Shows
Hotel Insights by eHotelierSustainability with Jennifer Klar of Six SensesIn this episode, Jennifer Klar discusses Six Senses’ industry-leading approach to wellness and sustainability.
Jennifer and I discuss the following:
How Six Senses incorporate sustainability practices into their wellness offerings, and how these initiatives contribute to the overall well-being of their guests, team members and local communities.How to ensure that the resources you use align with sustainable practices and the steps to take to minimise the environmental and social impact.How to create opportunities for cultural exchange and experiences for guests while respecting and preserving local heritage and the environment. How to measure the impact of...2023-10-3019 min
Supersonic Hospitality Marketing Podcast Sponsored by NFS Hospitality feat. Mark McCS4 Ep. 103 THE UNTAPPED WORKFORCES IN HOSPITALITY & SOLVING THE RECRUITMENT CRISIS with PROF. PETER JONES Dean/Academic Director for eHotelier, Chair of the Crumbs Project and much moreTODAY'S GUEST IS PROFESSOR PETER JONES, Dean/Academic Director for eHotelier, Chair of the Crumbs Project and much more.BIOArmy Officer in the Army Catering Corps, served 20 years, retired as a Lieutenant Colonel. While in the army are responsible for the design and development of the first stand alone catering control system. Implemented in over 400 army units.Academic: Bournemouth University 10 years – Head of the School of Service Industries, included hospitality, catering food, leisure, events and retailingBlue Mountains Hotel School, Australia – Moved into private higher education as Principal/CEO, initiated a numbe...2023-04-191h 46
Hospitality MarketingHospitality Marketing Show 398"Five things you need a marketing audit for"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #398.. so each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live TV show “This Week in Hospitality Marketing” which airs every Friday at 11:30 am Eastern US Time on the Hospitality Channel TV.. SO let's get started;
00:01 — Our tools for review...2023-03-2432 min
Hospitality Digital Marketing PodcastEpisode 398 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #398.. so each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live TV show “This Week in Hospitality Marketing” which airs every Friday at 11:30 am Eastern US Time on the Hospitality Channel TV.. SO let's get started;
00:01 — Our tools for review this week are; https://branalyzer.com/ https://www.ispionage.com/ https://www.socialinsider.io/ https://seranking.com/ https://tagass...2023-03-2400 min
Hotel Insights by eHotelierHow to increase direct bookings through personalization with Juanjo RodriguezIn this episode, we discuss using personalisation on your website to increase direct booking conversion. My guest is Juanjo Rodriguez, founder and CEO of technology company The Hotels Network.
Juanjo and I discuss the following:
The biggest challenges hoteliers are currently facing and how technology can help.Extending personal service to deliver online personalisation.The latest machine learning and how AI can bring value to hoteliers.How ChatGPT and generative AI can be used to create personalisation online.
About The Hotels Network:
We are an innovative technology company that believes in...2023-03-0818 min
Hotel Insights by eHotelierHow to turn wine into profit, with Adam MogelonskyIn this episode, we discuss the latest trends in wine and how to profit from wine sales in your hotel or restaurant. My guest is Adam Mogelonsky, Partner at Hotel Mogel Consulting, renowned speaker, traveller and one of the industry’s most prolific researchers and writers.
Adam and I discuss the following:
The impact of the pandemic on the restaurant industry and the new trends today.Why restauranteurs and hoteliers should focus on wine in 2023.The psychology of selling wine!How wine list layout and structure affect the guest’s propensity to buy.The role of tech...2023-03-0129 min
Hotel Insights by eHotelierThe latest trends and developments in spa and wellness, with Tammy PahelIn this episode, we explore the the latest trends and developments in spa and wellness with Tammy Pahel, Chief Wellness Officer for Alchemy Wellness Resorts and VP of Spa & Wellness Operations for Carillon Miami Wellness Resorts.
Tammy and I discuss the following:
The latest trends in Nordic spas.What makes a successful wellness retreat, and how can wellness be introduced into an existing hotel or resort?What’s new in anti-aging, and are these therapies at home in a hotel or destination spa?How spas coped, survived and modified their operations and product offerings to cope wi...2022-12-0924 min
Hotel Insights by eHotelierAppellation, a culinary-first hotel revolution, with Ed SkapinokIn this episode, we explore the development and launch of Appellation, a revolutionary new culinary-first hospitality-concept, with Ed Skapinok, Chief Commercial Officer.
The brainchild of celebrated Masterchef Charlie Palmer, CEO and former Four Seasons President of the Americas Christopher Hunsberger, COO, Appellation is defining a new form of culinary hospitality through its innovative experiential resorts.
Ed and I discuss the following:
Why the name Appellation, and what is your purpose?How has Appellation achieved an immersive experience in the local environment?Pivoting the traditional hotel model to a culinary experience has attracted new markets...2022-10-1822 min
Hotel Insights by eHotelierThe recovery of tourism in Asia and the Pacific with Liz OrtigueraRecovery is well underway, with destinations opening worldwide, making substantial inroads back to consistent and reliable levels.
In this episode, Liz Ortiguera provides an update on the region’s recovery, the challenges facing travel, tourism and hospitality businesses and how the Asia Pacific region is the one to watch in the future.
