We’re almost 20% through the 21st century, and yet leading experts say that training for the lodging sector is still stuck in 19th century techniques. It’s time for an update and upgrade in hotel training. Old ways miss out on new opportunities There are some 100 million employees in the hospitality industry worldwide. The sheer […]
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The hotel industry continues to be healthy, with one recent report forecasting increases in “occupancy, average daily room rate, revenue per available room, total operating revenue and gross operating profits from 2017 to 2018.” But growth is slowing after nearly a decade of continued building — a situation that usually precedes a downturn. Hoteliers, of […]
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Disruptive business models are all the rage — and none has caused more industry rage than Airbnb. The hotel industry is in the midst of a multi-million-dollar effort aimed at regulators and consumers alike, looking to get shared accommodations to play by the rules, and consumers to realize what it means that they’re not. Even […]
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If you visit Cindy’s, the always-packed Chicago restaurant with its endless views, you may think that, looking out at the panorama of city and lake, you’ve seen the secret to its success. But to get the complete picture, you need to look down, imagining you can see through the floor – which is actually the […]
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Customer loyalty in the hotel business isn’t just a matter of having a good frequent visitor points program. More and more, according to a recent report from consulting giant Deloitte, it’s about making sure your guests have a great experience. And particularly for millennials, where quality of life on and off the road is of […]
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If you want to find new growth in hotel food and beverage revenue in today’s hyper-competitive marketplace, you have to plant seeds beyond the traditional fields, using creative techniques and adopting a whole new mindset. New F&B revenue opportunities here, there and everywhere Traditional hotel dining options rest in set locations, typically a restaurant or, […]
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The hotel industry forecast for 2017 is bright, but not without a few clouds on the horizon. Yes, the experts are expecting that guests will spend 1.2 billion nights in U.S. hotels, and that revenues overall will be up over four percent. But while demand is still good, supply now significantly exceeds it (to the […]
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Customer experience. In a travel world now dominated by customer reviews, the experience of each customer is paramount—after all, what are those reviews based on if not experience? Develop a finer touch with all the touchpoints So how is customer experience shaped? One touch at a time. In modern marketing jargon, the expression would be […]
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Not long ago, the term “eco-tourist” may have conjured images of backpackers in Birkenstocks trekking to remote destinations in numbers too minuscule to be considered mainstream. Well, that was then — this is a whole new now. Now, as in The International Year of Sustainable Tourism. Now, in the era where major recommendation resources like […]
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With 44% of millennials preferring to book lodging reservations online (compared to just 26% of Baby Boomers)1, it’s easier than ever before for negative experiences with hygiene to factor into lodging reviews and decisions. That can lead to reservations about, well, reservations. A single negative review can have consequences as far as reservations, especially when […]
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