Arguably one of the most important aspects (and the most challenging) of the hospitality industry is guest satisfaction. As a hotelier, your job is to know and understand the desires, habits and expectations of all guests that walk through the doors of your hotel, no matter what or where they come from. Keeping up-to-date with current newsworthy topics and trends certainly assists in making this possible, but it is ultimately in the hands of front-line associates to present themselves to each and every guest in such a way that keeps them coming back for more. Below are some articles and resources that you may find helpful:
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What 2017 Fall Trends Tell US Hoteliers About Traveler Behavior
By Lenka Trckova, a member of Trivago’s Industry Management team
Dazzling fall foliage, crisp air, and a pile of harvested goodies kick off one of the best times of the year to travel. There are good reasons why millions of travelers visit the US during fall: summer crowds dissipate and the best local experiences in many destinations are ready to shine.
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ADA Compliance
Title III of The Americans with Disabilities Act of 1990 (with amendments in 2008) requires most lodging establishments to ensure that guests with disabilities can be reasonably accommodated. We would suggest that you seek input from your counsel on what this means for your particular circumstance.
While capabilities of CRS providers and booking engines vary as it relates to content, our recommendation is to highlight where possible what features your ADA rooms have that may accommodate a particular disability such as visual, audial or physical for example and to ensure those rooms are bookable online.
Here is a comprehensive checklist of other things to consider relative to accommodating your disabled guest
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Thailand – The Land of Smiles
During The International Society of Hospitality Consultants (ISHC) meeting last month, I had the opportunity to meet and interact with a number of people from various parts of Thailand. The Thai culture, complete with the physical expression of the “wai” along with a softly spoken “sawatdi” (roughly translated to - I wish you well being) was prevalent, not only in service roles, but in everyday interactions amongst people in general. I found it both genuine and touching.
Despite the country being in mourning over the loss of “the beloved king”—King Bhumibol Adulyadej—it is true that everyone seems to smile in Thailand. Smiling doesn’t mean that everyone is giddy, or even happy. It does, however, reflect a notion that we all belong to something bigger than ourselves. It reduces social tension and conveys sensitivity regarding others around us.
I had no idea that a smile could be such a powerful thing. Try it and see!
Phuket Elephant Sanctuary |
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Introducing Susan Bierman, Director of Revenue Strategies
Susan has over 20 years of experience in the hospitality industry and brings a valuable perspective, having worked on both the distribution and the hotel side of the business. Her career began in the ski industry and included resort, hotel and vacation rental experience. Prior to joining Revenue Matters, Susan spent 7 years with Expedia, Inc. in a variety of roles. She managed the relationships of over 450 hotels in the Colorado ski markets, consistently achieving 20-25% room night growth each year. She was promoted to a management role, where she was responsible for a team of 10 people who oversaw the entire state of Colorado. Susan's enthusiastic spirit and dedication to both her clients and coworkers makes her a valued asset to the Revenue Matters team
What you may not know, but would love to find out:
- In the past year, Susan has been to both Canada (for work) and Mexico (for pleasure), become an Aunt (for the second time), and moved to Grand Junction, Colorado.
- Susan's favorite outdoor activity is trail running in the summer and skiing/backcountry skiing in the winter.
- At the end of a busy workday, you will find Susan enjoying the great outdoors.
- Susan's favorite worldly destination is Railay Beach in Thailand.
- The one thing Susan cannot live without is peanut butter!
- What makes Susan's mouth water? Anything her husband/"honorary chef" is cooking up for her.
- A must-have on Susan's current playlist is Nathaniel Rateliff, Ed Sheeran, Hozier and the Zach Brown Band.
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Revenue Management Best Practices
Now that budgeting season is underway, here are several key factors to take into consideration when creating a budget that works for you.
Click here for more information.
Call 303.690.9116 or email us at info@revenuematters.com for more information. |
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HyperDisk Marketing
HyperDisk is an international agency specializing in strategic consulting, technology and digital marketing. With offices in both California and Hong Kong, its team of experts delivers performance enhancing digital solutions for marketing, sales and customer engagement, as well as full-service advertising, with the ultimate goal of driving sustainable revenue for clients, as well as providing them with an outlet to help grow their brands in unique ways.
To find out more, go to: www.hyperdisk.com
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