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Ways to welcome the whole family

September 4, 2014

Ways to welcome the whole family

With the hospitality industry experiencing resurgence, hotels can expect to see more guests – one type in particular. Children. That’s right, with infants, toddlers, teens and more adding their presence to your property, it’s time to prep rooms and programs for the onslaught, as Kimpton, Loews, and many others have now done.

For Infants and Toddlers:

  • Parents generally don’t want to snuggle baby (dangerously) into their bed, and they’re not likely to check-in with a crib in hand after traveling, so that means you need to have an alternative available upon request. Cribs are great, but if you’re working with a small space, play yards may be the way to go, as they can fold into a sleek, more compact form.
  • From the moment a baby becomes mobile, parent anxiety skyrockets. Ease parent’s minds and keep your little guests safer by preparing a ‘Safety Kit’, including outlet covers, nightlights, spout covers for the bathtub, and more.
  • Stock up on on-the-go items like strollers and car seats. If your venue can’t carry those items in-house, team up with a local business that does so you have a quick response when a parent asks.

For Older Kids:

  • For the walking, talking, more self-sufficient kids, invest in some rollaway beds. Depending on a child’s age and tendency to roll, some parents may be nervous about tucking their kids into a bed high off the ground. Rollaways are the solution.
  • Do you know any professional sitter services nearby? Pair up, hoteliers, because parents are on vacation, too, and they are sure to want a night or two out on the town.
  • Kids can be picky eaters, so make sure you have food options available to suit their selective palettes. Just be sure to keep it healthy to suit picky parents, as well.
  • How many times have you heard a kid say “I’m bored”? It’s your job to make sure there is plenty to keep those kiddies entertained. If your venue boasts a pool, you’re winning brownie points from the kids already, but don’t stop there. Consider organizing kid-friendly programs or renting out game consoles, board games and toys. Memories are made on family vacations, so make them fun.

How does your venue cater to the under 18 guest? Tell us in the comments!

Promoting health, wellness in hospitality

August 25, 2014

With the growing trend of health and wellness, travelers are now demanding more from their stay – from healthier food and spa treatments to meditation. Explore the latest wellness movements hitting the hospitality industry, and consider ways to make your business healthier.

Stressing the Physical Form. Though exercise isn’t exactly high on everyone’s list of ways to spend a vacation, a recent survey showed that 70% of travelers want a gym with both cardio machines and weights. Closely behind the fully equipped gym is a desire for more exercise options, according to the survey. Many hotels now offer fitness programs complete with a variety of class offerings – including dance-like exercises such as Zumba, indoor and outdoor yoga and meditation classes, and fitness boot camps. Don’t have the space for all that fitness? Not to worry. Many smaller venues partner with a nearby fitness center to meet the needs of their guests.

Back to Nature. If there is one word to sum up the health and wellness movement in 2014 it’s ‘natural’ – natural beauty, natural food, natural products. Delivering on the “less is more” appeal involves a closer look at your amenities. Reevaluate any scents and aromatherapy that don’t take an organic or natural approach. Do the same for food. There are a lot of terms being tossed out nowadays when it comes to eating – farm-to-table, organic, raw. Learn them, use them, and market them.

Ensure A Good Night’s Sleep. Hotels are improving guest health by changing the sleep game. No longer will guests fret over whether or not they’ll have a lumpy pillow or a bed with wonky springs. Now, finding the perfect pillow for guests is easy. For many hotels, promising sound sleep involves ambient sound machines, blackout shades, aromatherapy, and even chocolates and lighting that emit a dose of sleep-inducing melatonin.

We want to know – how is your venue attracting health conscious guests? Tell us in the comments!

Youth sports can mean big business in hospitality

July 22, 2014

Most hotels aren’t lucky enough to book only wealthy leisure travelers and repeat business people. Succeeding in hospitality typically means playing the field. In fact, the newest batch of desirable groups to book is youth sports teams. Check the scoreboard and you’ll find that U-18 sports teams represent a booming $7 billion dollar business. And this isn’t the only reason to be hospitable to junior athletes. Consider three other big reasons to make your pitch count.

