Recession Lessons Learned: What Will Drive Hotel Sales & Revenue

Recession Lessons: What Will Drive Hotel Sales & Revenue Management in 2010 | http://www.hospitalitynet.org/news/154000392/4044799.html

Spa Benchmarking

Spa Benchmarking: Reliable Research Versus Press Release Research http://www.hospitalitynet.org/news/154000392/4044810.html 2 minutes ago from web

A New Insight into HR is it a new trend ?

I did some sleuthing as it were, I applied for a position as a GM for a Fine Dining Restaurant here, and was simply amazed at the procedures of today. Given I am a dinosaur...let me back up..I started in the hospitality industry in 1981, I worked my way up to F& B Director. Through my career I was associated with some of the premier hotels and resorts. Coupled with experience in Fine Dining within a 5 star property, I applied online, given that for the past 6 years I was on the fringe of the business selling food and provisions for a national foodservice company, and decided to try to see if I could get into the hotel business again.

I applied on a Wednesday early in the morning, was requested to call the resort for an interview within 5 hours of posting. I called, played phone tag, and agreed to an interview the next day.
At the close of the interview, I was informed of other candidates, and "in house" as well. I was stunned. Being the Dinosaur I am, in the old days it was scour in house first, and within the company, then and only if there were no matches, you went outside.

It seems that today in the advent of technology, and given the economic times, hotels today "pool" the candidates....I am not quite sure I agree with this but then again, I'm a dinosaur.

“A Nickel is like a Manhole Cover”

Cost Control is a key element of a hotel or restaurant success. Especially in today's market. A new thought on an old one is that the Menu was priced out based on a 33% Plate cost. The Menu development today suggests that although that may hold true for some items, it should be realized that some may have a 50% Plate cost on them.
Owners should run a comparison every 4 to 6 months on Item cost. Some of the Center of the Plate (COP) Will change weekly based on Market reports supplied by vendors or off of the Internet.
There are many keys to controlling food cost , In some operations there is the Beverage cost there can be costs on all liquor and beer, whether it’s a shot, a mixed drink, or a bottle of beer, or a pint. There is the wine factor of selling Wine by the glass or the bottle. It will depend on your operation. We have Menu Planning, and Cost Analysis, and Cost Control systems, Inventories, Labor and Budgets available. We are ready to help you be a success. http://www.sutterpine.com/

Who's More Important: The Division President Or The Customer?

“Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances, and complain and banter in the presence of customers?
www.hospitalitynet.org/news/4043826.html

We have all seen this and done this, It still amazes me. I recall when one of the best visits was an unannounced one on a layover, they had a day to kill and made the most of it, the best parts were that the rooms picked for inspection weren't the ones picked by the GM, they were picked by the Hotel Company Owner and President at random since he was on the trip also..

We Are all Clark Kents..

This article is about Superman. Not the man of steel with a dubious sense of fashion, but the one on a hotel company’s payroll. The perfect combination of skill, experience, ambition, loyalty and commitment – the company’s top talent. But do hotel companies know who their Superman is? And equally importantly, does he know what is expected of him? HVS Executive Search decided to play Lois Lane and went out in search of the superhero.
www.hospitalitynet.org/news/4043834.html

It Makes a Difference...

I was always told that you were to go an extra mile for Guest Service...Today I saw it in action.
A gentleman took some drycleaning in the other day, his car had broken down, and had a 50% off coupon in it. He explained it to the clerk, it was not noted, and his bill upon pick up was very high. He explained it to the clerk, who wouldn't give him the 50% off, a rule was a rule. He was patient and reviewed it with the clerk, she was the one who said the manager was not going to take it. As they say in sports, upon further review" they accepted his coupon, re adjusted his total. It was a Win - Win situation for the company and a customer...
www.sutterpine.com

GOPPAR, A Derivative Of REVPAR

Hotel managers, operators, investors, and analysts typically now use RevPAR as a basis for their hotel performance measure and analysis. This widely used measure reflects the guest rooms revenue on a per room basis, thereby monitoring the success or otherwise of the hotel's rooms inventory management. Hoteliers aim to maximise RevPAR by means of an occupancy and average rate trade off. Rooms revenue makes up a large portion of total revenue. Typically, full-service three- to five-star hotels derive about 50-65% of their revenues from rooms. Budget and extended stay hotels with limited additional facilities make up to 90% of their revenues from rooms. http://www.hotelschool.cornell.edu/research/chr/news/newsroom/item-details.html?id=4015061

