Duetto · 10 Aug
"Our industry is being tested on all fronts right now," said David Woolenberg, CEO at Duetto, as he opened the latest One World Webinar.
Angie Hospitality · 6 Aug
In many ways, the hospitality industry is founded on high touch interactions. Beyond the obvious appeal of an ideal location, the experience of a new culture, or a momentary 'pause' or escape from everyday life, much of the guest travel experience is defined by the services they experience. Each trip comprises memorable moments delivered via expertly curated interactions with hotel staff and the property itself. This is what we refer to as touchpoints; the opportunities your hotel has to make a lasting impression, provide hands-on convenience or service, and establish a genuine connection and rapport with guests.
SalesAndCatering.com, LLC · 6 Aug
If great technology can act as a catalyst to the success of a business, it should come as no surprise that mediocre technology can have a detrimental impact on your overall technology strategy. This critical balance is aptly realized across the customer service realm, as brands strive to offer a carefully curated balance of high-tech and high-touch service, and the sales and catering industry is no exception.
Xotels · 6 Aug
The unofficial definition of Revenue Management used by insiders is 'the art of turning away business'. This certainly does not apply during the current Covid-19 (coronavirus) global healthcare crisis, and the economic downturn the hotel industry is facing in its aftermath. All the standard strategies and playbooks are out of the window right now. So what to do?
EHL · 5 Aug
Continuing our summer reading list theme, EHL's Rooms and Revenue Management teams have drawn up a shortlist of essential titles that all prospective students of hospitality management should be familiar with on the topic of RM by the start of the new term.
NORTHWIND-Maestro · 4 Aug
A great deal has been written over the years about the viability of moving a hotel's property-management system (PMS) to the cloud to take advantage of the latest technologies, but hoteliers need to realize that it's not the only viable option. All platforms have advantages, including self-hosted, private cloud and on-premise solutions that leverage the latest mobile, contact free and web-based technologies. Independent operators can still enhance the digital guest experience, support personalized and mobile check-in, deploy contact free technologies, and secure hotel/guest data even if their PMS does not reside in the cloud. It should not be a question of "Cloud or On Premise?" but rather "Does the PMS solve your business objectives in both technology and service?"
Duetto · 3 Aug
Delivering affordable luxury with a high tech component, citizenM has always taken a fresh approach to hospitality. The global budget luxury brand, launched in 2008, has always put tech at the center of its offering, both from a customer standpoint and in terms of operations.
Horwath · 31 Jul
The Covid-19 pandemic has taken a severe toll on the global hotel industry. In Canada alone, the accommodation and food services industry (the hospitality industry in a broad sense) accounts for 1.3 million jobs in the national economy, and contributed $44.6 billion to Canadian GDP in 2019. In Canada, as in all countries around the world, travel restrictions have led to staggeringly low occupancy levels, sometimes in the single digit percentage.
Angie Hospitality · 30 Jul
They say that smooth seas do not make for skillful sailors, and indeed, over the past several months, that belief has been put to the test. As global communities continue to work tirelessly to combat the spread of the coronavirus, the hospitality industry has been placed in an incredibly vulnerable position. But, within that sobering reality, it's important to remember that the hospitality sector is no stranger to crisis. Our industry has survived countless challenges and periods of economic downturn, and COVID-19 is no exception.
Beekeeper · 30 Jul
With the resurgence of COVID-19 cases in many parts of the world, hoteliers need to be more agile today than ever before. As newly crafted safety and operating protocols continue to evolve, hoteliers must react quickly to ensure that changes are carried out effectively by their frontline employees.
Beekeeper · 28 Jul
According to findings from the J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySM released last week, meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satisfaction. But before we can expect to have happy guests, we need to have happy employees who are willing to go back to work … learn all new operating procedures … do more with less … and put themselves at risk. Yes, guest communication is important, but it must come on the heels of proactively communicating with employees prior to their return.
Vizergy · 27 Jul
With travel resuming after the unprecedented COVID-19 pandemic, travelers are looking for newly implemented safety procedures when determining which hotels to patron. More companies are taking the approach of digitalizing certain aspects of their business to create a contact-less experience that guests will appreciate. Having an interactive, user-friendly website serves as the foundation of your online presence. However, there is more you can do relatively quickly to assure guests you have safety and positive experiences in mind.