1.) They Fill an Occupancy Gap

Business travelers, for the most part, travel on business days. If your venue is like many others, weekends often present an occupancy gap. Good thing youth sports teams typically hold their tournaments on the weekends, then. For one team alone that means roughly 20 athletes, plus family and coaches. And there’s how many of them in the tournament? Gap sealed.

2.) There’s No Slow Season

Another great reason to seek out U-18 sports teams? There’s no slow season. With so many mainstream sports, there’s literally a game (or three) for every season. Perpetual guests sounds nice, doesn’t it?

3.) It’s a Massive, and Growing, Industry

courtesy of ESPN

Do you know how many kids in America are really engaged in competitive sports? 21.5 million. Yes, that’s right – 21.5 million. And that number is expected to increase by 3%–5% annually. More kids playing means more tournaments, and more tournaments means more guests in your hotel.

There’s little to argue against embracing a troupe of little leaguers, but it is important that hoteliers understand this demographic does come with a learning curve. With parents coughing up big money to send their child into a sport tournament – just one of potentially many that year – they will be looking for a good deal. Whether that’s a group price cut, free continental breakfast or cost-free access to WiFi, the sweeter the deal the more likely you’ll be to snag the winning goal with youth sports teams.

Smells of success: Considering scent in hospitality

June 27, 2014

Smells of success: Considering scent in hospitality

Ever walk by a fast food place and get a sudden craving for a burger, even though you aren’t hungry? Consider the scent. How about your home goods store? Is it really that homey, or is it that familiar, comforting scent that warms you up?

Some of your favorite stores and even theme parks and sports arenas are using our olfactory system to sway brand image. It’s called scent marketing, and the hospitality industry is diving into the water headfirst. If you’re new to the term, this spicy Q and A will help you follow your nose.

What is scent marketing exactly?

Marketers have begun to think of scent marketing as the final frontier, in a sense. They’ve already mastered visual and auditory marketing, so scent is the next logical step. By combining science with business knowledge, companies can tailor a unique scent or series of scents designed to evoke a particular feeling that reinforces a positive brand image.

Why does it work?

It’s all very scientific. Our sense of smell is derived from our olfactory system. And the olfactory nerve lies very close to both the amygdala, the area of the brain which controls emotions and emotional memories, and the hippocampus, which is associated with memory. It all breaks down to this: a distinct scent makes for a stronger memory of the place where you smelled it.

How do hotels use scent marketing?

The amazing thing about scent marketing is its ability to create a lasting impression on a guest. Many hotels are crafting their own signature scent to use throughout their property – from candles in the lobby to room spray and toiletries to purchasable items available online or in a gift shop. The idea is that guests will associate their stay with that particular scent. Every time they smell it, they’ll think of that hotel fondly. To be clear, when it comes to scent marketing in the hospitality industry, the goal is not to make guests want to buy something that smells nice, but to form an emotional connection between scent and the memory of their visit.

How do you choose the right scent?

The key is putting serious thought into your particular brand. Where is your property located? What sort of vibe does it give off? Who is your primary audience? Do you want to promote a particular feeling? Determining what sets your venue apart and what your unique goals are will be the defining factor in choosing the “right” scents.

Who is using it?

This is a marketing tactic that isn’t limited to size or luxe level. Boutiques, major luxury lines, and teensy bed and breakfasts alike have all hopped on the wagon. These days, great smelling hotels are everywhere, so why shouldn’t yours be one of them?

Will you consider using scent marketing in your hotel? Tell us your thoughts on the tactic in the comments below!

Forecast calls for heat wave of guests

June 10, 2014

Forecast calls for heat wave of guests

It isn’t just the weather that’s heating up. The latest travel forecasts predict that millions of travelers will be hitting the road this season. In the U.S. alone, one industry analyst is expecting a whopping 5.8% increase in revenue per available room and a bump up in overall occupancy to 71.2%, a 1.8% increase compared to 2013.

