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Saturday , April 29 2017

Management

Respect your housekeepers: they work hard

Every hotelier knows that housekeeping is a vital aspect of any property’s operations. All it takes is just one look at an online review site to see just how sensitive guests are to errors in this regard. Even though we all know how important the role of the housekeeper is, seldom do we managers actually know how to do what …

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Are you giving your guests enough RevPAH?

As I often say in my hospitality workshops, we in the hotel industry are in a very unique business of selling space and time, so we had better be REALLY good at the intangibles. Although we charge them for rooms, the guests are buying an overall experience that is made up mostly of human interactions. With hotel brands so quickly …

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Common issues with wifi in resorts and hotels

In the vast world of wifi technology, many resort and hotel owners are left scratching their heads as to what they need to do to provide their guests with a decent wifi connection. In this article, we will go through some common core issues with wifi in resorts and hotels. One of the main issues we see is the overuse …

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Why do our rates change? We discount when it’s slower!

hotel rates

Every day your hotel sales, reservations and front desk colleagues are fielding questions from both prospects and guests regarding why it is that the rates are so much higher during certain periods as compared to other dates. For convention hotels, the question might be “Why are the rates so much higher in mid-October than July?” For the catering sales manager …

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How can smaller hotel chains compete with mega chains?

five star service

Hotel guests are increasingly valuing the digital experience – often more than other amenities a hotel might offer – but how can smaller hotel chains implement the technology to compete with ‘mega chains’?  Derrick Lee, VP global and vertical accounts at ALE, shares his view on how new developments in digital communications technology are enabling smaller hospitality companies to embrace the …

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Does your dirty laundry need airing?

laundry

Every day, thousands of sheets, pillowcases, towels, bathmats and face cloths are changed and laundered in accommodation facilities across the country. However, with the rising cost of utilities and labour, as well as the harsh chemicals used in the laundering process, it is becoming less cost effective to keep laundry services in-house. The supply and management of linen for any …

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Hospitality lessons from the final frontier

Star Trek hoteliers

Can hoteliers learn from Star Trek? What does this have to do with the world of hospitality? What can we learn from the good captain and his crew? Beam me up, Scotty! The original television series “Star Trek” ran 79 episodes in the late 1960s. After being cancelled due to poor ratings, it was revived and spawned a slew of …

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Is your wifi going the distance?

Zenbu internet wifi

Guest wifi may be just one little search criterion on the OTA search page (alongside things like ‘pet-friendly’, or ‘swimming pool’), but it packs an almighty punch for customer satisfaction, and for some guests, it’s a deal-breaker. Should it be free? Expectations have reached that point where the answer is a resounding ‘yes’. It should be ‘free’, and while many …

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Golf, utility and transportation vehicles make economic sense

EZGO Shuttle

The accommodation industry’s ultimate goal is to provide guests with premium comfort and optimum service. Offering guests the use of golf, utility and transportation vehicles adds quality, luxury and convenience, which explains the increased demand for these types of vehicles within hotels and resorts. People and luggage movers have become commonplace in the larger and more luxurious complexes but now …

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Ancillary revenue: strategic, consistent, targeted

Recently on a business trip I hired a rental car and was inundated with numerous up-selling options by the sales agent at the check-in counter. I found this amusing, as I knew the strategy was to increase ancillary revenue, and I was impressed at the consistent level of up-selling to customers taking place from across the counter. They almost convinced …

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