Walking after Midnight: How to Avoid Being Relocated from Your Hotel.

Summary

This article discusses the inconvenience or having to relocate. First, it explains exactly what a relocate is. Basically if you show up too late and the hotel is fully booked, you’re out of luck they already gave your room away, even if your reservation was guaranteed. The author, being a hotelier gives some useful tips of how to avoid a relocation and how to handle it if it happens to you. His first tip is to arrive early. They can’t give away your room if you’re standing right there. It would be nice to always be able to arrive early but sometimes that is not an option. His second tip is to book a more expensive room, if you can afford it. He says that the higher the rate you paid, the less likely you are to be relocated. Also, hotels are more loyal to loyalty club members and frequent guests so they are more likely to hold a room if you are on the loyalty list. If you’re not, you might be out of luck. Always check your confirmations and dates to make sure you have not accidentally booked for the wrong time. Finally he talks about what to do if for some reason you are located. The hotels pay the difference in the rooms and for transportation to the other hotel. To save money and to get your business back they are going to try to relocate you to an inferior hotel. Don’t let this happen to you. Since they’re paying insist on a nicer room! His last tip is to be firm but pleasant. Most of the time it is not the desk agents fault that you are being relocated. Stay polite, but firm to make sure you are getting what you deserve.

Reflection

As someone who travels fairly often I can see how relocation would be a huge annoyance. I have also worked in the service industry since I was 18 so I also see the other side that it usually isn’t the service agents fault. Whenever I have issues with a restaurant or hotel I try not to take it out on the server or front desk agent because I know they’ve probably been dealing with nagging people all day. I think the tips the author gave about how to avoid a relocation were helpful and his tips for how to handle it if it does happen were really good. Since the relocation is probably the fault of the hotel, I would not be happy if they tried to relocate me to a lower budget hotel. I liked what he said about being firm but polite. Insist that you get what you deserve without being rude. I think this is definitely the way to get what you want. Also, joining a loyalty program is a good way to make sure you are getting the best customer service. By being a member you can improve your chances of guaranteeing a room, along with receiving other benefits from the hotel. Usually these programs are really easy to sign up for and provide good benefits to the guest. Overall I thought this article brought up some good points and gave good tips on how to handle this inconvenient situation.

Craig, Daniel Edward. “Walking After Midnight: How to Avoid Being Relocated From Your Hotel.” 4 hoteliers. http://www.4hoteliers.com/4hots_fshw.php?mwi=5504

Flexible Work Hours, Even for Hourly Employees

Summary

This article discusses how flexible work schedules can benefit a business, not only for upper management but for hourly employees as well. Businesses are providing more flexible work hours for all employees because research shows that if employees are happy they are more productive and customers are happy. Several big businesses have proved this theory to be successful. Some corporations who have allowed more flexible schedules are Marriott, Procter and Gamble, and PNC Financial. Offering this as a perk will help companies get more qualified employees and retain their best performers. By realizing that all employees have real life conflicts and by allowing them to go to school and work or raise a family and work they will keep employees who like working for them. Allowing flexible schedules has also shown an increase in productivity. Best Buy, British Telecom, and Dow Chemicals have all shown that their teleworkers are 35 to 40 percent more productive than the office workers who do the same job. Teleworkers working from home are able to be flexible in their hours and environment and therefore can get more work done.

Reflection

I really liked this article. Being a full time student it is hard to find a company that is willing to work with your schedule. I think if more businesses started promoting flexible schedules they would get employees to be more willing to work. Personally, if I have to be at work at 7 am I’m not going to be as friendly or productive as I would be at 10 or 11 am. If an employer would allow me to come in at a time I preferred and just stay a little later I would be happier and therefore probably better at my job. I also think this trend of working from home is so great. It allows people to still have a career and raise a family. I think people who work from home probably enjoy their job more than if they were sitting in an office and can definitely do the same work. Overall I absolutely agree that more businesses should offer flexible schedules for all employees. It has clearly proven to be beneficial to the employees as well as to the business.

Harnish, Tom. "Flexible Work Hours, Even for Hourly Employees." ehotelier.com http://ehotelier.com/hospitality-news/item.php?id=A20608_0_11_0_M

Marriott on Track to Reduce Greenhouse Gases by 1 Million Tons over 10 Years - 2000 to 2010

Summary

From 2000 to 2010 Marriott made it its mission to reduce Greenhouse Gases by one million tons. In order to achieve this goal Marriott supported several “green” programs and implemented some of their own. Marriott partnered with Clean Up the World to clean up rivers, parks, and beaches. They also participated in Global Tree Planting and planted over 3,000 trees in Marriott locations all over the world. Every tree planted can remove about one ton of carbon dioxide over its lifetime. Throughout those 10 years Marriott has worked to improve its recycling program. Currently 96% of Marriott locations actively recycle. Marriott has also worked to implement some environmentally friendly programs of their own. For example, the “Re-Lamp Campaign” introduced in 2006. This campaign replaced 450,000 light bulbs with fluorescent lighting and cut 65% of energy use. Marriott, as well as many other hotels, participates in the linen reuse program that encourages guests to reuse towels. This program helped cut hot water usage by 11-17%. They also installed 400,000 new shower heads to reduce water usage. Marriott has directors, architects, and engineers working to build the first Leadership in Energy and Environmental Design (LEED) certified hotel. Finally, each Marriott hotel location has an Energy and Environmental Ambassador who helps maintain an environmentally friendly property and looks for new ways to help conserve energy and preserve the environment.

