Hospitality Trends Archives

The Hospitality Industry Runs via a Robust Immigrant Work Force

Recent controversy about immigration policies in the United States has sounded an alarm among members of the hospitality industry. Potential regulation changes could seriously impact the robust immigrant workforce in restaurants and hotels.

How the Hospitality Industry Relies on Immigrants

According to the National Restaurant Association, nearly one-quarter of restaurant employees nationwide are immigrants. That number is even larger among chefs, where immigrants make up 45 percent of the total.

The ratio is borne out in individual states such as New Mexico, where approximately 22 percent of hospitality workers are immigrants. Numbers are even higher at some individual businesses such as the Inn of the Governors in Santa Fe, where immigrants are one-third of the hotel’s 75 employees.

“The Hardest Workers”

Cynthia Fresquez, general manager of the DoubleTree Hotel in Albuquerque, estimates that 50 percent of housekeeping workforces are comprised of immigrants. Fresquez adds that immigrants are “the hardest workers” who keep the businesses going.

That sentiment is echoed by Sam Gerberding, general manager of the Inn of the Governors. Gerberding says that immigrants are “profoundly important” because they are willing and able to perform jobs that would otherwise go unfilled.

Fernando Olea, owner and chef at Sazon, a Mexican restaurant in Santa Fe, employs a staff that is roughly 30 percent immigrants. Olea admits that he doesn’t know “how restaurants would be able to operate” without the immigrant workforce.

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Tips for Personalizing the Hotel Experience for Your Guests

Retail companies have successfully leveraged IT platforms to personalize the customer experience with actions such as suggesting purchases based on individual preferences. However, the hospitality industry is lagging behind in offering personalized service.

Bringing Personalization to the Hotel Guest Experience

Hotels have two significant roadblocks to personalizing a guest’s experience:

>Using different platforms for booking, POS, loyalty and other activities makes it difficult to efficiently capture the required data.

>Many guests book rooms through online travel agencies such as Expedia, so hotels don’t have access to email addresses unless desk clerks request them at check-in.

When Customer Service Misses the Mark

Carolyn Murphy, a marketing specialist for hospitality consulting firm Revinate, wrote about a less-than-satisfactory experience she had when checking into a hotel. The desk clerk asked Murphy if it was her first visit, despite the fact that she had stayed there twice before.

Murphy went on to add that she had posted a review of her original experience at the hotel on TripAdvisor and received a reply from the general manager. In addition, the day before Murphy’s arrival she tweeted about anticipating her visit and included the hotel’s Twitter handle.

According to a Yahoo survey, 78 percent of respondents expressed a preference for more personalized service. Giving guests a satisfying experience can pay off in more repeat business and word-of-mouth referrals.

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Hotels Embrace Robots and Automated Butlers

Remember Rosie, the sarcastic but lovable robot maid employed by ’60 cartoon family The Jetsons? She’s becoming closer to reality as the hospitality industry increasingly integrates technology with guest services.

At Your Service: High-Tech Amenities

• The Aloft Cupertino, a stone’s throw from Apple’s California headquarters, employs Botlr, a robotic butler complete with bowtie who will deliver breakfast, towels and toiletries to your room.

• Luxury hotel YOTEL in New York City facilitates luggage storage with YOBOT. Guests leave their bags in a drop-off area for YOBOT to place in a secure locker and retrieve upon request. The entire process is controlled by touchscreens and PIN codes.

• Several Bay Area hotels have taken minibars to the next level with Plum, an automatic dispenser that holds wine at the perfect temperature and serves by the glass.

• All 748 rooms in the Wynn Las Vegas are equipped with Alexa, Amazon’s voice-activated personal assistant that handles tasks from opening the curtains to raising or lowering the temperature.

• Another plush Las Vegas hotel, the Aria, features in-room tablets for use in controlling room features, ordering room service, making spa or restaurant reservations and reading your hometown newspaper.

• Peloton’s internet-enabled exercise bikes are installed in several Westin hotels, allowing guests to take virtual spin classes.

