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Vol. 11: Issue 40 2009-09-30

INSIDE VIEW

Unsolved Mysteries of Service, or 'The Case of the Big Fat Pink Pen' - By Roberta Nedry

During a visit to a high end spa, everything was high class. The staff was enthusiastic and the services were well presented and delivered. I was so pleased that I decided to buy some skincare products. They wrapped them in tissue paper and placed them gently in a lovely bag. They had thought of everything... ...more

It's The Value, Stupid - By Madigan Pratt

What is the most appropriate tone to deliver in your advertising and marketing messages during this great recession? ...more

Lessons from the Field - A baker's dozen of fundamentals for retaining quality staff - By John Hogan

In 2008, I felt honored to be asked to create and deliver a focused program on the experience economy for one of the major international hospitality companies that offers a number of brands in its portfolio. This series of ten programs held across North America offered practical ideas on ways to capitalize on guest understanding and the program was added to their corporate university web site as a resource. ...more

Construction? What Construction? A Case Study for Hotels - By Daniel Edward Craig

Because hotels run on the promise of comfort and rest, an onsite construction project can be particularly challenging to manage. Rather than risk sending guests fleeing to competitors, hotels often choose to keep silent about construction activity, hoping guests won't notice the jack-hammering in the lobby. ...more

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FEATURED SITE

Employment Policies Institute
The Employment Policies Institute is a non-profit research organization dedicated to studying public policy issues surrounding employment growth. EPI sponsors nonpartisan research which is conducted by independent economists at major universities around the country.
...more

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FEATURED SUPPLIER

POSitouch CBS

Point of Sale for the restaurant industry. The most tenured complete point of sale system for the hospitality industry. Based upon Windows architecture, the POSitouch system is a complete system with integrated labor management, inventory, table management, retail capabilities and credit card processing.
...more

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FEATURED MAGAZINE

Business Solutions Business Solutions' articles show readers how to sell new technologies and penetrate growing vertical markets. Business Solutions provides "actionable information" for VARs and integrators to increase sales, improve profits, and trounce the competition.

Geographic Eligibility: USA, Canada

more info


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ENVIRONMENT

Seattle, Hyatt, and the LEED Evolution - By Kaoru Chikushi

Seattle has one of the highest concentrations of LEED-certified buildings in the world, and the new Hyatt at Olive 8 marks the entrance of green hotels into the city's landscape. ...more

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HEADLINES

Most viewed headlines this past week at Hotel News Resource. Click on the title to read.

The Web Analytics Headache - Understanding and integrating data

World Tourism Day 2009: 'Tourism - Celebrating Diversity'

STR reports U.S. hotel performance for August 2009

Reaching Travelers Online - Finding deals is critical

Lessons From Hyatt: Simple Ways to Damage Your Brand

Why 2010 will be the year of the travel deal

Hilton Garden Inn Set to Open 60 Hotels in 2009 Representing Second Highest Total in Brand's History

STR reports US performance for week ending 19 September 2009

STR Global posts European performance results for August 2009

6 Ways to Leverage Social Media for a Better Vacation

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UPCOMING INDUSTRY EVENTS

Air Traffic Control Association (ATCA)
2009-10-04
Winds of Change: Air Traffic Control Association's (ATCA) 53rd Annual Conference and Exposition

McLean Events Europe
2009-10-06
Hospec '09

hotelforum Management GmbH
2009-10-07
hotelforum 2008

Meeting & Incentive Forums
2009-10-13
European Meeting & Incentive Forum (Autumn)

Schneider Publishing Co., Inc.
2009-10-13
TEAMS 2009

Yeeld Solutions
2009-10-14
Yeeld Solutions Academy - Revenue Management Seminar

Mclean Events International Ltd
2009-10-14
HOTEC Asia 2009

Yeeld Solutions
2009-10-15
Yeeld Solutions Academy - Online Distribution Seminar

ATTA
2009-10-19
Adventure Travel World Summit

Terrapinn
2009-10-19
Serviced Apartments Asia 2009

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FEATURED BOOK

Great Customer Service on the Telephone

Ingram
First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone--from salesperson to manager to secretary--how to treat it as a service tool that directly impacts on company profits.

Customer service rescue me book
Reviewer: A reader from Newark, NJ.
This book was absolutely what I have been looking for. It has assisted not only me, but the customers that I work with on a daily basis. Thanks for such great information and Rescue.
...more

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 Departments

Click on the department to go directly to these news items.

 .  INSIDE VIEW

 .  FEATURED SITE

 .  FEATURED SUPPLIER

 .  FEATURED MAGAZINE

 .  ENVIRONMENT

 .  HEADLINES

 .  INDUSTRY EVENTS

 .  FEATURED BOOK

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