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Why Airlines Still Need Social Media

Why Airlines Still Need Social Media | Hotel and Resort Operations | Scoop.it
Despite all the recent hiccups, airlines that Tweet regularly garner more positive sentiment than those that keep quiet on social media.
Katrina Welitschka's insight:

This article really shows the impact of new technology and especially social media. Also how easy and quick one mistake gets spread all over the world before you even have time to delete it. US Airways were about to report an ‘obscene photo’ but by mistake reposted it instead. Within an hour almost half a million people retweeted and copied it.

A lot of companies normally delete these type of mistakes, however US Airlines kept it but wrote a new post with an apology and explain that it was a mistake. Through this they received a lot of positive feedback instead. That really demonstrates that sometimes bad publicity can change into something good.


Technology are evolving very fast and it is important for not only our industry, but for everyone to try to keep up. Today’s generation knows everything about internet, social media and different apps on smartphones and will probably therefor choose a company/travel agency/hotel who also keep up with it.

 

A business can really gain customers from having an exciting and proper website, maybe an app where you can make reservations from, or interactive maps with shops or restaurants nearby. Of course, my parents would not care about this type of features because they aren’t expecting it – but because of the increase of the interest of the younger audience in the industry it is really important to meet their expectations.  Especially if you have a younger target market.

 

- Katrina Welitschka

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The hotel minibar may soon be extinct, experts say

The hotel minibar may soon be extinct, experts say | Hotel and Resort Operations | Scoop.it
Is it time to say goodbye to the hotel minibar? A recent survey by the travel website TripAdvisor.com found that the hotel minibar was the least important amenity for U.S. travelers. Only 21% of...
Katrina Welitschka's insight:

There is almost no doubt that every hotel you walk into will have some sort of minibar. However with the overly expensive products that are on offer how long will it be until the minibar becomes extinct? Some hotels are now deciding to not include a minibar in their rooms as the hassle to restock them is becoming too much. For many hotels minibars are left untouched which can be a lot of money is lost in maintaining the lifespan of the products and a lot of effort is put into making sure that they are set up correctly.

 

Many customers agree that the minibar is the least needed amenity that hotels have to offer. According to this article the future of minibars is looking bleak mostly because of social trends which have pushed travellers into the lobbies to socialize and surf the web instead of sitting alone in their rooms eating minibar food.

Although the minibar has been a staple of hotel rooms I feel that it may be time to put the money to better use which will allow the hotels to not only make more profit but also use something that will much more beneficial to the paying customers.

Emily Maclean

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Kevin Hartanto's curator insight, May 4, 2015 11:52 PM

Hotel minibar have been part of hotel service for many years. When I go to two star hotel or five star hotel, they all provide minibar. I think nowadays people have change and so many things that are being sell in the mini bar accessible in the store and mini markets. Mini market also developing everywhere today, even near hotels. So people interest of the mini bar is decreasing sharply. In the issue of mini bar, guesses also do many "cheating", which create a sensitive sense for the hotel regarding the mini bar. I think in order for mini bar to survive if hotel feel it help them to cut labor cost by sort of percentage, they need to redevelop it. For example they could sell the product in exclusive and creative package, which general retailer doesn't sell. And in order to create this they will need to work together with some of snacks and drink company. They also need a team to check the mini bar regularly and make sure that the people who have the job to check the mini bar know the different way the guesses could "cheat" the mini bar. Hotel also need to have a fair management for the mini bar, they will not want to accuse a guest to take more than what actually they take. As cases like this will reduce the satisfaction on the service. 

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Why spas should be added to the revenue management of hotels - Tnooz

Why spas should be added to the revenue management of hotels - Tnooz | Hotel and Resort Operations | Scoop.it
Many hoteliers of city properties, resorts, conference hotels and upscale countryside bed and breakfasts are adding a luxury spa to their property.
Katrina Welitschka's insight:

The idea of many holidays is to relax and the best way to do this is in a day spa. It is becoming more and more popular for hotels to have a day spa included in their facilities. Whilst these day spas have the opportunity to produce large amounts of revenue they also have the ability to be seen as a financial nightmare. The cost to run a day spa is not cheap and for many hotels they are being underutilized and can take up a lot of space which could be used to add more rooms which will overall mean the ability to hold more guests.

 

I feel that having a day spa included in a hotel is a good idea I feel they are not needed as they can take up much needed space and much of the time are not being used. One of the biggest reasons for the low revenue that these spas bring in is due to the lack of marketing that are done. For a spa to be successful people need to know that it is there.

