Slapped at the Hotel Front Desk

Leadership Freak

The elusiveness of humility slapped me in the face while I stood at the hotel’s front desk this morning. I left my key in the room. I’ve done it so often that I’m… Continue reading → Anger Humility arrogance Leadership Development

Hotels 150

Benefits of Outsourcing Staff Services and Platforms in the Hotel Industry

Strategy Driven

Hotel business owners must find the best candidates for the various roles in a hotel. The trends in the hotel sector are evolving. A hotel strategy should be synced with modern-day needs, ranging from the increase in costs to customer demand and expectations.


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Tips on hotel marketing 2019 (including email marketing)

Strategy Driven

Promoting your hotel to your target audience, increasing occupancy rates and online bookings, maximising your ROI and engaging with guests can often be an overwhelming task. Smaller hotels however, usually rely on one or two individuals to organise all their hotel’s marketing strategies.

Lessons from the Missing Hotel Room

Kevin Eikenberry

A major hotel mishap in Atlanta for me, equals a major leadership lesson for you. The post Lessons from the Missing Hotel Room appeared first on Kevin Eikenberry on Leadership & Learning. Check it out below! Tweet it out: Customer satisfaction can be increased with great service recovery. KevinEikenberry From This Episode: Learn more about and sign up for our free video leadership program, 13 Days to Remarkable Leadership, here.

Hotels 100

HP Headed to Hotel California?

Women on Business

HP has made some controversial decisions lately, but is Meg Whitman a great strategic move or the kiss of death for this once great tech company? HP announced Whitman’s appointment on September 22, 2011 but given the public comments, customers seem to think it’s a bad choice. It’s my stance that HP usually leaps before it looks and I am not sure that I am sold on Whitman as the new CEO. So let’s look. at some of their past strategy choices and follow the yellow brick road.

Hotels 133

“What’s Will the Customer Want Tomorrow?” – Oh for the Prescience of Concierge M. Gustave of the Grand Budapest Hotel

First Friday Book Synopsis

I skate to where the puck is going to be, not where it has been. Wayne Gretzky M. Gustave is a didact of high-level service, schooling young Zero Moustafa in the art of understanding what a guest wants, and getting it to the guest, before the guest has even thought of it. The Grand Budapest […]. Randy''s blog entries

Starting a Hotel Business: A Guide

Strategy Driven

Starting and managing a hotel is a complex task which is not suited to every entrepreneur, but for some, it can be a lucrative and rewarding project with the opportunity for creativity alongside hospitality. A hotel business can be a stand-alone luxury villa, cottage or house, a large building with multiple rooms up to something more like a skyscraper with hundreds if not thousands of rooms. Is the hotel business right for you? How much does it cost to start a hotel business?

1969 - "Hotel California" Conjures Up a Miracle Year

Building Personal Strength

Monday, February 14, 2011 1969 - "Hotel California" Conjures Up a Miracle Year The Grammy Awards were last night. Real music like this 1977 Grammy Record of the Year award-winner: "Hotel California," performed by the Eagles, written by Don Felder, Don Henley and Glenn Frey. Here are the lyrics to "Hotel California" (YT video and soundtrack below). Hotel California is one of my all-time favorite songs.

4 Tips To Running A Successful Hotel

Strategy Driven

A hotel can offer a lucrative and rewarding business venture, but it is crucial that you take the right steps to ensure that your business grows and becomes a success. With this in mind, here are four tips to running a successful hotel. The location of your hotel will have a significant impact on its success. Typically, hotels in busy city centers or near major transport hubs tend to get the most business. Keep in mind that customer reviews can make or break a hotel.

Under-the-Radar Companies, including OYO Hotels, Carbon Engineering, Whim, and more!

Harvard Business

Youngme, Felix, and Mihir discuss some of the under-the-radar companies that they think people should be paying more attention to. Competition Disruptive innovation Technology Audio

How Our Hotel Chain Uses Data to Find Problems and Humans to Fix Them

Harvard Business

At Dorchester Collection of ultra-luxury hotels, we use big data and analytics to help us improve our guest offerings and marketing. For instance, last year Metis looked at customer sentiment about Parisian luxury hotels. Metis discovered that guests had little loyalty to ours — Le Meurice and Hotel Plaza Athénée — or to our competitors’ hotels. According to Metis’ analysis, guests view Paris’s 5-star hotels as interchangeable.