We discuss:
The current state of the industry’s return in the Asia Pacific region.The pace of the return of international leisure business.How business and mice segments are recovering and how these segments will continue to build.The impact and long...2022-09-2225 min
Hotel Insights by eHotelierHow hotel and retail convergence is creating the next evolution, with Frank TrampertThe tourism and hospitality industry constantly evolves with new technologies, trends, and customer demands. Hotels have had to adapt to compete with online travel agencies to attract future guests to book direct.
As hotels experiment with retail-hospitality convergence, they are learning how to create unique customer experiences through new products and services that will grow revenues and keep guests returning.
In this episode, Frank Trampert, Senior Vice President and Global Managing Director of Community Sales at Sabre Hospitality Solutions, and I explore the latest trends in the hotel and retail convergence and discuss how it...2022-08-2224 min
Hotel Insights by eHotelierHow resorts can protect the worlds oceans with Theresa van GreunenJune is World Ocean Month and we’re talking with Theresa van Greunen, about the ways in which Aqua Aston Hospitality are integrating the expertise of local destinations while holding community and environmental stewardship as priority brand pillars.
We discuss:
How Aqua-Aston Hospitality protects the surrounding natural environment and beauty of the destinations it operates in.Some simple ways that the hospitality industry can operate more sustainably and minimize its overall impact.Measures that Aqua-Aston’s properties have taken to be more eco-friendly.The one thing brands forget about when it comes to being green!The shor...2022-06-1423 min
Hotel Insights by eHotelierFood and Beverage Revenue Management with Dr Sherri KimesProfessor Kimes is considered to be one of the top thought-leaders and experts in Revenue Management in the world. Sherri has been working in Revenue Management since 1988 and has had the privilege of helping to educate some of the top leaders in Revenue Management.
We discuss:
How room revenue management impacts F&B revenue management and how the two should work together.How F&B revenue management can positively impact the customer experience.How General Managers might approach F&B revenue management.The importance of managing conference and banqueting space in the overall F&B revenue...2022-05-1313 min
Hotel Insights by eHotelierThe Red Sea Development Company with John Pagano, Group CEOAt The Red Sea Development Company and AMA.ALA, John is leveraging his 38 years of international experience in delivering large scale multi-billion-dollar developments.
Since 2018, John has led The Red Sea Development Company's growth from the ground up and is creating a unique eco-luxury, sustainable, regenerative tourist destination that will contribute to transforming the global tourism industry and to the diversification of the Saudi Arabian economy.
We discuss:
The key considerations in the design of resort developments in different ecological locations.How to approach sustainability when developing in environmentally precious locations.How...2022-05-0335 min
Hotel Insights by eHotelierHospitality 2.0 - What's Next?What do the next 5-10 years look like? The Hospitality industry is in need of an upgrade to a new version. ‘Hospitality 2.0’ is a call to action for proactive change that will help hoteliers compete against the growing challenges presented by alternative accommodations, technological advancement, the COVID pandemic and labour constraints. It outlines a path forward for the digital transformation of our industry.
Author of “Hospitality Revenue Management Made Easy”, “Hospitality 2.0” is Ira’s second book, focused on defining what we can expect in the future, the trends, consumer and industry changes.
We discuss:
The most influ...2022-03-0317 min
Hotel Insights by eHotelierThe boom and new crisis in the hotel industryWe reflect on the impact of the pandemic, how it has led us to where we are today and the new crisis facing the hotel industry in the future.
We discuss:
The principal impacts for Best Western and the wider hospitality industry.How domestic tourism has profited from border closures.How guest expectations have altered and how hoteliers need to think differently about the delivery of their services in the future.How the commercial functions of marketing and revenue management changed now and into the future.How these factors have impacted the organizational structure and management...2021-12-2123 minHotel Insights by eHotelierHow to use forward-looking demand data in revenue managementPrior to COVID, revenue management systems primarily relied on historical data together with movement in forecasts to aid revenue management decision making. However, with changing guest booking patterns as well as external influences such as border closures, historical data may not be the most reliable basis for revenue management in the future.
We discuss:
How revenue managers and hoteliers need to adjust to the new demand landscape.What is forward-looking data?How a hotel can leverage forward-looking demand data as part of its revenue management and distribution strategy.How hoteliers can get the most out of...2021-12-1417 minHotel Insights by eHotelier7 travel marketing trends for 2022Now that restrictions are easing and travel is beginning to return we discuss the opportunities for hotels to rethink their marketing, revenue management and sales.
We discuss:
Will price will play a key role in the future.Will the loyalty programs of the future be vastly different to those of the past?How can hotels encourage guests to book direct in the future?How can a hotel use TikTok as a marketing channel?How is storytelling in Instagram different to Facebook and how will it surpass Facebook and other social channels in the future? How can h...2021-12-0816 minHotel Insights by eHotelierThe paradox of hotel marketingWe say we are in the hospitality industry. We say we care about service, but our conversations spin around investing, real estate and interior design.