 

Day spas have the ability to increase the guest experience which will overall help bring them back next time however hotels must first make sure they are able to utilise the spa before allowing one to be used.

Emily Maclean

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Tourism Australia funding cuts slammed - Hotel Management

Tourism Australia funding cuts slammed - Hotel Management | Hotel and Resort Operations | Scoop.it
A proposal to cut Tourism Australia funding in half has been slammed by industry.
Katrina Welitschka's insight:

This article written by James Wilkinson argues that the proposed cut to the tourism Australia funding will significantly impact the accommodation industry and the marketing of the nation, therefore forcing Australia to loose competitive advantage in relation to other countries around the world.

The Government is looking to cut Tourism Australia funding in half, however they seem to be ignoring the dramatic impact on businesses, local jobs and investment prospects for Australia. The tourism industry is one of Australia’s most important industries and employs of 540,000 people, therefore the first costs to be cut will ultimately be wages. The tourism sector in Australia generates significant foreign income and produces a strong flow of tax revenue for the government, therefore why would they want to cut funding in this area if it benefits them?

By cutting funding, the marketing budget will decrease therefore forcing many campaigns to be cut or decreased, thus decreasing the quality of our destination marketing and the subsequent income produced by tourists travelling to Australia.

I believe the tourism sector is not an area in which funding can be cut as it contributes a great deal to the overall income generated by tourists travelling to and around Australia. In 2013, ‘there were a record 30.5 million crossings of Australia’s international borders, therefore representing 1,329 crossings per 1,000 persons of the Australian population’ therefore suggesting this is one sector significantly impacting the revenue earned for Australia each year. (Australian Bureau of Statistics, 2013)

In conclusion, if the Australian government needs to cut funding, cut the funding given to every sector, not just the Tourism sector. I can promise you, a cut in tourism funding will dramatically decrease the revenue earned for our nation.

Australian Bureau of Statistics, 2013, ‘Overseas Arrivals and Departures, Australia’ Viewed on 4th May 2014. http://www.abs.gov.au/ausstats/abs@.nsf/products/961B6B53B87C130ACA2574030010BD05

- Eliza Dickinson

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Balinese luxury resort offers outstanding sustainability program

Balinese luxury resort offers outstanding sustainability program | Hotel and Resort Operations | Scoop.it
Katrina Welitschka's insight:

In my opinion, Mother Earth is precious. We do not have unlimited resources of anything yet and therefor it is very important to take care of what we have, especially in such a consuming industry we are studying and want to work in (tourism and hospitality).

It is important for me to show respect and take care of old monuments and national parks. Samaya Seminyak Resort in Bali is also taking this serious. This luxury resort in Seminyak has now created an exceptional sustainability program and also working together with local institutions.

 

It is both an educational and fun way to learn more about making this planet a more positive environment with methods like learning more aboutrecycling materials to learn about the history and past in Bali.

Their goal is to prevent pollution and preserve natural habitats and they do this through beach clean ups and showing the people who lives in the community how to take social responsibility. They also organize temple tours where you can taste their food and listen to lectures about the history.

 

Bali is a very popular holiday destination because of the weather and beautiful beaches, but also because of the cheap prices. Due to the tourism they have, they are exposed to natural pollution and littering. I think it is good to be more aware of sustainability, not only the environment but also through history, food and people. Bali is a way to beautiful destination to be destroyed.

 

- Katrina Welitschka

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Hilton Worldwide Extends Soap Recycling to Japan

Hilton Worldwide Extends Soap Recycling to Japan | Hotel and Resort Operations | Scoop.it
Katrina Welitschka's insight:

It is essential that large hotels now focus on sustainable practices in order to increase profit and their hotel name.

 

Hilton Hotels are one of the most famous and well renowned hotels in the industry; therefore they must keep up with growing sustainability requirements. One way the Hilton Worldwide is being sustainable is by recycling their soap. It has now extended the global soap recycling initiative to all of the 10 properties in Japan, facilitated through its Global Repurpose Program.

 

It is great that a company this large aims to be sustainable by diverting waste from landfills by reusing, recycling and donating. By recycling soap, the Hilton has been able to ‘create 20,000 new bars of soap, some of which have been donated to the communities affected by the Typhoon in the Philippines.’ (Hospitality Design, 2014) In total, the Hilton worldwide has created more than one million new bars of soap, which have been donated to people in disadvantaged communities.

 

The Hilton is aiming to increase environmental awareness and personal ownership among their stakeholders and in return enables their guests to make sustainable choices when they travel.

