Archive for the ‘Operations’ Category

Economic Analysis: Weathering the Storm: Tom’s Take

Friday, April 23rd, 2010

Was just reading that 61% of US Government expenses are covered by the taxes the government collects. Other 39% has to be borrowed.

The Congressional Budget Office (CBO) has already forecast a 4.5% deficit to GDP for the next 10 years.

Meanwhile, the government continues to spend money we don’t have on programs that will never increase real tax revenues or the size of the taxpayer base. In the last 50 years the federal government has made no real attempt to solve the above deficit problems long term.

So what does it mean for hotel business as we look “down the road?”

One persons problem is another persons opportunity.

As the government gets bigger and bigger obviously there will be more business from governmental agencies. Equally important will be all the companies calling on various government agencies either to sell to, or get something from the government. Then there will be all the companies who call on the government who are just trying to get a piece of the action.

Historically, “insiders” have gained the most from swings in governmental spending. That’s why there are so many lobbyists trying to influence governmental agencies. Yes, they are trying to influence policy, but more important is having advanced information that can benefit them.

How do you become a government insider?

Knowledge is power.

Who in your community will benefit from the government taking a more active role in our economy? How much do you know about those entities? How can you learn more?

Even if your business is in a small town there are businesses and organizations that work closely with various business organizations. Be sure you know who they are and have a plan on how to increase your business from those organizations. They are going to have needs for hotel rooms, create group business, and have a need for recreational programs. They can benefit hotels that specialize in transient business or group business, and they can benefit resorts.

What’s the best way to tap into this buisness?

Use the Internet.

Create a social media campaign using email to reach out to organizations for each market segment you are interested in.

When thinking social media we immediately think of Twitter and Facebook. Instead, create your own social media network and let it expand based on people who are interested in what you are offering.

Have a monthly email that appeals to a highly targeted group of your customers. Ask them to subscribe and to share your emails with others they know who would be interested. By appealing to a highly specific group of customers it becomes very easy to write to them. It’s much easier to write for a narrow market. As soon as we try to write information that will appeal to a mass market we have to spend a long time carefully thinking about the market we are trying to appeal to.

This blog is written first for the hotel industry and secondly has some applications to the overall hospitality industry. Were I to write this for a much broader audience I would have to write much longer blog articles and use lot more examples, and I could not be as specific. I have a great deal of admiration for people who have the ability to cogently write for large mass audiences.

Break your marketing emails down to as small a market segment as you can. This will enable you to exchange information and feedback that is highly targeted to the needs of the specific segment. Your goal is to increase your business from that segment by 10% each year. Will you always hit the goal? Probably not, but having an aggressive revenue goal will keep your monthly emails highly targeted.

Share what’s working for your hotel. We are all peers, very, very few of us are really competitors.

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Economic Analysis: Uncertainty Can Be Good News: Tom’s Take

Wednesday, April 21st, 2010

Robert Frost said, “In 3 words I can sum up everything I have learned about life. It goes on.”

Friday I was reading that crisis in Greece continues to worry investors. RE market seems to have turned the corner in the US. Next article said RE market remains weak. Meantime, volcanic eruption in Iceland has royally screwed up airline flights. To point UK has sent ships to pick up stranded citizens in the Baltic. Stock market rallied. Wait a minute, it dropped Friday on news of yet another scandal.

What the heck (alright I tamed that down) does all of this mean? How do we make it work for our businesses?

The more I read the less I know. If I don’t like one analysis I can read a little more and get the opposite analysis. Economics has always been more art than science. Yet, people, or at least the media seem to be dwelling on economic predictions more than ever.

“At first I was uncertain, now I’m not so sure.” Anonymous

Those of us in business need to be aware of what’s going on in the world. But then move forward without relying too much on what’s going on. Another quote I like, “There’s nothing wrong with looking back, just don’t stare.”

There are certain things we know.

The world knows that natural resources are depleting and the population is exploding. Likewise, each of us should know what is going on in each of the communities we do business in. Which businesses are growing and which are contracting. But do we?