We discuss:
What exactly is the paradox of hotel marketing.The importance of marketing in today’s competitive industryHow to communicate the quality of your service through your marketing channels.What a good hotel website looks like in order to drive direct bookings.Do you need to invest heavily in marketing and hire a top-tier agency to compete?2021-11-2426 minHotel Insights by eHotelierApple’s privacy changes are here, are you ready?Nicki Graham, Vice President of Marketing at Cendyn, and Robert Schimmel, Vice President of Product Management at Cendyn, detailed the impact of these privacy changes and how hotels can prepare for the challenges ahead so they can get back to the core of hospitality — creating meaningful relationships with their guests.
This is an audio recording of the webinar, in which we discuss:
• What’s next for email marketing following Apple’s Privacy update
• The Apple Privacy changes your hotel needs to know about right now
• How privacy protection is changing email marketing2021-11-1724 min
Charged Up Studio PodcastBrand DNAIs a successful brand the result of powerful marketing? When the hype subsides, what keeps a good brand going strong? What is the secret to brand growth and advocacy? Whether personal or professional, branding carries tremendous weight in the growing awareness and loyalty process.Tune in Tuesday, November 2nd at 10 am to chargedupstudio.live to learn more about your Brand DNA and how it carries specific characteristics that promote trust and advocacy. Suzanne Tulien is a Brand Clarity Expert and a coauthor of the book “Brand DNA,” along with several other books. Episode #57 of Charged Up Studio focu...2021-11-0236 minHotel Insights by eHotelierHow to succeed through recovery, lessons from retail and the airlinesAs President, Sabre Hospitality Solutions, Scott Wilson has a global perspective of industry recovery, including how many hotels are thriving.
Scott shares his insight including lessons to be learned from his experience in the retail and airline industries, to assist hoteliers to maximise opportunities through recovery and beyond.
Learn more about Sabre.2021-11-0218 minHotel Insights by eHotelierElevate the customer journey with excellent email and textThe pandemic has changed the way we live, and the way consumers purchase, moving everything even further online, including hotel bookings.
So, it is more important than ever to ensure your web presence is working hard for you. Learn why copy is important and how to ensure your digital voice communicates your service.
We discuss:
The importance of your voice in the customer journeyHow to know if your audience is actually listening and making an impressionWhen text is your friend - and when it isn'tThe most important elements of creating effective communication, cutting through...2021-10-1917 minHotel Insights by eHotelierHow all areas of hotel revenue management are evolvingExploring the evolution of revenue management due to the impacts of the pandemic. Changes to the operations, the management and the systems.
We discuss:
How the revenue management function is changingThe impact on the requirements of revenue management systemsWhether there is still a requirement for a dedicated revenue manager, and if so, how their role will change in the futureThe benefits for hoteliers and hotel groups through these changes.What’s next on the horizon for revenue management in hotels.
2021-08-2614 minHotel Insights by eHotelierExceeding guests’ expectations in the contactless worldGuest expectations in a contactless experience have accelerated technology developments and how you can ensure you can continue to exceed guests’ expectations in the contactless world.
We discuss:
Now the “big players” such as Apple are moving in, with the announcement of the room key for the wallet, what these advancements mean for the industry.How hotels can ensure they maintain ownership of the guest relationship throughout the customer journey.Will there still be individual solutions for the room key?What we can we expect in the future.2021-07-3018 minHotel Insights by eHotelierHow to put the guest experience at the centre of your value propositionWith the integration of artificial intelligence and machine learning into revenue management, how do we keep value creation in the centre of the revenue management function?
We discuss:
The importance of revenue management and marketing working closely together to continue to create valuable offerings to the consumer. The importance of hotel managers and owners working together to maximise customer-lead opportunities.How changes are impacting the organisational structure of the hotel.How revenue management functions will change in the future as complexity increases.
You can learn more about HGE International here, or connect with Heidi here.2021-07-2223 minHotel Insights by eHotelierHow positive leadership psychology is driving business successCOVID has taken a significant impact on hospitality people at all levels, and continues to challenge us in many ways, from the direct health complications to work and business pressures.
As the world and the industry starts to recover, we now thinking about things differently, particularly in our life priorities. Catherine and I discuss the changing corporate culture and how positive leadership embracing change can lead to business success through people.
We explore:
How leveraging awareness enables us to rid the business of the parts that aren’t working and retain the things that ar...2021-07-1619 minHotel Insights by eHotelierWellbeing at the heart and soul of the guest experience at Banyan TreeThe pandemic’s widespread impact has supported the motivation of many people to lead healthier lifestyles for our physical and mental wellbeing.
Banyan Tree are “democratising wellbeing” through the “I am with you” service culture program for their associates. Banyan Tree believe the happiness of associates is inextricably linked to the satisfaction of Banyan Tree guests and the success of the business.
We explore:
Banyan Tree’s purpose and philosophy, beyond providing a luxury stayWhat makes the well-being program differentThe eight pillars of well-beingThe purpose of offering the program to associatesFeedback from employees who have undertak...2021-07-0807 minHotel Insights by eHotelierHow to deliver exceptional customer serviceAs an industry we are potentially facing a challenge in the near future, with increasing demands, yet a lack of experienced staff available in the market. We explore the key to delivering exceptional customer service.
We discuss:
What is great service?How important is service delivery going to be as markets return?Who stands to benefit the most from great service – the guest or the employee?The most important things for us and our teams to be thinking about whilst coming out of lockdown.
