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Adam and Larry Mogelonsky | November 15, 2023
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Adam and Larry Mogelonsky | September 6, 2023
Guest Experience
Hone Your Brand By Purging Its Following
Larry Mogelonsky | August 12, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) As a hotelier, you would have to be a Neanderthal to be unaware of the impact of social media on your business. Well into the throes of its growing pains, one concept that most knowledgeable marketers are now aware of is that the most primitive social statistic – likes, followers, etc. – is not the supreme measurement of influence. Instead, we look for more complex metrics like levels of interaction, website click-throughs and rates of sharing. Moreover, we look to the content marketing side of things, analyzing what generates activity and what contributes to the white noise of cyberspa...
Be A Community Leader By Supporting Local Artists
Larry Mogelonsky | August 5, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) It goes without saying that a big marketing topic these days is search engine optimization, or SEO. We're all looking for ways to increase website visibility and countless articles have pointed steadfastly to heightened exposure amongst neighborhood businesses or community organizations as a highly workable strategy. Indeed, the Google algorithms are set up to look for these local connections and give priority to businesses with the most local activity. But if everyone is going after the same thing, how do you differentiate yourself? My solution: specific and dedicated strategy. And the app...
INNCOM® by Honeywell to Provide MGM Resorts International with Reliable Large Scale ‘Smart’ Networks
| July 30, 2015
MGM Resorts Works with INNCOM to Develop and Implement Scalable Multi-Vendor Corporate Network Platform for 20,000+ Guest Rooms July 30, 2015 – MGM Resorts International is acknowledged as a leader in adopting and deploying hotel guest room technology. Its properties offer networked electronic locks for security, environmental controls for guest comfort, multiple entertainment options, refrigerated minibars for convenience, and other guest controls. But, MGM Resorts' guests never see the robust network platform behind the scenes that powers the company's tech leadership. INNCOM was able to meet MGM Resorts' large-property network requ...
Observing Food Trends at Festivals and Fares
Larry Mogelonsky | July 29, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Gourmet burgers are soooo 2013. Tacos? I thought they peaked last summer. What's next year's hot dish going to be? When will our current bacon craze go belly up? (pun intended) Important to us hoteliers, if we have a vague semblance of where food trends are headed, then we can plan menus accordingly and harness the 'hype' surrounding on-the-up cuisines for an extra marketing boost. Moreover, if you're only following food trends in magazines and mainstream restaurants, then you're behind the eight ball, catching trends when they are at their peaks instead of when they are in the early adopti...
Mark Loyd Joins PAR Springer-Miller as General Manager of ATRIO
PAR Technology Corporation | July 28, 2015
STOWE, VT — July 28, 2015 — PAR Springer-Miller Systems, Inc. (PSMS) --- a wholly owned subsidiary of PAR Technology Corporation (NYSE:PAR ) and the leading provider of guest-centric hospitality management systems --- today announces the continued growth of their next generation ATRIO Guest Experience Management Platform with the appointment of Mark Loyd as General Manager of ATRIO. Mark joins the company to position the ATRIO Guest Experience Management Platform, including ATRIO PMS, POS, and Spa products as well as ATRIO's Advantage Services, for exponential growth. In this role he will oversee the software development, architectu...
The Resurgence of Small-Batch Liquors
Larry Mogelonsky | July 22, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Alcoholic beverages are far more than a vessel for inebriation. They are a pillar of the dining experience. While wine and beer are the two most common meal accompaniments in this category, there's something interesting happening in the world of spirits and other distilled elixirs. Much like that of microbreweries and limited-barrel wines, small batch distilleries are making a resurgence, and it's an opportunity you should seize. Why? Simple: product differentiation. Your restaurant or bar may be differentiated from your competitors by its décor, its view, its ambiance, its food menu, its ...
Kennedy Training Network Announces Alliance With TRACK Pulse Call And Lead Tracking System
Kennedy Training Network | July 21, 2015
KTN To help promote new system for tracking incoming reservations calls and enabling pro-active lead management follow-up. Hollywood, Florida - July 21, 2015 - KTN announced today a marketing alliance partnership with the TRACK Pulse call and lead tracking system. "TRACK Pulse is the easiest to use and most reasonably priced resource for helping lodging companies to convert more incoming reservations calls into confirmed bookings," said Doug Kennedy, President of KTN. "So far there has only been one legacy system that I know of, and I am excited to help get the word out on what I think is a much better and definitely more affordable sol...
Service Excellence: I Can’t Imagine a World Without
Bryan Williams of B.Williams Enterprise | July 20, 2015
by Bryan Williams If a grocery store can win a Forbes 5-Stars rating, this store would be it. It's one thing to be exceptional, and it's another to be consistently exceptional. MOM's Organic Store in the Washington DC Metro Area is just that; Consistently Exceptional. I can honestly say that every hotel can learn from the workplace and service culture that MOM's cultivates. Here are a few key points that MOM's excels at (and all hotels can emulate): The Staff is Knowledgeable There's something to be said for competency. If I ask ANY employee about ANY product in the store, they either know the answer or find out. One time, I was in the...