What you need to know about your warm weather guests? Let’s zero in.

1.) Group travelers are on the rise

Many venues reported a rebound in convention and meeting business in the first quarter. With more and more businesses utilizing hotel centers, hotels can expect larger groups of guests at a time – this means higher occupancy, more regularly. And the best part? Sources expect the trend to continue.

2.) They are there for fun

Every hotelier loves a leisure traveler. These travelers are happy to be there, are hopeful and excited, and they tend to book longer stays. The good news is your favorite type of guest is expected to rise by 7% this year!

3.) Splurge is the word

Repeat after us, an improving economy equals bigger spending. It’s not just hopeful thinking. A recent survey revealed that 36% of polled participants plan to spend more on their summer vacation this year. It’s time to stock up the gift shops and eateries with summertime favorites.

4.) They want to be outdoors

After a serious winter chock full of polar vortexes and severe weather, guests are ready to escape out into the world. Leisure guests, in particular, will be looking for something to do al fresco this season, so freshen up that outdoor equipment. Whether that means organizing outdoor activities on your property’s grounds or partnering up with local businesses that provide bike rentals or adventure trips is up to you, but rest assured, those who give their guests something to get excited about will reap the rewards.

Now that you know what to expect from the season, all that’s left to do is prepare, sit back and enjoy the heat wave of guests. With some hard work and planning, perhaps this year truly will be the summer to remember.

Train your eye to avoid hospitality mistakes

June 2, 2014

Train your eye to avoid hospitality mistakes

Let’s be honest. Sometimes, in hospitality, mistakes are simply unavoidable. Even the most well reviewed hotels have their share of slip-ups. However, as we all know, more mistakes means less satisfied guests, which ultimately leads to fewer bookings. So, it’s important to prevent every mistake you can.

For starters, you can’t afford to ignore your online reputation. We exist in the world of click and choose information, and prospective guests are checking out your hotel online before booking. Anything and everything – the good, the bad and the ugly – will be available to them with the click of a mouse. So do not ignore what’s being said about your venue online. On a regular basis, designate time to research your online reputation.

You can’t stop the negative from coming out, but you can choose how to react to it. Positive verbal responses and physical actions taken to resolve an issue go a long way in convincing a former unhappy guest to give the venue another shot. Another good option is to outweigh the bad with the good. Increase your social presence. Fill it with new, exciting content and photos. In short, create an online presence that will instantly get people eager to stay at your venue.

Don’t forget that, for most guests, the most important hotel quality is cleanliness. Dingy bathrooms, poorly made beds, housekeepers ignoring ‘do not disturb’ signs are all bad for business. These mistakes will destroy your reputation, and ignoring cleanliness to save a buck now will end up chewing up your profits later. Your guests are paying top dollar for their home-away-from-home, and they expect it to be treated as such. Sloppy housekeeping and rude maids are a sure way to upset patrons. Be sure to enforce the rules and do regular checks to make sure no slack is catching in the line. Your quarterly report will thank you.

Would you tell any stranger on the street your home address? Of course not. So, would your guests be comfortable with the front desk loudly announcing what room they’re staying in upon check-in? Or worse, handing out their room number to anybody who calls asking? It’s your job to make your guests feel safe and comfortable under your roof, and your job to train your staff to use discretion.

Quite a few hospitality mistakes boil down simply to paying attention to details. Just by keeping a more watchful eye on your venue and staff, you’ll be cutting out reputation-killing mistakes without even trying.

What other common hospitality mistakes would you like to see addressed? Tell us in the comments section below!

Be in good taste when breakfast is served

April 30, 2014

Be in good taste when breakfast is served

You’ve heard it time and time again – breakfast is the most important meal of the day. Whether you personally believe this or not, your guests are hungry and they want to wake up with a satisfying breakfast. While the complimentary selection is the most popular, the paid variety is just as important when it comes to staying on trend and in good taste. So what’s on the menu this year? Just see our guide below for some insider insight.

