Wednesday, November 26, 2008

Cowardice has no borders

Our thoughts and prayers go out to the staffs and guests of the Taj Mahal Hotel and the Hotel Oberoi ... as well as all of those affected by the senseless terrorism and violence in Mumbai, India today.

As of 5:30 p.m., Eastern time, the Taj was reporting: "We are monitoring the development of the unfortunate situation unfolding in South Mumbai, in and around our hotel and are fully cooperating with the police and the government authorities to ensure the safety and security of all our guests and staff. That is all we can say at the moment and we would like to channelise all our efforts and energy to ensure a speedy normalisation of the situation as best as we can."

Here is a link to a BBC video on the events: news.bbc.co.uk/1/hi/world/south_asia/7751540.stm

Other local and regional sites of interest for the latest news: 

Tuesday, November 25, 2008

What is Hilton up to?

There has been a lot of speculation about the press event Hilton is holding at 9 a.m. on the first day of the ALIS conference.

The official release reads:
"Hilton Hotels Corporation press conference to unveil new development concept ...
"One of HHC's core objectives is global growth; The news shared at this ALIS press event will outline impetus for growth and an exciting new product concept designed to meet the needs of an under-represented segment of the market. HHC hits the ground running with owner's at this exclusive media event."

Immediately bloggers began speculating that Hilton will announce its long-rumored lifestyle brand, for which Ross Klein (former Starwood designer credited with W's trendy success) was supposedly hired to help conceive. Others have said Hilton is announcing a mid-priced, extended-stay brand. My favorite was one blogger who guessed the new Hilton lifestyle brand will be called "H" ...

Anyway, kudos to Hilton for keeping us on the edge of our seats. They have a knack for announcing moves at very opportune times, like when they announced the Klein hire on the first day of the NYU Conference. Even more intriguing, ALIS has been a popular medium for introducing new projects (xp by NYLO and Edition in 2008), and ironically this year's ALIS will be held at the newest Hilton property, the San Diego Bayfront.

Got any guesses?

Design firm designs own space

Had a great tour of the new Silver LEED certified home of mbi k2m Architecture, Inc. in Cleveland's trendy Ohio City neighborhood. Scott Maloney, Director, showed us around the stunningly converted building, which originally housed a casket manufacturer and later, an alternative press weekly. Great materials used throughout and thoughtful use of space are hallmarks of the complex. Some photos ...






Monday, November 24, 2008

Hundreds have registered for TripAdvisor webinar ... How about you?

The question we here at H&MM have posed to hoteliers around the world is, “What can TripAdvisor do for you?” And it looks like plenty of you want to find out.

As of today, we’ve had nearly 300 people register for our live chat with TripAdvisor to be held at 11 a.m. on Wednesday, Dec. 3. And if you still need to sign up, all you have to do is go to http://www.hotelmotel.com/TripAdvisorWebinar.

Inspired by a story I wrote on the impact of online reviews for our Nov. 3 special report “An Industry Connected,” we at H&MM came up with the idea to join our readers with the online reviews giant. Our goal was to put together a live chat with you and TripAdvisor to make sure there is an understanding of how reviews are posted, how hoteliers can respond and be a part of the site, and how others are using TripAdvisor listings to their advantage.

On hand we’ll have Brian Payea, trade relations manager for TripAdvisor, and Patricia Oliveira, hotel relations and fraud manager for TripAdvisor.

Payea’s focus at TripAdvisor is on opening communication channels with the travel industry and strengthening ties between the site and the hospitality community. His department is building new tools for hoteliers and other hospitality professionals to take advantage of the wealth of traveler-contributed information on TripAdvisor. Prior to TripAdvisor, Payea led public relations, marketing, government relations and investor relations at Internet companies including Zoom Information and Lycos.

Oliveira has grown TripAdvisor’s hotel relations and fraud team, helping to develop state-of-the-art fraud architecture that has allowed the company to more than double its year-over-year fraud catch rate. Prior to joining TripAdvisor, Oliveira held roles as a client services manager at Boston.com, a sales support manager at the Mathworks, and a customer service manager at Smarterkids.com.

I believe this will be a great event that answers a lot of questions on how online travel communities and user-generated content affect hotels. We’ll start off with a presentation by TripAdvisor and end the hour-long chat with a Q&A session.

Be sure to sign up today. And if you have any questions prior to the webinar, feel free to e-mail me at jkovacs@questex.com or leave a comment here.

Wednesday, November 19, 2008

Steve Rudnitsky surfaces at Dolce

This morning Dolce Hotels and Resorts announced it had appointed Steve Rudnitsky president and CEO. He most recently held that position at Wyndham Worldwide's Hotel Group.