Safe and Secure

I spent a few years working with Hotel Security, and as a Security Director within a Hotel Operation. I thought that this was a good article and had some good points. We at Sutter & Pine Hospitality take Security Operations within any system seriously, and hope that you find this helpful..For any assistance Let us help you. www.sutterpine.com

The case of an ESPN reporter who was videotaped through a peephole in her hotel room door shows how easy it is for a hotel guest's security and privacy to be violated. Here are some tips for staying safe in hotels. http://www.hospitalitynet.org/external/4043726.html

Beyond the Realm of Service

I recall back in the old days of true hotel service I was working in a luxury hotel and a guest checked in from the airport, his luggage was lost, all he had was his briefcase. It was late evening, and he had a big presentation the next day, it was late and nothing was open. One of hte staff from guest service asked the man's size and figured they were about the same size, He drove to his house and brought back a suit, a shirt, and a tie.
The laundry staff hadn't left, and the measured the man and re-fit the suit to the man, pressed the suit and the shirt. In the end the guest got off to his presentation ok, and he was very satisfied and as a result it eventually led to repeat business.

Does service like that still go on today, do we go the extra mile, do we think on our feet?

http://www.sutterpine.com/

Top Ten "Must Do's" for a Successful Luxury Hotel Opening and Product Launch in the Digital Age

Top Ten "Must Do's" for a Successful Luxury Hotel Opening and Product Launch in the Digital Age By Karen W. Escalera

Who said that a celebrity studded gala, a million dollar event, or other big price tags are the only ways to get a new luxury hotel, resort, or other product noticed? Effective public relations launches don't have to "break the bank."
Whether it's launching or repositioning a brand, a technology, a destination or a hotel, certain principles are fundamental to each new challenge: know the competitive environment, plan early and remember the adage, "first impressions are lasting ones." Successful PR programs for upscale products just need to have the finest basic ingredients and a healthy dose of creativity. Here are the top ten "must do's" for a successful launch: http://www.hospitalitynet.org/news/4043703.html

“When Service Counts”

Service counts in all aspects of hospitality. From the Doorman or the Greeter, from check in to the housekeeper. It’s not just the Host or Maitre’d, the server or the bartender it’s the whole visit.
In my travels and experiences it’s the small things that I notice, the keys to success that get overlooked.
They seem small and inconsequential, but they matter. The key that brings success is training, which brings repetition, and results in consistency. Set a firm standard and looser goals and allow the two to develop.
Training sets the example of what is expected, using a pad and pen to get an order right, , not relying on memory to get it all right. We are here to make it an experience to remember, not to forget. 4 things that a server should be required to use at all times, a pen, a pad, a wine opener, and up-selling...We have Training plans available, and Can customize one for you. We are more than ready to help. www.sutterpine.com

A Helpful Site Foodservice.com

This is a great site . www.foodservice.com I used it when I was a rep on the street selling food. As an operator it is important to have the most current information on marketing, trends, and reports on all groups of food that will influence your purchasing. Some weeks your rep may not be able to get you the reports, so this is a great source. I also have them as a "Favorite Link" just in case you need to come back and use it. Or you can find it by following me on Twitter as Kabuki28
Sutter & Pine Hospitality is a full service firm for the Hotel & Restaurant Industry.
www.sutterpine.com

In the current economic conditions Hotels today cut staff, switch vendors to get a better price. Owner's today unfortunately expect to get the most they can each month. In hospitality there are the inverted pyramid models that get preached as the employee's come first., and the owner's last. Cutting staff will and can inconvience guests, and switching vendors for pennies can cost you consistency.

I am reminded of an owning group that demanded that they get their $400,000 paid out after the books were closed then vendors could be paid, even before payroll. The hotel exists still but under new owners.

We at Sutter & Pine Hospitality are old school hoteliers, who believe that there is still room for
improvement. Let us show you how. www.sutterpine.com

5 Star Service...The Extra Mile

The key to success of a true 5 Star Hotel is the willingness of the staff to provide such a stay at such a level it cannot be forgotten. It is more than the Valet, the Doorman, The Restaurants, ..It the special requests and how they are executed..." Never Say No".."I'll be Happy to Check and See"
www.sutterpine.com

FREE Ezine from ArcaMax, Inc.

FREE Ezine from ArcaMax, Inc.: "Quote of the Day
John Quincy Adams, 6th US president
'If your actions inspire others to dream more, learn more, do more and become more, you are a leader.'"

The Beginnings

This will be a blog to help Hotels & Restaurants get back to the foundation of excellence.
In time it will hopefully become a tool.