Hospitality Property School

Booking a hotel, resort, inn or bed and breakfast has become a more manageable process with the introduction of the online reservation system but do you know what you need? In this episode, I’ll explain how to pick the best system for your property.Online reservation systems are designed to simplify the process of booking rooms and have made it more convenient for the traveller.This technology is capable of handling all aspects related to booking a property, such as finding and comparing rates, making reservations, and paying for them. The software also provides information about different properties in different areas so that travellers can find the best one that suits their needs.The software also allows travellers to book rooms on their smartphones or tablets, making it even more convenient for them because they don't have to go through long processes just to book a room.What are the benefits of having an online reservations system?As I had mentioned, hotel, resort, inn and bed and breakfast online reserva

How do you get found online and get more direct bookings? By using the right content management system.In this episode, I’ll tell you what to look for.What is a Content Management System (CMS)?A content management system (CMS) is a software package that allows the creation, organization, and editing of content for websites.A CMS can be as simple as a blog, or it can be a complex system with many modules. Some CMSs are open source and some are commercial.Being around since the early 1990s, they have proven to be a marketing plus for hospitality properties who have taken advantage and if implemented effectively, a CMS will be the pillar of your website's content marketing operations. All you have to do is upload your content, set a publish date, and you're all set. You'll have better search engine rankings and attract more visitors without the need for any technical expertise.Your CMS can have a significant impact on your hotel, resort, inn, bed and breakfast etc. and your web presence, which means it can be in

The goal of a hospitality property pricing strategy is to maximize revenue while minimizing vacancy rates. In this episode, I talk about why this is important.The Basic Principles of Room PricesWe live in a world where travellers have to make decisions, and the decision of what hospitality property to stay at is no exception. With so many choices available, it can be difficult to stand out from the crowd and provide potential guests with the best value for their money.There are many factors that go into pricing a hospitality property room. The location, amenities and quality of service are all important factors.However, one of the most important aspects is demand. Properties can charge more for rooms if they know they can sell them out quickly or if there is high demand during certain times of the year.What is a hospitality property pricing strategy?A pricing strategy is a set of rules that help properties decide how much to charge for rooms. It is a crucial part of the marketing strategy and can be used to a

Our interview this month is going to be with RealTime Reservation founder, Shawn Tarter.RealTime Reservation is a centralized inventory management system that automatically promotes and sells experiences, activities, amenities, etc. from pre-arrival to check-out all in real-time in hospitality properties of all sizes.Continue watching to find out more about RealTime Reservation…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/shawn-tarter-founder-of-the-realtime-reservation-289Get your copy of the “How to Improve Your Hospitality Properties Success” ebook? https://keystonehpd.com/how-to-improve-your-hospitality-properties-successGet Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality

Hospitality properties of the future have to be green. Establishments across the world that have seen the light are reaping the benefits so I’ll show you how to make your property eco-friendly.According to recent reports, 70% of global travellers say they would be more likely to book accommodation knowing it was eco-friendly, whether they were looking for a sustainable stay or not.Investing in renewable & eco-friendly resources for hospitality properties used to be a luxury, but now is necessary. Today, it can help you improve your property's overall profit and patronage. Renewable power, including wind and hydroelectric power, is set to rise by 40 percent over the next five years. While less than 2% of the world’s electricity is currently generated through solar technology, a recent report estimated that this figure could increase to as much as 13% by the year 2030.It’s clear that renewable energy is here to stay as more companies embrace it and in this group, the travel industry stands out. Without a pr

If you have not done so yet, it is imperative that you are finding ways to improve your hospitality property’s operational performance.Here are 7 ways to improve operations.There is always room for improvement in various aspects of a business, whether it is making the right decisions, optimizing work processes, providing higher quality service, or aligning departments and objectives.The key to providing exceptional customer service, and creating a successful hospitality property business, start with operations at the base. Especially now, as we are hopefully heading to post COVID-19, losing focus or neglecting operations is likely to cause major performance issues. How does this work, in times when travel is not fully recovered, and staffing levels are not back at what they used to be? Regrettably, this is not the time to sit back and wait for better times - now is the time to take action and make your property stand out. 1. PrioritizationIt is easy to get overwhelmed by the number of tasks and opportunities

By ignoring new technologies, hotels, resorts, inns, bed and breakfasts etc. risk being left behind at a time when standards are increasing dramatically.A major example of technology becoming standardized in hospitality properties is free Wi-Fi. Just a few years ago, Wi-Fi at properties was considered a unique selling point, but today it’s considered a basic requirement for guests. Booking rooms online, once an innovation, is now normal, and being impressed by large TVs and pay-per-view films are long over with the introduction of Netflix and other multimedia platforms. Nonetheless, digitalization doesn’t only compel hospitality properties to keep up, it also offers the opportunity for properties to exceed guests’ expectations. Hoteliers and innkeepers can impress their guests with a whole new era of modernism instead of offering the basic bed in a room.Today, travellers expect state-of-the-art technology at hospitality properties that is as good as or better than they are used to at home.What guests experien