A Caffeinated Reassessment
Larry Mogelonsky | July 15, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) My morning coffee is a perpetual delight in my life, a momentary respite that I do not take lightly. I bet many of you are in the same boat! All subtle addictions aside, coffee is an essential part of many people's lives and as such, it merits your attention – both at home and at work. In this case, let's assume your place of work is a hotel or related to a hospitality setting in some manner or another. But that doesn't mean that the home coffee experience is not applicable; quite the opposite in fact. We want our guests to 'feel at home', and any actions we can take to better emulate a p...
Hotel Guest Satisfaction Reaches All-Time High; Incidence of Problems Hits Record Low
J.D. Power | July 15, 2015
The Ritz-Carlton; Omni Hotels & Resorts; Hyatt Place; Drury Hotels; Wingate by Wyndham; Microtel Inn & Suites by Wyndham; Homewood Suites by Hilton; and Candlewood Suites Each Rank Highest in Guest Satisfaction in Their Respective Segments WESTLAKE VILLAGE, Calif., July 15, 2015 -- Hotel guest satisfaction has risen to a record high, while the number of guests experiencing problems during their stay has dropped significantly, according to the J.D. Power 2015 North America Hotel Guest Satisfaction Index StudySM released today. The study, now in its 19th year, measures overall guest satisfaction across eight hotel segments: luxury...
3 Great Examples of True Traveler Engagement
Alan E. Young | July 10, 2015
By Alan E. Young, President and Co-Founder of Puzzle Partner There are some companies that claim they are guest or traveler engagement companies. These companies have developed software platforms or apps to communicate more effectively with the traveler. Their technology enables travelers check in online, purchase upgrades, and supports text messaging capabilities to order amenities while on-property as well as to send post-stay surveys. However, is this really engagement or just enhanced communication? I think we have lost the essence of what true engagement should be. I fully understand that different travelers require a different lev...
To Rock At Customer Service, You Need To Know These 8 Statistics
Katie Scheer | July 10, 2015
By Katie Scheer It's no coincidence that companies that deliver rockin' customer service are industry leaders and innovators. So why aren't companies focusing on improving the service that they deliver? It seems like this is a no-brainer; however, companies get too lazy, caught up in the day-to-day, and/or don't want to invest the time and money on mandating a focus on service excellence. Don't be one of these companies- it's careless and brainless. We want you to ROCK at customer service! Still need some convincing about why customer service should be a top priority? From a Salesforce blog post by Kendall Thorton, "18 Interesting Stats...
How Hospitality Professionals Can Help Customers Help Themselves and Why It’s Important to Do So Now
Jim Freeze, Aspect SVP and CMO | July 8, 2015
By Jim Freeze Your guests are changing, and at the heart of that change is the intersection of mobility, self-reliance and generational transformation. Travelers today live on their smart phones – a fully-functioning computer with ubiquitous high speed access and a plethora communication channels. These hyper-connected consumers increasingly prefer to buy products and services and resolve their issues without the assistance of a customer service agent. This is especially true with so-called Millennials, individuals who are 18 – 36. Any hospitality provider, like most other industries, must adapt to rapidly changing consumer expectat...
What Women Want, With Ten Suggestions
Larry Mogelonsky | July 8, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) My dear bride of some 34 years travels with me for leisure, and sometimes business. To be expected, my work activities tend to be carried over into dinnertime conversations so this hybrid mode of travel makes sense. With her as critical input, we've come up with a short list of ideas that focus on women's hotel needs. Travel research indicates that the female head of household makes the bulk of leisure travel decisions – either directly or through "grocery list" male counterparts. So, while we're fussing over our operating costs to the barebones, we may be cutting corners that really cost...
Marketing for the Working Boomer
Larry Mogelonsky | July 1, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) As a boomer still burning a candle at the office, I can tell you that advertisements targeting me with morbid imagery and 'preparing for the inevitable' catchphrases do not get my mojo going at all. Now that the millennials have officially surpassed the boomers in sheer numbers, it's become a trend to treat the latter group as a 'dying generation'. And from this has emerged the outlook that marketing slogans and campaigns attempting to appeal to boomers should focus on the motifs of retirement, aging and health. While these three themes are on the back of most boomers' minds, they are hardl...
How to Craft the Guest Experience
John Hendrie | June 29, 2015
by John Hendrie Starbucks, once the darling of brand excellence, devalued, and now on an ascension, was never about the coffee. It was about the experience in a Starbuck's location - the colors, the texture, the sounds, smells, comfort and safety - a cornucopia for the senses. We are all consumers, and your staff, no matter the type of hospitality business - lodgings, restaurants, attractions, entertainment or retail stores- understand authenticity, appeal to the senses and the role of expectations in framing and delivering on the guest experience. But, sometimes, you, the manager, must synthesize and bring it home to your establishmen...
