Library Archives

 
Jeremy Kriegel

In a post COVID-19 world, it is critical for brands in the hospitality sector to engage consumers in a manner that provides a high likelihood of positive experiences, engenders loyalty, fosters referrals and return stays. Advances in digital media and artificial intelligence (AI) offer new ways for brands to deliver and enhance these experiences. By obtaining intellectual property (IP) protection for technical achievements and differentiating service, brands can develop a stable of assets to help lawfully keep competitors at bay. This article discusses effective techniques for identifying opportunities and strategies to seek and obtain IP protection for inventions relating to digital media and AI that enhance the guest experience. READ MORE

Rick Garlick

Now more than ever it is important that hotels look for ways to reduce friction in the hotel experience. In this article, Rick Garlick will examine the ways in which technology can help reduce friction in the hotel experience, leading to more enjoyable experiences for travelers. Such tactics that Rick suggests hotel brands adopt include one-click booking, smart luggage, and in-room technology. This article will also look at factors beyond technology that hotels have to weigh when it comes to reducing friction in the hotel experience, as interaction-less guest experiences, health and cleanliness practices, and guest communications. READ MORE

Rachel Moniz

In response to COVID-19, HEI Hotels & Resorts has implemented new standard operating procedures and hygienic practices at HEI's portfolio of more than 80 independent and branded hotels. In this article, Rachel Monez, Executive Vice President of Operations, talks about the changes implemented at various HEI hotel properties, giving readers an insight into what to expect as the 'new norm'. The article will provide tips about what hotels can do to adjust their cleaning protocols and educate employees to rise to the challenges presented in the new COVID-19 environment. READ MORE

Laurence Bernstein

Hospitality may well be the industry most impacted by the Covid-19 pandemic. But it is also possibly the industry that has done the most to mitigate the effects and been the most innovative in developing programs and protocols to serve the needs of their customer, retain whatever revenue is possible and keep everybody safe while doing it. As an industry, we can all feel proud of how our colleagues have responded. But, it's not clear that in their haste to introduce mitigating programs, hotels thought through what will happen when this thing is over. READ MORE

Mark Heymann

Mark Heymann – an industry expert with over 40 years of experience in hospitality and restaurants, sheds light on the importance of labor management optimization amid the COVID-19 recovery period. The entire labor management process has changed, and hotels will need to develop an enhanced focus on internal staffing variables in order to recover. Guest expectations will drastically change so hotels will have to evolve in order to exceed these new expectations. In this piece, Mark details the various ways hotels should look to adjust their approach which includes fostering an engaged staff, balancing flexible scheduling, shifting to task-oriented labor and more. READ MORE

Tom Bergerson

The hospitality industry exists to serve the intrinsic human desire to gather, celebrate and rejuvenate. This fact has driven hotel architects for the past several decades to place continual emphasis on the design and creation of evocative communal spaces. Today, the hospitality industry finds itself faced with an enormous challenge: in the wake of COVID-19, people no longer feel safe in public areas. Tom Bergerson, Principal at architectural services firm AO, offers solutions and insights on how the industry can continue to provide comfort, convenience, and social interaction while providing guests with a sense of safety and well-being. READ MORE

Mostafa Sayyadi

Hotel executives understand how knowledge management as facilitating organizational processes and activities enhances corporate learning to organize existing information. I stress that knowledge management is a strategic resource for corporate learning. Many hotels still implement corporate learning development projects without sufficient consideration of their knowledge management infrastructures. Hotel executives can see that cultivating corporate learning requires developing knowledge management infrastructures within hotels---not only at the higher echelons of the hotel but at every level. They can manage knowledge to expand the growth opportunities available to hotels that may be challenging but important to close the gap between success and failure. READ MORE

Steven Ferry

PART III. In the last two weeks, we compared the demands made by governments (to protect us from a vicious and omnipresent viral scourge) to the harmful results (economic, health, individual freedoms) brought about by acquiescing to those demands while no pandemic materialized. We examined the censorship of all information departing from the official narrative and the harmful nature of the enforced vaccinations that lack efficacy and consistently demonstrate harm. This week, we examine who has been pushing this travesty and offer solutions to help put an end to the monkey business so the hospitality industry, and society in general, can regain diversity and its former joie de vivre. READ MORE

Justin Taillon

Futurology can be understood as the scientific study of the future. This is a particularly important paradigm to view a post-COVID-19 environment for the lodging industry. The changes this industry will experience in the coming years due to the global pandemic are as of yet unknown, but through effective modeling and open discussions with industry leaders there is a chance to identify emerging best practices and be forward-thinking and proactive in approaches to working within a new reality for the hospitality industry. This article identifies emerging trends due to COVID-19 as well as speaks to opportunities for returning to profitability in a new normal. READ MORE