Steve Yastrow: An interview by Bob Morris

First Friday Book Synopsis

Bob''s blog entries a consulting firm which has served such clients as McDonald''s Corporation Agilent Technologies Albert Einstein Brand Harmony Brilliant Mistakes Brooke Manville Cold Stone Creamery Ditch the Pitch: The Art of Improvised Persuasion Great Clips for Hair Hyatt Hotels & Resorts J.L. Steve Yastrow is the author of three books: Ditch the Pitch: The Art of Improvised Persuasion, We: The Ideal Customer Relationship, and Brand Harmony.

Lifestyle Brands Are Building Hotels Now. Here’s Why That Actually Makes Sense.

Harvard Business

So allow me to suggest one radical idea: If you want to build a lifestyle brand, no matter the industry you’re in, consider building a hotel. ” It seems the innovative footwear company, based in Spain, decided that one way to deepen ties to its fashion-conscious customers was to build hotels, first in Barcelona, then in Berlin, whose look and experience would echo the brand’s attributes. Barry Winiker/Getty Images.

How to Stay in Premium Hotels Without Blowing Your Expense Account

Harvard Business

Booking a hotel for business travel poses a quandary for many of us. The key is to remember that hotels – as well as most companies – offer what I call “backdoor” discounts. In the hotel industry, two popular hurdles are selling packages and employing uncertainty. It’s commonly believed within the hotel industry that business travelers will pay more than leisure vacationers. The critical missing information is the hotel name.

How Our Hotel Used Data to Make Our Laundry Service Glamorous

Harvard Business

In early 2016 some numbers surfaced at a few of the Dorchester Collection’s luxury hotels that caught leadership’s attention: Complaints about our laundry service were on the rise, as was the cost of compensating guests for damage to their clothes. One hotel had to replace a fabulously expensive Givenchy evening gown. In another hotel there were 55 laundry-related complaints in January 2016 alone.

Case Study: Should a Hotel Giant Eliminate Some Brands and Refocus?

Harvard Business

As the longtime CEO of Otto Hotels & Resorts, now the second-largest lodging company in the world, he’d packed for hundreds of work trips before, but suits were his go-to. Otto had just finished a $9 billion acquisition of Beekman Hotels, which meant it now had nearly 4,800 hotels and just over a million rooms in 100 countries. “We need a brand architecture that isn’t confusing to customers, hotel owners, or even our own employees,” said Anita.

Pay It Forward

Joseph Lalonde

His band, The American Hotel System, won the opportunity to open for Bon Jovi. After our Easter Sunday church service, I had the opportunity to talk to a young man I’ve had a few conversations with. I wanted to touch base with him because of something exciting that had happened to him.

Hotels 250

A Lesson in Valuing People

Michael Lee Stallard

Ratan Tata, head of the Tata Group of companies, showed he valued employees and their families as human beings following a terrorist attack on the Tata-owned Taj Mahal Palace and Tower Hotel in Mumbai, India on November 26, 2008, six years ago this week. human value leadership connection culture Crisis Human Value india Leaders in Crisis Mumbai November 26 2008 Ratan Tata Taj Mahal Palace and Tower Hotel Tata Group Values

Hotels 218

Holiday Travel Brands

Coaching Tip

time market research survey platform—Marriott Hotels. AIRBNB LAGS BEHIND MAJOR HOTEL CHAINS ON . hotel chain/Airbnb] for holiday travel to a friend or. Communication Current Affairs Memes Personal Life Travel What is air travel American Facebook Instagram JETBLUE market research Marriott Hotels Southwest Airlines VIRGIN AMERICA YouTubeAccording to the Holiday Travel Habits National. Survey — a survey of 1,000 American consumers by.

War Off Drugs Presentation Given To Dallas High Noon Club

First Friday Book Synopsis

One of our Creative Communication Network speakers, Carmen Coreas, presented her program to the Dallas High Noon Club on Thursday, May 5 at the Love Field Doubletree Hilton hotel. Karl's blog entries Carmen Coreas Creative Communication Network Dallas High Noon Club Doubletree Hilton Hotel Eastern societies energy drinks Karl Krayer Love Field prescription drugs Steve Gooch War Off Drugs

Books 70

Hot Desking, Dedicated Desks And Coworking Spaces – What You Need To Know

Strategy Driven

Managing Your People business management coworking space dedicated desk Entrepreneurship Hot Desking hotelling managing your business managing your people strategydriven

