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Wednesday , October 18 2017

Management

Early birds are angry when they don’t get their worm

hotel guests need coffee

A wedding in the family served a worthy excuse for a Saturday night sojourn to a resort hotel in a small city two hours away from my hometown of Toronto. The venue was immaculate, the bride was stunning, the speeches were uproarious, the food was great and the whole shebang went off without a hitch. But an issue arose when …

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So you’re thinking about upgrading your mattresses…

old mattresses

Why can’t mattresses just last forever? There are few bigger nuisances than cramming a king-size bed through a normal-size bedroom door. Except perhaps listening to someone groan about how badly they slept over the weekend. Sorry John, nobody cares. Unless you’re an accommodation manager, in which case it’s your job to care. At least about how well your guests are sleeping …

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Limited service does not mean limiting your imagination

Family Checking In At Hotel Reception

Long-term capital appreciation and on-going income, coupled with perceptive timing and commitment to success will ultimately make for a highly profitable return on investment. This is why hotel investors purchase limited service properties. But it does not mean that you have to limit everything that isn’t immediately suggested in this formula. One of the secrets to limited service property success …

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How to put the ‘well’ in wellbeing at work

Employee wellbeing

Workplace wellbeing can mean many things to many people…  Some things are obvious; everybody who goes to work deserves to go home at the end of every day, that isn’t a difficult one.  It’s the lesser matters that erode wellbeing of employees and colleagues, and many senior leaders in organisations are either blind to or refuse to believe is happening …

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Give guests fewer choices, not more

Hotel bookings

Travellers today prefer simple transactions and are driven away by clutter, especially a clutter of choices. Studies show that when people are faced with too many options, they experience decision paralysis. Meaning, they delay making a decision and a purchase for days, weeks and months. Or worse, decide not to make a decision at all! Go through your own booking process and …

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One task every GM should do right now to increase group sales revenues

With group demand growth having levelled off or declined in most hotel markets, general managers and directors of sales are looking for ways to capture more of the market share of the business that is still out there. As I have explored many of my previous articles, the hotel sales environment has changed dramatically in recent years, yet hotel sales …

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How to manage your rates over a key event

What if there were two sporting finals happening this weekend: rates are high but the city is not full and it is Wednesday….  What should you do?  Hold or drop? First, ask yourself a few questions then do a little research: What is my financial goal over said event? Am I aiming for a revenue target or am I aiming for an …

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How to identify guest segments with your hotel’s data

Here’s how you can use data to identify your future guests within your guest database, and use technology to get them to book directly. Time-poor urbanites For time-poor urbanites, examine each guest’s booking window and booking device. They tend to do things last-minute, because they don’t have the time to plan ahead. A booking window of 1-7 days, especially if done through …

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Video killed the reviewer’s stars

The ability of guests to remain technologically connected has become as integral to the hotel experience as the quality of fittings or the receptionist’s welcoming smile. Upon arrival, guests are far more likely to be logging multiple devices into the wifi network than testing out the pillows or mini-bar offering. Hotel guests now expect seamless streaming of multimedia across a …

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Promoting local experiences might lead to more direct bookings

For many people, going on vacation has become about far more than finding a hotel with the best facilities, rooms and amenities. Increasingly, travellers are prioritising authentic experiences and local encounters in the destination they visit.  This is clearly illustrated by the success of Airbnb. These experiences often translate into simple but rewarding moments: finding a hip live music venue, …

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