I was recently talking to a VP Operations who has been asking their hotel management teams:

  • When was the last time the GM’s asked their teams, specifically, which local businesses were growing or poised for growth? When was the last time the sales team visited those businesses to learn what their needs were?
  • When was the last time they attended Chamber of Commerce Meeting? Met with the local CVB? Had lunch with their peers from other hotels? Attended a Rotary or Kiwanis meeting? Were involved in another civic activity?

This VP was worried that the teams were concentrating on today’s business to the exclusion of future business. The VP was right. The GM’s had not been asking the first question. Attending a staff meeting it was quickly apparent Department heads were not getting into the community to learn what was coming. Most of the Department heads belonged to one or more organizations, but they rarely attended meetings.

Action Plan

Hotels had their sales teams calling on known accounts and local businesses. Department heads had to attend at least one civic function a month. By dividing up civic organizations, each hotel assured attendance at majority of meetings and functions. Things that should have been happening all along, but in the effort to get immediate business, things that were not being done systematically.

Results

First month hotel picked up 4 additional catering functions. Booked 3 small meetings for the next month. All a result of sales team calling on businesses they added to their list of prospects. Attendance at civic functions and meetings resulted in booking 3 wedding receptions, an anniversary party, role out party for expansion at local business, and events for 3 new businesses that were opening within 3 months. Plus over 20 leads for other business functions with potential for over 300 room nights.

VP’s prodding reminded Department heads they were all responsible for sales for their hotel.

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Tom’s Take: Innovations for Second Quarter

Thursday, April 8th, 2010

Yesterday in Business is Better, Closing In On Good, But Not Great “http://www.securemploy.com/blog/2010/04/07/business-is-better-closing-in-on-good-but-not-great/” I indicated that most companies we have talked to did slightly better than planned for the first quarter. Some felt they were overly conservative in their projections. Others felt they didn’t get as big a “share” as they wanted. Etc. Bottom line: many companies are not as happy about first quarter as they should be. Congratulate yourself if you achieved NOP!

Innovative Thinking for Second Quarter.

Had a delightful conversation with a progressive thinking VP Sales & Marketing early this week. He really got me thinking. I asked if I could share his ideas. He agreed.

He introduced me to:

Zero Based Marketing & Sales Projections Increase Revenues 11%

All of us are familiar with Zero Based budgeting that was all the rage a few years ago. (Incidentally, a number of progressive management companies are still using the concept and seem to be beating the industry profit averages by 5-7% every year.)

This VP sits down with sales teams at each hotel, every quarter. They analyze all the booked business. What has been booked. At what rate. What additional services/products were added to the sale. What F&B is included. Then they go through a check list of 97 things they can offer to any group or guest to identify what they did not sell. Now they re-analyze each piece of business to identify how to get additional revenue from the group.

They have been doing this for 9 months. On average they have increased revenue from existing bookings by 11%.

The VP takes this a step farther. Before each sales call the sales person studies the list of 97 items that can be sold and charged. Which will benefit this group or corporate account the most. They look at what will provide the most benefit to the customer. Not what will give the hotel the greatest profit margin. This VP understands the key to sustained long-term profits is to keep all the accounts. VP knows that only happens if you meet the clients needs first.

Can It Really Be This Simple?

VP Sales and Marketing said they learned early that they always left money on the table. Sales people are trained to close the sale. It’s tough to be in the middle of that process and remember everything you can sell. By analyzing what was missed, from the customers perspective, they can go back to the customer and help the customer better meet their needs.

I asked if the customer always “traded up.” The answer? “Almost always, but typically at a fraction of what we suggest.” It’s easy to identify ways a customer can significantly increase their results by spending 20% more. That’s rarely in the budget. “Customers always appreciate our suggestions, even when they don’t use them. They appreciate our thinking about their business. By concentrating on how our suggestions will benefit them, they “get” that we are not just trying to re-negotiate the deal.

Sweetening the deal.

Once in a while, the customer just can’t add anything. Before we make our suggestions the sales team at the property has identified 1-2 things they would be willing to “throw into the existing deal” to improve things for the customer. These customers are blown away by our offer. It stops them cold if they were thinking we were just trying to renegotiate after the deal was signed.