Watch a Podcast of Our Program on Campaign Communication

First Friday Book Synopsis

Karl's blog entries Uncategorized High Noon Club High Noon Club of Dallas Karl Krayer Love Field Doubletree Hotel Political Communication Randy Mayeux Steve GoochClick HERE or on the link below to watch a podcast of the program I did on Thursday with Randy Mayeux at the High Noon Club of Dallas. The topic was “Did You Hear What You Thought You Heard? Making Sense Out of What Candidates Say and Mean in Political Campaigns.” ”

Books 70

Hot Desking, Dedicated Desks And Coworking Spaces – What You Need To Know

Strategy Driven

Entrepreneurship Managing Your Business Managing Your People coworking space dedicated desk Hot Desking hotelling managing your business strategydrivenIf joining a coworking space, one can get lost in a maze of spaces, each offering similar amenities but also being very different in culture and attitude. In New Zealand’s coworking landscape, you can find a mash-up of spaces, but choosing one depends on the fit of your business.

Sears & Rock Music & Hollywood and Blackberry & (“Old”) Malls are in Trouble — A Few Observations at the End of 2011

First Friday Book Synopsis

Randy's blog entries BlackBerry change Gaylord Texan Hollywood Malls Montgomery Ward new year Rock Music Sears Shamrock Hotel(Personal note – call this a bit of a rambling reflection on the close of 2011. This is just me, kind of thinking out loud). I went to a couple of movies this week. That should not be a big deal to note – but, you see, I haven’t been to many movies for quite [.].

Books 77

Kill the Company: A book review by Bob Morris

First Friday Book Synopsis

Kill the Company: End the Status Quo, Start an Innovation Revolution Lisa Bodell Bibliomotion (2013) How to envision the future you want to create, make the necessary connections, and meanwhile engage in assumption reversal Obviously, it would be idiotic to kill an entire company or eliminate all of its status quo. If Lisa Bodell knows […].

Leading the Starbucks Way: A book review by Bob Morris

First Friday Book Synopsis

Michelli Leading the Starbucks Way: 5 Principles for Connecting with Your Customers [comma] Your Products [comma] and Your People McGraw-Hill The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary When Fish Fly: Lessons For Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market

How Smart Business Travelers Get More from Hotels

Harvard Business Review

Many business travelers loathe business travel, and for the most part, the hotels they’re staying in are not helping. A 2012 Carlson Wagonlit Travel survey of 6,000 business travelers reported that hotels were responsible for four of the top 10 stress-producers among corporate road warriors. However, hotels can do a lot to reduce your stress and make your trip more pleasant and productive — if you know how to get the most out of your stay.

The Hot Iron Effect: How to Learn From Negative Experience

Leadership Freak

Melted synthetics cling to the bottom of some hotel irons. When the iron gets hot, the residue stains your clothes. I learned this the hard way.

Hotels 203

The New Gold Standard: A book review by Bob Morris

First Friday Book Synopsis

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Joseph A. Michelli McGraw-Hill (2008) Those who have stayed at a Ritz-Carlton hotel or have attended an event held at one can personally attest to the validity of its reputation for superior service in all respects. [.]. Michelli McGraw-Hill superior service in all respects The New Gold Standard the Ritz-Carlton Hotel Company

The Dumpster Effect

Let's Grow Leaders

My husband and I approached the hotel for a wedding. We were staying on premium points (read that, free) for which I’m grateful, so I won’t disclose the hotel brand. Right beside the dumpsters were several tables set up for a “recognition” luncheon for hotel staff. [.] Parking was tight so we turned the corner. The post The Dumpster Effect appeared first on Let's Grow Leaders.

Hotels 289

Hospitality Expectations

Strategy Driven

For example, a hotel can be open, but it needs cleaning, food and maintenance services, as well as on-point customer service. While hotels used to be almost entirely focused on the on-site guest experience, they are increasingly realizing that the visitor journey begins far before check-in.

Hotels 101

The Zappos Experience: A book review by Bob Morris

First Friday Book Synopsis

Michelli McGraw-Hill Pike Place Fish Market Ritz-Carlton Hotel Company Starbucks The Zappos Experience: 5 Principles to Inspire Tony Hsieh (“Shay”) UCLA Health SystemThe Zappos Experience: 5 Principles to Inspire, Engage, and WOW Joseph A. Michelli McGraw-Hill (2011) Happiness should – and CAN – be an experience shared by everyone involved I have read and reviewed all of Joseph A. Michelli’s previous books and consider each a unique and brilliant achievement.

Chip R. Bell: Part 1 of an interview by Bob Morris

First Friday Book Synopsis

The author of nineteen books, Chip Bell‘s newest book (written with Marshall Goldsmith) is Managers As Mentors: Building Partnerships for Learning. He is also the author of Wired and Dangerous (with John Patterson) and Managing Knock Your Socks Off Service (with Ron Zemke). He has served as consultant, trainer, or speaker to such major organizations […].

