Sales & Marketing

New projects, strategies and trends in hotel and resort operations. A look at the different facets of lodging operations, including sales & marketing, housekeeping, human resources, food & beverage, engineering & maintenance and revenue management.

Time For Hoteliers To Wake-Up To Changing Travel Preferences 

Thinking about how to attract more guests to your hotel? Fill your hotel by stealing rooms from your competition with one word: “individualization.” Trying to identify what the new demographic of today’s travelers wants as a whole misses the point. What matters is, you will lose market share if you’re not trying to connect with guests by implementing an individualized approach....

Reflagging Rises in 2011 

Peninsula Hotels Updates Branding, Flagship 

The Peninsula Hotels is energizing its brand with a new global marketing campaign — “Peninsula Moments.” “[The new campaign] increases our guests’ awareness and understanding of our brand,” says Rob Cheng, vice president of marketing for the company. “It’s not hard sell, but rather all about showing what we do and the ...

Travel Industry Jobs Provide Path to Middle Class 

Travel industry jobs are a path to the middle class, says David Huether, senior vice president for research and economics at the U.S. Travel Association. Huether was speaking at a press conference Dec. 4, summarizing the results of Fast Forward: Travel Creates Opportunities and Launches Careers, a just-released report by the Association. ...

ABVI Members Renew Internet Marketing Surcharge 

Owners of Americas Best Value Inn properties voted on six resolutions at the chain’s annual convention last week in Las Vegas. The membership (including properties in the Canadas Best Value Inn chain) overwhelmingly approved all six initiatives. ...

Expedia Defends Agency Distribution Option 

At Expedia’s 13th annual Partner Conference this week in Las Vegas, company executives said its new, somewhat controversial consumer payment option can be a business builder for hotels that participate....

5 Things Meeting Planners Want in 2013 

“People might be doing more meetings, but they’re still very uncertain and very cautious about what meeting budgets are going to look like next year,” says André Fournier, senior vice president of sales & marketing for Destination Hotels & Resorts. “There’s growth, but it’s cautious growth. It’s still growing over last year, but not like it was in January. That upward climb is starting to flatten out a little bit.” ...

How Vulnerable Is Your Hotel Brand? 

Here’s a tidbit of information that should come as no surprise to any hotel brand executive or owner/manager of a franchised lodging property: An incompetent or unprofessional staff is the number-one reason travelers won’t stay loyal to a hotel or hotel brand. Of course, this issue is also the most difficult management challenge any hotelier faces....

Meeting Planners Told to Expect Higher Hotel Rates 

“The perception among planners in 2005 and 2006 was that we were sticking it to you with rates,” said Mike Dominguez, senior vice president, MGM Resorts, during a session at the recent Financial & Insurance Conference Planners Annual Conference. Back then, hotels were still recovering from the 2001 dropoff. Inflation was increasing hotels' expenses, but rates were not keeping up. They finally strengthened in 2007, only to plunge again in 2008 and 2009. Now, as they creep back up again, the planner perception is back, too. ...

Bonus Opportunities Come with Social Media 

TripAdvisor, Twitter, Facebook and their social media contemporaries are changing the way bonuses are determined in the hospitality industry. That may sound revolutionary, but it’s really just an incremental shift as customer satisfaction goes electronic. ...

Sorting Out Hotel Distribution 

In seems like selling a hotel room seems should be a simple thing, but an already complex matter has become even more intricate in recent years. In fact, we don’t even call it selling a room. Instead, this is known as distribution, and hotels sell their rooms through multiple distribution channels. But even that statement makes things sound simpler than they actually are, because it’s often difficult for a hotel to know exactly which of many channels was the one that brought in the booking. ...

Solving the Hotel Loyalty Puzzle 

One of the goals of brand marketing is to develop a cadre of loyal customers. That sounds simple enough, but it’s complicated by the fact that loyalty is hard to measure. In addition, even if we had a firm measure, it seems customer loyalty changes with the wind. The hospitality industry’s efforts to ...

A New Choice 

For as long as anyone can remember, the heart of Choice Hotels has been in Silver Spring, MD. That’s all changed now. Not only is the 11-brand hotel company moving next year to a new headquarters in downtown Rockville, MD, but the soul of the company may have already moved much further west, to Phoenix. There, the company’s Western Regional Headquarters is its center of technical innovation, responsiveness to new opportunities and agility in delivering new programs and products to franchisees. ...

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