Monthly Archives: May 2014

Hospitality Industry Management Update: “An Introduction to Data-Driven Decisions for Managers Who Don’t Like Math”

“…Companies are vacuuming up data to make better decisions about everything from product development and advertising to hiring.Image In their 2012 feature on big data, Andrew McAfee and Erik Brynjolfsson describe the opportunity and report that “companies in the top third of their industry in the use of data-driven decision making were, on average, 5% more productive and 6% more profitable than their competitors” even after accounting for several confounding factors…”

Not a week goes by without us publishing something here at HBR about the value of data in business. Big data, small data, internal, external, experimental, observational — everywhere we look, information is being captured, quantified, and used to make business decisions.

Not everyone needs to become a quant. But it is worth brushing up on the basics of quantitative analysis, so as to understand and improve the use of data in your business. We’ve created a reading list of the best HBR articles on the subject to get you started.

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Hospitality Industry Technology Update: “Hotels Dazzle Guests With High-Tech Amenities”

“…Hotels should exercise caution before taking random leaps into the world of modern gadgetry.Image The first consideration must be the customer. Some people may find apps that know what movie they’re watching, where they’re going or whether they’re sleeping to be creepy. Other guests might not like the sight of a lobby full of high-tech devices…”

At Hotel 1000 in downtown Seattle, guests who want to sleep late don’t have to hang a “Do Not Disturb” sign on their doorknobs. Each of the hotel’s rooms contains an infrared sensor that detects body heat and displays the results to the housekeeping staff on a door panel (unless the guest doesn’t want it to). If the sensor shows someone is in the room, the cleaners skip it and move on.

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Hospitality Industry Risk Update: “‘Mother Whose Son, 11, Died in Killer Hotel Room Starts Foundation to Raise Carbon Monoxide Awareness”

“…The mother and son, in town to pick up Jeffrey’s sister from a science camp, did not know that only two months earlier an elderly couple died in the same room after being overcome by carbon monoxide gasImage…Mrs Williams also hopes that in sharing her tragic story, she would raise awareness of the silent, odorless and colorless killer that has robbed her of her son…”

The North Carolina mother whose 11-year-old son was killed by carbon monoxide poisoning has started a foundation to raise awareness of the lethal, odorless, colorless gas.

Jeannie Williams nearly died from a carbon monoxide leak in a hotel that claimed the life of her son Jeffrey Williams, and now she’s made it her life’s mission to make people aware of the killer.

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Filed under Claims, Guest Issues, Health, Management And Ownership, Pool And Spa, Risk Management

Hospitality Industry Technology Update: “How to Protect Your Online Presence”

“…Hoteliers can take a proactive approach to dealing with spammers by regularly checking their information is correct on major search engines like Google, Yahoo, and BingImage…Once hackers identify an easy target, they can install their own codes on the back-end of the hotel website. For instance, they may switch the booking widget so that it brings customers to a copy of the hotel’s website and then the booking is subsequently made through a third party…”

In January, spammers hijacked official website links for thousands of hotels listed within Google+ Local, rerouting visitors to third-party booking services. Since these listings feed results into Google Search, Maps, and Hotel Finder, Google worked quickly and quietly behind the scenes to correct the links. And despite the irritation of this hack, there are key takeaways for hoteliers that can help them protect their online presence.

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Hospitality Industry Bed Bug Update: “Suit: Calumet Park Hotel Infested With Bed Bugs”

“…The one-count lawsuit claims the hotel negligently and carelessly failed to provide guests with safe and sanitary rooms; Imagefailed to take steps, including inspections and extermination, to keep its premises clean and free of infestations; and, among other things, failed to train staff appropriately to recognize signs of bed bugs…”

A woman suffered from bed bug bites after she stayed at a hotel in Calumet Park, according to a lawsuit filed Thursday.

Bridget Flowers rented a hotel room Feb. 14 at the Magnuson Hotel, 12800 S. Ashland Ave., and slept on the bed and used the sheets that the hotel provided, according to the lawsuit filed Thursday in Cook County Circuit Court.

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Filed under Bed Bugs, Claims, Guest Issues, Liability, Maintenance, Management And Ownership, Risk Management, Training

Hospitality Industry Legal Update: “Lincoln City Hotel Sues for Defamation After Anonymous Person Posts Scathing TripAdvisor Review”

“…In March, the Oregon Court of Appeals for the first time took up the issue of whether Oregon business owners can sue people who post scathing reviews on Yelp, Angie’s List, Facebook or elsewhere.Image In its March ruling, the appeals court said the owners of an outdoor wedding venue could sue a wedding guest who posted a Google Review that included the statement that attending the event was ‘The worst experience of my life!’..”

Less than a month after an anonymous user posted a very unflattering review of a Lincoln City hotel, the hotel has filed a $74,500 defamation lawsuit in an attempt to stop the reviewer from posting again and driving away business.

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Filed under Guest Issues, Hotel Industry, Management And Ownership, Social Media

Hospitality Industry Technology Update: “Marriott Bids for Gen Y Business With AC Hotels”

“…Personalization will be key to success as the next generation will guard their privacy except with a handful of brands,Image and then they will expect the company to know and meet their expectations. ‘Loyalty, big data and digitiization. You combine all the those and the epicenter of that is where you get personalization,’ Jhunjhunwala said. The key operating word is ‘trust’…”

As hotels are learning it’s going to take more than free Wi-Fi, a Facebook account and extra sockets to please the millennial traveler, Marriott is bringing the AC brand to the United States with hopes of locking in the loyalty of the Gen Y business traveler.

It has so far approved plans for 33 hotels in the United States, with the first set to open in New Orleans in September, followed by Kansas City and Miami, said Callette Nielsen, brand vice president for AC Hotels by Marriott.

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