Top 5 Big Ideas for Your Hotel Revenue Management Strategies
Travel Outlook | October 12, 2021
The Future of Revenue Management Is Now!
Travel Outlook | September 28, 2021
Operations
Using an On-Demand Worker Platform to Thrive When Groups Return
Larry and Adam Mogelonsky | June 2, 2021
By Larry and Adam Mogelonsky When are groups coming back? This is undoubtedly a question on many hoteliers’ minds, but perhaps the better question is, how are you going to manage operations when they do come back? Right now, the industry is narrowly focused on two central issues – the post-pandemic surge in leisure guests (as epitomized by the concept of ‘revenge travel’) and the labor shortages resulting from so many furloughed staffers permanently leaving the industry (amongst other factors). Both of these matters not only influence the groups segment, but also compound many of their underlying problems. To help navigate th...
Curator Hotel & Resort Collection Adds Five New Member Hotels
Curator Hotel & Resort Collection | May 28, 2021
BETHESDA, MARYLAND (MAY 28, 2021) -- Announced today, Curator Hotel & Resort Collection added five new member hotels to its rapidly growing portfolio, giving these independent hotels and resorts access to Curator’s best-in-class operating agreements, services, and non-proprietary technology that collectively generate significant cost-savings. The list of new member hotels includes Inn at the Market, the first non-Founding Member hotel to join Curator, The Edgewater Hotel from Noble House Hotels & Resorts, and three Provenance properties: The Revolution Hotel, The Bradley, and Woodlark. “Maintaining individuality is in...
Selecting the Right Call Center
Travel Outlook | May 27, 2021
How to Outsource Your Reservation Department without Sacrificing the Personal Touch Your Guests Know and Love As a hotelier and a business owner, it can be hard to let go of certain aspects of your business. After all, it’s hard enough to find hardworking employees who care about your business like it’s their own, let alone outsourced workers. Outsourcing typically has a negative connotation surrounding it. When people think of outsourcing, they think of cookie-cutter call scripts, aloof call center agents, and long hold times accompanied by nauseating elevator music. As it turns out, there are ways to outsource your reservation depar...
More Tech Needed for Managing Group Contracts
Larry and Adam Mogelonsky | May 26, 2021
By Larry and Adam Mogelonsky The rumors are true…groups are already starting to rebound. You may not be seeing that in the form of RFPs and spikes in search traffic. Rather, it’s happenings amongst friends and corporate executives. “Hey, we’re all vaccinated now, and the government is saying we’ll be able to gather soon, so let’s start planning something for this fall because we all haven’t seen each other in a long time,” said the CEO to the CFO during their latest fireside Zoom chat. True, large-scale conventions with thousands of attendees intermingling will be the last segment to return, but smaller meetings and regi...
Benchmark Resorts & Hotels and Maestro PMS Continue Growing Together Over Two Decades
Maestro PMS | May 25, 2021
Leading developer, manager, and marketer of independent hotels and resorts continues to migrate to Maestro Web PMS Solution for its flexible deployment options and ability to support the diverse needs of this multi-property enterprise with game-changing mobile and contact-free tools Markham, Ontario, May 25, 2021 — “Coming together is a beginning; keeping together is progress; working together is success.” These words, spoken by American industrialist and business magnate Henry Ford, are the ideal representation of the two-decade relationship between Benchmark®, a global hospitality company, and Maestro, the preferred browse...
Groups360 Launches Direct Booking Solution for Groups With Omni Hotels & Resorts
Groups360 | May 25, 2021
GroupSync Engage will provide real-time rates and availability for planners seeking to book meetings at all Omni Hotels & Resorts locations NASHVILLE, Tenn.--May 25, 2021--Groups360 today announced the launch of GroupSync Engage, the hospitality industry’s first integrated direct booking solution for groups, at Omni Hotels & Resorts. Through GroupSync, anyone booking a meeting or event will be able to instantly book group rooms and meeting space online beginning with Omni’s four managed Dallas-based hotels and extending to almost all properties in North America by end of summer of 2021. GroupSync Engage is reshaping the ...
RDP Integrates With PointCentral for Seamless, Contact-Free Access to Hospitality Properties
RDP | May 24, 2021
Vail, CO. (May 24, 2021) – RDP today announced a new integration with PointCentral, a cloud-based property automation platform that hospitality businesses use to offer a premium smart home experience with contactless access. Following over 30 years of tailored service in the hospitality industry, this integration with PointCentral is RDP’s next evolution in its full suite Property Management Software solution. In response to a trying 2020 for properties, RDP has developed a full Touchless Check-In and Check-Out platform that will change the nature of guest-staff interaction on partner properties in the future. By integrating with RDP, Poi...
The Customer Service Ritual That Takes Place at Every Meeting
Shep Hyken | May 20, 2021
By Shep Hyken Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis. The point is we all share a story. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. We have clients that hav...
Are Millennials Ready to Be the Next Generation of Hospitality Leaders?