 

I think sustainability is a huge focus for the hotel industry, as they want to increase their image, build their customer base and also help disadvantaged countries by recycling and reusing waste. I would definitely stay with the Hilton as they have so many different sustainable initiatives all over the world, therefore demonstrating the importance of the environment to their company.

 

- Eliza Dickinson

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Underwater hotel on Great Barrier Reef idea draws mixed response

Katrina Welitschka's insight:

The Great Barrier Reef attracts up to 2 million visits each year, therefore making this attraction one of the most popular and well renowned tourist destinations. Visitors to the Great Barrier Reef have to pay an Environmental Management Charge, which contributes to the Reefs day-to-day management and improve its long-term resilience.

 

The Reef is already under significant threat as a result of climate change, therefore causing water temperature to increase and in turn causing the death of marine life and the coral. By building a hotel in the Great Barrier Reef, we would only be shortening the life cycle of this amazing Australian Tourist attraction.


Thank goodness the Federal Government has to approve this proposal before it is constructed because it is unnecessary, and whilst being amazing and enticing for visitors in a couple of decades the water levels will decrease, more coral and marine life will die. I can guarantee this will leave Cr Manning regretting this extremely expensive decision. Yes, this hotel seems attractive now but the idea of it in a decade or so when it will be damp and rusty just seems, tacky.

 

I like the look of this hotel, however most people would never be able to afford to stay in an affluent hotel such as this, so what’s the point of ruining the environment for only a small percentage of people who can afford this luxury accommodation?

 

I could not agree more with Tourism Tropical North Queensland’s argument, this proposed hotel would create revenue however would destroy one of Australia’s most sort after natural wonders and I believe it is not worth it.

 

- Eliza Dickinson

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Most Over-the-Top Room Service

Most Over-the-Top Room Service | Hotel and Resort Operations | Scoop.it
Hotel room service gets creative with perks so appealing that you won’t want to check out.
Katrina Welitschka's insight:

In today's society it is usually noticed that many  4 or 5 star hotels have some form of room service whether that be bringing food up to your door or cleaning your room when required. The idea of room service is to make sure the customers time at the hotel is as hassle free as possible. Some hotels around the world are now taking room service to new extreme levels.

 

From your own rock and roll show being performed right in front of your very own eyes to your own healing process nothing is out of reach. Whilst many people feel that having such out of the ordinary room service ideas could cost the business a lot more money, it has the potential to bring in a wide new range of customers who are interested in experiencing a new sort of room service, which overall will allow the business to still make a profit.

 

Emily Maclean

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Hollywood Hotel Pooch: Luxury dog hotel where every whim is catered for

Hollywood Hotel Pooch: Luxury dog hotel where every whim is catered for | Hotel and Resort Operations | Scoop.it
Palatial suites, swimming pool, plasma TVs, spa treatments, even bedtime stories... Clemmie Moody visits the luxury LA hotel for pampered pets
Katrina Welitschka's insight:

This dog-hotel is in my mind absolutely crazy. I understand that dogs and cats and other pets are a part of family, and don’t get me wrong – I love my animals too. And it is a great idea to have somewhere to leave your pets if you go travel, especially if you don’t have any other relatives close by who can take care of them.

 

However, to have a ‘luxury pooch-hotel’ with in room entertainment, spa and gym seems a bit over the top. It is very innovative and obviously there seems to be a demand for it with now in America 9 types of pet hotels. It surely is an exceptional and pricey way to treat your dog, it might be a guilt-trip that rushes over you when yourself spending all these money on a holiday. It surely gives parents to the pet a new level of rest, knowing their animals are safe.  

 

The whole hotel and resort industry may seem as a luxury feature in your life to some, so why only include humans in it?

What also is two good features at this 5 star hotel for dogs is the knowledge of the staff about dog CPR, but also the webcam-links for the owners who can still keep in contact with their beloved pet even thus are so far away apart.\

 

- Katrina Welitschka

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Hilton Has Ruined The Whole Point Of Staying At A Luxury Hotel

Hilton Has Ruined The Whole Point Of Staying At A Luxury Hotel | Hotel and Resort Operations | Scoop.it
One of the best parts of staying in a luxury hotel is sleeping in, ordering room service, and lazing in bed while drinking a mimosa and eating Eggs Benedict.
Katrina Welitschka's insight:

Hilton is cutting down their house keeping services. There will no longer be any room service, instead they have invented a shop where you can buy your food and bring it to the room yourself.

 

The reason of this is predominantly to decrease the cost of labour that doesn’t increase the profit. I think it is fairly understandable, however to call themselves a “luxury” hotel and keep their room rates on high costs without offering room service is wrong.

