Library Archives

 
Timothy Flohr

When most people think about "project management" their first thoughts are generally not about the hospitality industry. Even though it is one of the largest industries in existence, there has not been a concerted industry-wide effort to embrace project management. However, hospitality firms from across the entire industry, from mom-and-pop operations to global hospitality giants, are planning and executing projects on a daily basis. We begin our deep dive into the world of project management by discussing why project management is such an important – yet overlooked – facet in the hospitality industry. 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

Dan Sines

Nearly 8 million hotel and hospitality employees have been laid off or furloughed since the COVID-19 pandemic brought travel to a standstill. But what happens when life resumes and business comes back? Traitify CEO Dan Sines offers advice to hiring managers before they face a tidal wave of applications from unemployed workers looking to return to the industry. Now is the time to update your processes, modernize your tools, and develop the profile of your ideal employee based on our new circumstances. In a few months time, you will be thankful you did. READ MORE

Mark Heymann

The hospitality industry is going through an extremely difficult time right now due to the COVID-19 pandemic – employees across the country are being laid off and furloughed daily. Whenever the country does make a return to normalcy, hospitality will need to have structures in place to gradually restore the industry. It's certainly not going to happen overnight. So, companies need to use this extended period of downtime to formulate a rebound strategy that will set them up for success, which includes cross utilization and managing several financial aspects that hotels will need to develop a firm understanding of during this downtime. READ MORE

Ron Mitchell

With a high turnover rate, the hospitality industry as a whole is struggling with how to recruit the right employees and increase worker retention. Ron Mitchell is an HR tech founder who is using data insights to help hospitality workers define career paths and goals. Recognizing two key industry trends - that hospitality provides more opportunities for career growth than most other industries, and that strong customer service skills make hospitality workers prime recruitment targets for other industries like healthcare and property management - Ron's answer for employers is to invest in their employees' personal career growth, so that when they're ready to grow, they'll grow with you. READ MORE

Andrada Paraschiv

Your employees are your hotel's most valuable asset, and it's important to protect both them and your guests in times of crisis. Without a solid communication plan that accounts for frontline employees' needs, you run the risk of a chaotic internal environment, which ultimately leads to a negative guest experience. And in crisis situations - like a natural disaster, a live shooter situation, or public health threat - inconsistency or errors in communication can have far more serious and tragic repercussions. Use these three strategies to facilitate communication with frontline employees during a crisis. READ MORE

Mark Heymann

The hotel industry is complex, and every hotel and restaurant is different – where the hotel is located, the skills of the staff needed to effectively run the operation, the number of restaurants, cafes and other amenities offered – the list goes on. Finding the right labor management system is time consuming and requires extensive research, which is why so many operators chose to go with a simple, one feature set-approach. On the surface it reduces stress because of its ease of use, but depending on the business, a one-size-fits-all approach just won't cut it. READ MORE

Rick Garlick

This article examines the importance of an engaged workforce for hospitality companies, where employees are working directly with customers all day and a positive guest experience is highly valued. An engaged workforce starts with cultivating talent and incentives to keep employees motivated in their work. This article also goes into detail on how hospitality companies can increase motivation, including cash bonuses, incentive travel and special merchandise. In using these tools, hospitality companies position themselves to succeed in any economic environment and helps prevent employee turnover. READ MORE

Frank Passanante

Year after year, companies invest in off-site meetings and events to better enable their employees to build in-person connections. Face-to-face interaction has consistently been identified as a critical component to company growth, employee success and overall productivity. In my role at Hilton, I am consistently asking for feedback from my team of sales professionals and our customers. From those conversations, we see several trending themes across the meeting and events industry that we expect will continue to grow in importance in 2020. Let's take a look at what these important trends are... READ MORE

Hicham Jaddoud

Hospitality organizations may spend tremendous amounts on improving the guest experience, but they still have ways to go in improving their employee turnover and training. The hospitality industry has a culture of high turnover and lack of training due to different internal and external factors. Experiential learning and customized training programs may not only support employee retention and improve morale, but ultimately provide a positive guest experience, drive repeat visits and increase profitability. From an employee's perspective, there is the added benefit of creating a pipeline of promotable employees. From the guest perspective, better-trained employees are going to deliver better on the company mission statement as well as the brand standard. 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

Priyanko Guchait, PhD

Error recovery performance is defined as the extent to which employees believe they are capable and willing to handle, manage, and resolve mistakes or failures effectively after they have occurred. Investigating how employees manage errors is critical since effective recovery performance can have influence on important outcomes including customer satisfaction, attitudes of employees and coworkers, and effectiveness of teams, departments, and the overall firm. An instrument is provided to measure error recovery performance of employees. Finally, suggestions are provided to managers to improve the recovery capabilities of hospitality employees. READ MORE

Mark Heymann

The hospitality industry is grappling with challenges that shouldn't come as a surprise to anyone: A labor shortage, demanding customers and profit pressure. At the center of these issues, managers who oversee the complexities of hotel staffing must decide how to schedule employees based on the daily needs of the business and complying with rules and regulations that impact their decisions on a daily basis. For this reason, managers need a support system designed to ensure compliance and full utilization of their labor resource. This byline will examine how technology is the solution for an optimized workforce. READ MORE

Mostafa Sayyadi

Hotel executives today are under a tremendous amount of pressure in today's global economy. This article is set in place to inspire hotel executives to authentically lead their hotels to meet and exceed the challenges of not only today but also what we see as an onset of new technological advances in the future. This article shows that the seven elements of authentic leadership can represent how hotel executives working in today's knowledge-based economy develop and manage intellectual capital in hotels throughout North American and the rest of the developed countries. READ MORE

Mostafa Sayyadi

Hotel executives that manage innovation and use HR technologies as an important driving force for business success find their hotels to be more competitive and on the cutting edge. However, innovation and performance in hotels are determined by a set of critical success factors, one of which is the strategic dimension of HR technologies. Hotel executives can implement HR technologies to create conducive organizational climates that foster organizational learning in which knowledge, as a driver of improved performance, is shared and exploited. This is not enough, however, for hotel executives. They need to see how HR technologies can help hotels in facilitating organizational processes. READ MORE

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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.