April Focus     Guest Service: First Impressions Matter

Trending articles this week...

Stuart Butler

You've probably read a bunch of 2020 trend articles already. How many of them contained the same trends you've been hearing about for five years, and how many of them left you scratching your head trying to figure out what impact the trends were going to make in your everyday life? In this article, I discuss Google's domination, the demand for mobile apps, tangible applications for artificial intelligence, and the changing landscape of technology providers. I offer specific examples of how these trends will be impactful to your business and round everything out by providing advice that should protect you from the trends of 2020 and beyond. READ MORE

Bonnie Knutson

Change happens in the boiler room of our emotions…so find out how to light their fires. This little quotation probably should be embossed on the wall of every marketing or sales office of every hotel worldwide. Said another way, people buy with their hearts and justify with their heads. And it is getting more so by the minute because the consumer decision-making process has become more emotional. Therefore, so must your hotel's marketing become more emotional since that emotive connection between your hotel and your guest is what will differentiate the property from its competitors. In this article, you will read about the "fab five" of emotional marketing. READ MORE

Joy Berry

Work-related burnout is increasing, resulting in stress, a decrease in productivity, and ultimately could lead to high employee turnover. After spending three decades in the hospitality industry, I have witnessed work-related burnout and the negative impact it has on others. Vacation time helps, but implementing tools that can prevent employee burnout is not only easy, but effective in maintaining a positive and productive work environment. I want to share some of my best practices for team building, internal communication, self-discovery, and encouraging the best performance from employees in any industry. READ MORE

Coming up in May 2020...

Eco-Friendly Practices: Creative Innovation

Being eco-friendly is no longer a fad. It is an urgent planetary need and hotels are actively doing their part to reduce their carbon footprint by implementing sustainable, green practices. In addition to the goodwill derived from doing the right thing, hotels are also realizing the benefits to their business. A large percentage of Millennials expect hotels to be eco-friendly and will only patronize those properties that are proudly conforming. Consequently, more hotels are realizing that sustainability is a key element in a successful branding strategy. In addition, going green can lead to a more profitable bottom line, as savings on electricity, water and cleaning materials can add up. Also, there are other advantages that come with being an eco-friendly business, such as government subsidies and tax and loan incentives. As a result, many hotels are finding innovative ways to integrate eco-friendly practices into their business. Geo-thermal energy systems, along with energy-from-waste systems, are being used to heat and cool the property. Passive solar panels, green roofs, natural lighting and natural ventilation strategies also assist in energy conservation. Low-flow water systems and plumbing fixtures make a contribution, as does eco-friendly hardwood flooring, and energy efficient televisions and appliances throughout the property. In addition, some hotels have implemented in-room recycling programs, and only provide all-natural, personal care items. One hotel has actually constructed a bee-keeping operation on their grounds. Not only is this good for the bees but the hotel also produces products from the operation which they sell. This kind of creative innovation also holds enormous appeal to guests. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.