 

People are paying hundreds of dollars for a room at Hilton, most often to enjoy and spoil themselves with maybe breakfast in bed or some late snack in front of the TV without have to leave the room. The result of this will not only be losing costumers but also have to cut back on staff and therefor increase the unemployment rate. 

 

As Jennifer Polland says in the article, people are paying that sort of money to “pamper” themselves and I don’t think that they in the future will choose Hilton if they cannot order food up to the room. You can’t call your business for luxury if you don’t offer luxury services.

 

- Katrina Welitschka

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Kevin Hartanto's curator insight, May 5, 2015 12:16 AM

This is a good example on how services of luxurious hotel has change nowadays. As discuss in this article, Hilton cut off their room services. This action creates a controversy view, as in the pros side the hotel get the advantage. As an example, it will cut their cost more, which will resulted in higher profit if they could get the same or more revenue. However there are so much going on in the cons side. I agree with this article that a luxurious hotel should deliver a luxurious service. A five stars hotel need to deliver a five stars service. By cutting room services it reduces the value of the services. Room service is perceive as a luxurious hospitality by the hotel, as also discussed in this article. So if room services are being cut, then there will be less different between luxurious hotel with hotel that have less luxurious service, like budget hotels. And this is not good, as there are a standard that luxurious hotel should fulfil more than a budget hotel should fulfil. And people already pay much more money for the type of luxurious service, so they need to deliver the service accordingly. And hospitality is all about service in a big picture. To make customers happy and satisfy is the first aim of this industry. 

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Luxurious 5-star Hotel Experience

Katrina Welitschka's insight:

In the hotel industry you have a wide range of choices when it comes to choosing which hotel to stay at. From cheaper accommodation to high-class experiences what classifies a hotel to be 1 or 5 stars. When it comes to hotel visits you usually get what you pay for, cheaper rooms means lower starts and less amenities whereas if you are willing to spend the extra money  you will most likely get much more for your dollar.

 

Hotels which are classified as 5 stars will allow you to have a room with a view, first class house keeping and amenities to make your stay much more enjoyable. For many hotels to be classified as 5 star means they are much more expensive to own and run however the benefits pay off.

 

Having more expensive rooms may mean customers will not be visiting as frequently however it means more revenue being made per room. The downside to 5 star rooms is that it doesn’t allow guests to visit as much as it is usually seen as a luxury for consumers.

 

Overall it can be seen that although 5 star hotels are harder to find and much more expensive the luxury that customers experience is well worth the money.

 

Emily Maclean

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The Ultimate Green Hotel

The Ultimate Green Hotel | Hotel and Resort Operations | Scoop.it
As eco-hotels expand beyond the jungle and into the mainstream, more properties than ever before ...
Katrina Welitschka's insight:

In today’s society a new social trend of ‘going green’ as taken over the world and many companies are becoming aware of this. David Propson dives into a environmentally friendly world and looks for the truth into how ‘green’ hotel actually are and what is really going on behind the scenes.

 

One of the main ways many hotels claim to be environmentally friendly is through conservation programs whereby they are cutting down the amount of times towels and linen are getting washed by trying to get customers to use the towel more than once in an attempt to save water, or saving all of their food wastage and passing them on to pig farmers. However can doing one small thing to help be more environmentally friendly really mean that you are a ‘green’ hotel.

 

Whilst it can be hard for hotels to go completely green the idea of doing little things to help the environment can not only have a huge impact on the number of customers they are bringing in but also their image as many customers are becoming more aware of the environment and are much more likely to stay at a hotel who are seen as helping the environment.

 

Emily Maclean

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Whether-to-outsource-housekeeping-positions.pdf