Click here for the official news release.

Dolce recently revamped its brand name and logo, and with it come some interesting technological bells and whistles on its home page.

Visit the Dolce home page, www.dolce.com, and click on the icon in the upper right corner labeled "Andy Dolce Speaks to the Future." It's a nice video message announcing Rudnitsky's appointment.

15 minutes with Eric Danziger

On Monday, Wyndham Worldwide announced the company had hired Eric Danziger, a veteran of more than 30 years in the hotel industry, as the new president and CEO of Wyndham Hotel Group. Click here for the official release announcing Danziger's appointment, which includes his biography.

I spoke with him Monday evening. Here's a short excerpt from that conversation. Stay tuned to future issues of Hotel & Motel Management for a more in-depth report on Danziger's plans for Wyndham Hotel Group.

H&MM: Why come back to hospitality?
E.D.: It’s all I ever did for 30 years. When you spend a lifetime in an industry, it’s a passion. It’s in your blood. I missed it, and that high level of passion for that industry and its people was important to me. What’s more important was matching it with that company that fit well. This opportunity came along … I wanted to work with Steve Holmes, and it's a perfect marriage.

H&MM: You’ve had an impressive career with top hotel companies—Doubletree, Starwood, Carlson, Wyndham, the board at Kimpton. You’ve got a reputation of growing these brands. Stephen Holmes in the press release this morning said one of your best qualities was your ability to diversify and grow businesses. Wyndham is pretty diverse, brand-wise, and it’s pretty large. What are your plans for the group and its brands? To diversify and grow?

E.D.: You grow business by some pretty simple basics, no matter what size you are. If you create dynamic enthusiasm and operating excellence, you will become the brands of choice--the brands to work at, stay at, invest in, have the hotel franchised with. This is a great company populated with heritage brands.

We don’t have to create a new brand. Let’s just figure out, are we doing all the things we should be doing? If not, let’s go do that. That’s what grows any company. It isn’t about a marketing logo, it’s about doing what you say you’re going to do and having people in the company who have no fear of failure. Playing to win and playing not to lose are two different mentalities. We’re playing to win.

Tuesday, November 18, 2008

Register for H&MM's live chat with TripAdvisor

Registration is now open for Hotel & Motel Management’s upcoming webinar with leaders from TripAdvisor, the online travel community and reviews giant.

Now all you have to do is sign up at http://www.hotelmotel.com/TripAdvisorWebinar.






The live chat will be at 11 a.m. EST on Wednesday, Dec. 3, and will last about an hour. TripAdvisor will run through a presentation on how hoteliers can become more involved with the online reviews process as well as how to use listings on TripAdvisor to their advantage. We’ll wrap things up with a Q&A session, so be sure to jot down some questions you might have on how to enhance your online presence. The webinar will be open to audience members 15 minutes before the start time.

In the meantime, if you have any questions or comments on what you'd like to learn from TripAdvisor, please feel free to send them my way: jkovacs@questex.com. And I look forward to welcoming you to our live chat!

Monday, November 17, 2008

IH/M&RS associate editor's product award

The 93rd annual International Hotel/Motel & Restaurant Show that took place Nov.8-11 was my very first trade show. I was able to meet a lot of people and see a lot of new products. But I personally liked one product more than the others and decided to hand out my first Associate Editor's Product Award. This is a very unofficial product award that is in no way affiliated with the actual editor's choice awards at the show.

My pick goes to The Executive from High Definition Golf. It is an indoor golf simulator that is designed for luxury hotels and destinations. I'm a big proponent of hotels offering unique gaming and entertainment amenities to enhance a stay and make a property stand out, and I think this product could be a great addition to any property that has the extra spending money. (Which properties fall under that category nowadays is unclear.)

The Executive also is more than a sharp-looking golf simulator. It has HDMI inputs so it can be used as a movie or TV screen. Golf and TV—that is a winning combo in my book.

For those interested in the actual Editor's Choice product award winners, here's the list:

Decor- LG's Stretch Screen
Green Decor - Cintas' Eco-friendly Suiting Collection
Essentials- HydroClean Toilet Fill Valve
Green Essential- The Sugar Cane Paper Company's Biodegradable Standard Roll Tissue
Luxury- LG's ART COOL Picture
Green Luxury - Valley Forge Fabric's LIVING FRESH bedding collection
Restaurant- Safe Ice Handling System
Green Restaurant- The Sugar Cane Paper Company's Premium Dinner Napkins
Technology- Raycop anti-bacterial handheld vacuum
Green technology- GohBio 1001, a high-speed food waste decomposition system.