George Aquino

AHC Hospitality's vice president and managing director George Aquino's thoughtful and realistic COVID-19 reflection explores the state of the travel industry and how hotels can reopen safely through permanent changes to protect guests and employees. Mr. Aquino touches on sanitation practices, new design for amenities, meeting spaces and hotel restaurants, the importance of social media, as well as evolving traveler preferences. He proposes new protocols such as regular temperature checks for employees, increased hand sanitation stations on-property and more remote meetings for hotel teams. READ MORE

Renato Fantoni

Coronavirus has cast many dark shadows across the world of hospitality. It has highlighted certain disagreements between hotels and their guests when it comes to payments, in particular whether money should be refunded or put towards future bookings. To progress beyond the global crisis, a new form of mutual respect between all parties is required. One way of achieving this is for everybody to agree that people are an important part of the ecology of the planet and that by creating a Travel Emotional Intelligence a long overdue appreciation of each others' needs can be attained. READ MORE

Steven Ferry

PART II. Last week, we looked at how the official response to the pandemic morphed from great concern about the danger; to numbness at the economic devastation (the UN World Tourism Organization estimated earnings down 80% on 2019 and the loss of 120 million jobs); to increasing rejection of the absurd. This week in Part 2 we review how a draconian censorship of the medical community is being enforced not just in China, as one might expect, but also in the Western world; we examine the information that has been hidden so enthusiastically from you, and finally explain why almost every action taken by authorities has been at variance with impartial science and common sense. READ MORE

Mandeep S. Lamba, MRICS

While the extent of global financial distress is still uncertain on account of its enormity and the virus being nowhere near control, what is certain is that the world will soon be grappling with several changes of a permanent nature that will become the "new normal." These will be in the form of products, services, and the several life choices we make in our everyday life as we gradually, over time, put the memory of this pandemic behind us and move on. Here are some trends and changes that will likely be seen in hotels across the world. READ MORE

David Ashen

Creating a hotel brand that resonates means far more than designing an eye-catching logo and putting together a style guide. A brand should evoke a feeling, according to David Ashen, president & CEO of interior design and brand consulting firm dash design. In this article, he explores how hotels can imagine a dynamic environment and a service culture that, alongside sharp design, creates magic that few brands have yet to fully tap. Most of all, Ashen implores hoteliers to define if they are a head, heart or gut brand and to bravely lead from that revelation. READ MORE

Lucheng Wang

As the exponential growth of the Covid-19 pandemic has wreaked worldwide havoc and forever altered life as we know it, the food and beverage industry has nearly been decimated over the past three months. Ongoing efforts by the entire food and beverage industry, as well as local, state, and national governmental agencies have been successful at mitigating the devastating effects of this virus. While the overall impact has still yet to be determined, it is abundantly clear that we all have a role in defeating this common enemy and that valid and reliable data needs to be made available for future research and analysis. READ MORE

Show Per Page
1 2 3 4 ... 215
Coming up in September 2020...

Hotel Law: Protecting Guest Privacy

Every business is obligated to protect their customers from identity theft but unfortunately, data breaches have become all too common. In an effort to protect a guest's right to privacy and to safeguard their personal data, the European Union passed a General Data Protection Regulation (GDPR) that could hold hotels legally liable for any breaches that expose a customer's sensitive personal information. Though the GDPR only pertains to EU citizens' data, any international business that mishandles their data can be legally responsible. Another legal issue of concern is the fight involving hotel "resort fees." Several states attorney generals have recently filed suit against two major hotel chains in an effort to litigate this practice. Their suit alleges that these companies are "engaged in deceptive and misleading pricing practices and their failure to disclose fees is in violation of consumer protection laws." The suit seeks to force the hotel chains to advertise the true price of their hotel rooms. There are several other legal issues that the industry is being forced to address. Sexual harassment prevention in the workplace is still top of mind for hotel employers-particularly in New York and California, which now statutorily require harassment training. Hotels and motels in California will also soon be required to train all their employees on human trafficking awareness. Immigration issues are also of major concern to hotel employers, especially in the midst of a severe labor shortage. The government is issuing fewer H2B visas for low-skilled workers, as well as J-1 visas for temporary workers. Though there is little hope for any comprehensive immigration reform, hotel lobbying groups are actively seeking legal remedies to alleviate this problem. These are just a few of the critical issues that the December issue of the Hotel Business Review will examine in the area of hotel law.