By feature writer L. Aruna Dhir: It is imperative to understand what kind of organizations would we like to work in – a progressive organization where we can achieve more or would we rather stay put in a mediocre one, striving to improve it? One that buzzes with happy employees and happier guests! Or one where the only thing that attracts the guests is the off-season discounts.
Reinforcing the Value of Great Housekeeping
By feature writer Larry Mogelonsky, MBA, P. Eng: An interview with Victor Aburto, Director of Housekeeping at Montage Beverly Hills.
The Customer Journey to Online Travel Purchase
By feature writer Frederic Gonzalo: In the travel & hospitality industry, perhaps even more so than in any other verticals, the increasing power of web interactions, social media and mobile is affecting how customers will make decisions regarding an upcoming trip, from the destination website all the way to transportation options, accommodations, things to see and do, where to eat and, more importantly, where to book it all. Google Think Insights recently released an interesting tool shedding light on exactly how different channels affect the customer along the decision-making journey. This journey is made-up of four classic stages.
Grey Is the New Green in Hospitality: Rethinking the Baby Boomer
By feature writer Larry Mogelonsky, MBA, P. Eng: On the marketing front, the wages of baby boomers will still be a dominant force for the next decade. Some of us are retiring and looking to spend, others are still working (and possibly travelling for business) but nonetheless in need of some vacation time. Mobile, tablets, OTAs, social media – all trends that apply elsewhere also apply to us, albeit with less immediacy. So, in order to win our dollars, you must tactfully deliver the balance of both old-fashioned appeal with an experience aimed at those still young at heart.
Hotelier Notes from Season Two of Fawlty Towers
By feature writer Larry Mogelonsky, MBA, P. Eng: Fawlty Towers proved to be such a treasure trove of useful morsels of guest service wisdom that I had to divide the show into two articles, one for both of its six-episode seasons. Even though the characters on this show are, for the most part, totally incompetent and disgraceful hoteliers, by their very nature they have a lot to teach us about to get things right.
Ten Quick Ideas for Summer 2013 for Hoteliers
By feature writer Larry Mogelonsky, MBA, P. Eng: Ah, the long hot days of summer. Plenty of sunshine, plenty of heat. While many properties are hoping for their best few months, here are 10 ideas to consider as ways to step it up a notch and invigorate your team.
Is Artistic Controversy Healthy in Hotels?
By feature writer Larry Mogelonsky, MBA, P. Eng: A case analysis of a hotel’s relationship with the art world.
How Quebec City Crowdsources Locals To Promote Its Destination
By Frederic Gonzalo: The folks from the Quebec City Tourism Bureau, together with their ad agency Cossette, recently unveiled its most recent campaign in order to generate some buzz about the destination. On a new microsite, locals (and anyone who's been to Quebec City, really) are invited to share their secrets, hidden gems or favorite spot, activity or restaurant in the city. It's an innovative way to embrace collaborative platforms, simple and user-friendly, which ought to ensure success as it's also time-bound. Here's what they did.
Fortes Fortuna Adiuvat (Fortune Favours the Bold)
By feature writer Larry Mogelonsky, MBA, P. Eng: Boldness in hotel management and marketing comes in many different, and largely creative, forms. As the industry warps under the tugging forces of electronica and generational shifts, let’s never forget that courage will forever be needed to stand apart and make an impact. Here are several examples of ‘Bold Marketing Strategies’ to help get you in the mood and remind you of what the hotel industry is capable of.
The Brass Tacks on Chinese Travellers
By feature writer Larry Mogelonsky, MBA, P. Eng: China does not have to be an enigma, nor do its travellers. Here to help bust some myths and inform on reality is Joseph Cooke, the North American Director for Web Presence In China, a company that specializes in helping Western organizations get their names out on the Chinese internet.