Katrina Welitschka's insight:
A very common policy today is the use of outsourced housekeeping services. Therefore, meaning that a hotel uses a third party business to supply housekeeping staff. This takes away the stress of the hotel recruiting and hiring employees but also decreases the employee paperwork that needs to be filled out and any of the other human resources needs of their employees. This is a great policy to implement as it saves money as the hiring process if greatly simplified as the ‘third party firm handles all of the recruitment, background checks, and processes the required paperwork.’ (Calbone, 2013) By outsourcing housekeeping services, it is easy for the hotel as they have to pay an invoice to the third party company and therefore don’t have to worry about paying individual employees. Another positive of outsourcing housekeeping is if an employee is unable to work or is injured at work, the housekeeping service is entirely responsible for providing the benefits to the employees rather than it being the hotels responsibility. Housekeeping is a strenuous and physically demanding job, therefore injuries are more common than you would imagine. However, there are some negatives of outsourcing housekeeping. A negative of outsourcing housekeeping may be that the employees may not have all of the experience necessary to allow them to do the job, therefore forcing the hotel to pay for training for the employees. Another negative may be that employees are unable to speak English, as this career employs a majority who are from overseas on a working visa, therefore language becomes an issue. Another subsequent issue of these employees being multicultural is the possibility of the employees not interacting or getting along. There are many positives and negatives of outsourcing housekeeping, however this approach can be remarkably beneficial, especially for resorts and other seasonal properties as staffing needs can change as much as 50% depending on the time of the year. In conclusion, outsourcing housekeeping is a great way to provide the level of service your guests are expecting whilst also honoring the financial obligations of the owners of the hotel. - Eliza Dickinson
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TripAdvisor hits 150 million reviews - Hotel Management

TripAdvisor hits 150 million reviews - Hotel Management | Hotel and Resort Operations | Scoop.it
TripAdvisor has become the first travel site in history to hit 150 million reviews and opinions.
Katrina Welitschka's insight:

This article written by a written from The Business of accommodation celebrates the milestone achievement for TripAdvisor as they have reached 150 million views. Today, the use of the Internet to review accommodation, restaurants and destinations is one of the greatest and most used tools. TripAdvisor is one of the biggest Internet sites to be launched, which allows people to review their experiences at various locations and also allows future travellers to research their travel destination before they leave.

TripAdvisor began fourteen years ago, since then it has become the worlds largest travel site as ‘more than 500 million people worldwide are able to find TripAdvisor ratings, reviews and opinion on the websites of almost 1000 brands’. (The Business of Accommodation, 2014)

Today, more than half of the global respondents do not want to make a booking commitment until they have read reviews and have found out what other travellers think about a property, restaurant or destination. Therefore, these respondents read on average 6-12 reviews before making their decisions and are most interested in the recent reviews as they are the freshest feedback.

The use of the Internet and the importance of traveller’s reviews has forced the hospitality industry to increase their service provided to customers and ensure it remains constantly at a high level. People are very quick to go onto TripAdvisor to write reviews, therefore the pressure for the hospitality industry is immense.

It is interesting that people mainly write reviews when they are disappointed by the service or overall experience at that location, however many people wouldn’t write reviews if they were happy with the service as that is what was expected. Therefore, is TripAdvisor a true representation of the quality of service provided by the location? Anyone can log in and post a comment, therefore why do we rely on this information when we don’t know if it is trustworthy?

In conclusion, I can understand the importance of reviewing past travellers experiences at various locations in order to assess how successful your trip may be, however I believe each individual experience is different, therefore why are we relying on other peoples individual experiences in order to make a decision?

- Eliza Dickinson

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Survey: No free Wi-Fi biggest hotel guest complaint

Survey: No free Wi-Fi biggest hotel guest complaint | Hotel and Resort Operations | Scoop.it
One of the biggest complaints that hotel guests have is the lack of free Wi-Fi in their rooms. Guests believe that all hotels should offer free Internet connection and think it is more important that many other hotel amenities.
Katrina Welitschka's insight:

Throughout this article the idea of whether or not hotels should offer free wifi is looked into. Many hotels around the world are slowly beginning to look into the idea of including internet within the price of the hotel. Many hotels have access to internet however are charging guests extra to use the internet.

 

Many 4 to 5 star hotels which are charging over $300 for a room I feel should include internet in that fee. Although this could come at an extra cost to the business more customers are likely to choose the hotel which is offering the wifi over one that isn’t as internet has become such a large part of society.

 

According to a recent survey carried out by the Thistle Hotels Group which asked 2,000 hotel guests what annoyed them about hotels and their service and the lack of complimentary Wi-Fi was third on the list. Many hotel guests feel that wifi is considered more important than many other amenities that are included in hotels these days and if hotels are worried about the cost that giving free internet could come at then maybe they should be looking at the amenities that are present and decided which ones are not as important or bring the business profit.

Emily Maclean

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Kevin Hartanto's curator insight, March 18, 2015 2:39 AM

It's not surprising anymore that guesses prefer free wi fi rather than swimming pool, tennis court, or other services such as that. Internet, social media, technologies networking has been dominate the trends in this Century. And they need hospitality industry or I should rather said they want hospitality industry to provide an access to that. And this access is of course a free wi fi support. I think it's important to give the guesses free wi fi support in the public area or in the room. But we also need to think about the sustainability of the wi fi network. For example if too much people use it, the internet connection will be slow, and if we provide too much database for the network it will add excess cost to our production cost. So may be hospitality industry could make a business contract with server provider or network provider to make "Free Wi Fi" available as part of the service. I find a little bit of surprise by the fact that 69% of the surveyed guesses were complain about rude and unfriendly hotel staffs. This should not become a main problem anymore in hotels or resorts, since staffs should delivered a "SMILE" in every situations and delivered an excellent HOSPITALITY to the guesses.  

