By Brett Patten: You must create a more instinctual and intuitive business nature not only to be more in tune with your customers, but to enhance the financial position of your business.
New GM named for The Pierre New York, a Taj Hotel
Former Pierre Manager Returns to Lead Historic Hotel into its 75th Year. Taj Hotels Resorts and Palaces has named Heiko Kuenstle general manager of The Pierre New York, a Taj Hotel. The Pierre is delighted to welcome back an old friend, as Kuenstle spent four years earlier in his hospitality career at the landmark hotel on New York’s Fifth Avenue.
InterContinental Dubai wins Market Performance Achievement Award
Chosen from over 600 hotels across Europe, Middle East & Africa, InterContinental Dubai has been awarded as an outstanding performer, winning an award for best Market Performance Achievement, reflecting the excellent market leading results for the year 2004. The hotel had an increase in occupancy level of 5% in 2004 compared to the previous year, over 45% increase in average rate and 52% raise in RevPar.
Four steps to effectively deal with guest complaints
By Jim Hartigan: We cannot control everything that happens during our customer's service delivery experience, but we can control how we respond to any failures or shortcomings that happen. Here are 4 simple steps to successful service recovery.
Hilton set to pull out of Bahrain after 30 years
The Hilton chain is pulling out of Bahrain after 30 years, it was revealed yesterday. As of next month, the Hilton in Manama will be managed by another international chain called Golden Tulip Hospitality.
EarthCheck’s RiskApp designed to help hoteliers rebound from crisis
A 'Disaster HQ' in your hip pocket, the ERI Risk App provides users with timely prompters for handling disaster mitigation based on the preparatory action plans loaded during normal operating times.
More Insights Into the Realities of the Post 9/11 Period
by: R. Mark Woodworth, September 2003
We announced several months ago that the average U.S. hotel suffered a second consecutive year of declining profits in 2002. According to the 2003 edition of Trends in the Hotel Industry-USA, published by PKF Consulting and the Hospitality Research Group (HRG), the operating profit for the average U.S. hotel dropped 9.6 percent in 2002, this after a 19.4 percent decline in profits in 2001.
Loyalty Program defection increases when rewards are slow
Maritz Loyalty Marketing Reveals Top Reasons Customers Leave and Recommends Strategies to Keep Them.
When consumers leave a loyalty/rewards program, most (70 percent) cite the length of time it takes to build up points as the primary reason, according to a Maritz Poll commissioned by Maritz Loyalty Marketing. The number jumps to 79 percent in the critical 18 – 24 age group. Marketers need to provide consumers with realistic and achievable goals, said Gail Sneed, market development director at Maritz Loyalty Marketing. Particularly with the crucial college-age demographic, its the chance to win or lose a lifelong customer.
Hermitage Hospitality appoints Director of Development
International Hotel Management Company Hermitage Hospitality Ltd. announced the appointment of David J. Horne as its Moscow-based Director of Development. Mr. Horne will be responsible for all aspects of hotel development, including activities with major consulting groups and individual investors and developers on various hotel developments in Russia and Former Soviet Union.
