smart strategies
Applying the Science of Training to the Hospitality Industry
Dr Sébastien Fernandez | July 29, 2021
By Dr. Sébastien Fernandez Effective training in hospitality skills needs a clear structure: demonstration, practice, feedback, implementation and a solid follow up plan. Personality traits are not enough “Hire for attitude, train for skills” is a famous motto in the hospitality industry. It means hotels should select employees who have certain personality traits, even if they do not know yet the specific skills needed on the job. Training will be delivered later to help employees acquire the relevant skills. I am afraid that it is more a motto than a reality in the hospitality industry. The problem with training is ...
How to Cope in a Crisis
PolyU’s School of Hotel and Tourism Management | July 28, 2021
Health crises are every hotel manager’s worst nightmare, but they are becoming increasingly common. In a fascinating and prescient case study that bridges the gap between theory and practice, Dr Clare Fung and Dr Alice H. Y. Hon of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author show that embracing a four-stage crisis management model can help hotels to protect their residents, reputations, and revenue. Written before the COVID-19 pandemic, their study documents the responses of Hong Kong China Travel Service Hotels Limited to the outbreaks of SARS and swine flu, showing just how c...
How to Resolve the Current State of Emergency in Hospitality Employment
Court Williams | July 27, 2021
By Court Williams All tides ebb and flow, and since the COVID-19 pandemic changed the way most of the world works, we’re seeing a distinct turning of the tide from being in favor of the employer to holding firm for the employee. This situation is especially apparent in the hospitality industry, where historical talent shortages are being exacerbated by staff quitting in droves as the world returns to work. At the same time, recruiting new talent is becoming even more challenging, just as the industry is trying to recover and reopen. Why Hospitality Workers Are Quitting For many people employed in hospitality, what s...
3 Easy-to-Manage Guest Services That Can Boost Revenue
Jos Schapp | July 26, 2021
By Jos Schaap Hotels have lost several months of revenue; the rebound is slower than initially expected and increasing the average daily rate (ADR) is a common challenge. So, there is heightened awareness in our industry on just how important it is to make the most of every booking. At ROOMDEX, we’ve been talking a lot about the revenue lift from automated room upgrade sales. But we don’t want you to leave any money on the table, so today we look at 3 guest services that can be offered and booked through automation and which will help support your revenue recovery efforts. Everyday guest services that can boost revenue Pandemic o...
As Demand Returns for Groups and Events, Let’s Not Slip Back Into “Order-Taking”
Doug Kennedy | July 20, 2021
By Doug Kennedy Based on the conversations I’m having with clients and contacts it seems that demand for groups and events is coming quicker than expected. At most hotels, salespeople have either been recalled from furlough or from helping to cover hotel operations. As they return to their old “chairs,” this is a great time for leaders to set new goals and/or for self-motivated sales supernovas to create new habits for themselves. Although the number of leads is significantly higher than it was a year ago, demand is still not where it once was, so this is a wonderful time to establish new sales habits. As my frequent readers know,...
Top 10 Global Spa Trends for 2021 Designed to Heal Mind, Body & Soul
Louis de Vilmorin | July 19, 2021
By Louis de Vilmorin, C.V.Wijeratne The wellness industry is transforming into a booming trillion dollar market with plenty of potential for new entrants in the sector, be it new products or services. EHL has compiled a list of the top 10 global spa trends for 2021. The spa experience is no longer simply about pampering; spas are now required to offer an extensive menu of healing therapies for the mind, body and soul. The COVID impact on the Wellness Industry and Spa Trends in 2021 Today, spas may answer most of the desires of an older generation expecting to be offered additional pampering services or a health &a...
Research Reveals Effective Social Media Crisis Communication Strategies During COVID-19 Pandemic
Linchi Kwok | July 15, 2021
By Linchi Kwok The COVID-19 pandemic is a once-in-a-generation crisis with lasting economic and societal consequences. Crises and disasters often bring unpredictable catastrophic changes to the market. Yet, effective management of a crisis can help businesses reduce the event's negative impacts and shorten the recovery time. As the global economy begins to recover, businesses are making changes to adapt to the post-pandemic world. For example, more companies now let employees work from home permanently. When people work remotely and classes are taught online, social media plays an even more critical role in crisis communicatio...
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