Books 73

Hiring Trends: Make Sure You Aren’t Behind the Times

First Friday Book Synopsis

Bob's blog entries Four Seasons Hotels and Resorts chain Hiring Trends: Make Sure You Aren't Behind the Times Isadore Sharp Kate Benson MediaTec Talent Management magazine Chief Learning Officer magazine What’s In: Attitude What’s In: Dialogue What’s In: Vision What’s Out: Ego What’s Out: History What’s Out: MonologueHere is an excerpt from an article written by Kate Benson, featured by Talent Management magazine at its website.

Catalyst 2019 Live Blogging Of Horst Schulze

Joseph Lalonde

Horst is a legend in the hotel leadership world. He’s one of the founding members of the Ritz Carlton Hotel Company. Catalyst Atlanta Live Blogging. Today, I’m live blogging from Catalyst Atlanta at North Point Church. These posts will be rough notes from the conference. This session’s speaker is Horst Schulze. The subject of excellence is what Horst will […] The post Catalyst 2019 Live Blogging Of Horst Schulze appeared first on Joseph Lalonde.

Blog 121

Learning from Steve Jobs: How to lead with purpose

First Friday Book Synopsis

Bob's blog entries Apple is fine example of a purposeful organization CNN online Employees First [comma] Customers Second HCL Technologies how to deliver a superior guest experience Lead With Purpose: Giving Your Organization a Reason to Believe in Itself Lead Your Boss Learning from Steve Jobs: How to lead with purpose Roger Webb The AMA Handbook of Leadership the Ritz-Carlton hotel chain the University of Central Oklahoma Vineet Nayar

Lessons from the Simmons Leadership Conference

First Friday Book Synopsis

Here is an excerpt from an article contributed by Liz O’Donnell, founder and creator of the website, to The Glass Hammer, an online community designed for women executives in financial services, law and business. Visit us daily to discover issues that matter, share experiences, and plan networking, your career and your life.” To read [.].

Emotional Equations: A book review by Bob Morris

First Friday Book Synopsis

Emotional Equations: Simple Truths for Creating Happiness + Success Chip Conley Free Press/A Division of Simon & Schuster (2012) An “operating manual” from an “emotional concierge” for those who seek meaning in life on the other side of complexity I have read and reviewed Chip Conley’s previous books and with all due respect to them, [.].

"Nonsmoking" Hotel Rooms Aren't Really Free of Smoke

Harvard Business Review

"Nonsmoking" rooms In hotels that allow smoking elsewhere had up to nearly 5 times the tobacco-related air pollutants as accommodations in smoke-free hotels, according to a study of 40 hotels led by Georg E. In some cases, traces of nicotine in nonsmokers'' urine was more than twice as high for those who had stayed in nonsmoking rooms, as opposed to smoke-free hotels, The New York Times says in a report in the study

When Values Are Strategic: A book review by Bob Morris

First Friday Book Synopsis

When Values Are Strategic: How the Basic Values of Procter & Gamble Transformed Leadership at Fortune 500 Companies Rick Tocqigny with Andy Butcher and the P&G Alumni Network FT Press/A Pearson Imprint (2012) A brilliant examination of the power and impact of core values that can transform individuals as well as organizations With regard to [.].

Prescription for Excellence: A book review by Bob Morris

First Friday Book Synopsis

Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System Joseph A. Michelli McGraw-Hill (2011) A vigorous and comprehensive analysis of UCLA Health System As indicated in previously published books, Joseph A. Michelli is attracted to and fascinated by organizational excellence. He has an almost (not quite) insatiable curiosity to [.].

7 Ways to Choose Your Failures Carefully

Leadership Freak

The hotel staff didn’t complain but they were visibly upset. What happened next is a lesson in choosing your failures. A lousy customer: A guest at a nearby table insulted the staff. Even… Continue reading → Leading

Hotels 120

Leadership and The Attitude Contagion | You're Not the Boss of Me

You're Not the Boss of Me

You’re Not the Boss of Me Skip to content Home About Me About This Blog ← My Next Beginning…A Reflection on Change Asking for Help → August 16, 2010 · 12:36 am ↓ Jump to Comments Leadership and The Attitude Contagion During my active career, I used to spend a lot of time travelling for business so hotel stays for me became somewhat commonplace. And, I experienced a variety of attitudes from hotel staff as well.