For more information on the editor's choice product winners, check out the Dec. 8 issue of Hotel & Motel Management.

Thursday, November 13, 2008

In the clink


I'm in Boston this week at the Leading Hotels of the World annual conference. Boston has three Leading properties: the Taj Boston, the Langham, Boston and The Liberty Hotel. We have heard a lot about The Liberty, and that's where this evening's welcome reception was held. The former Charles Street Jail has been transformed into a stylish, warm, jailhouse-themed hotel, complete with bars on the windows and an event staff dressed in orange prison jumpsuits.

More tomorrow from the conference.

How bad will it be?

This morning I received my Autumn 2008 edition of Hospitium’s The Lodging Ledger. It was no surprise that the majority of this quarter’s analysis focused on the economy, with a spotlight on a few large luxury transactions that have managed to trade, along with some other more gloomy figures.

But then I got to the section “Throwing Darts at 2009 Projections,” and then to its subhead “Bad or Really Bad?” I couldn’t help but release a sigh and solemn “oh no.” Can it really be worse than what we thought? It looks like Hospitium thinks so.

The firm took a look at forecasts made recently by the experts we all know: Smith Travel Research, PKF Hospitality Research and PricewaterhouseCoopers. The numbers focused on occupancy, ADR and RevPAR estimates for the coming year. While some were similar, for the most part they all differed. Here’s a quick rundown of the 2009 projections that Hospitium analyzed: STR predicts occupancy at -3.5%, ADR at +1.0% and RevPAR at -2.5%; PFK predicts occupancy at -4.4%, ADR at +1.3% and RevPAR at -3.2%; and PwC predicts occupancy at -3.5%, ADR at -2.4% and RevPAR at -5.8%.

To see who might have a leg up on anticipating what could happen next year, Hospitium decided to pull out the same numbers forecasted for 2002, months after the 9/11 attacks. According to The Lodging Ledger, it turned out PwC was most accurate on the drop in occupancy, and PKF accurately forecasted the dip in ADR. However, each turned out to be overly optimistic in the end.

So, Hospitium asked the same question that came to my mind, and probably to yours right now: Are forecasts today once again too hopeful?

Here’s what The Lodging Ledger said: “Based on analysts’ outlooks as well as guidance from many of the public hotel companies, the projections appear to once again underestimate the impact of the economic turmoil. The current state of the economy is far worse than what we experienced in the prior recession. The prior downturn was relatively short and shallow. This downturn is far-reaching, hitting a broad range of industries. Despite the amount of assistance pledged by the government to keep financial institutions afloat, assist with mortgage workouts, and maintain some level of economic stability, the lodging industry is just beginning to see the impact.”

The report goes on to state that due to the softening expected in leisure as well as corporate and group travel, this downturn will be a bit different than what we’ve seen before.

However, Hospitium further stated that some best practices can be taken from what was done between 2001 and 2003 to reduce financial stress, including cost-cutting to eliminate non-essential spending, reduce labor and limit capital projects. “While net income will obviously decline across all sectors of the industry in 2009, reducing expense burdens will hopefully keep companies fiscally sound through this recession as well,” the report states.

I’m guessing that’s pretty sound advice … especially if the “bad” actually does become “really bad.”

Wednesday, November 12, 2008

Ribbon cutting

I was fortunate enough to be invited to the ribbon cutting ceremony this evening at the new Four Points by Sheraton SoHo-Village in New York City, and it was a grand event. The design of the property was impressive, and the rooms were stunning. Especially memorable were the 21st floor suites, which feature two-story high angled windows ... complete with a beautiful view of part of the New York skyline. Photos from the event follow.













Dear TiVo, Welcome to the guestroom

When my college roommates and I first got our digital video recording service in the fall of 2005, I knew my life had been changed forever. Similar to when I got a cell phone, getting a DVR was something that once I had it, I knew I couldn't live without it. No longer did I have to wait up until 11 to watch "The Daily Show," and no longer did I have to coordinate class schedules around "The Price is Right." I became a slave to the DVR for the first few days, setting up season passes for at least 12 different shows; but after the initial setup, it did all the work for me.

Today, although my full-time job consumes much of my time, I still record about four hours of television per day and dedicate much of my night and my weekends to consuming the smut. (Don't worry—with DVR, these four hours easily become about three hours and 24 minutes of actual viewing time; even less if the show recorded is "Deal or No Deal," which I can watch in all of about eight minutes.)

Nonetheless, I hate when I have to travel because my work (or leisure) schedule doesn't accommodate my TV watching—and I hate being gone for a week and coming home to a filled DVR!