Joshua Bergen | May 20, 2021
By Joshua Bergen Across industries, millennials have steadily transformed the workplace. Born between 1981 and 1996, millennials come to the table with a unique set of priorities, motivations, and commitment to political awareness. They are innovative, value-driven, curious, and, despite any stereotypical assumptions perpetuated through the ranks, they are a hard-working group. As Morley Safer once said, “Millennials have the upper hand because they are tech-savvy, with every gadget imaginable almost becoming an extension of their bodies. They multitask, talk, walk, listen and type, and text. And their priorities are simple: they come fi...
Tharaldson Hospitality Management Raises Minimum Wage in California Hotels
Tharaldson Hospitality Management | May 19, 2021
CA – May 19, 2021 – Tharaldson Hospitality Management (THM) is excited to announce that in May of 2021, they have increased minimum wage for all associates in California to $15 an hour. This change comes seven months ahead of the state-wide minimum wage increase, which the state of California has slated to begin on January 1, 2022. “We are increasing the minimum wage in California to $15 an hour now—seven months ahead of the California mandate—as our way of thanking our essential employees,” says Aimee Fyke, Chief Operating Officer of THM. “Our company could not have survived the pandemic without our essential staff member...
Hospitality Lodging Systems Adds 3 Budgetel Properties
Hospitality Lodging Systems | May 19, 2021
Three hotels have joined the Budgetel portfolio as conversions from other brands: South Point, Ohio -- 142-room conversion from Country Hearth located at the junction of the states of Ohio, Kentucky, and Virginia Paducah, Kentucky – 120-room conversion from Country Hearth located midway between Nashville and St. Louis Marietta, Georgia – 59-room conversion from Motel 6 located in north Atlanta suburb adjacent to the home field of baseball’s Atlanta Braves Budgetel now operates 36 properties. It is one of three brands offered by Atlanta-based Hospitality Lodging Systems (HLS), together with AmeriVu Inn & Suites with 2...
Besides Higher Wages, What Else Can Businesses Do to Address Labor Shortages?
Linchi Kwok | May 18, 2021
By. Linchi Kwok Last week, COVID-19 cases in the U.S. hit their lowest rate since September. Deaths were also at the lowest point since April last year. Moreover, close to 60% of adults in the U.S. have already received at least one dose of a vaccine. The Centers for Disease Control and Prevention (CDC) announced on May 13 that: People who are fully vaccinated no longer need to wear face covers or maintain a social distance in any setting unless they are required to do so by laws or specific guidelines. Fully vaccinated people can also refrain from testing following a known exposure (with a few exceptions). Some businesses...
Maestro PMS Integration With HelloShift Brings Seamless Guest Messaging and Comprehensive Hotel Operations
Maestro PMS | May 17, 2021
MARKHAM, ONTARIO — MAY 17, 2021 — Following the impact of the pandemic, hotel guest service and communication is more virtual than ever. The new integration partnership between Maestro PMS and HelloShift brings their mutual clients a Guest Messaging Solution that is simple and intuitive for staff and guests to use. In addition, because HelloShift’s unique messaging platform includes comprehensive hotel operations software, no guest request slips through the cracks. Warren Dehan, Maestro PMS President, said: “We are excited and delighted to partner with HelloShift to provide an excellent Guest Messaging and Staff Collaboration solu...
Senior Team Alignment Critical for Leisure and Group Recovery Success
Larry and Adam Mogelonsky | May 5, 2021
By Larry and Adam Mogelonsky The recovery in the leisure sector is imminent, and we argue that small groups aren’t far behind given that ‘revenge travel’ also implies a strong yearning to reconnect and congregate. A return to healthy numbers won’t be evenly spread across all hotels, though. It will favor those properties and those organizations that are already prepared for a diverse range of ramp-up scenarios, with others leaving revenue on the table by not having plans in place prior to this next phase. While hotels could hardly have predicted or prevented the advent of COVID-19, what we’ve witnessed in the latter half of 20...
Travel Outlook Selected as Preferred Call Center Partner for Curator Hotel & Resort Collection
Travel Outlook Premium Hotel Call Center | May 4, 2021
Travel Outlook will Provide the Ultimate Call Booking Experience for Curator Member Hotel Guests SANTA FE, New Mexico - May, 4 2021 - Travel Outlook Premium Hotel Call Center announced today that it has been selected as the preferred provider of reservation and guest service calls for Curator Hotel & Resort Collection’s (“Curator”) growing roster of member hotels. Through this partnership, Curator hotels can leverage Travel Outlook’s high-performing call booking services while also reducing their costs during this highly competitive period for the hospitality industry. “We are honored to have been chosen by Curator to be its...
Debunking 8 Myths of Mobile Check-In; What This Technology Can/Cannot Do for Your Hotel
Warren Dehan | May 4, 2021
Mobile check-in is ideal for independent hotels due to its ability to be used by anyone with a mobile device while personalizing the stay experience to meet each guest’s preferences By Warren Dehan For many hoteliers, 2021 is likely to be a year of experimentation, both with new technology and existing tools that have gained new purpose. The abrupt end to the previous business cycle, brought on by the arrival of COVID-19, showed the industry guests are looking for increased flexibility with regards to the check-in process. Traveler interest in mobile check-in was rising before the pandemic, but today it is almost a necessity t...
