Advice

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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...

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