Headline: Customized Loyalty for Hotels

 

Summary: Many hotels are now being outpaced by other large companies in terms of customizing the experience on a consumer-by-consumer basis.  Such businesses use specific data collection techniques to generate a superior customer experience, heightening loyalty to the brand as well as triggering a new standard for expectations.  Properties need to tre...




Online Booking Engines Come of Age

I recall a conversation with an owner of a Relais & Chateau affiliated property in the early days of the Internet. He questioned the need for a web site and proclaimed to all, “no one I know will book my property over the Internet.”

The first Internet booking engines were somewhat crude, clunky and expensive. Moreover, hoteliers had to load room invento...




Four Examples of Service Excellence

Here are four examples of service above and beyond the ordinary. I present them here as “GOLD” award winners, something that all hoteliers can aspire to.

Hotel Im Palais Schwarzenberg, Vienna, Austria: Several years ago, I had the pleasure of spending several nights at this magnificent property. While the hotel is now closed, the service was of such a h...




A Survey Of How Early Career Business Travellers Select Their Hotels

A recently completed survey (Summer 2011) of hotel purchase behavior indicates some potentially troubling news for hoteliers. In particular, this research reveals a significant weakness in hotel brand recognition.

About the Survey

When I started my business career, travel arrangements were regimented.  All requests went through the office travel depar...




The Year Of The Tablet

Why it’s important to integrate computer tablets into your hotel operation

You know a lot about them. You might even have one. They’re popular for business and leisure and satisfy the trendy factor consumers seek, but are they right for your property? When it comes to tablets the answer is yes. The real question for most hoteliers is whether or not this...




Jump On and Off the Brand Bandwagon

It seems like the distant past, but every time I read an article in the press about hotel brands or branding, it reminds me of my old days in Procter & Gamble’s brand department. Yes, it was called the BRAND department, not advertising or marketing. Why? As BRAND managers, our responsibility was to manage the critical equity of the company — namely, its b...




Is It Time To Get Bullish On Meetings Business Again?

My favorite TV show, “Mad Men,” is back this month for Season 5. And, I was wondering, are groups flocking back on property as well? I get that feeling reading some excellent in-depth research done by Meetings Focus magazine. In a similar vein, Benchmark Hospitality International recently released optimistic meetings business predictions for 2012. I am ex...




Is Room Key the Game Changer We’ve Been Waiting For?

January 2012 has already been marked by the launch of what has been touted as the panacea for our industry – a rebuttal to the online travel agency onslaught that has so dramatically shifted the hospitality power structure. I am referring of course to Room Key, the new (supposed) OTA managed by the hotels.  My initial thoughts on www.roomkey.com(still con...




Marketing that Works: Five Examples of Excellence

With the planning season approaching, the hunt for new strategic initiatives is in full swing; ways to better revenue and market position undoubtedly at the top of the list. Taking stock from a few of my clients, here are five tenets that have proven successful, and may be applicable to your own programs.

1. Embrace Your Local Constituency

Built on a...




Did You Share The Love On Valentine’s Day?

Valentine’s Day is one of those commercial holidays you don’t find on any government-issued calendar. And yet… Do I even need to state its inherent value for hotels around this time of year?

A ‘blip’ on the winter cash flow radar, Valentine’s Day 2012 is right around the corner.  Every precocious marketer has no doubt initiated a plan months ago to guar...




Mini-Bar, Maxi-Profits

One aspect of a hotel room that definitely merits more discussion from a profitability and customer satisfaction standpoint is the minibar. Truth be told, I seldom use the minibar when I travel.  I like to eat out and experience the city that I’m in, plus there’s the stigma of having to pay exorbitant fees for staple goods.  All said, the minibar is one a...




The Butler Did It!

Unless you were born into royalty or lived abroad at some wealthy uncle’s residence, chances are you’ve had limited experience with the latest rapidly-growing luxury hotel service accoutrement – the butler. A recent article in the New York Times discussed several new concierge-style amenities, all designed to take the place of meager service components in...




Santa’s Wish List for Hotel General Managers

I shudder at the thought of seeing many of the GMs I know sitting on Santa’s knee. Yet, secretly, I know that each one of them has a wish list they would gladly share with Kris Kringle.  If I was a GM, here is what this list would probably look like. No shiny new bicycles here. Read on.

1. Smooth Over the Economy
All GMs like stability and predictabili...




Is Wine for Now or the Future?