The Best Part-90% Re-bookings.

That’s right. This company has re-booked 90% of the business that has been exposed to the above. “Customer loyalty is the name of the game for any business. I always remind our teams that it’s easier to get additional dollars from existing customers than to find new customers. We all know it. In our zeal for additional business, I found we were pushing our sales teams so hard they were not giving our existing customers the attention they deserved.”

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Reaching Your Goals…Everyday

Thursday, April 8th, 2010

John Giusti, VP Small Business Marketing for Staples recently stated “You’re 80% more likely to reach a goal if there’s a commitment with some level of incentive and accountability.”

John’s quote got me thinking on what each of us can do to be more effective. Following are things we have started.

Each of us has more to do in a day, than there is day. Give yourself incentives to complete items on your “To Do” list. Give yourself larger incentives for the strategic tasks on your daily list.

Hold yourself accountable to the critical items on the “to do” list. Carefully evaluate which tasks will impact your business and career the most.

Now pass along the above tips to your employees and then have some fun comparing results and offering a prize to the team member that does the best job staying on task for the week.

It’s not easy. Our business world has lots of interruptions we can’t control. We each need assistance in “staying on task.

Share what works for you.

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Tom’s Take: What Do Transient Guests Want?

Saturday, April 3rd, 2010

We all assume we know what our guests desire when they stay with us. Do you really know or are you assuming you know?

Do you need more or less amenities?

Some hotels and companies do an excellent job surveying their guests. These hotels have advance knowledge on their customers changing tastes.

When was the last time you surveyed your guests when they checked in or out?

Start by giving guests a 4″ x 6″ card at check in that asks: Please indicate the 3 things we can do to make your stay enjoyable. Then have 3 lines. At bottom ask them if they would like you to remember these for their next visit. If so please enter their name and email address.

At check out give them a second 4″ x 6″ card asking them to list the 5 most important amenities you can offer. At bottom ask them if they would like you to remember these for their next visit. If so please enter their name and email address.

Giving guests blank cards enables them to tell you exactly what is most important to them. After the guest has left have your front desk staff indicate on the card whether the guest is traveling on business or pleasure. If possible identify the business the guest is in.

Several hotels are starting to survey their customers each time they check in. The hotels have developed follow-up mini-surveys for repeat customers. Better service starts by understanding each of our guests. The above program cost is typically less than $25 per month. If you don’t have the ability to print on 4″ x 6″ card stock, then use 8 1/2″ x 11″ 28 pound paper stock. Run it through your photocopier and cut it into quarters.

To run efficiently, we each need to apply “zero based” practices whenever possible. This means starting without preconceptions. Several hotels that have done this have found they could eliminate some of the room amenities they provide “as a matter of course.” Of course these hotels have to meet brand standards. They have also been able to suggest to brands that some amenities need to be available. That doesn’t mean they need to be in the room.

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Attracting Millennials to your Hotel

Wednesday, March 17th, 2010

Millennials are more social than Baby Boomers. Staying in their room working all evening, or watching a movie doesn’t hold a lot of appeal. They would rather work in the lobby or an open business center, even if they are not conversing with others. A key is a roomy business center. They are not interested in seeing how many people can be crammed into a 10′ x 10′ “business center.” They’ll work in the lobby first.

What can you do to encourage them out of their rooms?