  1. Get Exotic
    Ethnic food is having a moment this year. Why not embrace food items such as Latin-inspired breakfast burritos and wraps? If you want to branch beyond that, by all means feel free to delve into other cultures.
  2. Baked Good-ness
    What’s an easier grab-n-go meal than baked goods and a good cup of coffee? Nothing. Well, nothing as satisfying at least. From pastries to biscuits to toasty breakfast sandwiches, these foods are a popular item for their portability and hominess.
  3. Upgrade the Continental
    Say so long to runny eggs and stale bagels. Don’t nix your hot items – they’re a popular choice, but consider the addition of mix-ins, such as shredded cheese, diced ham and spinach to add some flair and flavor. Also, don’t forget the healthy options such as Greek yogurt with a variety of topping options, such as dried fruits, seeds, and nuts. You have to remember that nearly every guest that passes under your roof will take advantage of a free continental breakfast, and more importantly, it’s the last taste guests will have before checking out, so make it a good one.
  4. A Focus on Local
    If your property provides a continental service, this may not be the most economical option for you, but hotels that provide a paid breakfast service have the choice of being able to source locally grown and produced foods. In a society full of foodies and sustainable trends, offering local products rings bells for a lot of guests and it is a good way to support the community that supports you.

Voila! Just like that you have the makings for an incredible breakfast, and a plan to ensure your guests start the day off right and leave with a good taste in their mouths.

The Hotelier’s Guide to Guest Satisfaction

March 25, 2014

The Hotelier’s Guide to Guest Satisfaction

Guest satisfaction. As a hotelier or hospitality professional, you know that this is the pillar of a successful business. Every hotel strives to meet guest demands and desires, but it’s not always easy to decipher what they’re asking for. This quick guide helps explain some of the biggest must-haves (and must-not’s) for happy guests in 2014.

Yes, Please Do.

Wi-Fi – It’s a digital world. Therefore, Wi-Fi remains the number one guest request. According to recent polls, 89% of hotel guests expect free Wi-Fi, with only 11% reporting that paid access to the Internet is an acceptable cost.

Free Stuff – Ok, we know this is a little vague, but that’s on purpose. Think about it, breakfast is good, but free breakfast is just so much tastier, isn’t it? The same goes for parking, personal care items, and a bottle or two of complimentary water in-room. Basically, hotel guests want as many freebies as possible – but they don’t necessarily care what those freebies are.

A High-End Coffee Maker – In order to get down to the lobby for that free breakfast, you have to have something to get you out of bed. Cue the coffee maker! You don’t need to put out $10 for an ounce beans, but guests expect a decent cup of coffee, and they don’t want to have to buy it at your hotel restaurant.

Seasonal Activities & Experiences – The experiences a hotel can offer are the difference between a pleasant stay, and a memorable vacation. You want to aim for the latter of the two. That doesn’t mean you have to prepare elaborate vacation packages, but with summer right around the bend, it shouldn’t be too difficult to add some outdoor activities and adventures. Venues with plentiful outdoor space could add outdoor fire pits or grills, outdoor yoga, or a free-view movie on the lawn.

No, Thank You.

Over Sharing – Loudly announcing your guests’ room numbers and billing can make guests feel vulnerable and uncomfortable. They do not want the entire lobby knowing what room they’re staying in. The same goes for check out. Use discretion when reviewing bill details and amounts. Your guests will appreciate the privacy.

Dim Lighting – Don’t try to play it off as ‘mood lighting’. Guests want to be able to read easily, navigate their messy room littered with luggage and, you know, see their face in the mirror. Besides, dull light bulbs make rooms look dingy, and your guests may wonder if the darkness is hiding dusty furniture.

