Single-minded Focus on Guest Services Delivers Results

Single-minded Focus on Guest Services Delivers Results

Let’s say hypothetically that you had no legacy commitments to OTAs and other commission-hungry third party relationships. (I know this is impossible, but bear with me for a moment.) Now, what would you do? If we make the assumption that you would still have guests, how would your service delivery change? What would you do(…)

In Vino Veritas, Part XXVII: Focus on Terroir

In Vino Veritas, Part XXVII: Focus on Terroir

There are many aspects of viticulture that distinguish two bottles of wine from one another. Laypeople will focus on the grape varietal, the vintage and the country of origin (including that region’s established growing practices) as the three primary factors. They seldom direct their attention to the combination of specific geography and geology as well(…)

Think Qualitatively About Guest Reviews

Think Qualitatively About Guest Reviews

Life used to be simple and somewhat orderly. Hotels were classified as 1 through 5 stars (or diamonds) by reputable agencies such as AAA or Mobil/Forbes. Classification was based upon a specific set of criteria for both service and physical operations. Annual inspections were exciting times on property with staff anxiously awaiting any changes in(…)

Sitting Is the New Smoking – Get Your Team Moving

Sitting Is the New Smoking – Get Your Team Moving

A healthy staff means a healthy business. The numbers show that healthy, more active employees have lower health claims, are more productive, take less sick days per year and are less likely to quit. While there’s lots of data to support these claims, getting into an exercise groove is still quite intimidating. I’m of the(…)

‘Glanceability’ and Your Hotel

‘Glanceability’ and Your Hotel

Yes, that’s a made-up word in the title, but with any luck this neologism will soon be a mainstay in every hotelier’s vocabulary. What I mean by “glanceability” as it relates to hospitality is how noticeable or different a property is with respect to the average guest’s preconceived notions. When consumers research hotels online —(…)

Could Lawyers Destroy TripAdvisor?

Could Lawyers Destroy TripAdvisor?

Let me start by saying that I am not a lawyer, nor do I profess to have any substantial expertise beyond those instances where my attorneys were engaged in matters of trademark or copyright. Nevertheless, articles of legal interest do cross my desk from time to time and this one demands your attention (and that(…)

Full Report on HITEC 2014

Full Report on HITEC 2014

The annual hotel technology conference HITEC was held earlier this summer in Los Angeles. Larry was onsite the whole time as a reporter for Canadian Lodging News, talking with hospitality leaders, taking pictures, scoping out what’s new and highlighting the Canadian vendors in attendance. His full report, published in the September 2014 issue of Canadian(…)

Search Engine Optimization – An Obituary

Search Engine Optimization – An Obituary

Just past his tenth birthday, we’re sad to announce the imminent death of unpaid (also known as organic) Search Engine Optimization. Born on September 4, 2004 with Google‘s NASDAQ public offering, SEO reached its zenith in the fledgling days of global web search as a ‘free’ means for internet users to find a website or(…)

A Three Step Relief Plan to OTA Frustration

A Three Step Relief Plan to OTA Frustration

Do online travel agencies (OTAs) have you frustrated? They certainly do for me. On the surface is their commission rate, which can squeeze a property’s margins and force unsavory cuts to service levels. But there’s a bigger factor lurking in our midst. It all comes down to branding. The OTAs’ marketing machine is huge, larger(…)

In Search of Hotel Excellence: Fairmont Le Chateau Frontenac

In Search of Hotel Excellence: Fairmont Le Chateau Frontenac

I have visited Fairmont Le Chateau Frontenac many times — as a youth, on business, for leisure and lately as a hotelier. Each time, more and more of the product is unveiled; no doubt there is so much more to learn about Canada’s most iconic hotel. Perched atop the walled old town of Quebec City,(…)

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