IDeaS Releases 2024 Hotel Technology Predictions
IDeaS | November 15, 2023
Instagram: The Rising Phoenix of Social Media Marketing?
Lodging Interactive | July 11, 2023
Smart Strategies
Six Ways to Create Your Brand’s Experience Personality
Shep Hyken | March 14, 2024
By Shep Hyken Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction? How to Create an Experience Personality I want to take it a step further this week. Last week’s content was meant to get you thinking. Now, I want you to take action on the content. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: ...
Best Habits for Hotel Sales Site Tours: Stand Out When They Stop By (Whether in Person or Virtually)!
Doug Kennedy | March 7, 2024
Doug Kennedy’s Next Training Webcast - Complimentary Registration Now Open Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, March 18, from Noon – 12:45pm EST. REGISTER HERE “While many group and event bookers go through the buying cycle without ever visiting the hotel in person, there are still plenty who prefer a site tour,” said KTN President Doug Kennedy. “And smart salespeople always offer to conduct live virtual site tours for those who cannot visit.” Ty...
Will 2024 Go Up, Down or Sideways for Hoteliers?
Robert Rauch | March 6, 2024
[fusion_builder_container type="flex" hundred_percent="no" equal_height_columns="no" menu_anchor="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" background_color="" background_image="" background_position="center center" background_repeat="no-repeat" fade="no" background_parallax="none" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" overlay_color="" video_preview_image="" border_color="" border_style="solid" padding_top="" padding_bottom="" padding_left="" padding_right=""][fusion_builder_row][fusion_builder_column typ...
Fraud Detection in Hotel Transactions: A Machine Learning Framework
Shahinez Guetal | March 5, 2024
By Shahinez Guetal, Area Front Office Manager at Marriott International The hospitality sector is vulnerable to many fraudulent transactions, which can occur in different forms, from bogus bookings to stolen credit card details. These activities have an impact on revenue and erode customer confidence. Machine learning (ML) is useful for detecting this fraud in hotel transactions. The article explores the intricacies involved in fraud detection within the hotel industry and presents a comprehensive ML framework that may be used to address such issues. Fraudulent Activities Digitalization of the hospitality industry has allowed guests...
Hard Rock Hotel & Casino Atlantic City Announces Over $10 Million in Bonuses to Team Members
Hard Rock Hotel & Casino Atlantic City | February 28, 2024
[fusion_builder_container type="flex" hundred_percent="no" equal_height_columns="no" menu_anchor="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" background_color="" background_image="" background_position="center center" background_repeat="no-repeat" fade="no" background_parallax="none" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" overlay_color="" video_preview_image="" border_color="" border_style="solid" padding_top="" padding_bottom="" padding_left="" padding_right=""][fusion_builder_row][fusion_builder_column typ...
Reframing Sustainability as a Hotel Profit Maker
Adam Mogelonsky, Larry Mogelonsky | February 28, 2024
[fusion_builder_container type="flex" hundred_percent="no" equal_height_columns="no" menu_anchor="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" background_color="" background_image="" background_position="center center" background_repeat="no-repeat" fade="no" background_parallax="none" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" overlay_color="" video_preview_image="" border_color="" border_style="solid" padding_top="" padding_bottom="" padding_left="" padding_right=""][fusion_builder_row][fusion_builder_column typ...
The Better Way To Resolve Hotel Contract Disputes: Judicial Reference or Arbitration?
Mark S. Adams | February 27, 2024
[fusion_builder_container type="flex" hundred_percent="no" equal_height_columns="no" menu_anchor="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" background_color="" background_image="" background_position="center center" background_repeat="no-repeat" fade="no" background_parallax="none" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" overlay_color="" video_preview_image="" border_color="" border_style="solid" padding_top="" padding_bottom="" padding_left="" padding_right=""][fusion_builder_row][fusion_builder_column typ...
To Brand or Not to Brand
Robert Braun | February 22, 2024
by Robert Braun, Co-Chair, JMBM Cybersecurity and Privacy Group; Senior Member, JMBM Global Hospitality Group While some companies in some industries have a tendency to consolidate and eliminate brands, the hotel industry is different. Most of the leading hotel companies with brands, such as Marriott, Hilton, IHG, Hyatt, and Accor, regularly acquire or create new brands or flags. Today, Marriott has 30 flags, Hilton has 22, IHG has 14, Hyatt has 29, and Accor has 40, and that’s just the tip of the iceberg. With so many flags to choose from, it’s easy to overlook another choice – no brand at all. While picking a brand is an obvious ...