But now, TiVo—a digital video recording provider—is entering the hospitality realm. According to an article on Reuters, TiVo will install its devices in Morgans Hotel Group's new luxury hotel in South Beach, Fla. I was thrilled to see that, if by chance I happen to stay at the one hotel in the country that offers this service, I can set a DVR up before I head out to record my shows and watch them at my leisure.

I actually am shocked that this hasn't been introduced in more hotels—after all, I've always thought that a hotel aims to offer you things that you have at home, if not better amenities than your home offers.

I am hopeful that this trend will catch on because I believe this is one way you can truly create a great guest experience—for me, at least.

But does this prove too costly a venture? What could the downfalls of it be? The negative consequences of a DVR are up for debate.

Monday, November 10, 2008

H&MM visits relaunched Holiday Inn


After attending the InterContinental Hotels Group conference in September in Los Angeles, where the Holiday Inn brands and their relaunch efforts took center stage, I wanted an additional perspective.
At the conference, John Merkin, SVP of brand management for Holiday Inn, said there was a real sense of optimism from owners and employees about upgrading their properties. Merkin said he understood some concerns, most notably the cost of items (up to $120,000 for Holiday Inn Express signs and $150,000 for Holiday Inn signs alone), but everyone promised big returns on investment.
But what was the buzz at the properties themselves? How much of a difference did the upgrades really make, and how inconvenient was the renovation process?
Luckily, a Holiday Inn Select in Strongsville, Ohio -- about 20 minutes from Hotel & Motel Management's editorial offices in Cleveland -- had recently went through the transition. Joe Isernia, GM at the property, took a few minutes of his time to show me around and answer some questions. Below you'll find a slideshow of images from the Strongsville Holiday Inn and a Q&A with Mr. Isernia:



Property
Holiday Inn Strongsville :: Owner Lodgian
General Manager
Joe Isernia :: No. of rooms 303

H&MM: When did the renovations take place?
Isernia: August 25 to August 29, 2008.

H&MM: What have you done and what is left to be done?
Isernia: We replaced both of our exterior signs and added exterior lighting onto the building. We added green ashtrays and garbage receptacles, new potted plants, new exterior benches, added window tinting to the front lobby doors, a lobby scent machine, and a new digital sound machine in the lobby. We installed new Holiday Inn lights and a scripted sign behind the front desk. In the rooms, we installed a curved shower rod with a new, white shower curtain, new bath amenities with a display. We added completely new bed linens with four pillows (two soft and two firm) with pillow tags and upgraded terry products in the bathroom. We are all done with the new hallmarks.

H&MM: Approximately how much did the renovations cost?
Isernia: $330,000.

H&MM: How long was the IHG team at the property?
Isernia: Six days.

H&MM: What were the easiest and most difficult parts of the upgrade?
Isernia: The easiest was the lobby scent machine; the hardest was the bed linens -- that part was time consuming.

H&MM: In your opinion, what upgraded area makes the biggest difference to the guest?
Isernia: The bed and bath linen; they can feel the upgraded product.

H&MM: How will the improvements help you stand out among your competitive set?
Isernia: Keeps us more competitive with our new logo and upgraded guestroom standards.

H&MM: Describe the QA training process, and how did your employees respond?
Isernia: The employees went through a service training workshop from our human resource manager -- five components on service training for the new hallmarks.

H&MM: Will the renovations allow you to increase rates?
Isernia: It will make us more competitive with our competition.

Thursday, November 6, 2008

Will the EESA stabilize the industry?

Although many people view the Emergency Economic Stabilization Act of 2008 as a bailout for Wall Street, its effects will be widespread and likely will directly affect the hotel industry, according to faculty from the Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management at New York University. Three faculty members—Bjorn Hanson, Frederic B. Mayo and Donna Quadri-Felitti—were panelists on a podcast released today titled "The Emergency Economic Stabilization Act of 2008 and Its Effect on the Lodging Industry." (To listen to the podcast in full, click here.)

The EESA was enacted on Oct. 3 in response to the meltdown of Wall Street financial institutions. The act was divided into three sections: the Emergency Economic Stabilization Act, the Energy Improvement and Extension Act of 2008 and the Tax Extenders and Alternative Minimum Tax Relief Act. The first section, with its 43 provisions, was the main driver of the podcast and will have the largest effect on the lodging industry. (To download a summary of each of the 43 points, as well as other information, click here.)

"It is one of the most far-reaching interventions in the last 70 years and certainly the most broad-reaching in this century," said Mayo, clinical professor at the Tisch Center.