Pre-COVID-19, travel commonly meant visitors coming from far-away places. 2020 changed all that.Today, your focus should be on how to attract local guests.COVID-19 has meant that we either don’t travel or if we do, it’s local. International travel is a thing of the past with no signs of things changing soon.In the past many property owners and managers did not concentrate on their own backyards and now are paying a pretty serious price for that. The pandemic has made the hospitality property world much smallerThis means that hoteliers and innkeepers need to consider changing their marketing strategy to attract local guests. But how to get this in-demand – sometimes even elusive audience – through the door?Let’s look at a few strategies to attract local guests.1. Focus on the off-seasonIf you’re eager to draw locals to your property you shouldn’t ignore the off-season months and this can be done without spending a ton of effort. Remember: it’s the offseason for your community, too and chances are locals a

A successful manager requires a perfect mixture of skilful hospitality & tight organizational skills, never settling for less than A +. I’m going to share 18 qualities of a top hotel manager.In any hospitality property, first impressions are everything. The way your staff greets and attends to guests can make or break the image of your property. And that goes for a small B & B or inn to a thousand room hotel.The secret of any successful hospitality property lies in its manager, pulling all the strings not only in the front of the house but also behind the scenes. And just to be clear, if you are a one-person operation – you are the manager.If your personality is a perfect mixture of skilful hospitality and tight organizational skills, then being the manager at a hospitality property might be an invigorating and fulfilling career. While some qualities of a successful manager may seem natural, such as composure, patience, being a "people person," and leadership, most hoteliers/innkeepers will tell you t

Operating a hospitality property is a never-ending journey that requires your constant and continuous attention. I am going to highlight 10 productivity traits that waste time and ways to correct them.Just like guest services and your colleagues, your productivity will never be perfect, but you can always benefit from taking a breath and determining what is working, what is not and how to improve moving forward.#10 – Being a perfectionistPerfection is a great thing if you want to cut diamonds, perform open-heart surgery or defuse a bomb. Not so much in your hospitality property. Being a perfectionist can drive all your employees crazy and be a waste of time. Shooting for very good is the sweet spot you want to strive for because it is efficient and quite suitable for almost everyone.#9 – Not having a routineEveryone can benefit from a routine to be more productive. In your property, the key is making sure you have an up-to-date operations manual and you are leading the way by modelling the proper procedures.

As a hotel-resort-bed & breakfast etc. owner/manager, your goals are to operate at a profit and keep your guests and employees happy and safe.To achieve the last goal, it is imperative to boost security at your hospitality property.Trying to make sure your guests have an enjoyable and worry-free stay at your property comes with its own share of challenges. From making sure it’s safe from viruses to hiring great employees to help operate it, to verifying that the breakfast buffet will be ready on time, you regularly have your work cut out for you. One issue that often arises for many hotel-resort-bed and breakfast etc. owners and managers is the question of security. It’s a common misconception that only lower-star properties labour with these types of issues, but this could not be further from the truth. Even higher-end properties can encounter problems like petty theft, unpleasant parties lurking outdoors, and rowdy guests getting into trouble. If you want to improve the safety and security of your prope

Uniforms Are an Important Aspect of BrandingWe will be talking uniforms with Jim Snediker of Stock Mfg.Our interview this month is going to be with Jim Snediker, co-founder and CEO of Stock Mfg, a company that creates custom uniform programs for some of the greatest establishments, restaurants and hotels in the world.Continue watching or reading and I’ll share 17 more amenity ideas…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/jim-snediker-ceo-of-stock-mfg-hotel-restaurant-uniforms-281Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-p

No two hospitality property guests are identical. Each will arrive with their own opinions, expectations, & hopes. Due to these differences, you need the right amenities to cater to their unique needs. Here are 30 amenity ideas.The last thing you want to do is inadvertently alienate a guest, no matter what type of property you have.What better way is there to draw the right kind of guests to your property than by offering them the exact type of amenities that would best resonate with them. 30 amenity ideasThe basics1. Toiletries (e.g. Shampoo, lotion, etc.)2. Personal care (combs, shaving cream, razor, shower cap, hairdryer)3. Coffee Kit (maker, coffee and creamer)4. Tissue box For Business Travellers5. High-speed internet6. Plenty of wall outlets so they can easily plugin and charge their gadgets at night7. A full-sized desk For Honeymooners8. To help set the right ambiance and mood for these guests, you want a more romantic and intimate vibe.9. An on-site spa for a couples’ massage10. Plush bathrobes11.

