The success of our industry relies upon our ability to differentiate our products, and there is no better way than through service and the people behind it.
By feature writer Larry Mogelonsky: Gain insight from this interview with William Tomicki of ENTRÉE, a travel writer who has been critiquing luxury hotels for over 32 years.
By feature writer Larry Mogelonsky: What makes good sales promotions stand out, and what is the formula to make them successful?
By Feature Writer Larry Mogelonsky, MBA, P. Eng: Nine times out of ten the focal point of how hotel employees should talk with guests is on what phrases staff members should say or what utterances should be deemed off-limits. Essentially, it’s little different than the training given to telemarketers. But the instruction we give our staffers must go far beyond this because we interact with guests face-to-face, which is both simultaneously easier in many ways and much harder in several others.
By Feature Writer Larry Mogelonsky, MBA, P. Eng: Repeatedly, I ask hoteliers a simple question, “How’s business?” Typically, I get a response like, “We’re down $x.xx in ADR versus budget, but occupancy is holding steady at xx.x%,” or, “REVPAR is solid and we’re $x.xx ahead of comp set.” In all, these types of responses are an excellent one-stop measure of how the senior manager believes his or her business is operating. Unfortunately, they reflect only a narrow focus on short-term financial data.
By Feature Writer Larry Mogelonsky, MBA, P. Eng: Would you pay a buck per room to move your TripAdvisor rating up even so slightly, knowing what the results might be? You probably pay that amount for many other equally important services, especially given that internet connectivity is widely deemed a necessity for numerous consumers. The reasons for not offering this service for free are rapidly depleting. So, what am I missing here?
By Feature Writer Larry Mogelonsky, MBA, P. Eng: A ‘sense of place’, implies that a space is unique, comforting, bold, tranquil and alluring. In short, it’s the gut reaction to the physicality of your brand, and it’s used in a positive light. This expression encompasses first impressions, but it also denotes how a space can grow on you with more time spent around it or with each subsequent interaction.
By Feature Writer Larry Mogelonsky, MBA, P. Eng: I haven’t stumbled upon anything new by bringing up the notion of hotels offering in-house cooking classes, courses or an entire culinary teaching school. It’s a well-established facet of our industry, but one that is mostly in the realm of esteemed five-star jaunts or bucolic inns with Michelin-rated restaurants. So, what I ponder is why more hotels don’t engage in this practice. Is it exclusive to luxury providers, or is it something that any hotel could get up and running, even at the one-off, ad hoc level? Yes or no, make up your mind once we’ve reviewed five key advantages of this practice.
By Feature Writer Larry Mogelonsky, MBA, P. Eng: We all have a conception of what’s implied by ‘upselling’. Drip pricing is a little less understood, so bare 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 a customer’s wallet as opposed to flushing out in the form of a single line item on the final bill.