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What Important Trends Should Hotel Managers be Watching for 2017

Hospitality Trends 2017

A successful hotel is more than just a place to sleep. The hospitality industry is always adapting to accommodate evolving customer needs and incorporate current marketing methods.

Industry newsletter 4Hoteliers weighs in with significant hospitality trends that hotel managers should keep an eye on in 2017.

What Does 2017 Hold for the Hospitality Industry?

Technology continues to revolutionize the workplace as companies develop robots to enhance customer service in positions like housekeeping and concierge. While some workers may become displaced, this change will open up opportunities for those who are willing to learn new skills.
Guests will be able to use mobile check-in by means of a “pod” or simply by going to their room. In some hotels, guest room phones are being replaced with in-room tablets which can be used to order room service and control other functions.
Airbnb may be considered competition today, but in the future they are likely to morph into more of an overall distribution channel for both hosts and hotels. In the meantime, use Airbnb as inspiration to make your hotel the preferable resource for travelers.
How do you define your company culture? Improve employee retention by treating them with the same respect and value that you give to your customers.

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Providing a safe and effective workplace is a vital step in boosting employee satisfaction. Powered hotel and linen carts from DJ Products reduce risk of injury and allow employees to perform more efficiently.

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Six Technology Trends Embraced by the Hospitality Industry

Hospitality Industry

While some people are reluctant to embrace new technology, most folks recognize that it enhances their lives and work. Many travelers are accustomed to a technology-rich world and expect such amenities to be standard. Today, business and vacation travelers expect features that were a costly luxury just few years ago. To remain competitive, hotels should embrace the latest technology trends and evaluate all of their hospitality industry equipment for possible upgrades.

Six mega-trends in the hospitality industry

Hospitality Technology (HT) is dedicated to covering technology issues for the hotel industry. According to HT, protecting payment and personal information of guests is a top priority for every hotel. Providing in-room technology to guests and interacting with them on a mobile platform also ranks close to the top. The following are the six meg-trends for 2016 from HT:

Guestroom technology: More than half of hotels surveyed (56%) say they plan to upgrade the in-room technology available to guests in 2016.

Future-proofing networks: To avoid the costs of installing new cables every few years, most hotels are opting for the latest fiber optic lines.

Improved security: More online payments means increased vulnerability to hackers.

Mobile engagement: Location-based technology and communications with guests improves customer experience.

All-location internet: Connectivity from any location on hotel property is now expected by most guests.

Energy savings: New technology can reduce energy costs for every size of hotel.

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Top Trends for 2016 for the Hospitality Industry

Hospitality Trends

Hotel management has become “largely a science, not an art,” says Bob Rauch, president of the consulting firm RAR Hospitality. Analytics, technology, and responding to disruption rule the game. In 2016 and beyond, hotels can expect plenty of pressure — and growth opportunities — stemming from industry trends.

Hospitality Trends in 2016

From online marketing to amenities for tech-savvy guests, hotel management has already been focused on modernization. In 2016, the millennial crowd especially will drive these changes.

Digital marketing: from video ads to online travel agents, hotels need to get involved on the digital scene. You need your brand in front of the right eyeballs, almost at any cost.

Personalized service: younger customers are choosing hotels with open lobbies, friendly bars and restaurants, and a personalized touch from guest services.

Capital expenses: With the economy strong and fuel prices low, the travel industry has money coming in. Use it to renovate or purchase equipment (like powered hospitality carts for housekeeping).

Anticipate disruption: Hotels can stay strong in the face of Airbnb and other disruptors by improving amenities and quality of service.

Staying Profitable and Relevant

To succeed in 2016, hotels need to deliver a fantastic experience that will have customers raving on social media.

Answer the demand for personalized service with better housekeeping and customer service solutions that let your staff respond better to guests’ requests. Powered hospitality carts keep employees energetic and efficient, and rooms cleaned and turned over more quickly.

Stay ahead of the trends and stand out from the competition this year. Contact us at DJ Products to learn more about housekeeping carts and other hospitality equipment.

Tag: Hospitality Trends