Selling Food Through Stories
Larry Mogelonsky | June 24, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Food is by far one of the best ways to differentiate your property and make a lasting impression with guests. Why? For one, eating involves a range of senses – taste, smell, sight, touch and, if you count the hustle-bustle of a lively ambiance, sound. It's this activation of so many senses that primes our emotions and signals our memory centers to start taking notes. Plus there's the emotional transference effect – good times at a restaurant reflect kindly on the parent property. Next, there are so many ways to stand out and deliver a unique experience in a much cheaper capacity than, s...
DIRECTV and UIEvolution Partner To Provide Next Generation Hospitality Guest Entertainment Solutions
UIEvolution | June 23, 2015
UIEvolution's UIE ExperienceManager™ platform brings dynamic branding and marketing management to DIRECTV's industry-leading hospitality solutions. UIEvolution, a global leader in highly scalable connected device software platforms for Enterprise companies in the Hotel, Cruise, and Automotive industries, announced today a partnership with DIRECTV, one of the world's leading providers of digital television entertainment, to integrate the company's technology platform, UIE ExperienceManager™, with DIRECTV's Residential Experience (DRE) and COM2000 products in the launch of Guest Welcome Screen PRO. DIRECTV is the national leader in en...
Great Service Isn’t Rocket Science
Jana Love | June 23, 2015
By Jana Love I personally enjoyed our blog last week because the outcome was a GREAT customer service experience, where the associates went over and above to anticipate needs and deliver on surprises and delights. Shouldn't this be the norm? Why are so many service experiences disappointing? My theory ~ leadership is looking in the wrong direction. Too many businesses focus on sales and not so much on service. This is baffling to me because more sales come with better service. Randy Pennington says that in his experience, "Companies with bad service view it as a cost to be managed rather than an investment that creates a compet...
Never Forget Cross-Generational Word of Mouth
Larry Mogelonsky | June 17, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Trying to make sense of our generational differences is a common thread in hospitality publications, namely contrasting the rise of the millennials with the baby boomer's demise. The tendency is for us to describe the behaviors of these generations as wholly disparate and with little to no overlap. While differences in wants and motivations are undeniable when comparing a 60-year-old to a 22-year-old, there are far more similarities than we are acknowledging. In many cases, we are being lead to believe that members of one demographic do not influence the pricing behaviors of members in anot...
The New Dazzler Brooklyn Hotel Offers Combined Advantages of GuestTek and DIRECTV
June 16, 2015
Calgary, Alberta & Brooklyn, NY - June 16, 2015 - Opening this August, the new Dazzler Brooklyn Hotel will offer the in-room technology and entertainment of two industry leaders. Guests at the Dazzler Brooklyn Hotel will enjoy GuestTek's OneView Media technology with its Video on Demand and myAway/myMedia applications for mobile device integration. They will also experience the best in Free-to-Guest programming from one of the world's leading satellite and cable providers in hospitality, DIRECTV. "Our relationship with DIRECTV has greatly expanded the programming options available to guests at properties like the Dazzler Brooklyn Ho...
ZENO’s Guest Experience Interface Connects Front Office Staff to Environmental Controls
June 11, 2015
New building automation tools from Zeno Controls LLC are equipping even the smallest properties with the equipment they need to monitor important engineering data; See ZENO Controls at HITEC in the Viconics / Schneider Booth #2133 [BUFFALO, NY - JUNE 11, 2015] - Today Zeno Controls LLC is putting sensor data in the hands of the people that impact the guest experience . . . the hotel staff. Using Zeno's InnPoint® Guest Experience Interface, data that normally is reserved for back-of-house areas is now available for guestrooms. InnPoint uses a Supervisory Control and Data Acquisition (SCADA) system that collects data points from anywher...
Another Take on Hospitality Trends for 2015
Jana Love | June 10, 2015
By Jana Love What are Millennials? According to, Wikipedia, Millennials (also known as the Millennial Generation or Generation Y) are the demographic cohort following Generation X. There are no precise dates when the generation starts and ends. Researchers and commentators use birth years ranging from the early 1980's to the early 2000's. Robert Rauch wrote an article, Top 10 Hospitality Industry Trends in 2015 that discusses the profile of a Millennial. The major focus for this group is exploration, interaction, and experience. Rauch says, "They are looking for a unique and novel experience and this has and will continue t...
Building Your Third Space
Larry Mogelonsky | June 10, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) You've probably heard the term 'third space' thrown around here and there, and you've probably given it some thought. With all the recent shifts in consumer behavior, however, it's important that you understand this concept in full and how you might use it to enhance a property's atmosphere. To summarize, the third space describes a place where people congregate outside of the home (first space) and the office (second space). If you can engineer parts of your hotel – the lobby, the restaurant, the bar, the café and so forth – as flourishing third spaces, then it will play to your advan...
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