Reflection

I completely support Marriott’s efforts to help conserve energy and help the environment. I’ve always like Marriott because of their customer service and I’ve always had good experiences with them. Finding out about their conscious efforts to go green makes me like Marriott even more. When people stay at hotels they don’t think a lot about conserving power and energy because they’re paying the same amount either way. The effort to make hotels more environmentally friendly has to come from the hotel executives and staff. Marriott has recognized the need to help and has taken steps to do so. By participating in outside programs they show that they really care and aren’t just trying to cut costs for their own benefits. This is showing customers and guests that they really do care and want to make a difference. I think all of Marriott’s efforts will make a change in the future and will be something guests can use to set Marriott apart from other major hotel chains.

Ross, Dasha. "Marriott on Track to Reduce Greenhouse Gases by 1 Million Tons over 10 Years - 2000 to 2010 ". Marriott News. http://www.marriott.com/news/detail.mi?marrArticle=163832

Making Hotel Loyalty Programs More Effective

Summary

This article discusses loyalty programs and some of the issues associated with them. In the United States there are 1.8 billion people participating in loyalty programs in every industry from airlines to grocery stores. With all of these people participating, you would think people find value in these programs. The truth is, however, 32% of people surveyed believe that loyalty programs “hold little or no value”. This article describes the two main problems with loyalty programs and the new trend that is becoming the solution. The first problem is “low-threshold” consumers. Many consumers feel that the reward is unobtainable. They only accumulate a low number of points way below the amount required to cash in on the reward. The other problem is the difficult redemption process. Once a consumer has accumulated the points to receive a reward, the process to redeem a reward is long, difficult, and has many restrictions. The solution to these problems is instant reward redemption through digital content. With this new technology people who participate in loyalty programs can receive instant rewards such as music, movies, books, and magazines for a low amount of points instead of having to accumulate a large amount of points to redeem cash and discounts. With instant rewards programs more people are likely to participate and 47% of consumers said they would prefer instant rewards over traditional discounts.

Reflection

I think this article addresses legitimate problems with loyalty programs. I’m sure we’re all members of at least one type of loyalty program but how often do we really benefit from them? And when we do, it takes so much time and effort to redeem our rewards. In certain loyalty programs I think the digital content would be really beneficial. There are some programs that require so many points to redeem rewards. In those programs I would definitely rather cash in points for digital content such as music and movies. There are some loyalty programs however that I would prefer discounts relating to that particular program for example, airline miles and hotels. The reason I would participate in these programs would be to receive free flights or a discounted hotel stay. I would take the inconvenience of the redemption process and the time it takes to gain enough points to receive a greater reward. For loyalty programs that offer smaller rewards I would prefer an instant reward program. Overall I think the idea of instant rewards will be really beneficial to many companies that offer loyalty programs.

Hure, Goldworn. “Making Hotel Loyalty Programs More Effective.” Ehotelier. February 2011. http://ehotelier.com/hospitality-news/item.php?id=A20432_0_11_0_M

Dining Trends for 2010 Predicted

Summary

This article addresses food trends due to the decline in our economy. It focuses on trends predicted in 2010 and future years. Many of these predictions have and are still proving true. Many of the trends are focused around lower consumer incomes, however social and psychological needs are also taken into consideration. The first two trends address the consumer’s emotional and social needs. The author says a consumer’s choice to share a meal is not only economical but also social and makes them feel connected. Another trend that was mentioned is the organic or hand-made trend. People want to know that their food is safe. By buying their food from farmers markets they think that they are getting fresher, safer food. Trend number seven also addresses safer, healthier food. In the past few years additives like transfats and artificial coloring have become a don’t. Consumers want their food healthy and restaurants need to start addressing these concerns. The author also noted the change in consumer tastes over the past few years. People’s tastes are changing from sweet to tart. Instead of French fries and onion rings, people want pickled vegetables and leeks. Finally, restaurants are changing their menus to keep sales up. Pizza places are adding pasta and wings to diversify the menu and smoothie bars are adding snacks and salads. Restaurants are suffering as much as other businesses in this economy and need to diversify to keep up.