Last week, we attended a port tasting. We were celebrating the life of a good friend with several outstanding vintages from his wine cellar. Unfortunately,he had passed away before having the pleasure of enjoying the finest of his treasures. The highlight of the evening was the 1960 Taylor’s Vintage (pictured), which kept its sprightly flavors despite its...




Marketable Tweetables: The Prospect for Hotel Marketing on Twitter for 2012

It was only a mere eight months ago that I was writing on ‘novel concepts’ such as how best to market a hotel on Twitter.  Well, it shocks me to say it, but Twitter is now a firmly ‘established’ entity in the online world and there’s nothing very avant-garde about it.  Much like Facebook fan pages, the fair share of hotels have an online presence here and...




The Seven Deadly Sins of Hotel Marketing

With budget planning just around the corner, it’s time for you to start thinking of how you are going to make this year different. Based on over thirty years experience helping various hotels around the world with their strategic planning needs, I believe that marketing is still an area for vast budgetary improvements. Here is my version of the ‘Seven Dea...




What’s Important to Today’s C-Suite Traveller

Beyond a quiet, comfortable night's sleep, what does the senior business executive traveler need? We asked this question to hundreds of CEOs, COOs, CFOs, CMOs and CIOs in a recent survey. The results are straightforward, and provide a heads up for any hotelier wishing to adequately cater to this demographic.

 

The Methodology

We used a mailed survey...




How Hotels Can Use Tablets

In case you haven't noticed, there's this great new piece of technology gaining massive acceptance, generically called the Tablet PC. Your guests will be arriving with them. Your competitors will be finding ways to use them. So what are you doing about it?

If you're not convinced that this new technology is important, consider this: Apple, the world's l...




Inn at a Glance Launches New Service Alert Feature

Version 2.5.3. has now officially launched, fit with the new Service Alerts feature, which gaurantees that managers are able to respond to guest requests and maintenance issues in the timeliest manner possible. This recent system enhancement provides the following user benefits:

  • Specific issues can be identified and brought to the attention of manage...



Double Deviations: Two Wrongs Never Makes a Right

(This article was authored by our President, Larry Mogelonsky, and published on eHotelier)

When does a service issue become an outright problem instead of just a temporary inconvenience? What is the "tipping point" that provokes a guest to write a comment in TripAdvisor, or worse, never return to your property? And, most importantly, once you find this...




How Fast Are You?

Good morning!

Check out the link to a brief article on 4hoteliers.com about the speed of your hotel services.  Although the piece is mainly about how best to handle initial sales, it does have inferences for once guests are on property.  It's critical that service is expedited so that the guest is satisfied as soon as possible.  Guests view a hasty resp...




When Should You Change Your Director of Marketing?

Larry, our President, has had another article published on eHotelier.com discussing what role a Director of Marketing should fill to properly develop a hotel's brand.  Follow the link to check it out!




Active Versus Reactive

Are you active in correcting service issues before they become problems, or do you simply react to what guests say about your hotel online? This debate over being active or reactive is the same ageless conundrum as foresight versus hindsight thinking. Obviously, everyone wants foresight, but knowing a specific means for this goal is not easy at all. Predi...




Do You Have a Crisis Communications Plan?

Larry is keeping his scribe duties in good form.  Check out his latest article on ehotelier.com.

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The pictures from Japan are utterly devastating. Destruction on an epic scale and the deaths of thousands of innocent people are hard to fully comprehend. My immediate thoughts go out to the families of loved ones who perished.

With this in mind, I...




Will Online Booking Sites Kill the Planning Committee?

Our President and Founder has been published on hotelinteractive.com again!  Read the transcript of the full article below.

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I remember the first time I was invited to an “Executive Planning Committee Meeting” at the Toronto Four Seasons in 1982. New to the business at the time, as the ad agency account executive, I was told this was quite the hon...




How Hotels Can Use FourSquare

Our Founder and President, Larry Mogelonsky has been published on hotelinteractive.com. Read the transcript of his article below:

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A question that should be on every hotelier’s agenda these days is: How do we use social media to reach our customers? Many companies already have a strong plan already in place for the big three: Facebook, Twitter an...




Hotel Industry Prospects for 2011

Stemming from a recent article, the San Diego Bayfront Hotel played host to an annual hospitality investment summit where industry leaders met to discuss present trends and how businesses will be affected by the current economic climate. Their conclusions are generally positive, but we have our own opinion on how that may fair for individual hotels.

All...




Our New Brochure!

Check out our new brochure for Inn at a Glance Version 2.  This two-page spread highlights all of the key features of our software, including the new manager-on-duty calendar optimization ability and all the upgrades to the room occupancy information displays.  View the PDF here or visit our main site.