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Green still matters for hotel industry

Green still matters for hotel industry | Hotel and Resort Operations | Scoop.it
Follow Marriott’s lead and include sustainability in your operations. The payback is well worth it.
Katrina Welitschka's insight:

This article written by Ed Watkins argues the primary goal of the hotel owners and managers is to increase profit, as sustainability is good for business and can increase your market share and reduce your costs.

Hotels, today, are focused around the primary goal of profit. Therefore, hotels will follow trends and policies in order to remain competitive and increase their customer base. However, hotels are not always sincere or honest with policies set in place.

Yes, it is important to make a profit; however there is a fine line between what the company is being seen as doing to be sustainable and what it is actually doing. This is referred to as green washing, meaning the use of green marketing is deceptively used to promote the perception that an organizations products, aims and/or policies are sustainable and environmentally friendly.

I agree with Mr Watkins, as it is important to increase revenue however The Marriott example used is questionable. Yes, the Marriott is focused on making money and ‘green does make good businesses’ however, are they implementing sustainable practices because they believe in the positive benefits for the greater community or because it is a good way to increase revenue and their customer base?

After reading this article, I am left thinking about how sincere these hotel companies are when it comes to enforcing sustainable practices. What are reasons behind implementing sustainable practices for hotels, is it purely to increase revenue? Or is it to increase their awareness of the impact the industry has on the environment and therefore work on ways to decrease their environmental footprint?

- Eliza Dickinson

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Are you a successful hotelier?

Are you a successful hotelier? | Hotel and Resort Operations | Scoop.it
Appearing for work and completing your assigned tasks meets expectations. But does it make you successful?
Katrina Welitschka's insight:

This article written by Omari Head, argues that hotel owners and managers have become increasingly unsuccessful as they find themselves completing their assigned tasks simply to meet expectations and the passion for the industry is becoming non-existent.

I agree with Mr Head as it is becoming increasingly evident that hotel owners, managers and staff are simply completing assigned tasks to meet the company’s expectations; however this in turn causes them to lose their passion in the industry as they are not researching competing hotels and their practices therefore decreasing their competitive advantage.

The statement ‘Have you bought your housekeeping doughnuts after the cheerleaders checked out? Did you acknowledge your night auditors graceful walking execution?’ introduces Mr Head’s new argument in a witty and amusing manner. The reader is therefore intrigued by this humorous statement and therefore is convinced of their argument. After reading this statement I was intrigued as to the author’s argument, therefore I agree with Mr Head, why should the staff console guests and deal with guest complaints without receiving any recognition or appraisal?

In order to increase revenue, customer satisfaction and loyalty, the hotel owners and managers must ensure their team is trained in dealing with complaints and therefore are able to communicate with the guests in order to comfort them. If the managers and owners don’t create a positive working environment and encourage teamwork within the staff then the staff have less motivation and passion to protect the company name and deal with issues in an appropriate manner.

In conclusion, hotel owners and managers must have a distinct passion for the company and research other competitive hotels in order to implement practices to remain competitive. Hotel owners and managers must also provide career coaching which involves focusing on the training, staff morale and attitudes of all employees and in return ensure they are happy, work cooperatively in teams and deal with customer complaints in an appropriate manner in order to increase revenue, customer satisfaction and loyalty.

- Eliza Dickinson

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Using iPads at Check-In Provides Customer Service Boost for Hyatt Hotels

Using iPads at Check-In Provides Customer Service Boost for Hyatt Hotels | Hotel and Resort Operations | Scoop.it
An ambitious mobile strategy built around tablets is helping Hyatt Hotels reach new levels of customer service.
Katrina Welitschka's insight:

With the growth of technology in the world today, companies are forced to keep up with the latest gadgets and devices in order to stay competitive in the industry. Today, hotels are using Ipad’s to help guests check into the hotel as there is custom software that connects to the hotels back end property management system and custom hardware for swiping credit cards and therefore issuing room keys.

An example of a hotel company using this approach is Hyatt Hotels and resorts, in particular the Hyatt Regency O’Hare in the United States. Here, the guests are greeted with staff and associates behind the front desk therefore ensuring there is still customer – employee interaction, thus making the customer feel like it is less of a transaction and more of a welcoming experience.

