We Are Supporting Characters in a Guest’s Story

We Are Supporting Characters in a Guest’s Story

Hotels are all about delivering an experience — bestowing guests with an uplifting story to enrich their lives. At least that’s the aspiration. Sadly, we fall short sometimes. Whenever we cover this topic, we often discuss a hotel in terms of the “narrative” it offers to those who visit. But this narrative must change from(…)




How to Restore a Heritage Restaurant

How to Restore a Heritage Restaurant

Anyone’s who’s anyone in the hospitality business knows that F&B is paramount to overall guest satisfaction. Having recently visited the mighty metropolis of London, England, I had the opportunity to visit the always grand and newly reopened Kaspar’s Seafood Bar and Grill at The Savoy, easily one of the city’s best properties. The restaurant easily surpassed(…)




Why Hotels Need a Restaurant Upgrade

Why Hotels Need a Restaurant Upgrade

Middle-of-the-road dining experiences are boring. The best restaurants serve up unique experiences that differentiate without demarcating from their host hotels. On the surface, every hotelier has a broad notion of how integral a hotel’s food-and-beverage program can be for the guest’s onsite experience. It’s all about exciting the senses and igniting positive emotions. That, and(…)




RevPAR vs. RevPOR

RevPAR vs. RevPOR

When it comes to the terms RevPAR and RevPOR, RevPAR (revenue per available room) gets most of the attention. And it better, because it’s incredibly important for hotel operations and management. But RevPOR (revenue per occupied room) is equally important. In essence, it combines the metrics of RevPAR and occupancy into a “per capita” number,(…)




Going Green To Be Seen

Going Green To Be Seen

Going green is all the rage these days. It’s a benchmark we use to categorize modern, chic hotels and brands we want to identify with. And for good reason: upgrading your property to meet the ever-widening list of energy efficiency and resource conscious standards is a very noble pursuit – one that hopefully will be(…)




Break Through the Review Ruckus With Branding

Break Through the Review Ruckus With Branding

Does the average consumer still check the annual reporting of star and diamond ratings? Do customers know the criteria that distinguish each class? What sort of guest would actively seek these types of expert appraisals over online peer critiques? More important, is achieving a certain status on either Forbes or AAA a surefire means to(…)




Being a Global Brand Leader

Being a Global Brand Leader

Formulating, building and growing your hotel brand is a task not for the faint of heart. It requires years of dedication to a singular purpose with broad strategies that affect all departments and operations from the ground floor all the way to the corporate oversight. Personally, I see the development of a strong brand as(…)




Upselling vs. Drip Pricing

Upselling vs. Drip Pricing

We all have a conception of what’s implied by “upselling.” “Drip pricing” is a little less understood, so bear with me through a broad definition. It’s the practice of removing services out of what would normally be included in the regular nightly rate then offering them for an additional surcharge. Hence, the prices “drip” from(…)




Boosting Share Of Mind

One of my biggest concerns for our fair industry is that hotels are losing the war for “share of mind” against the OTAs. I’m coming at this from a biased point of view as I was born into the marketing world straight out of MBA school and have worked for some of the largest advertisers(…)




Llamas Rule: It’s Out!

Llamas Rule: It’s Out!

I’m pleased to announce that my second book entitled Llamas Rule has just been released.. This 504-page book continues where Are You an Ostrich or a Llama? left off, with over 125 new essays on hospitality management and marketing. Readers of this newsletter will be familiar with some of the content of Llamas Rule, as(…)




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