Hunden Partners Leads Solicitation Process for Food & Beverage Operator at Fort Worth Will Rogers Memorial Center
Hunden | April 28, 2021
FORT WORTH – April 28, 2021 – Hunden Strategic Partners (Hunden) issued a Request for Qualifications (RFQ) for the exclusive food and beverage operator at the Will Rogers Memorial Center (WRMC) in Fort Worth. Hunden is managing the solicitation and selection process on behalf of the City of Fort Worth (City), Texas. The City is seeking a qualified firm or team for the exclusive food and beverage operations (including concessions, catering, cafes, etc.) at the WRMC complex. The brand and experience of Fort Worth is intertwined with the catering and concession experience at the WRMC and as such, the new vendor must align with the vision ...
The Return to Genuine Hospitality
Travel Outlook | April 21, 2021
Why the First Touch Point Sets the Tone for Your Brand In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they’ve exhausted all digital booking avenues and are seeking true customer service by a trained professional. The consequences of not having a professional call center backing your reservation department could be detrimental to your business. Additionally, the benefits of having a trained call center serve your business could take it to new heights. Having a professional call center with highly trained agents who know the ins and outs of...
Onyx CenterSource Expands Partnership With Preferred Hotels & Resorts
Onyx CenterSource | April 20, 2021
DALLAS (April 20, 2021) — Onyx CenterSource, a leading global provider of B2B payments and business intelligence to the hospitality industry, today announced that it has joined the Preferred Hotels & Resorts Alliance Partner Program. Preferred Hotels & Resorts, the world’s largest provider of sales, marketing and distribution services to independent luxury hotels, has been an Onyx client for more than 10 years, having designated the Onyx CommPay service as a Preferred ProTool for its member hotels to facilitate the payment of commissions from hotels to travel agents. “Onyx enjoys a close relationship with Preferred Hotels ...
Cycas Hospitality Secures Three Hotels Deals Across Europe in First Quarter of 2021
Cycas Hospitality | April 19, 2021
Cycas to manage the E&O Group’s first European serviced apartment property, in London Cycas has also taken over the management of Qbic Brussels and Qbic Manchester, which opens May 2021 Cycas Hospitality’s European expansion plans continue, following the signing of three hotel management agreements across the UK and Belgium so far this year. The first property deal is with Eastern & Oriental (E&O) to manage the E&O Group’s inaugural European serviced apartment property; a 54-room luxury property in the heart of London. Expected to open in autumn 2021, The Lincoln Suites will offer 28 one-bedroom suites, and 26 studio...
The Importance of Training and Onboarding Staff in a Post-Pandemic World
Jeff Venza | April 8, 2021
By Jeff Venza In any industry, hiring, training, and effectively onboarding new staff is a significant undertaking that is often wrought with nuanced challenges. In the wake of the coronavirus pandemic, however, we find ourselves in an entirely new landscape. Over the past 12 months, rapid digital transformation has enabled organizations to reimagine how they work and manage talent completely. By 2028, 73% of all departments will have remote workers (Upwork), and internal communication and support processes across organizations have been placed under a critical lens. Workflow breakdowns and lapses in best practices have come to the fore...
Travel Outlook Celebrates 10th Anniversary as the Only Hotel Call Center Certified by Kennedy Training Network
TRAVEL OUTLOOK PREMIUM HOTEL CALL CENTER | April 7, 2021
SANTA FE, NEW MEXICO - April 7, 2021 - Travel Outlook Premium Hotel Call Center (“Travel Outlook”) is set to begin its tenth year of sustaining certification by Kennedy Training Network (“KTN”), a prestigious hotel industry training company with a diverse mix of clients all over the world. Founded in 2006 and based out of Fort Lauderdale, Florida, KTN’s experience in hotel call center training and mystery shopping assessment stretch back over three decades when its Founder and President, Doug Kennedy, first started conducting reservations sales training for hotel call center clients including Marriott, Westin, Omni, Kimpton, Best...
Ground Zero and Your Brand’s Image
Travel Outlook | March 25, 2021
John Smallwood President Travel Outlook Your Hotel’s Call Center is Your Brand’s First Impression In today’s consumer world, a brand’s image carries as much weight as the brand's service. Without branding, there would be no sure-fire way to differentiate yourself from your immediate competition. Imagine shopping for groceries in a store without branding. There would be no way to identify your favorite snacks among dozens of identical items. A brand’s image gives the company personality, relatability, and encourages brand loyalty. For hoteliers, your brand’s image can be made or broken by your reservation d...
Debating Over Housekeeping Opt-Out Reveals Revenue Building Opportunities
Larry and Adam Mogelonsky | March 24, 2021
By Larry and Adam Mogelonsky Housekeeping opt-out was as hot a topic yesterday as it will be tomorrow when travelers start surging back to hotels. The paradigm shift worth considering for housekeeping that has occurred as a result of the pandemic is that an increasing number of guests will want a totally no-touch onsite experience. In this case, giving them the ability to opt-out can save you on costs, particularly as cleaning SOPs and minutes of labor per room have gone up substantially with all the new safety guidelines to follow. While there are reasonable limits to this given the opposing security risk of letting a room go unchecked...
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