Learn more at www.penshee.com2021-06-2224 minHotel Insights by eHotelierHow to partner design and sustainability to create a luxury guest experienceCreating a hotel with purpose is the mission of leading designer Bill Bensley. Together with Rena Udomkunnatum, CEO of Elysian Development Co, the second project for this dynamic and inspiring partnership is the creation of the Intercontinental Khao Yai in central Thailand.
Rena and Bill discuss the purpose of their hotel projects, what inspires the creation of quintessential properties and the value they provide not only to guests as a destination, but to the environment, the economy and the local people and their culture.
Sensible Sustainable Solutions white-paper
16 suggestions for designing better hotels...2021-06-1520 minHotel Insights by eHotelierHow to leverage technology to meet changing guest expectationsTravel has been one of the hardest hit industries by the pandemic over the past 12 months. Now that vaccinations are rolling out and restrictions are lifting, we are seeing the first signs of recovery, as hotels emerge we explore the main trends for the future of the travel industry.
We consider the following with Scott Wilson, President Sabre Hospitality Solutions:
How “recovery” is shaping the future of travel, will travel return to pre-pandemic models, or what are the new models emerging.How can hoteliers take advantage of these trends to gear up for recovery.Early adoption succe...2021-06-1019 min
The Lucky TitanPersonal Brand Clarity; Identify, define & align to what you want to be known for With Suzanne TulienLike you, Brand Clarity Expert, International Speaker, and Author, Suzanne Tulien, notices the variety of creative ways people are ‘branding’ themselves both consciously and unconsciously. But, is a successful personal brand the result of powerful marketing? When the hype subsides, what keeps a good personal brand going strong? What is the real secret to personal brand growth and advocacy?With over two and a half decades of strategic communication, employee brand engagement, and internal brand development, Suzanne’s inside-out brand-building strategy creates the clarity and actions necessary for her clients to drive consistency, distinction, and advocac...2021-06-0424 minHotel Insights by eHotelierHow hotels can restructure financially to become more resilientWe discuss new financial models in hotels post-pandemic with Aaron Oh, a learning facilitator at The Blue Mountains International Hotel Management School at Torrens University.2021-05-2716 minHotel Insights by eHotelierHotel market performance: where do we stand after one year of COVID-19?Reviewing March 2021 by the numbers around the globe, with David Eisen from HotStats.
David is the Director of Hotel Intelligence and Customer Solutions at HotStats, the world’s largest monthly profit-and-loss database in the hotel industry. With uniquely intelligent benchmarking and performance software, HotStats looks far beyond REVPAR, offering an unparalleled opportunity to understand the industry like never before.
We discuss market performance by region, including impacts on:
REVPAR, occupancy and rateTREVPAR impacts, how the winners are succeedingPayroll and employment impactsExpenses and profitability
Download the Hotstats March 2021 report.2021-05-1117 minHotel Insights by eHotelierRegenerative travel: the move beyond sustainabilitySustainability is the mere tip of the regenerative travel iceberg.
Hear Amanda Ho from Regenerative Travel discuss how a community of like-minded hoteliers are on a mission of continuous improvement from sustainability to regeneration.
We discuss the five regeneration principals for hospitality:
Whole systems thinkingHonouring sense of placeCommunity inclusion and partnershipAspirational in natureContinual co-evolution
Download the white-paper here.2021-05-0525 minHotel Insights by eHotelierHow enterprise hotel groups are facing the challenges of a post-pandemic travel industryAndy Hermo from Sabre Hospitality joins me to provide insights into the challenges facing enterprise hotel groups in managing inventory in a period of uncertainty and providing personalisation at scale.
Sabre Hospitality is the leading technology provider for the hospitality industry, serving more than 40,000 hotels, resorts, and chains spanning 160 countries. From independent properties to large global chains, hotel organisations at all levels rely on Sabre Hospitality Solutions to optimizing revenue across all channels while improving the guest experience.
We discuss:
How the enterprise space been impacted and the major trends evolving today.The unique cha...2021-04-3023 minHotel Insights by eHotelierLeadership versus management: why the distinction is importantLeadership and management are terms that seem to be used interchangeably within the industry. We discuss the difference between leadership and management, and the important skills of hotel professionals in the future.
The common qualities shared by the most effective leaders over the past 12 months.How the impact of the pandemic has inspired hoteliers to reinvent their people structures.The most important qualities of a leader particularly as we move the recovery.How we can most effectively develop emerging managers and leaders of tomorrow.The importance of emotional intelligence in leadership.2021-04-2217 minHotel Insights by eHotelierThe new normal for hotel sales rolesThe pandemic has had a major impact on the sales function. Paige Duke from Strategic Solution Partners and I discuss how the sales function may change as demand returns for business and MICE travel.
Paige is a Visionary sales and marketing director with 20+ years of experience leading teams to build customer relationships and drive revenue results, including Starwood Hotels, HEI Hotels and Resorts and Fairmont.
We discuss:
What needs to be done now to ensure sales teams are fit for recovery.How technology has impacted the sales role.How to foster a positive team g...2021-04-1922 minHotel Insights by eHotelierReopening the Park Hyatt New York, with Peter Roth General ManagerThe Park Hyatt New York is an iconic New York City hotel, having been awarded both the 2021 Forbes Travel Guide Five-Star Award as well as the 2021 U.S. News & World Report, Best Hotels in NYC.
