RE: BITAC Buyers/ Suppliers Swap Relationship Building Strategies
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Great article that speaks volumes of truth and about what BITAC brings together in its unique way between hoteliers and suppliers.
Peter Schor
Posted by: Mr. Peter Schor
Email: pschor@dynamicresultsinc.com
3/3/2010
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Should Your Guest Have "Rights"?
What a great idea, creating 10 basic standards that all hotels and resorts should have been implementing since the start of time... Well almost. Why does the hotel industry need to invent another “gimmick” just to ensure customer loyalty and trust? Mr. Haussman has mentioned in his ‘best of’ reports, hotels already implementing these standards. How are these hotels creating greatness when most hotels are not? What I... what almost everyone knows is the standards that are offered to guests are greatly influenced by the standards offered employees by management. Here are my 10 Bill Of Rights: 1. Employees have the right to a quality of life standard.
2. Employees have the right to enjoy hotel benefits and other locations at a very reasonable cost, as long as the guest’s experience is not negatively impacted, and when it is, only those employees are disciplined.
3. Employees have the right to be able to come to work and use clean and well maintained rest rooms, locker rooms, eating areas, etc.
4. Employees have the right to work in facilities that are clean, with proper lighting, heating and plumbing.
5. Employees have the right to work in a healthy and positive work environment where management compliments good behavior and disciplines the undesirable.
6. Employees have the right to enjoy a well prepared and satisfying meal in the employee cafeteria.
7. Employees have the right to be safe and secure; reasonable measures taken to provide security for employees and their belongings.
8. Employees have the right to be treated with the utmost respect; management will be well-trained and will make every effort to respond to employee inquiries accurately and in a timely and courteous manner.
9. Employees have the right to offer solutions, improve customer service, develop a healthier work environment and be a part of the process of creating a better hotel industry.
10. Employees have the right to have all complaints properly addressed. A good faith effort will be made to promptly resolve all issues in accordance with generally accepted good hospitality practices and to the satisfaction of the employee, whenever possible.
Now, implement these standards and I am pretty sure your guest’s loyalty, trust and return business will flourish. Why continually take a car into the shop for repairs when instead, all that is needed is a driver’s training course. Thank you for your time.
Posted by: Mr. David Jones
Email: ibd14u@earthlink.net
2/26/2010
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Dropping Resort from the hotel name
I will never understand why any business would be afraid to say who they are. If you are a Resort Hotel say so. We have gotten to point where the mentality of "Price" is taking away from what we do in the Hospitality Industry as well as others.
Once you let yourself get hooked on speaking about how cheap you are, rather that who you are and what you provide, there is no escape from the price issue.
Regardless of the nature of your business, ask your self this question - what are the 3 reasons why someone should use your services - not including price, quality and service? The answer should give you a clue as to how to position yourself and end the concern about dropping "Resort" from your name. Keep the name and get the customer at the same time.
Posted by: Bernard Otis
Email: botis75@sbcglobal.net
2/24/2010
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RE: Groups Redefining Group Travel
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It's not so much of a "strategy", but a trend in the group travel industry. Group sizes have been getting smaller as the nature of group travel changes to more specialized, theme based travel. Gone are the days of load after load of uninformed tourists arriving at hotel doorsteps, busload after busload after busload. Search articles on www.leisuregrouptravel.com for more information on group travel trends.
Posted by: Mr. Jeff Gayduk
Email: jeff@ptmgroups.com
2/9/2010
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small independent properties
Is there any way you could do some focus articles on independents and what we think and face and how we service our guests...and how we survive?
Email: sheri@sedona.net
2/8/2010
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RE: Giving Back Means Getting Back
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Having worked with Cone Communications, the leading cause marketing agency, during my days as National Marketing Director of Whole Foods Market, I suggest to hotel managers to proceed with caution. Cause marketing can be tricky, particularly among a public that has grown jaded and cynical. Yes - many well-implemented cause marketing campaigns have led to a short-term increase in sales. But cause marketing does not automatically translate into bottom-line action, sustainable brand loyalty, and conversion. Being a "good neighbor" is good business - but it won't necessarily impact sales. Effective cause marketing requires: brand alignment, transparency, creativity, and tangibility.
Kirsten Osolind
President
RE:INVENTION
www.reinventioninc.com
2/1/2010
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RE: The Demand Game
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For all too many years, I have attended and participated in seminars where one of the most preached themes was to avoid indescriminate price discounting…..yet those very same corporate VIPS did exactly that at the first signs of drops in occupancy. The result has been a disaster for our industry.
As I suspected many of them haven't a clue as to what damage do to those who have to operate hotels for a livelihood, rather than shuffle papers and make speeches.
Posted by: Mr. Bernie Rubin , Mr - CHA
Email: BRubin3339@aol.com
1/28/2010
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As you stated Mr. Hausmann, “Because there are tons of smart people in this business that know better and can do better.” And you are absolutely correct; there is a lot of talent out there in the hotel industry.
But much of this talent is already overworked and underpaid, especially junior managers, who, as their idea comes into consciousness, so does the fact that how much more work will this project add to their workload, how many more hours, after his/her already 60 hours, will this idea cost them?
Even at my present place of work, I am getting brow beaten for suggesting new ideas and trying to improve the mediocre service and standards, and I’m just a line employee.
So I think one reason packages are stale and unchanged for the last 10 years is that nobody wants or has the free time to create and develop new and exciting ideas. AND of course God forbid asking the employees for ideas or creating an employee committee (with enthusiastic and dedicated employees who would love to volunteer) to come up, create and initiate packages, and even compensate those employees with a, lets say, 10% reward on every package sold. At a Resort in Queensland, Australia I worked, there was a customer service committee made up of volunteer employees and one manager who, every month came together to assist in solving and improving, not only guest satisfaction, but improve the work environment. For two years, there was a wait list to be on that committee and they came up with dozens of ideas to improve guest satisfaction, the work environment and ideas to save the company, one idea saving the resort $200,000 a year, without lowering any standards or procedures.
So, is it that there are just no better and more exciting ideas out there and they have all been exhausted, or is it that the employees who have new and exciting ideas are exhausted themselves?
Thank you very much for your time. David J ones
PS. Great picture.
Posted by: Mr. David Jones
Email: ibd14u@earthlink.net
1/22/2010
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RE: Dreaming of a Tech-Fueled Hotel Stay
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Thank you Glenn,
Thank you for your comments on iPod docking stations. Hotels that provide a device for iPod connectivity are opening themselves up to a potentially bad guest experience unless the sound quality is as good or better than they have at home. Saving $$ by selecting a system that performs poorly is actually a very costly mistake and can make an unfavorable impression on their guests. Choosing a system that provides premium performance will indeed make the experience a memorable one.
Posted by: Robert Wright
Email: robert_wright@bose.com
1/18/2010
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RE: Dreaming of a Tech-Fueled Hotel Stay
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Now you're talking. Let's get these rooms electronically up to date.
Posted by: Mr. William (Butch) E Crouse
Email: butch@indon.biz
1/15/2010
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