How a Wellness Property Renovation in Tremblant Canada Boosts Revenue
Adam and Larry Mogelonsky | February 21, 2024
By Adam and Larry Mogelonsky For every Canadian living in Ontario, Quebec and eastwards, the town of Tremblant two hours north of Montreal is a ski mecca with numerous hotels, chalets, lodges and vacation rentals centered around a short strip styled like a charming French alpine town. The focus of today’s case study is the crown jewel of this village’s hospitality scene: the 312-key luxury Fairmont Tremblant. Opened in 1996, renovations are a necessary aspect of the business and to keep pace with evolving guest demands for exceptional onsite experiences. How does a flagged resort do this right in 2024? At the luxury end, it’s ...
ADA Defense Lawyer: Has Your Business Been Sued by Pacific Trial Attorneys or These Plaintiffs? How to Defend These Unruh Civil Rights Act Lawsuits
Jim Butler | February 19, 2024
By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of www.HotelLawBlog.com A recent spate of lawsuits from plaintiffs represented by Pacific Trial Attorneys has highlighted the need for businesses to ensure ADA compliance. In the below article, JMBM partner Stuart Tubis discusses the importance of website compliance, and how best to defend your business if there is liability. Has Your Business Been Sued by Pacific Trial Attorneys or These Plaintiffs? How to Defend These Unruh Civil Rights Act Lawsuits by Stuart Tubis, JMBM’s ADA Compliance & Defense Group Pacific Trial Attorneys, as legal counsel, ha...
Employee Engagement: The Method Behind Hospitality Success
EHL Insights | February 15, 2024
Imagine a luxury hotel where front desk staff greet you warmly, housekeepers meticulously prepare your room, and servers delight you with their attentive service. Now imagine the opposite: a hotel where staff seem unhappy in their roles and indifferent to your needs. The contrast is stark, and it underscores a fundamental truth about hospitality – employee engagement and customer experience are powerfully intertwined. At its core, hospitality is a people business. From check-in to check-out, guests rely on staff to deliver service excellence and shape their perception of a hotel or brand. In this article, we’ll explore the vital connec...
Embracing the Sponge Mentality: The Pathway to Leadership
Ana McFee | February 13, 2024
By Ana McFee For me, the concept of the "sponge mentality" stands out as a beacon of growth and adaptability. It is a process that embodies the metaphor of a sponge, soaking up knowledge and experiences and squeezing them out to share with others. But beyond this simple analogy, what does it truly mean to be a sponge in the context of leadership and personal growth? And how does adopting the sponge mentality contribute to one's success? The sponge mentality explained At its core, the sponge mentality is a mindset characterized by an insatiable thirst for knowledge and a genuine curiosity about the world. To embody this mentality, you m...
Hospitality at a Crossroads: Is a Remote Work Model Essential to Retain Talent?
Court Williams | February 8, 2024
By Court Williams At one time, the concept of remote work simply didn’t fit into the hospitality paradigm. After all, the very idea of hospitality required a physical presence to facilitate the customer experience. The onset of COVID-19 changed everything, compelling this traditionally in-person sector to reimagine its operational models. In the aftermath of the pandemic, remote work has burgeoned into a significant trend in hospitality. This raises a crucial question for the industry: Is the adoption of remote or hybrid work models essential for attracting and retaining top talent, particularly among younger leaders, or does it present ...
Tourism Tidbits: Some of the Major Issues Facing the Travel Industry / Dr. Peter Tarlow
Dr. Peter Tarlow | February 2, 2024
Some of the Major Issues Facing the Travel Industry On the international front - View the world carefully. The political world will continue to be unstable and when instability hits people are less likely to spend money on luxury items such as travel. The world currently faces war in both Europe and the Middle East. Due to a perceived weak United States, the possibility of war also exists in the Asian Pacific and the Korean Peninsula. Crime is a major concern in Africa and Latin America, and after the October 7th massacre it is clear that terrorism is and can become a major problem in the Middle East, Europe, and North Americ...
Phishing Attacks Are Increasing: These Steps Can Help Prevent Them
Fran Worrall | February 1, 2024
[fusion_builder_container hundred_percent="no" equal_height_columns="no" menu_anchor="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" background_color="" background_image="" background_position="center center" background_repeat="no-repeat" fade="no" background_parallax="none" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" overlay_color="" video_preview_image="" border_size="" border_color="" border_style="solid" padding_top="" padding_bottom="" padding_left="" padding_right=""][fusion_builder_row][fusion_builder_column ...
HSMAI Foundation and Women in Travel THRIVE Release Research on the Power of Mentorship
the HSMAI Foundation | January 31, 2024
McLean, VA (January 31, 2024) – The Hospitality Sales & Marketing Association International (HSMAI) Foundation, in partnership with Women in Travel THRIVE, is proud to announce the release of a pivotal research paper titled "The Power of Mentorship." Authored by Dr. Emily Ma, Professor of Hospitality at the University of Surrey, and Dr. Laurie Wu, Associate Professor at Temple University, this paper is a cornerstone in HSMAI’s ongoing efforts to address the gender imbalance in leadership roles within the hospitality industry. As part of HSMAI’s commitment to developing talent, this research provides valuable insights into the r...