"There are no specific provisions in the act that relate directly to lodging or the travel industry, but the act will create investment opportunities for our industries," Hanson, clinical associate professor at NYU Tisch Center, said. "As the government acquires troubled assets in the form of mortgages and related instruments, there will be hotel mortgages in the pool." Because of the act's provisions, commercial mortgages—including those for hotels and travel-related businesses—issued before March 14, 2008, are eligible for acquisition.

"The nature of this act and its administration indicate that there may be some important opportunities to purchase mortgages with positive underlying value, purchase mortgages that are returning positive returns relative to the price paid to acquire the mortgages, purchase mortgages and foreclose as an approach to gaining ownership, or to purchase mortgages for resale based on repackaging or waiting for more favorable market conditions," Hanson said. (Check the Treasury website for updates.)

Additionally, some of the money from the act, namely the first $250 billion, already has been injected into the market, said Quadri-Felitti, clinical assistant professor at the Tisch Center. "The initial phase of the $250-billion package is just now beginning to flow into the market. However, some immediate reactions to the actual signing of the legislation were noticeable. These include a surge in the U.S. dollar as foreign investors began buying U.S. treasury debt once the law passed. While the dollar had been recovering from its July ’08 historic low against the euro, since Oct. 1, it has gained approximately 13 percent and, for the year, 22 percent. A similar pattern of recovery is seen against the pound."

The strengthening of the U.S. dollar is bittersweet—although it signals a slight turnaround some time in the future, it also could harm cities that have become dependent on foreign travelers, such as New York, Los Angeles and Miami, Quadri-Felitti said. "Replacing the value of the long-haul foreign traveler is going to be challenging. Nearly every segment will see contractions," she said.

And in the rest of the country, it may not get much better any time soon, with consumer confidence at an all-time low of 38.0 and corporate travel in an emergency freeze state for some companies. "Owners will, in the short term, experience flattened profits and operators will be tested to implement creative ways to reduce expenses," Quadri-Felitti said. "Third-party distribution partners and all stakeholders will need to consider the value of every relationship as well as each relationship’s contribution to the fiscal health of the other."

But the act ultimately will be good for the industry and the economy as a hole, she said, noting it will bring liquidity to the market and has already eased the credit crunch, among other yet-unseen benefits. "This time, perhaps those with successful track records that span more than one cycle will be best situated to capitalize on the coming availability of hotel properties as well as the available debt and capital that will eventually be right-priced as the correction settles," Quadri-Felitti said.

Next up ... Macau

Questex Media, our parent company, owns two popular international investment conferences, the International Hotel Investment Forum (IHIF) held in Berlin; and the Russia & CIS Hotel Investment Conference, which just wrapped up in Moscow a couple of weeks ago.

Just today, we announced that a third exciting show is being launched in 2009: IHIF Asia Pacific, to be held in Macau, June 8-10, 2009.

“The launch of IHIF Asia Pacific is a perfect fit based on the emerging Asian markets and our mission to serve the hotel investment community through the development of leading investment conferences,” said Liz Crawford, global director, IHIF and hotel events for Questex. “The conference will address the enormous potential for hotel investors, developers, operators and consultants around the world, especially in the Asia Pacific region where there is positive upswing in tourism dollars as well as projects in the pipeline. IHIF Asia Pacific will cover all the major regions in Asia and provide key decision makers with first-class networking opportunities and conference programming about the continuing shift of economic power to the Asian market so vital to their future success in hotel investment.”

The conference is scheduled for the much-talked about Venetian Macau Resort Hotel. It is sponsored by CB Richard Ellis Hotels Group and by media sponsors such as our own Hotel & Motel Management, Hotel Design, Luxury Hotelier and The Hotel Times magazines.

This will certainly be one of the “must attend” events in 2009, and we look forward to seeing you there. More details will follow in the coming months.

Wednesday, November 5, 2008

A good night for hotels in Chicago

Tuesday night, Nov. 5, was a good night for hotels in and around Chicago, where Barack Obama held what turned out to be his presidential victory party in Grant Park. Across the country, John McCain held his election-night event at the Arizona Biltmore, a resort the hotel industry knows very well as host of the annual Lodging Conference.

Two stories that caught my eye this morning focus on Chicago hotel occupancy. Check out this post from Washington Wire, The Wall Street Journal's political blog. About half of one prominent hotel overlooking the Grant Park celebration was booked by Chicago residents, the GM said.

Then look at this article from the Chicago Tribune, talking about how many local families made a night of it, staying overnight in hotels to experience the excitement of an election.

Finally, I really enjoyed this story posted on KTAR.com, an Arizona talk-radio program Web site. It's all about how the staff at the Biltmore prepared for the election-night party.

What's your reaction to the election? E-mail me here with your thoughts.