By using Ipads, it can cut down the amount of staff needed, cut down the wait time for people who are checking in and also ensure customers arriving at unusual hours can check in and go straight to their room.

I think it is really important that staff levels are maintained so that there is always someone there to greet guests, make them feel comfortable and assist them in using the ipad check in system. By using Ipad’s, the hotel is also being environmentally friendly as receipts are emailed to the guest rather than printed.

A negative of using this system is that every check in is unique and people require and request different things. Therefore, the hotel industry must ensure there is enough staff to help guests accommodate their needs and speak to hotel personnel if preferred.

The housekeeping staff use this tool as well, as they can quickly change the availability status of a room once its been cleaned and they can also note maintenance requests, for example the need for a new light bulb or plumbing repair.

The Hyatt Regency O’Hare is one of the largest of nearly a dozen Hyatt Hotels that are taking advantage of tablets for both check in and check out services. This system is innovative and exciting for guests and may soon be essential for all hotels in the industry in order to remain competitive and up to date with growing technology demands. However, this system is very expensive to implement therefore making top hotels remain competitive and leaving the smaller, less profitable, hotels behind.

I would love to try this system, however I would want staff members to be available in order to help me. I think this may be the attitude of many guests, hopefully the top hotels don’t see this of a way to cut and almost abolish their front of house staff members, because customer service is a number one priority and expectation for this industry.

- Eliza Dickinson

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Kevin Hartanto's curator insight, May 5, 2015 12:35 AM

Check in using i pad is a revolutionary breakthrough in the hospitality industry, because it brings the game to another level of service. It also seems to bring a good management on hotel occupancy as the technology will do the work, that is why this technology brings a boost for Hyatt hotels on their organisation of room check in and check out and availability. However as a future generation that will work in the hospitality industry, it seems that this new invention bring a feeling of worry. I said this because if in the future this kind of things develop steadily and grow stronger it will replace human source for running the hotels and this will create less jobs for people, which will increase the number of unemployment. So there's the need of sustainability of human resource too. And I believe hospitality is one of the industries that creates many jobs for people too, so it need to keep doing that.  

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Haunted Hotels : Haunted Travels : Travel Channel

Haunted Hotels : Haunted Travels : Travel Channel | Hotel and Resort Operations | Scoop.it
Browse our list of the country's most haunted hotels.
Katrina Welitschka's insight:

Spending a night in a haunted hotel would not be on the list for many people, but for those who are looking to spice up their night a bit staying in a haunted hotel could be just the thing for them. The thought of spending even one night in a hotel which claims to be haunted is definitely one of the last things that I plan on doing however for some the idea can come across as very appealing.

 

I personally feel that claiming that your hotel is haunted is not the smartest idea as it will most definitely put off a large number of potential guests as they would rather stay in a hotel which is considered ‘safe’. This article goes through a list of hotel that claim to be haunted. This could have either a positive or negative affect of the profits of the hotel because it has the potential to bring in a wide range of new customers who are choosing to stay the night in the hopes to spot a ghost. However the strategy of claiming to be a haunted hotel would almost definitely put a large number of customers off from spending the night in that particular hotel.

 

Emily Maclean

 

 

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DestinationWeddings.com Announces New Hotel and Resort Offerings

DestinationWeddings.com Announces New Hotel and Resort Offerings | Hotel and Resort Operations | Scoop.it
Wayland, MA (PRWEB) March 18, 2014 -- Travel group expands product portfolio in luxury, LGBT and destination wedding market.
Katrina Welitschka's insight:

In this article I read about hotel and resorts who have a lot of wedding and honeymoon couples now expands from not only the norm, and now also invite and welcome gay couples. In fact, everyone who sees themselves under the LGBT category is welcome.

 

I think this is fantastic. We now live in a world where it becomes more acceptable to be open with your sexuality, however in some countries it still causes a hard time. To fight racism, sexism, homophobia etc. and instead focuses on people as human beings.

No matter whom you like, what you look like, what gender you are and so on – these destinations welcomes everyone. I think it is a major breakthrough in the world of democracy and more industries should follow.

 

The company www.destinationweddings.com has also been ranked as “one of the 500/5000 fastest-growing private companies”. In the past, gay couples have had trouble to find places to stay and feel welcomed and comfortable. Now they don’t have to hide anymore.
I think this company will be a future leader in the industry, who is willing to take chances and risks. A battle for freedom.