Hotel Mogel Consulting Limited · 27 Jul
Getting back into operational shape following the pandemic shutdowns will require many new procedures for most every one of your departments. A chief worry is that it will be too much too fast for your managers and that this will either compromise service delivery or even demoralize team members leading to other problems down the road.
Volara · 24 Jul
As the hospitality industry realigns to new guest requirements it begins the process of reopening hotels across the U.S. While each of their situations are unique, hoteliers are navigating similar economic and environmental challenges. Now is the time for hotel operators to learn from one another while formulating and sticking to a selection of best practices to ensure guests feel as confident checking in now as they did one year ago. To take the pulse of the industry, I spoke with four hoteliers to better understand their reopening plans.
Global Asset Solutions · 22 Jul
With the advent of the 'new normal', hotel owners and operators must begin considering the various financial and operational scenarios in their forecasts extending into 2021. Accurate forecasting is notoriously tricky, even in "business as usual" scenarios. Often, some operators need more pressure to deliver detailed break-downs forecasts, and they rarely extend more than three months in the future. The objective of a forecast plan is to ask the hotel operator to propose tangible actions: to increase the performance of specific areas of the hotel, to manage the production of the personnel, to schedule productive activities, and to increase customer satisfaction.
Puzzle Partner Ltd. · 21 Jul
At the onset of the pandemic, the fall-out was immediate; in the span of a few weeks, hotel lobbies and airport terminals that were once bustling with travelers were left empty. Fear and distrust spread quickly, as did the realization that international travel may be off the table for an extended period of time. In response, hotels have been quick to announce big plans for enhanced cleaning and sanitation programs and policies to help guests feel safe enough to return. Every hotel large and small seems to be promoting new practices to reassure guests.
HotStats Limited · 21 Jul
The punches thrown by COVID-19 onto the hotel industry have been incessant. First, it landed a blow to public and employee health. Next came a punishing economic swing that knocked out nearly 200 million jobs globally.
Global Asset Solutions · 17 Jul
As hotels begin to re-open, it is crucial that they're mindful of their Break-Even Point (BEP) to understand their cost levels and to determine what RevPAR level is necessary to re-open. COVID-19 presented many challenges for hotels who are currently striving to merely break-even instead of maximizing profit as usual. While hotels usually aim for 35% occupancy threshold, many are hoping that COVID-19 cost reductions will lower the breakeven threshold.
Pegasus · 17 Jul
The following article is part of a series on reopening tips and strategies for hotels, part of our Road to Recovery guide for hoteliers. Click here to access the complete guide.
React Mobile · 17 Jul
Imagine being able to ride a bike down the middle of Las Vegas Boulevard without fear of oncoming traffic. That was the scene mid June … before visitors from nearby states began driving to the entertainment capital of the world in search of a respite from COVID-19. Las Vegas is open, but it is far from business as usual, and it will take some time for large convention business to return. While flights are limited, visitors are coming nonetheless, and we are welcoming them with open arms . . . albeit from a socially acceptable distance.
Cendyn™ · 16 Jul
In our recent Email Benchmark Report, we saw that even through a global pandemic, email continued to reign as the favored channel of communication for marketing and business. It has forged its way as one of the most effective ways to stay connected in a socially distanced world.
NextGuest · 15 Jul
As hoteliers plan their Q3 marketing strategy, it's important to keep a pulse on the evolving digital landscape to make a greater impact on performance.
ROOMDEX, Inc · 14 Jul
Traditionally, hospitality has been a conservative industry when it comes to technology given that the focus has always been on face-to-face service between staff and guest. The central location for the majority of these interactions has been the front desk (or Front Office (FO) department). COVID-19, however, is changing all of this.
Hotel Mogel Consulting Limited · 13 Jul
Prior to the COVID crisis, all hoteliers already knew that a large percentage of potential guests were conducting their travel research via their mobile devices. Now, the imperative for creating a mobile-first experience extends beyond merely getting customers to fork over their credit card information.
Cornell · 10 Jul
Restaurants that allow diners to book reservations on a flexible schedule can increase revenues by up to 21 percent over those that use rigid reservation timing for patrons, according to a new study by Gary Thompson, professor of service operations research at the School of Hotel Administration. What's more, the flexible scheduling has little effect on customer service.
Duetto · 10 Jul
Consumer confidence is slowly returning, with two main trends: short-term booking windows and long-term reservations towards the end of 2021, reports the latest edition of the Duetto Pulse Report, which tracked data from June 15-28 across three key hotel metrics - bookings, cancellations and web traffic.