Reflection

This article made predictions for 2010. I thought a lot of the predicted trends were really accurate and a couple of them were things that I have changed in my dining activities. For example, I have begun sharing meals almost every time I go out to eat. Usually the meals are big enough for two people and I was taking half of it as leftovers anyways. Now it’s an easy way to save money. Also eating safer healthier foods has become a concern of mine as I have gotten older. In the past few years I’ve started to notice how different foods make my body feel. When I eat food loaded with fat and grease I feel sluggish and sometimes sick to my stomach. When I eat healthier I feel better. The changing taste trend and the eating cow and lamb tongue trend are things that have not caught on with me. The tart foods and animal tongues the author talked about are not foods I am interested in eating. Maybe my taste is juvenile but I like to eat things that taste good. Pickled veggies and lamb tongue are definitely not on my list of thing to buy from the grocery store. Overall I thought this article was really accurate. The economy has taken a downturn and consumer’s needs and tastes are changing. Restaurants have to keep up with the changing trends in order to stay afloat during this trying time.

Baum, Whiteman."Dining Trend for 2010 Predicted." 4 Hoteliers. November 2009. http://www.4hoteliers.com/4hots_fshw.php?mwi=4557

InterContinental Launches Concierge App for the IPad

Summary

This article about InterContinental Hotels & Resorts describes a new technology for travelers and guests. They are the first hotel to offer destination specific videos and websites and have now created a Concierge Insider app exclusively for iPad. This is an app specifically for iPad that can provide you with all the services of a Concierge. The app can give videos with sightseeing destinations, interactive maps that can tell you where the best restaurants and shops are located, suggested itineraries with day and night time activities, and insider tips that cannot be found in a guidebook. In 2010 InterContinental Hotels & Resorts provided all of the Concierge teams with iPads to improve their knowledge and skills and to improve guest interaction.  The app also allows online booking for InterContinental Hotels and detailed information about their properties. Once the app is downloaded guests, future guests, or travelers can access all of this information, Concierge help as well as hotel information, without a wireless connection. InterContinental Hotels is the first major chain to provide this technology and it is predicted that other big names will soon follow.

Reflection

I think this new technology for iPad is a really good idea for InterContinental Hotels & Resorts. It is a recent trend that people are using laptops, cell phones, and now iPads when traveling. Guests want to know the hot spots for sightseeing, shopping, and eating and are using technology, instead of a Concierge to find these things. This app just makes that process easier. Instead of using a search engine like Google to find this information it can be all in one place with the Concierge Insider app. I think people like the idea of being able to use their technology to make traveling easier. I also think it was smart to include booking and hotel information with this app. I know when I’m researching to book a trip I like everything to be in one place. I use sites like Expedia for that reason. With an app like this, all of the information you need is in one place. You can research a hotel and its surrounding restaurants, shopping, and activities and if you like what you see you can also book right there. This app makes pre-trip research easy and convenient and for that reason I would absolutely use it.

InterContinental Launches Concierge App for the IPad . ehotelier.com. http://ehotelier.com/hospitality-news/item.php?id=A20050_0_11_0_M

M2M Communications and Its Impact on Hospitality

Summary

This article describes a new trend now being used in the hospitality industry called M2M Communications or machine-machine communications. Since its arrival it has mostly been used in the healthcare and transportation industries but has recently been implemented into different areas of the hospitality industry. M2M communication takes information from devices like cameras, sensors, and meters and transmits it into software that interprets and responds to the information. In the hospitality industry it can be used in video surveillance to alert the security desk or local police department of an emergency. It can also be used in hotels and restaurants in point-of-sale applications like charging a meal to your room with your key card. A major way it is being used is to cut utility costs and moving properties toward being “green”. The M2M can help conserve water and energy by responding to when utilities need to be used and when they can be turned off because of non-use. Finally, it is used for room automation to service guests but also cut down on energy use. For example, M2M communications will know when a guest enters their room when they swipe their key. The key swipe will be connected to the air conditioning unit and can turn on the air conditioning as soon as the guest enters the room. This process is convenient for the guest and will also save the energy that could be wasted by keeping the air on when a guest is out of the room.

Reflection

I think that this technology is extremely useful for the hospitality industry. It can be used to improve the service to guests and cut costs for the hotel or restaurant. Many hotel guests, I included, appreciate small things that make a trip more enjoyable. Things like a door opening automatically and being able to charge to the room without making individual payments throughout the trip save time for a guest. I think this technology also addresses another big trend we’ve been noticing across all industries. Going “green” is something that has become important to a lot of people. If a restaurant or hotel can advertise that it is using the M2M technology to conserve energy and the environment that could help attract customers who rank that as a major concern. If I were deciding between two hotels that had exactly the same ratings and prices I would choose the hotel that made a point to conserve the environment over one that did not. Going green means conserving energy, conserving energy means saving money. If the M2M communication became an industry wide requirement I think it would save a lot of businesses a lot of money. It seems to me that there are so many advantages to using M2M communication in a company. The initial costs could be high for installation but in my opinion the savings in the long run as well as the improvement it could offer in services to the customer could offer any business a competitive advantage.

Kumar, Ashok. “M2M Communications and Its Impact on Hospitality.” Hospitality Upgrade. Summer 2010. http://www.hospitalityupgrade.com/_magazine/magazine_Detail-ID-529-M2M-Communications-and-Its-Impact-on-Hospitality.asp