In this episode, Area Vice President and General Manager of the Hyatt New York, Peter Roth and I discuss the reopening of the hotel on 1 April 2021.
We discuss:
How the Park Hyatt New York has been able to turn the past 12 months challenges into opportunities.How the lifting of domestic and international travel restrictions is reawakening New York CityThe d...2021-04-1615 minHotel Insights by eHotelierEmerging Markets: who will recover first?There are positive signs that demand is increasing in specific markets, particularly domestic leisure. Forward bookings through the summer in the northern hemisphere are perhaps indicating a pent-up demand which is supported by flexible hotel cancellation and insurance policies.
In this episode, we discuss which markets are likely to recover first and a range of new emerging markets.
We discuss:
How guest expectations may change as a result of travellers holidaying locally.Opportunities created by travels bubbles between select countries.Changes in business activity with a shift online and how this may impact business...2021-04-1622 min
Authentic Talks 2.0 with ShantaEpisode 144 | Identify, Define, and Align Your Brand | Guest: Suzanna TulienOn this episode I speak with Branding Coach, Suzanna Tulien, author of The 6 Myths of Small Business Branding e-book, and co-authored BRAND DNA; Uncover Your Organization’s Genetic Code for Competitive Advantage, as well as a plethora of brand articles published on BrandChannel.com, eHotelier, Go-To-Market Strategies, Innova, and others.In Suzanna's words -I believe each and every one of us has the ability to inspire others to be better versions of themselves, to commit to being authentic, fall back in love with who you are and thrive!I am forever inquisitive about people, life, ph...2021-04-1420 min
Authentic TalksEpisode 144 | Identify, Define, and Align Your Brand | Guest: Suzanna TulienOn this episode I speak with Branding Coach, Suzanna Tulien, author of The 6 Myths of Small Business Branding e-book, and co-authored BRAND DNA; Uncover Your Organization’s Genetic Code for Competitive Advantage, as well as a plethora of brand articles published on BrandChannel.com, eHotelier, Go-To-Market Strategies, Innova, and others.
In Suzanna's words -
I believe each and every one of us has the ability to inspire others to be better versions of themselves, to commit to being authentic, fall back in love with who you are and thrive!
I am...2021-04-1420 min
Inside Tourism BusinessInside Food: Episode 7 – Technology innovation – enhancing performanceHow can technology help you streamline your operations and run your business more efficiently? What should you consider before investing in new technology? And how can tech help you to adhere to social distancing guidelines without losing the personal touch? Professor Peter Jones of the eHotelier Academy and Bryan Davern of the Press Up Hospitality Group, answer all these questions and more when they share their insights with host Ruth Hegarty in the seventh and final episode of the Inside Food series. A full transcript of this discussion is available on failteireland.ie/podcasts. ...2021-04-1344 minHotel Insights by eHotelierThe numbers are in: hotel performance stats for 2020Reviewing 2020 by the numbers around the globe, with David Eisen from HotStats.
David is the Director of Hotel Intelligence and Customer Solutions at HotStats, the world’s largest monthly profit-and-loss database in the hotel industry. With uniquely intelligent benchmarking and performance software, HotStats looks far beyond REVPAR, offering an unparalleled opportunity to understand the industry like never before.
We review the Profit Matters, Global Hotel Performance Review 2020 report published by HotStats.
You can download a copy of the report here.
We discuss:
The impact of pandemic restrictions on hotel...2021-04-1225 minHotel Insights by eHotelierReopening and rebuilding occupancy – what you should focus on nowA fascinating discussion with a professional hotelier, educator and experience professional on the challenges hoteliers face through reopening and rebuilding.
John Nielsen is the General Manager at Fivelements Retreat Bali as well as Senior Learning Facilitator with The Blue Mountains International Hotel Management School at Torrens University. John’s experience includes roles with Hyatt, Ritz Carlton and Mandarin Oriental Hotel Groups, as well as extensive senior management and entrepreneurial experience across Asia, Europe and Australia.
The Blue Mountains International Hotel Management School is the number one hotel management school in Asia Pacific and an eHotelier pa...2021-04-0730 minHotel Insights by eHotelierThe changing expectations of guest communication and the role of AIWe discuss the changing expectations of communication with hotels, and how hoteliers can scale personalised communication to build trust through AI.
Book me Bob is an AI chatbot for hotels, providing real-time answers to questions about the property and its services.
We discuss:
How the pandemic has impacted guest expectations of their communication with hotels.How the pandemic has impacted communication and in particular, the level of trust between a prospective guest and the hotel.Why AI adoption in hotels has lagged behind other industries.The customer journey and the role of AI.2021-03-3108 minHotel Insights by eHotelierHow to outperform the market with fewer resourcesToday as forecasts are predicting increasing demand, we discuss how hoteliers can plan to outperform the market with fewer resources with Michael McCartan from Atomize.
Atomize helps hotels around the globe to maximize their revenue, by automatically setting the optimal price per room type. Used in more than 50 countries, across five continents, by properties in the wide range of 50 to 1250 rooms.