  • One hotel started offering popcorn from 4:30-7 PM weekdays. Guests checking in came back downstairs. Business travelers enjoyed the popcorn. The popcorn encouraged conversation. So this select service hotel got a permit to sell beer and wine. First month on the program beer and wine sales topped $10,000. Now they are looking to add simple sandwiches. Word is spreading, and the hotel picked up additional 221 room nights in Feb. They now lead their market segment by 20 points. (They were third in the segment.)
  • Another hotel had a very small lobby. They moved their fitness room which had been just off the lobby and next to the pool. They converted that room to a “great room” with a big screen TV, 3 computer work stations, 3 game tables, complete with decks of cards, backgammon, cribbage, etc. They also added 3 vending machines. First month, vending machine sales topped $1100. Now there are typically 5-10 people in the room from about 5-10 PM weekdays. Families use the room on weekends when kids games replace the cards, etc. No increase in repeat bookings yet, but no attrition either
  • Another hotel knew a retiree who loved to make homemade donuts. They convinced her to make her donuts in the hotel from 5-6:30 PM weekdays. She always baked up few so the smell greeted guests checking in. Then she would fry up donuts and dip them in the frosting of the guests choice. The program was so successful it quickly attracted local business people. She now has taken over two rooms and the donut operation is available from 6 AM to 6 PM. Occupancy in Feb. was up 11 points over 2009 and ADR was up $3.

Share your success stories with us.

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Tom’s Take: Hiring the Top 40%

Thursday, February 4th, 2010

Employers are telling us they will need ‘better’ employees in 2010.

Their definition of better? Employees who are:

  • Highly motivated,
  • Already cross-trained, or demonstrate the ability to be cross-trained
  • Have accomplishments they can quantify
  • Team players
  • In all probability, currently employed.

The above definition applies to 40% of employees at most. The rest may be good employees, but don’t have the same degree of promotability.

2010 employers all need to do more with fewer or the same number of employees. That means that all employers will be chasing the same 40% of the work-force.

How to Attract Candidates in the Top 40%.

  • Offer highly competitive compensation packages and don’t be afraid to quote real salaries. Especially when advertising  sales positions.
  • Tell them about your standards of performance for their position.
  • Describe your management team and how they work together.
  • Indicate how they can make a positive impact on your company.
  • Tell them about people who have been promoted.

To hire candidates rated among the Top 40% you need to give people a reason to apply for your jobs. These candidates are currently working. They are willing to listen to new career opportunities. When you first reach out to them they are not highly motivated to change jobs. Your employment advertising needs to be create a reason for them to start thinking about changing jobs now.

Willing to share? What recruiting techniques are working best for you?

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Tom’s Take: Profiting from Multi-Family Ind. Problems

Wednesday, February 3rd, 2010

There is a lot of doom and gloom talk in the media, and in our industry on what lies ahead for 2010. I try to follow it all. WHY? To identify where the hidden opportunities are.

None of us can afford to waste time waiting for the government to bail us out. It’s never happened yet. The business world is always responsible for our own “bail outs.

I just read an article on the bleak outlook for multi-family sector of our industry. Their problems open opportunities for Extended Stay hotels in our industry to take some of the multi-family business. Is it great business? Maybe, maybe not.  But it can provide a base of business. It can also be an option for some older hotels that are struggling and can’t afford a renovation.

Luxury Extended Stay Opportunity: Many major corporations maintain corporate apartments their employees use when coming to corporate or regional offices. High-end extended stay properties can compete very effectively for this business. Whether it’s business related travel, or temporary housing for relocating employees.

Mid-market Extended Stay Opportunity: Seek out mid-market companies. Ask if they have corporate apartments for transferring or traveling employees. Perhaps you can provide the services less expensively. Mid-market full service hotels can also provide a service to these companies by offering use of F&B outlets. Include the price of 1-3 meals a day into the price of the suite. This can benefit your F&B facilities as well as benefit the customer, especially those with children.

Basic Extended Stay Opportunity: There can be opportunities to make multi-month rentals/leases to people displaced from their apartments. You can determine the types of long-term rental customers that best meet the needs of your property. Long-term rentals to guests with pets might be excellent market for ground level units that have patios/exterior entrances. Or for rentals to guests with special needs.

Resort Opportunity: Resorts close to headquarters for companies may be able to pick up relocation stays. Many companies would rather put their employees up at nice resort than some apartment/hotel in town. Should resort be lucky enough to attract several stays from a corporation at once, offer to provide basic transportation back and forth.

Opportunity for Hotels in need of restoration or who are being pressured by franchisors or financial institutions: Evaluate your physical plant to identify opportunities to convert rooms to studio or one bedroom apartments. Then identify if the revenues you can generate can provide a better ROI than the current use. At very least it might provide a base of business to cover the basics.