Inn the News - Back in Western Hotelier

The Inn at a Glance™ Software Suite was featured again in the November/December 2010 issue of Western Hotelier, a Canadian magazine dedicated to hotel management. The editorial focused on our latest release of Version 2. It highlighted the ‘Executive Summary’ feature to view and manage multiple properties from a single dashboard as well as many of the cus...




Inn the News - Lodging Magazine

Inn at a Glance was presented in the November 2010 issue of Lodging Magazine  in their Innovation Showcase section. The article advocates Inn at a Glance as an easy-to-use dashboard connection and accommodation tool. Specifically, it highlights how Inn at a Glance can replace printed reports, reduce paperwork and improve communication between departments....




Why Do You Need Hotel Software?

Incorporating new software such as Inn at a Glance can seem like a daunting task and it is sometimes believed that such tools are only designed for the big names in the industry. However, there are two key advantages of these emerging technologies that will bring definitive value to a hotel or resort.

First, such consolidated web-based programs drastica...




Inn the News - Steve Leonard in Western Hotelier

Our appointment of Steve Leonard as Vice President of Sales was cited in the September/October 2010 issue of Western Hotelier, a Canadian magazine dedicated to hotel management. Steve brings with him 30 years of experience in the hospitality industry, most notably from his work as Director of Sales and Marketing at New York’s Hotel Pennsylvania. We have a...




Inn at a Glance - Inn the News

Our Version 2 release was picked up by O’Rourke Hospitality. Based in Newburyport, just north of Boston, O’Rourke is a hotel marketing firm whose clients include properties under the Marriot and Doubletree banners. Check out the article for more details!




Inn at a Glance - Inn the News

Our software recently made the headlines in Hotel News Resource. As a reputable hoteliers’ new service, the website highlighted Inn at a Glance’s benefits for customer service and the multi-property feature added as a part of the Version 2 Launch.

Our Version 2 launch was also picked up by the School of Hospitality and Tourism Management at Flordia Inte...




Inn at a Glance - Inn the News

Inn at a Glance has been featured on askmando.com, which is a subsidiary website operated by The Resort Trades. This prominent trade journal specializes in the Resort and Timeshare sales industry, while askmando.com is a community-based website and social media network for resort managers and suppliers. Check the links to see for yourself!
 




Version 2 Goes Gold

Inn at a Glance has officially launched the latest version of our web-based, hospitality management software. The new system incorporates our multi-property dashboard feature, allowing hoteliers to toggle between properties for instant comparisons.

Prominent additions also include the ‘Executive Summary’ function that compiles all daily updates for quic...




Inn at a Glance - Inn The News

Inn at a Glance is drawing a lot of media attention this month with featured articles in Canadian Lodging News, hotelinteractive.com and eHotelier.com.

Canadian Lodging News (www.can-lodgingnews.ca) is a leading business-oriented hospitality magazine and featured Inn at a Glance in their September issue.

Hotel Interactive (www.hotelinteractive.com) is...




Inn at a Glance Announces new Multi-Property Version

If you are an owner with more than one property, Inn at a Glance offers the ideal solution in hospitality management: the multi-property dashboard.

With Inn at a Glance, the multi-property owner simply toggles between properties, allowing for instant comparisons. This is particularly useful for the hotel operator that might have operations under more t...




Steve Leonard to Head Sales for Inn at a Glance

Inn at a Glance software has tapped the expertise of Steve Leonard, who will head up sales of this product. A 30-year hotel veteran, Steve has worked for several New York properties as Director of Sales and Marketing, and is well-known for his work with NYIAEE. Steve will work from his New Jersey office. For further information, contact steve@innataglance...




Inn at a Glance Demo Site

With the launch of Inn at a Glance hospitality dashboard software last week, we felt it important to build a site to demonstrate the critical components of the product.

The site, www.innataglance.com, not only allows for you to explore each of the sections of the site, but as well, order a 30 day no-obligation trial. A video demonstration was also devel...




Inn at a Glance to be Launched at HITEC

We will be launching our newest hospitality dashboard at the HITEC Show later this month in Orlando.

If you are interested in a demonstration either at the show, or online, please call us.




Inn at a Glance Just Launched

We are pleased to give a sneak preview of its newest product: Inn at a Glance www.innataglance.com. This management tool allows owners, general managers and team leaders access to most critical operating information on one single dashboard. Inn at a Glance can replace numerous different printed reports, reducing paperwork and improving inter-departmental...