We discuss:
Current trends in market demand and how does demand differs across different regions.How an automated Revenue Management System can guide hoteliers through market recovery.What data sets should be included...2021-03-2911 minHotel Insights by eHotelierReigniting US travellers: understanding what will attract them to bookDave Kelly, CEO and Founder of AnalyticsIQ joins me to shed some light on the people who are considering dipping a toe back into travelling and what businesses can – or should – be doing now to reach them.
AnalyticsIQ is a predictive analytics firm that blends cognitive psychology with sophisticated data science to help marketers understand how and why individuals make decisions.
We discuss:
Whether consumers are ready to dip their toes back into travelling again.The drivers behind people’s willingness to travel in the next 3 months.What hotels need to understand in order to att...2021-03-2508 min
Heart-repreneur® RadioHeartrepreneur® Radio | Episode 255 | Creating a Crystal Clear Personal Brand With Suzanne TulienBrand Clarity Expert, international speaker, and author, Suzanne Tulien, notices the variety of creative ways people are “branding” themselves both consciously and unconsciously. But is a successful personal brand the result of powerful marketing? When the hype subsides, what keeps a good personal brand going strong? What is the real secret to personal brand growth and advocacy? With over 25 years of strategic communication, employee brand engagement, and internal brand development, Suzanne’s inside-out, brand-building strategy creates the clarity and actions necessary for her clients to drive consistency, distinction, and advocacy long term. Because her Brand DNA ap...2021-03-2230 min
Heart-repreneur® RadioHeartrepreneur® Radio | Episode 255 | Creating a Crystal Clear Personal Brand With Suzanne TulienBrand Clarity Expert, international speaker, and author, Suzanne Tulien, notices the variety of creative ways people are “branding” themselves both consciously and unconsciously. But is a successful personal brand the result of powerful marketing? When the hype subsides, what keeps a good personal brand going strong? What is the real secret to personal brand growth and advocacy? With over 25 years of strategic communication, employee brand engagement, and internal brand development, Suzanne’s inside-out, brand-building strategy creates the clarity and actions necessary for her clients to drive consistency, distinction, and advocacy long term. Because her Brand DNA ap...2021-03-2230 minHotel Insights by eHotelierConversational AI: technology to drive guest services and revenueIn this episode we explore how conversational AI can help the hotel industry reimagine what it means to deliver 5 star service, with Rob LoCascio, Founder and CEO of Liveperson.
The Liveperson AI platform makes it easy for consumers to receive support and make purchases in the messaging channels they use every day. It counts some of the world’s biggest brands as its customers including Delta and Hawaiian Airlines the Cosmopolitan Hotel and Virgin Atlantic.
We discuss:
How conversational AI help hotels reimagine how they serve their guests safely.How interacting with guests via mess...2021-03-1717 minHotel Insights by eHotelierHotel distribution: what recovery will look like by regionSiteMinder’s unique global perspective on the travel market provides an insight into future booking trends in all accommodation sectors, particularly through SiteMinder’s World Hotel Index. The World Hotel Index is sourced from SiteMinder’s guest acquisition platform, used by 35,000 hotels and connected to more than 400 hotel booking channels globally.
In this episode, we explore the current trends across all regions and what these trends will mean for accommodation providers.
We consider:
Current trends in the distribution space across all regions.Which regions are looking most positive for recovery and what recovery will look li...2021-03-1018 min
SharkPreneurBrand Clarity571: Brand Clarity Suzanne Tulien– The Sharkpreneur podcast with Seth Greene Episode 571 Suzanne TulienSuzanne Tuline has passionately serving clients by guiding them through a powerful strategic internal brand definition strategy, infusing it into the business and helping my clients truly walk their talk for the past 28 years. Speaking and training is in her DNA!Suzanne started her career working with a dynamic marketing and training firm. She helped design and facilitate marketing training workshops across the U.S. Then, as creative project manager for a global consulting firm, she dove in...2021-03-0221 minHotel Insights by eHotelierChanging customer buying behavioursHow are customer buying behaviours changing as a result of COVID-19? How will they continue to change and how must hoteliers and revenue managers adapt to meet these changing behaviours and new expectations?
In this 15 minute podcast episode, we explore:
How COVID has changed customer behaviours how have these changes are impacting revenue management.How customer buying behaviours are impacting the customer journey.The implications for hoteliers in understanding their customers requirements, particularly through newly created revenue streams where we have no direct connection.2021-02-2313 minHotel Insights by eHotelierRevenue forecasting – is it relevant in a pandemic?The global pandemic has created economic conditions in the market that we have never seen before. But is forecasting accurate or relevant today or are we starting with a blank sheet of paper? In this episode we explore the relevance a revenue forecasting through the pandemic.
In this 15 minute podcast episode, we explore:
Whether a forecast is still relevantNew information managers should source to assist with the accuracy of their forecastsThe relevance of total revenue in forecasting todayHow the industry is defining new standards through this evolving situation?Advice for reopening hotels.2021-02-0312 minHotel Insights by eHotelierCOVID-19 impacts on technology in travelTechnology has historically been seen as a tool within the travel industry, supporting business processes, particularly in an industry so reliant on service. The impact of COVID-19 has seen a new pace of technology evolution, where technology is now seen as vital to business success.