There are always opportunities. Watch and listen for them. Then encourage your employees to contribute their ideas.

Have a profitable week.

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“Less Worse”-Most People’s View of 2010

Monday, February 1st, 2010

Thanks to Jim Higley and HotelNewsNow.com for the excellent summary on where people think our industry is heading in 2010.

Blog: These conferences reveal some interesting trends
Posted by Jeff Higley at 12:00 AM

The best part of back-to-back conferences at the beginning of the year is they provide a gauge of what’s in store for the months ahead. It was no different last week as the Americas Lodging Investment Summit in San Diego and the Hotel Brokers International annual meeting in Las Vegas provided more than just a glimpse of what’s going on in the hotel industry:

  • “Less worse” is how most people are looking at 2010. It’s not going to be great, but it will be less worse than 2009.
  • Insurance companies such as Pacific Life are beginning to dip their toes into the hotel-lending space, and that’s a good sign there’s at least something positive starting to happen. Of course, these loans will mostly be for big-box hotels that at one time had a value of more than US$100 million. Therefore, we’re still waiting to hear of a mass of lenders interested in jumping in for properties previously valued at US$20 million to US$80 million.
  • Regional banks will start foreclosing on hotels this year as they will get pressure from FDIC regulators to shore up their books.
  • A number of companies, including HEI Hotels & Resorts and Richfield Hospitality, have money to lend to hotel owners who have troubled assets. The companies want to lend what essentially is mezzanine financing, but instead of having the money paid back, the companies want an ownership stake in the troubled asset.
  • In general, as long as hotel owners are meeting their operating expenses and can meet debt interest obligations and have a penny to pay the bank, they won’t receive too much chin music from the bank.
  • Any banks lending money are requiring 50 percent equity for the discussion to even get started.
  • There’s belief that the long-awaited increase of the Small Business Administration loan limit to US$5 million is around the corner. The increase has been talked about for more than a year. The limit currently is US$2 million. When it is increased, lenders such as PMC Commercial Trust (which hasn’t stopped giving SBA loans during the downturn) will find plenty of borrowers in line.
  • Regardless of the reason for gathering—a general session, a panel discussion, networking events or late-night rendezvous at the lobby bar—there is a firm belief that the industry has hit bottom. No one is sure if there’s going to be a W recovery—which will mean an increase then a decrease—but there’s a strong belief that the bottom has been reached in operating performance and transaction activity.
  • Most executives I talked with are budgeting for RevPAR to be between -6 percent and +3 percent. The more optimistic groups are convinced there will be a huge uptick in the industry following a tough first quarter. Those with a more pessimistic view think the comeback won’t start until late in the year.
  • One of the more interesting approaches to what the recovery might look like was presented by a couple of attendees who said they expect it to look like a square-root sign. That’s some ups and downs and then a long flat recovery. I tend to think it will have the look of a Nike swoosh—a steady gain in momentum beginning late in the third quarter of this year.
  • Hotels took a beating during request-for-proposals season as clients were looking to save money any way they could. A number of people told me they took the approach of, “Hey, we can make this cut now, but if we do this for clients, we won’t be here next year. So, for long-term considerations, don’t try to squeeze every cent out me for rates.” Most of the people said the clients were understanding. My question: When good times return, will we remember those clients when we’re raising rates?
  • In pre-ALIS polling, 38 percent of attendees said a turnaround will occur in the third quarter of this year, Jim Burba told attendees. Seventy-five percent said it will come sometime this year. What’s more encouraging is that 60 percent said their companies will grow this year.
  • The biggest worry for conference attendees clearly were the lack of debt and the lack of group business.
  • A stark statistic from Mark Lomanno’s Smith Travel Research presentation: On an average day, the hotel industry sells 215,000 fewer rooms (US$42 million in revenue) than it did 18 months ago.
  • Also from Lomanno: High-end hotels were affected by rate more than demand, and low-end hotels were affected more by demand than rate.
  • The quote that best sums up the transaction environment comes from Arthur De Haast of Jones Lang LaSalle Hotels: “There’s a lot of stress on the system, but not as much distress, and that’s what the buyer is looking for.”
  • It was no surprise when the 1,001-room Hilton Orland-Bonnet Creek and the 498-room Waldorf-Astoria Orlando took home the Development of the Year honors at ALIS. The US$550-million project developed by KUD International LLC and Brooksville Development Corporation was among the most impressive hotel projects that opened last year. … Other ALIS award winners included the US$44.24-million purchase of the iconic 322-room Windsor Court Hotel in New Orleans, Louisiana, as the winner of the Single Asset Transaction of the Year Award. The Berger Company and Crow Holdings paid about US$137,422 per room to Orient Express Hotels for the property. … Ron Danko, executive vice president of CBRE Hotels, won the Jack A. Shaffer Financial Advisor of the Year Award. … And Randy Smith, founder and CEO of STR, was awarded the Lifetime Achievement Award from the International Society of Hospitality Consultants at ALIS.
  • There is some sentiment that top assets in certain markets are ready to start pushing rate.
  • There is more demand than ever for a broker’s opinion of value—especially as more banks take back hotels. They’re looking for some consistent valuation, and it appears brokers can provide that stability for lenders looking to unload assets from their balance sheets.

