Hotel Industry News - Features

On the one hand, 'the customer is always right'. On the other hand, you've got a business to run, and they sure can get in the way...(we've all had that feeling). But there are times when we need customers to 'make a better choice' - one that works for the business too. Smart operators learn how to say No without actually using the 'N' word...

When one reads general business and industry publications, it sometimes appears that social media has grabbed the attention of many writers as the current trend and the topic needing additional coverage and insights. While it is very clear that social media has become a major force, the discussion groups in many LinkedIn hospitality groups include questions and answers on many additional topics. These include operations, hiring, training, development, customer service, technology and other areas.

Social media is becoming increasingly important in the hospitality industry. All the thought leaders in Internet marketing are pushing it and hotels are scrambling to adapt to the new social reality. Hoteliers need to step up social media efforts to master at least the key media – Facebook, Twitter, YouTube and now Google+.

The Internet and social media have placed a wealth of information at the fingertips of travelers. So we should be making better decisions, right? I put the theory to the test on a recent trip to Europe, when I went decided to visit Lyon for the first time. My needs were simple: a decent, reasonably-priced hotel in a convenient location.

Coming out of lodging industry recessions, we have historically observed fairly significant increases in hotel operating expenses. Since the initial revenue recovery is typically driven by occupancy, variable expenses naturally rise with the increased volume of rooms occupied and guests served. In addition, hotel managers desire to reinstate the services and amenities that were discontinued during the downturn contributes to above-average expense growth.

In less than 2 months, on March 15, 2012, new ADA Standards become mandatory. If you can't answer "YES" to each of the following three questions, you may be in trouble.

As economic malaise bleeds into another New Year, employers are making hard-nosed decisions about benefits and compensation. That means for many in the nation's workforce, compensation remains flat, health care premiums are up, the 401(k) match has disappeared and bonuses are smaller or nonexistent. The result is not hard to guess.

Starting now smart hoteliers need to begin embracing Google+ as a major component of their Search Engine Optimization (SEO). Those who move quickly will have a significant competitive advantage over the laggards.

The travel industry is growing globally but the geographical, socio-economic and technological balances are shifting. The Internet continues to be ascendant and disruptive in its ability to change the way the travel industry and its consumers operate.

What has happened to direct sales in the hospitality industry? Once a discipline of an enviable combination of great social skills, good business judgment, and powers of persuasion, direct sales was many times the starting point for learning the business of hotels.