Hilton launches online room selection by floorplan
December 20, 2006

Very interesting article.
I think that this a great idea, concept, because it's true that upon the check-in process, you never know what you will be getting unless (but not always) you are a loyal member of the hotel and the staff knows you what your needs, desires are.

When I travel and stay in hotels I like to be able to have control and choices like most people, you pay a certain price so you are looking the quality, the space, the tranquility...

I remember working as a front desk agent, I sometimes overhead discussions or even during morning briefings on how this guest is a "pain" and so therefore they will attribute him/her a smaller, less nicer room.
Sometimes guests check-in late, they are tired, they don't want to smile but you, you still do, it's your job, it is not a reason to allocate to someone a bad room. When occupency was not too high, on low season or whatever, I rather give a good room so I have an happy guest, that will probably wants to come back.

However now, with what Hilton is doing for his VIP's (loyal) guests, they defenitely have more choices, options to consider.

Westin, MSN Offer “5-Minute Vacations”

This article talks about the program called Westin Sights & Sounds that was created by MSN.

I believe this has a very good impact for Westin because consumers who visit MSN's network will see those ads and will take a look at them.
"The idea is to provide an experience that consumers will link to the brand" says Sue Brush, svp-Westin Hotels. As she is saying in the article, maybe people will remember the ads and say "next time I travel, I'll consider Westin".

Westin is trying to convey a feeling rather than talk about rooms and rates, I think that this is a good path to go with. Personnally, when I clicked on the link to get to Westin Sights & Sounds, I found it different, peaceful (white tea, westin's signature scent), interesting, and I got a sense of travel (images, local music, maps, online tours, stores locator...)

Now, let's see if the online "campaign" will help Westin Hotels to get higher online bookings because as Cameron Death is saying in the article : "Consumers stick around six to eight minutes, which makes those consumers 95% more likely to purchase such services".

I'm curious to know...

Forbes Traveler releases list of top 400 hotels, resorts
December 06, 2006

This article talks about Forbes Magazine that had a special issue on the top 400 hotels and resorts in the world.
Properties were selected by a panel of 80 travel experts who are not affiliated with hotels.
Experts were asked to rate the properties on seven criteria such as :
. Service
. Room and bathroom
. Décor
. F&B
. Public area & facilities
. Sports & recreation
. Location

I found that study is always important and interesting.
To actually read the comments of those people who are experiencing those properties from all over the world and grading them is really a plus for us (students) to see what people needs, expectations, desires are when they are travelling.

You can get to know your guest

This article talks about the different ways to get to know your guests and thru which channel in order to provide them with the best experience possible.
I believe that you can fidelize a clientele by introducing a loyalty card, which will give you access to information on the person.
I remembered when working for Hyatt, they had a fidelity program called gold passport. Automatically, upon arrival, we presented the guests with different choices of amenities or they also had the choice of cummulating points instead.

Moreover, I found it very interesting in my past experience working at the front desk, that it was possible to find information about your guests. For example, we know this person is allergic to something in particular, or that guest always want courtyard rooms or never do pre-autorization on credit card...lots of different issues. Also, angry guests, complaints...it was good to keep track of that so we knew how to handle the person and his or her entire stay.

Cut down on checkout time with Marriott eFolio

I believed this is a very good way for Marriott guests's to save time. I remembered when working at the Hyatt in San Diego, which was a 420 rooms type of hotel. Some mornings were very tough as far as check-outs. Customers were in a hurry, they did not want to wait in lines because they had to catch a plane or go to a meeting or whatever.
So, it gets very frustrating for them as well as the staff. Especially when I had a very good customer, who was coming repeatedly and had a good contact with him or her, I did not like seeing him wait at the end of the line.
It might also be a way of reducing stress for the staff and guests.
You already have systems like Pay-Tv, in your room in which you can pay directly with your credit card, on the T.V.
Moreover, it is also a way to fidelize your clientele.

Article's link :
http://www.hotelmarketing.com/index.php/content/article/061117_cut_down_on_checkout_time_with_marriott_efolio/

Hotel photos get date stamped

VRX Studios launched a campaign called "Always Fresh" that shows dates on all hotel photos, virtual tours and interactive maps. This is the first time that consumers can see when these images were certified by the hotels.

Each image will be stamped with a “freshness date” indicating when the image was certified as being accurate and up-to-date. "Always Fresh” will eliminate the uncertainty that consumers can experience sometimes when booking accommodations online.

The main objective is to ensure that consumers can rely on the images of hotels they see online. That way, travellers are making more informed purchasing decisions and therefore you have a way to manage your clientele's expectations because "they already saw what they will be getting". I think that for hotels it is a great way to showcase your product. I believe it really shows how serious and trustful a hotel can be. The images as well as virtual tours does a great job capturing viewers attention.

http://www.hotelmarketing.com/index.php/content/article/061115_hotel_photos_get_date_stamped/

I have chosen the article "a butler in every room" by Katie Benner from hotelmarketing.com.

I believe people's set of mind have changed tremendously regarding the hotel industry and the services they should provide. They do not want anymore just a beautiful room and a concierge in the lobby.

They basically want a concierge, butler for themselves.
So they want personalized service.
They want to be treated almost like they were VIP's .
They want that special treatment.
I think that guests are willing to pay for a lifestyle anyway.

I am confident that this a good concept and is important to the hotel business because guests will always be looking for that special care and attention, and knowing that the staff will anticipate your needs no matter what.

Link: http://www.hotelmarketing.com/index.php/content/article/060630_crm_a_butler_in_every_room/