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10 Online Marketing Tips for 2010

Saturday, January 23rd, 2010

I’m just getting caught up. Tail end of December Ryan Bifulco had following excellent article on HotelInteractive.com. If you don’t subscribe to HotelInteractive.com, give it serious consideration.

There are countless studies and reports touting how critical it is for hotels to be active with blogs, search engines, e-mail and social networks. Yet many hoteliers are still very skeptical about new media and Internet advertising. With empty rooms to fill in 2010, perhaps more hotels will warm up to these online hotel marketing programs:

  1. Rethink your Distribution. Partner with people that produce results.  Grow your bookings through a combination of targeted banners, text links and e-mails.  Distribution does not just mean listing on Expedia anymore.  Look at meta search players and travel sites to fish in new ponds.
  2. Stop Ignoring the Power of Viral Marketing. This year it’s about engaging potential customers using online videos, podcasts, blogs, games and social networks.  All of these areas allow users to spread the word about your hotel as they share it with their friends.
  3. Participate in Social Networks. This doesn’t mean slapping up a Facebook page without also having a fan page and group as well as the right audience as friends. Having a Twitter page with 50 followers won’t do the trick, so be an active part of the conversations to boost your following (audience) and make sure you know the Twitter lingo such as “#traveltuesday.”

  4. Fuse in Digital PR. It used to be important to just have your hotel featured in the Sunday section of The New York Times. Today it’s also vital to have your hotel show up on popular online sites like About.com, which coincidentally is owned by The New York Times and draws in 60 million unique users a month.
  5. Retarget Travelers. 98 percent of the users that visit a Web site leave without buying anything.  But hotels can use retargeting to have a second shot at advertising to that same potential visitor even after he has left your site.
  6. Revisit your SEO plan. SEO has changed more in the last year than in the last five years. SEO does not mean buying your way into Google (we call that SEM, folks). It means making your site as friendly as possible to the search engines. It also means doing more with blogs, bookmarks, social media, video SEO and audio SEO.
  7. Shoot an HD video. Time to upgrade those hotel photos from five years ago!
  8. Package your Hotel. You need to offer more than the traditional “breakfast package.” Get creative and sell the experience. Why not put together a “Thrill Seeker Package” which includes the room and a day of skydiving.  And don’t be stingy on your room rate, as you can mask it within the total price of the package.
  9. Publish your own E-mail Newsletter. When guests register online or at the hotel, ask them for their e-mail address and see if they might be interested in receiving a monthly newsletter filled with interesting information about the hotel, specials, packages, seasonal menus, etc. Building this internal database of travelers interested in your hotel brand is priceless and an excellent way to market your hotel throughout the year.
  10. Develop a Digital Strategy. Brainstorm with your team and work with experts to understand how to tie all these things together in a way that fits your brand. The items listed above are all related and must be harnessed together to really get ahead.
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