Comments for Front Desk

Comment on Have We Reached Hotel Franchising Détente? by Ed Watkins

Ed Watkins — Wed, 08 Feb 2012 17:06:04 +0000

John Shingler, president of ASFONA – Association of Starwood Franchisees & Owners – North America, responded to this blog:

The article referenced above is a most interesting article – thank you.

However, I just need to point out that IHG is not actually completely totally independent as stated in your article as they do have some company management representatives of the Franchisor on their Board of Directors.

ASFONA – Association of Starwood Franchisees & Owners – North America is however completely independent of the Franchisor and could very well serve as an example in this regard in a future article.

Please do take a look at the ASFONA website and this will provide a pretty god overview of the association and its work with the franchisees and ownership community and of course Starwood Hotels & Resorts.

Comment on The $27,000-a-Year Hotel Revenue Manager by Michael Squires

Michael Squires — Wed, 01 Feb 2012 15:39:26 +0000

Well said, Ed. We know many big-box and chain RM execs who definitely earn their money. Smaller properties and indies have a tough time intelligently setting rates because of the accelerating complexity of online channels. There is a lot of math behind effective RM, and those who do it and control property revenue should have a place at the high table.

Comment on Room Key Could Be the Answer, But It Needs All the Brands by EDM

EDM — Fri, 13 Jan 2012 19:39:25 +0000

Any chance this tool might get used by the partners for collusive activities – i.e. price fixing, supply manipulation, etc – to restrict open competition which could perhaps be less beneficial to the consumer than the shopping options that currently exist where competitors are not also business partners?

Comment on Hotel Guest Satisfaction Scores Are Disappointing by pricci1

pricci1 — Tue, 27 Dec 2011 19:48:17 +0000

This is, unfortunately, no surprise to me at all. As an educator now, I interact with GMs and brand execs and mgmt. company execs. all the time. No one I know has maintained staffing levels to an ADEQUATE level during the recession.

There is one full service property in South Florida that had a full house (280 rooms) with one desk agent and no switchboard operator this past week when I visited. How can we possibly have scores above 70% with that type of service level?

The owners need to give a little to get a little. I think we’ve cut way too close to the bone. We’re not in manufacturing, we’re in the SERVICE industry.

Happy Holidays!

Comment on Hotel Guest Satisfaction Scores Are Disappointing by Rich

Rich — Tue, 27 Dec 2011 18:57:35 +0000

The disappointing guest satisfaction scores are reflected in even worse repeat guest scores, especially as you climb down the segment ladder. It’s curious how some brands maintain the charade (and cost) of a guest loyalty program given that the majority of their guests never return. Naturally, guest retention numbers never are disclosed to the public. But franchisees should demand to know them.

Comment on Government Is In Your Pocket—Again by elbroberg

elbroberg — Tue, 29 Nov 2011 18:25:40 +0000

Green Bay, WI is attempting to do the same thing….AGAIN. They used room tax to build a multi-purpose sports/entertainment facility. They awarded a managment contract to a company under the provision that the CVB be substantially funded by the managment company. That contract is due to expire, the bonds for the facility are still unpaid, and the company wants to drop its funding responsibility to the CVB, leaving it with a severe funding gap. Now, Green Bay want to utilize the same model to build a city center convention facility in an urban area with no attractions and a defiiency of quality hotel rooms to house conventioneers. Meeting planners are not going to bring a convention to a location where they have to put their attendees in four hotels of varying quality and price points in four different locations, regardless of the quality of the facility. But it is viewed as “free money”.

Comment on Time To Scrap Stupid Resort Fees by Rich

Rich — Mon, 21 Nov 2011 03:30:35 +0000

Transparency is the first issue. Guests hate surprises, especially when they involve unanticipated charges. Fairness is the second issue. None of us wants to (or expects to) pay for goods or services that we don’t want and didn’t request. The notion of mandatory fees (paid whether the good or service is ordered or not) runs roughshod over the basic business fairness. The double-whammy of unannounced and unfair charges is a slap in the face to guests and a slap in the face to the spirit of hospitality.

Comment on Time To Scrap Stupid Resort Fees by Ken Free

Ken Free — Fri, 18 Nov 2011 19:30:20 +0000

I agree with the general premise of hotel pricing integrity which calls for including all mandatory charges, except for taxes, within the room rate- with some clearly enunciated exceptions, which may differ from property to property. We owe our guests full disclosure and pricing clarity. Please- no energy surcharges, as an example of pricing no-nos.

I’d also like to point out that there can be unintended consequences to layering on extra charges. For example, in some U.S. states when a hotel charges for access to swimming pools then this obligates them to provide lifeguard service. This can put the hotel at considerable risk for slip and fall (or worse) accidents where lifeguards are not present.

Comment on U.S. Tourism Promoters Miss the Mark on Branding by mfrenkel

mfrenkel — Tue, 08 Nov 2011 16:47:26 +0000

Ed, I completely agree with your comments on the new slogan.

It’s akin to a parent telling his kid “eat your spinach because I said so,” rather than trying to entice and at the same time educate the child, by telling him it will make him bigger, stronger — and by the way, it really tastes good.

We may say we’ve got a great brand. But saying it, by itself, does not make it so.

And of course, is the U.S. is not the parent, and the rest of the world are not kids. We live in a hyper-competitive international marketplace, with dozens of countries and hundreds of destinations that rival destinations in the U.S. – and are doing a great job of marketing of them.

“Brand USA” does not create any kind of call to action which would cause travelers, or anyone else, to sit up and take notice — or give substance to the real, unique and totally distinctive wonders and attractions the USA boasts, and which should differentiate us as the #1 international travel destination.

As you say, let’s hope the next foray in that direction does a better job than this first.

Michael Frenkel

Comment on U.S. Tourism Promoters Miss the Mark on Branding by KPayne

KPayne — Tue, 08 Nov 2011 16:34:53 +0000

Ed, I agree with you. It struck me as odd yesterday when I first saw it. Your editorial brought it into focus. Maybe they will tailor more focused messages later targeted based on the countries they market in.