In this episode, we explore:
How technological advances are impacting on the hospitality and tourism industries in response to the pandemic.Whether there is any hope of recovery for international tourism.Whether a talent crisis is looming as professionals leave the industry.How technology is assisting in the training and development of h...2021-01-2820 minHotel Insights by eHotelierThe economic and political impacts of COVID-19In our report titled “Hospitality in the Post COVID-19 World”, author Professor Peter Jones MBA observed:
“This pandemic has caused a fundamental massive disruption and fracturing of the existing economic models on which all countries, institutions and governance models have come to rely. These models will no longer hold true and new and different economic models will emerge based on new realities and society values.“
In this 15 minute podcast episode, we explore the impact economics and politics as a result of COVID-19 on hospitality and tourism industries.
We consider:
How the changing politica...2021-01-1813 minHotel Insights by eHotelierTrends and best practices in Revenue Management systemsIn this episode we talk about Revenue Management with Klaus Kohlmayr from IDeaS Revenue Solutions, focussed on Revenue Management Systems.
Klaus is the Chief Evangelist at IDeaS, having worked in Revenue Management for almost 20 years. IDeaS support more than 14,000 clients in 140 countries.
In this 15 minute podcast episode, we discuss new trends and best practise for hoteliers on a mission to maximise revenue.
We discuss:
What value does an automated hotel RMS provide under the current conditions of low demand and economic uncertainty?Beyond property-level revenue managers, what other roles can benefit from...2021-01-1211 minHotel Insights by eHotelierCovid-19 recovery: urgent priorities for early 2021In this podcast we focus on the first two quarters of 2021 with my guests Larry and Adam Mogelonsky from Hotel Mogel Consulting and the world’s most published writers in hospitality.
We consider:
Urgent priorities for hoteliers today.Which markets will bounce back first, and how you can identify signs of recovery.What to focus on now to be prepared for the inevitable later in 2021.2020-12-1722 minHotel Insights by eHotelierThe role of the revenue manager post-COVID 19In this podcast we discuss Revenue Management with Damiano Zennaro from IDeaS Revenue Solutions, particularly focussed on the role of Revenue Managers as a result of COVID-19.
Damiano is the Director, Global Advisory Services at IDeaS Revenue Solutions, based in Milan, Italy. Damiano leads a global team of professionals who strategically support the travel and hospitality industries in embracing automation and finding the winning balance between people, processes and technology and previously spent over 16 years with IHG. Damiano is also a member of the Revenue Optimisation Board with HSMAI Europe.
Revenue managers are under immense...2020-12-1514 min
Hotel Insights by eHotelierHow COVID-19 has changed society and consumersIn our report titled “Hospitality in the Post COVID-19 World”, author Professor Peter Jones MBA opened:
“The incredible revolution, disruption, discontinuity and change that the world is currently experiencing has never been seen before at this scale and speed. It has turned upside down our understanding of “normal”, it is changing our priorities and values, and will have a major impact on the way that we interact with each other for the foreseeable future.”
In this 15 minute podcast episode, we discuss the first two scenarios detailed in the report, Society and Consumers, exploring the continuing impact of CO...2020-12-0916 minHotel Insights by eHotelierThe commercial impact of COVID-19 on hotelsIn this podcast we discuss Revenue Management with Mike Chuma from IDeaS Revenue Solutions, particularly focussed on the commercial impact of COVID-19 on hotels.
Mike is the Vice President, Global Marketing at IDeaS Revenue Solutions, based in Minneapolis, responsible for leading IDeaS Global Marketing, Engagement & Enablement teams, encompassing product marketing, demand generation, branding, communications and client, academic and industry education and learning development.
In this 15 minute podcast episode, we discuss the impact COVID-19 has had on hotel demand:
How has the pandemic most impacted the structure of commercial hotel organizations.How the role of re...2020-12-0814 min
The Proven Principles Hospitality PodcastWhat Hotels Can Learn From Airbnb’s Response to the COVID-19 Crisis: Matthieu Mauguin, PrivateDealIn the early days of the pandemic, Airbnb made headlines when an internal email to their employees regarding layoffs and restructuring was released. It was widely seen as a positive example of empathetic leadership and used as an example of how senior leaders in hospitality should conduct themselves in light of the turmoil in the industry. Shortly after, the company rapidly made changes to their customer offerings, website, booking policy and a host of other updates in order to hold back the tide of cancellations and anemic future bookings.
On this episode, Matthieu Mauguin, Digital Marketing Manager...2020-11-1829 min
The Proven Principles Hospitality PodcastHotel Strategy, Performance Hacking and Growing Your Business: Michael Harper & Andreas Palmqvist, Hotel Strategy Co.The founders of Hotel Strategy Co, Michael Harper and Andreas Palmqvist, wrote a great article about Hotel Performance Hacking in the Downturn and they join the show to talk about their process for developing a predictable hotel growth system that makes sense of the fragmented, competitive and technology dominated industry we operate in.
They share great examples of performance hacking your hotel and the mindset required to successfully lead your business through the current downturn. It’s a fantastic episode that will set you and your team up to take advantage of the upswing that will eventually come o...2020-08-2229 min
Two Chicks, Three Seats: The Event Manager's Guide to Industry TrendsEpisode 5: Resources, tips, and actions event professionals can take to better themselves professionally during COVID-19 downtimeOn this week's episode, Kate and Rachel will discuss what event professionals can do right now to better themselves and their venues during the downtime caused by COVID-19. They will provide various educational resource recommendations from books to podcasts, webinars, Facebook Groups, websites and more, along with other tips and ideas for social media. Take advantage of the extra time you may have now by using these resources to better yourself for the future.