Tip Envelopes – Your staff works hard and they deserve to be compensated. However, the tip envelope is a slippery slope. To some, asking for a tip looks tacky. Guests that have already spent a small fortune on vacation may feel guilty if they can’t afford a few extra bucks, which can leave a bad taste in their mouth come checkout time.

We hope these tips help you increase your guests’ delight. What else would you add to this list? Use the comment box below to share your thoughts.

Offer a great, affordable Valentine’s Day Package

February 5, 2014

Offer a great, affordable Valentine’s Day Package

With so many couples looking for a romantic weekend getaway, every hotel is upping their game to lure them in. What’s your plan?

On a grand scale, one growing Valentine trend in hospitality is luxury vacation packages. A Fort Lauderdale hotel offers a $13,000 package that includes a night on a private chartered yacht. Another south Florida hotel has put together a package that includes round-trip helicopter transportation, a Ferrari California loaner car, a seaplane tour, a helicopter tour, and a cruise, all for the cost of $55,000!

Some V-Day packages are even more extravagant. No time to pick out a ring? No problem, just roll it into the cost of your Valentine’s Day hotel package. These are no small baubles either – one D.C. hotel’s engagement ring boasts a whopping 5.01-karat diamond!

If you feel like keeping a stock of diamonds on hand for your soon-to-be-newlyweds, more power to you. In the midst of the madness over Valentine’s Day, we find ourselves reminiscing on an old saying, “You can’t buy love.” Instead of sending your guests out of your hotel in search of luxury, why not invite them in? Here are a few ideas to consider:

  • Stock up on some champagne and chocolates for your guests or create a romantic menu and ambiance
  • Create a package of scented soaps and massage oils to give your Valentine’s couples a romantic gift that won’t require a security team
  • Make sure you supply luxury linens to help your guests feel like they’re truly on the perfect vacation – this could make the decision to check out in search of more luxurious digs a lot more difficult.

Although shiny gemstones and decadent luxury are certainly awe-inspiring, when you’re in love simple is just as beautiful. Make your property a Valentine’s Day destination.

Picturing more guests

January 21, 2014

A savvy Instagram plan can mean more hotel business

Are you a user of Pinterest or Instagram? Chances are you have at least heard of these popular social media platforms. It’s also likely that you’ll be hearing much more because, in hospitality, Pinterest and Instagram could lead to thousands of new guests.

For the most part, users of Pinterest and Instagram share and tag photos. In the hotel industry, photo sharing social channels are trending and experts don’t anticipate that to change any time soon. In fact, experts from both Conde Nast Traveler and Cox & Kings predict that geolocating mediums, such as Instagram, will play an increasingly larger role in 2014.

One Sydney hotel, the 1888, has already banked on this idea and has even claimed the title as the first “Instagram Hotel.” In fact, the hotel recently offered a free night stay to any Instagram user with over 10,000 connections. Why would its leaders make such an offer? When you have a guest snapping photos of his or her hotel stay to a network of 10,000+ people instantly, you are gaining some serious exposure.

If you are curious how social media could help your business, there are many how-to strategies on the Web. The tips below are excerpted from a best-practice guide to getting the most out of your Pinterest and Instagram efforts.

  1. Use your brand logo as your profile picture. Be sure it’s the same logo that is being used on other social platforms – cohesion presents a more organized, professional decorum and means less confusion for consumers.
  2. Give potential guests a sneak peek of your hotel. Take photos of different types of rooms and any sort of specialty accommodations or amenities. This satisfies consumer curiosity about what they have to look forward to if they choose to book a room.
  3. Go beyond your building. Make boards or posts about activities on your grounds or nearby. Highlight unique events, destinations or landmarks in the surrounding city or town.
  4. People love food. Consider dedicating a picture board to the food you’re known for. Get your audience hungry to plan a visit.

While it may take some time to see the fruits of your labor, a dedicated effort and careful monitoring can lead to an expansive audience and more guests at your doorstep.

Using the box below, tell us if your business has benefitted from a specific social media strategy.