little common sense, and we quickly understand that it is impossible to walk on your head. So why do we keep trying? Our businesses and our industry have slowly shifted towards a development model that is increasingly disconnected from reality. An overgrown head with atrophied hands and feet. Operational staff who most of the time have to muddle through regardless, whether they are ambidextrous or handless, long-distance runners or disabled. Careful not to upset the pyramid In our sector, operational people - the feet and hands of the trade - are essential. It is on the ground that the product and se...

INTERVIEW: Hotel Investment Trends in Europe

Stuart Pallister | February 22, 2019

By Stuart Pallister If you're thinking of investing in the hotel sector in Europe where should you be looking to put your money? Patrik Hug, Senior Consultant, Advisory & Valuation Services at Christie & Co based in Munich, Germany, says much depends on how risk averse the potential investor is. Hug, an EHL graduate, says that four out of five investors in hotel real estate are not passionate about hotels. "It's about cash flows, yields, and the return on investment. Of course, they like dealing with hotels, but it could be a parking lot as well. In the end, as long as the return is correct, that's all that counts. So it really ...

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