Links mentioned in this episode:
- Adapting Your Business to Change with Tripleseat webinar Wednesdays at 1:00 pm EST: https://register.gotowebinar...2020-04-1732 minHospitality Digital Marketing PodcastEPISODE 145 - Hospitality Digital Marketing Podcast"Special Co-Host Stuart Butler with Fuel Travel gives us the 'rule of fours', La Quinta give a new/same take on rewards, Marriott makes a 'peace offering' to Starwood faithful and Expedia and Priceline again show us how to get it doneâ?? Hello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #145, we are airing Friday, March 3rd, 2017 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our w...2017-03-0300 minHospitality Digital Marketing PodcastEPISODE 144 - Hospitality Digital Marketing Podcast"HSMAI Digital Conference recap and red carpet reviews of the Adrian Awards Gala. Plus real sales tools that can be used, Pinterest makes a new tool, and Instagram rolls out a new ad platform tool." Hello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #144, we are airing Friday, February 24th, 2017 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show â??This Week in H...2017-02-2400 minHospitality Digital Marketing PodcastEPISODE 141 - Hospitality Digital Marketing Podcast"Hotel held for ransom over its room locks, guest rewards versus loyalty programs, dating Googles phone tracking, and scary robots and sky net" Hello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #141, we are airing Friday, February 3rd, 2017 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show Ã?¢Ã??Ã??This Week in Hospitality Digital MarketingÃ?¢Ã??Ã?? which also airs every Friday at 10:30 am Central US Time. SO l...2017-02-0300 minHospitality Digital Marketing PodcastEPISODE 140 - Hospitality Digital Marketing Podcastâ??Adrian Awards, block & tackle strategies and 7 trends you need to know" Hello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #140, we are airing Friday, January 27th, 2017 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show â??This Week in Hospitality Digital Marketingâ?? which also airs every Friday at 10:30 am Central US Time. SO let's get started; Co-Hosts Edward StOnge Robert Cole Tim Peter Hol...2017-01-2700 minHospitality Digital Marketing PodcastEPISODE 134 - Hospitality Digital Marketing PodcastPotential topics Marriott makes a movie with some moxy four ads are better than two? google expands local universal box Google air now shows hotel deals with memberships? Laquintas loyalty program looks good for next year KSL buys more stuff TripAdvisor invests big into business travelers Hello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #134, we are airing Friday, December 16th, 2016 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a...2016-12-1600 minHospitality Digital Marketing PodcastEPISODE 133 - Hospitality Digital Marketing PodcastAirB&B Dodges NYC fines, Marriott Adds more confusion of brands, yet more acquisitions and who really won this yearâ??s best reward program?â?? Hello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #133, we are airing Friday, December 9th, 2016 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show â??This Week in Hospitality Digital Marketingâ?? which also airs every Friday at 10:30 am Central US T...2016-12-0900 minHospitality Digital Marketing PodcastEPISODE 128 - Hospitality Digital Marketing PodcastHello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #128, we are airing Friday, November 4th, 2016 where every week we spend around 20 minutes sharing the most interesting tools, news, and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show â??This Week in Hospitality Digital Marketingâ?? which also airs every Friday at 10:30 am Central US Time. SO let's get started; Show 65 recap CO-Hosts Edward StOnge Robert Cole Show Notes â?? revpar hacking book go.flip.to/revparhacking Minute 119 â?? Flip.to f...2016-11-0400 minHospitality Digital Marketing PodcastEPISODE 122 - Hospitality Digital Marketing PodcastHello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #122, we are airing Friday September 23rd 2016 were every week we spend around 20 minutes sharing the most interesting tools, news and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show â??This Week in Hospitality Digital Marketingâ?? which also aires every Friday at 10:30 am Central US Time. SO lets get started; Live Show 59 recap; "Darlene Rondeau from Leonardo is our special guest, Marriott and Starwood are finally final, Google ha...2016-09-2300 minHospitality Digital Marketing PodcastEPISODE 116 - Hospitality Digital Marketing PodcastHello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #116, we are airing Friday August 12th 2016 were every week we spend around 20 minutes sharing the most interesting tools, news and techniques being used in digital marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show â??This Week in Hospitality Digital Marketingâ?? which also aires every Friday only at 10:30 am Central US Time. SO lets get started; Tool of the Week -- Dooley â?? a great affordable sketch drawing tool for the creation of presentations and...2016-08-1200 minHospitality Digital Marketing PodcastEPISODE 115 - Hospitality Digital Marketing PodcastHello everyone and welcome to Hospitality Digital Marketing the podcast, I am your host Loren gray and this is episode #115, we are airing Friday August 5th 2016 were every week we spend around 20 minutes sharing the most interesting tools, news and techniques being used in digital marketing for the hospitality industry. But before we get started I donâ??t think I need to remind everyone it is the beginning of that wonderful time we call budget season and for that reason we have as a special guest interview with Mr Dean Schmit of Derbysoft. As so many of you have heard o...2016-08-0500 min