While the relaxing of restrictions in some regions of the world has been a good thing for cash-strapped property owners, an alarming and unprecedented drop in guest satisfaction has emerged. What caused this guest satisfaction crunch? I’ll tell you.Why has guest satisfaction dropped?Even though demand levels have returned to near pre-pandemic levels, the travel purpose, trip locations and segment mix are different. Given this, there are seven possible reasons why satisfaction has declined:Hospitality property type Travellers are selecting different properties that might have lower satisfaction scores in general, so the hospitality property type drove the satisfaction decline.Traveller typeThe travellers themselves have changed or the trip purpose has changed to one that tends to have lower satisfaction in general, so the traveller type drove the satisfaction decline.While there was a spike in family travel during the return to travel period, the satisfaction declines held across family travel, couples travel

The Great Resignation. The Big Quit. Whatever you want to call it, it’s here, it’s real and the hospitality industry has been hit harder than just about any other industry.I’m going to share 6 strategies for dealing with labour shortages.When it comes to a turnover crisis, one would be hard-pressed to find a sector in more trouble than the hospitality industry.With COVID-19 as the spur, and other factors adding energy — like relief funding, additional virtual training opportunities, and uncertainty for employees, the hospitality industry is facing extraordinary labour shortages.In the early days of the pandemic, layoffs and furloughs became commonplace as stay-at-home orders were in effect and the government restricted travel. However, as the world begins to reopen and travel is top-of-mind, the industry is struggling to re-hire or even retain the employees they have. This is especially true for hospitality properties from bed and breakfasts and small boutique hotels all the way up to chain brands.Properties

Hospitality property marketing teams have to become masters of data.Leveraging a deeper understanding of data flows and ensuring that it’s being captured cleanly, shared seamlessly and parsed profitably will drive results.Here’s how to turn data into bookings.Data is the fuel that powers the marketing engine, but this fuel requires more refining and care than ever before.Looking ahead to 2022, the most impactful trends in hospitality marketing fall into three groups: the advancement of privacy, the marketing operations manual and enhancing the guest experience.Here are a few key trends that shape both high-level strategy and ground-level tactics that will help turn data into bookings.The marketing manualWhile marketing has long been the domain of imagination and ingenuity, it’s now also a requirement to have a firm grasp on marketing operations. With data driving so many decisions and swaying the effectiveness of a given marketing campaign, property marketers now have to be one part imagination, one part inge

Over the past few years, internet integration has had a major impact on hospitality property operations and the guest experience. Here is how 5G is changing the hospitality property industry.Maintaining fast, reliable Wi-Fi and a consistent connection have become one of the leading goals for hospitality properties looking to improve guest loyalty.With more and more guests signing into hospitality property networks and business operations shifting to the cloud, the call for a solid internet infrastructure has become crucial, stretching some properties to the edge of their abilities.Introducing 5G. While this technology has slowly been rolling since 2019, it is estimated that 40 percent of the world will be using 5G networks by 2024, accounting for a quarter of all mobile traffic data and the biggest benefit - speed. Using 5G, data delivery speeds will reach an estimated 2.5 gigabytes per second, outstripping 4G’s current potential reach of 12.5 megabytes per second. While the benefits are clear for the guest-f

Standing out Post COVID-19 is going to be challenging.Independent hotels, resorts, inns and bed & breakfasts will need to use different methods to make an impression on their guests and here are some methods for you to try.What do I mean by memorable?We have all visited properties that have friendly staff, nice rooms, a good view, and an enjoyable breakfast. There is nothing wrong with this hospitality property and you feel satisfied paying.You get what you paid for.Does this make this hospitality property memorable?I am sorry to tell you, nope!Now, what I have just stated should be the minimum standards every property would strive for, understanding the fact that sometimes a good view might not be possible.What can you do to go the extra step, to make your hospitality property memorable?The possibilities are endless but let’s look at a few.Start from when your guests arrive - make sure your hospitality property is inviting and to do this you need to look at your property from your guest’s perspective:Is

Have you ever landed on a hospitality property website and felt confused?This terrible user experience is the result of a poor branding strategy.There are things you can do so this doesn’t happen to your website and I’ll explain.Why is branding strategy for your hospitality property important?One of the easiest ways to build a relationship between your hospitality property and customer is with a convincing brand. But what does it take to create a brand that creates trust?A hospitality property should be more than a place to sleep. A hospitality property is an integral factor of the travel experience, one that can make or break the entire trip. This is why your hospitality property must start sharing its unique experiences from the very beginning – way before the customer chooses your hospitality property and checks in.You can do this by making branding a priority in your hospitality properties' marketing strategy. The key to branding is to have a very clear and distinctive selling proposition that will appeal

This has been a very up & down year for the hospitality property industry but that hasn’t stopped hoteliers & innkeepers from wanting to prepare for the future, which has been evident for our episode views.I am going to share with you the top 10 most popular episodes of 2021.During the last year, I have noticed that many followers are searching for ways to prepare their business to safely welcome guests while giving them an incredible experience. The episodes we have produced have worked towards this goal.Now it’s time for our annual look back at the Hospitality Property Schools 10 most popular episodes of the past year.I will be counting down from 10 – 1 and I will give you a snippet from each episode to remind you of why they were popular.If you go to KeystoneHPD.com/10MostPopularEpisodesof2021-273you will find the show notes with all the links to the top ten episodes.So, without further ado, let’s dive into the top ten most popular episodes of 2021, starting with #10…Ep. #229 - Property Management