Women in Saudi Arabia: Making Their Mark in the Hospitality Industry
Kaushiki Khanijo | January 26, 2024
By Kaushiki Khanijo Saudi Arabia’s vision 2030 Enabling and empowering Saudi women in every sector, utilizing their skills and potential for the progress and economic prosperity of the nation, is a fundamental aspect of Saudi Arabia's Vision 2030. With the goal of increasing women's engagement in the workforce to 30% by 2030, Saudi Arabia is committed to providing opportunities and support for women to thrive professionally. To accomplish this objective, Saudi Arabia has taken the lead in implementing a range of initiatives aimed at fostering a supportive atmosphere for the economic advancement of women. The country has embarked on a...
Hilton Launches Initiative to Open New Pathways to Hotel Ownership
Hilton | January 22, 2024
In a first for the hospitality industry, Hilton’s “Unlocking Doors” program provides education, networking and access to capital supporting new and aspiring hotel owners MCLEAN, Va. – In an effort to help create opportunity for people looking to realize the dream of owning or growing their own business, Hilton has announced the creation of “Unlocking Doors,” a program designed to support new and aspiring hoteliers on their journey to hotel ownership. Launching this week at the Americas Lodging Investment Summit (ALIS), Unlocking Doors will create meaningful pathways to hotel ownership for entrepreneurs who are new to the i...
“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality / Shep Hyken
Shep Hyken | January 18, 2024
This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe. It’s what our customers say. Often, there is a big difference between our perception and the reality of our customers’ experiences. Some may be saying, “Shep, you’ve covered this before.” Yes, however, it is worth covering again, espec...
10 Hospitality Trends for 2024: Crafting Tomorrow’s Experiences Today!
EHL Insights | January 12, 2024
As a testament to its resilience, agility and innovative spirit, this article reflects today’s increasingly dynamic hospitality industry in terms of its long, medium and short-term evolution. Best-selling author, Will Guidara, claims “We are entering into a hospitality economy” – suggesting that what underpins the essence of hospitality, (service excellence, human interaction, personalization and the co-creation of memorable experiences), is actually what many sectors of industry are desperately in need of today. As we charge at break neck speed towards an ever-more digitalized society, the hospitality industry stands out as the succ...
Kids Take Over Holiday Planning in 2024
Novotel | January 9, 2024
A new study commissioned by hotel brand Novotel reveals what tops UK families’ bucket list in 2024. De-stressing and relaxation take centre stage. What would happen if you let your kids design their dream holiday? French hotel chain Novotel, one of the world’s most-loved family hotel brands - recently commissioned a new study to uncover what kids and their parents have on their minds when it comes to planning a trip in 2024. The new survey* polled approximately 1,000 children aged between 6 and 16 years old, as well as 1,000 parents in December 2023, to see what a dream holiday looks like for both parents and children. "As one o...
Hospitality in 2023: A Look Into the Last Year
Manoj K Mohanty | January 3, 2024
By Manoj K Mohanty The last year marked several changes in the realm of hospitality. As the industry overcame several economic and cultural challenges, almost reaching its pre-pandemic levels of activities, it also witnessed new technologies, trends, strategic changes and fluxes in market behaviour. As we conclude 2023, it is essential to understand the lessons learned and the imprints left behind by these shifts. 1. New industry trends witnessed in 2023 The hospitality industry is expanding its horizons, branching into new areas. The experimentation with flying cars, underwater hospitality and the popularisation of aparthotels were at ...
Unlocking Value Creation: Value-Enhancing vs Value-Destroying Employee
EHL Insights | January 2, 2024
Employees are the biggest value creators and value destroyers for most organizations. Here’s how to identify and enhance the role your employees play in the value-creation process. Distinguishing between value-enhancing and value-destroying employees The primary aim of every organization is to maximize the value it creates from its existing resources. Exactly what that ‘value’ looks like can differ from one business to the next. For some businesses, value may simply mean generating a greater return for the shareholders, but for others, value creation can be something much more specific. To add value, a business needs to know how va...
A Lofty Goal: Earth’s Most Customer-Centric Company
Shep Hyken | December 22, 2023
By Shep Hyken If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. She answered a few questions, and once the technology identified her problem, a chatbot popped up. After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving fr...
1
Industry Happenings
2
Technology
3
Operations
4
All Things Independent
5
Appointments/People on the Move
Today's News
AAHOA’s Hoteliers Push Forward Impactful National Advocacy Agenda in Washington, D.C.
STR Weekly Insights: 3 – 9 March 2024
Bradford Allen Acquires 100-Key Aloft Glendale at Westgate in Glendale, Arizona
Hyatt Announces Robust Pipeline in India and Southwest Asia for 2024
As the first news aggregate for the hotel industry, Hotel-Online is the industry’s must-read daily news source for everything hotel curated for busy professionals. Sign up today for industry news delivered to your inbox.