 

- Katrina Welitschka

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Airbnb: Spare room revolution

Airbnb: Spare room revolution | Hotel and Resort Operations | Scoop.it
Got room? Airbnb is literally changing how we live.
Katrina Welitschka's insight:

Air BnB is a new phenomenon that means that everyone can rent out their room or spare room. If you are only going away for a week or if your kids have moved out and you want to earn some extra money through renting it out, Air Bnb is something for you.

 

You can choose how long you want to rent it out, if it is only for a night or if it is up to months. You also set your prices yourself, and it is up to the guests to decide if they want to pay that sort of money. It is a very good competitor for the hotel industry, and lowers the rates if they want to keep their guests. I, as an international student, find this type of accommodation great for my family, relatives and friends who might want to come and visit me but can’t afford the hotel rates and also want to have a kitchen area so all meals don’t have to be purchased on a restaurant.

 

What is worth looking into though is that because it is not a hotel, the access to housekeeping does not exist in the same way. If you have a guest who only stays for one night in your spare-room, maybe just during the waiting for a connection flight or for whatever reason, who’s responsibility is it to make sure the room is clean and the sheets are fresh? I doubt a “normal” person like me could be bothered with washing/changing sheets after every guest that is only staying for one night. It costs both money and time and the rates will go higher to make a profit.

 

- Katrina Welitschka

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Thousands of hotels don’t offer direct 911 calls

Thousands of hotels don’t offer direct 911 calls | Hotel and Resort Operations | Scoop.it
The murder of a woman whose young daughter couldn’t call for help in Texas has spurred a call for easier emergency access in hotels and motels
Katrina Welitschka's insight:

After a national survey had been taken it showed that it is not only one, two or even ten hotel that does not have a 911-direct button on their hotel phones. We are actually talking about tens of thousands hotels. I find this absolutely horrible. Most often are hotels accommodation for people who are away from home, if it is with family friends or for work.

That does not guarantee that accidents won’t happen. In fact, more accidents happens when people are travelling and one of the factors why is the intake of alcohol. To have to dial a special number on the phone before you can dial 911 is a joke. In fact, there should be a special direct button if an emergency happens.

It might not be more than a few seconds delay with an extra number dialled, however when it comes to emergencies a few extra seconds can save life. It surprises me that hotels don’t ensure their guests and visitors safety more. Only 45 % of franchised hotels and motels have a direct 911 dialling, which is not acceptable. Hopefully this number will increase after the petition who have almost half a million signatures.

 

- Katrina Welitschka

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Top ten technology gadgets for the modern hotel room - Tnooz

Top ten technology gadgets for the modern hotel room - Tnooz | Hotel and Resort Operations | Scoop.it
From RFID and climate control to HDTV and the ultimate, ever-changing room with a view, what are the best pieces of technology every hotel room should have?
Katrina Welitschka's insight:

Can you imagine a world without technology? The answer is most likely no. Technology could be seen as taking over the world with new advances in technology being introduced everyday. All this new technology is causing hotels around the world to integrating new gadgets to help make guests stays easier and more interesting.

 

Some items, which are being introduced by hotels, include mirrors with televisions inside, high definition TV’s and even including more conveniently placed power points.

 

Whilst the idea of integrating new technology into hotels can help draw in a new range of customers it can come as a high cost for the hotel which will overall mean higher prices being set for rooms, which could lead to customers not being able to afford to stay.

 

One of the major downfalls of all this technology being brought into almost all hotels is that many businesses don’t know when to stop. How much technology is enough technology and how long until all human interaction is cut out of the process. Although small amounts of technology being introduced into hotels is good owners need to no when to stop.

 

Emily Maclean

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Creative ideas

Creative ideas | Hotel and Resort Operations | Scoop.it

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Katrina Welitschka's insight:

To create unique and exclusive experiences for customers can be very hard if you don’t have a creative mind. These hotels around the whole world generate unusual adventures for everyone who can afford the dollars. It is a pity that some of them are that expensive that most of the population would only be able to stay there a very short amount of time. If more entrepreneurs comes up with exceptional ideas, both the competition but also the market will be stronger and hopefully the prices will fall.

 

You can choose rainforests and open glass ceilings if you are a nature explorer who likes the light from stars and the smell of fresh rain, or if you like big powerful machines such as racing cars, aeroplanes and big ships there are hotels for that too.

 

It is great with imaginative ideas that will take the tourism industry to a new level, with a bigger spread for customers with different interests. To make your business conference more exciting or to bring your kids to a world of joy and energy – there is something for everyone.

 

- Katrina Welitschka

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