Allie Belgiovine April 23, 2010
Smart brief #8 Dr. Brian Miller
Title of article: 12 Months of Sundaes
Author: Margaret Rose Caro
Source: Hotel F&B
Date Published: July/August 2009
Link: http://www.hotelfandb.com/biol/july-aug2009-trendsetters.asp
Summary:
12 Months of Sundaes is an article about an interesting amenity the Harbor Beach Marriott Resort has throughout the year. A Marriott employee decked out in 50s apparel will go to any guest room and make a delicious ice cream sundae or root beer float to all guests. There is an old-fashioned ice cream cart filled with Haagen-Dazs ice cream and a plethora of candy toppings. The fact that it will come to your room makes it easily essesable for guests of all ages. The fact that the cart is 50s themed makes it so guests not only receive an enjoyable dessert, but also a fun and interesting experience. Because this particular Marriott is at the beach is one factor which makes the Sundaes so successful, everyone loves their ice cream on a hot day! The cart is also wheeled to the pool so guests can enjoy the treat and 50-60 ice creams are sold every hour. They are sold for $5 each no matter what toppings are on it and employees will always run to the kitchen to get anything they don’t have on the cart for their guest (for example a banana).
The employees who run the cart are chosen carefully. They must be outgoing and get into their character of “old fashion 1950s soda pop staff”. It is like they work for the chain restaurant Johnny Rockets but on a smaller scale. Marriott has found that both business and leisure travelers love the ice cream cart and returning guests usually ask about it. A quote from David Cronin, director of F&B, “Everyone loves ice cream…” This is a very true statement and Marriott has the right idea of how to increase revenues during tough times and other hotel companies should follow the trend.
Reflection:
This article caught my attention because my group and I have created something very similar for our Lodging Module hotel project. We have chosen the city of Evanston Illinois to put our Four Points by Sheraton and Evanston is the birthplace of the ice cream sundae. When we read this interesting fact we decided to add a Sundae bar to our hotel and this article has given me more ideas on how to expand on this novel concept. Although Evanston is not located on a beach like the Harbor Beach Marriott Resort is, I feel that everyone enjoys ice cream and because the roots of the sundae were formed in our city, many of our guests will enjoy this extra amenity. It is also a relatively cheap investment. The carts are only $3,000 so if the concept fails we haven’t really lost too much money. I would love to stay in a hotel where a friendly employee comes to my room dressed in 1950s apparel and create a sundae for me. It is unique and different and I hope the trend catches on and more hotels offer something similar in the future.
Friday, April 23, 2010
Sunday, April 18, 2010
Smartbrief 7
Allie Belgiovine April 7, 2010
Smart brief #7 Dr. Brian Miller
Title of article: Renovation During A Recession
Source: Hotel Magazine
Date Published: August 31, 2009
Link: http://www.hotelsmag.com/article/361355-Renovations_During_A_Recession.php
Summary:
The article I read this week was about ways to decrease the risk of running into problems with companies your business has contracts with, especially in times of economic recession. There are five main points that Managers should understand to eliminate claims on construction projects. The first one is to establish good internal contracting procedures and controls. A renovation with unclear contracts can cause major financial problems if anything were to go wrong. Secondly, one should review the contracts and make any necessary changes to specifics about their hotel. To protect against liens and claims, managers should also compile the appropriate lien waivers. A lien waver is a document that says the contractor has received the payment and no longer has any right to the property. For protection about FF&E supplier insolvency in delay, hotel managers should immediately receive the delivery of the FF&E by warehousing it to make sure suppliers are accountable for delays in the cost. Lastly it is important that procedures for what to do with defective claims are established.
Reflection:
This article caught my attention because I just had my Administration Shift with Mr. Sullivan and we spoke about this very topic. Because the Marriott is franchised, the managers have to keep up with Marriott standards to keep all the hotels uniform. Marriott wants the Courtyard to renovate all their rooms and the lobby within the next few years however because of the recession, there isn’t enough money to do such a thing. Mr. Sullivan has to make a proposal to Marriott about extending this deadline until business picks up. I understand why wants the uniformity and the renovations but some of the changes they want to make will not go with the Courtyards clientele but there are some things that should not be changed. For example, completely redoing the breakfast area will not fit with the full service breakfast our guests have always enjoyed so much. This article will be helpful to Mr. Sullivan and the rest of the Marriott staff when they are eventually forced to renovate. Following the 5 steps mentioned above will greatly reduce the risk of having problems with the contractual company.
Smart brief #7 Dr. Brian Miller
Title of article: Renovation During A Recession
Source: Hotel Magazine
Date Published: August 31, 2009
Link: http://www.hotelsmag.com/article/361355-Renovations_During_A_Recession.php
Summary:
The article I read this week was about ways to decrease the risk of running into problems with companies your business has contracts with, especially in times of economic recession. There are five main points that Managers should understand to eliminate claims on construction projects. The first one is to establish good internal contracting procedures and controls. A renovation with unclear contracts can cause major financial problems if anything were to go wrong. Secondly, one should review the contracts and make any necessary changes to specifics about their hotel. To protect against liens and claims, managers should also compile the appropriate lien waivers. A lien waver is a document that says the contractor has received the payment and no longer has any right to the property. For protection about FF&E supplier insolvency in delay, hotel managers should immediately receive the delivery of the FF&E by warehousing it to make sure suppliers are accountable for delays in the cost. Lastly it is important that procedures for what to do with defective claims are established.
Reflection:
This article caught my attention because I just had my Administration Shift with Mr. Sullivan and we spoke about this very topic. Because the Marriott is franchised, the managers have to keep up with Marriott standards to keep all the hotels uniform. Marriott wants the Courtyard to renovate all their rooms and the lobby within the next few years however because of the recession, there isn’t enough money to do such a thing. Mr. Sullivan has to make a proposal to Marriott about extending this deadline until business picks up. I understand why wants the uniformity and the renovations but some of the changes they want to make will not go with the Courtyards clientele but there are some things that should not be changed. For example, completely redoing the breakfast area will not fit with the full service breakfast our guests have always enjoyed so much. This article will be helpful to Mr. Sullivan and the rest of the Marriott staff when they are eventually forced to renovate. Following the 5 steps mentioned above will greatly reduce the risk of having problems with the contractual company.
Sunday, April 11, 2010
Smartbrief 6
Allie Belgiovine April 7, 2010
Smart brief #6 Dr. Brian Miller
Title of article: Hilton makes more changes to loyalty program
Source: Hotel World Network
Date Published: April 2, 2010
Link: http://www.hotelworldnetwork.com/plans-and-programs/hilton-make-more-changes-loyalty-program-7780
Summary:
This article was about some select Hilton Hotel establishments who are offering the HHonors members a chance to redeem 40% fewer points at the specific hotels. They are calling it the “Point Stretcher Rewards” and they are available at over 580 hotels from April 2 2010 to the end of June 2010. HHonors members can stay in multiple Hilton brands including Conrad Hotels & Resorts, Hilton Hotels, Doubletree, Embassy Suites Hotels, Hilton Garden Inn, Homewood Suites and Hampton Hotels. Hilton targets customers from all target markets. The plan with this program is that now members from all tiers can “treat themselves to a getaway-faster” according to Jeff Diskin who is the Senior vice President of Global Customer Marketing.
Four of the hotels mentioned in this article were the Embassy Suites by Hilton Mexico City, the Hampton Inn & Suites in Millington Tennessee, the Hilton Luxor Resort and Spa in Egypt and Homewood Suites by Hilton close to New York City. Each hotel talked about, has different dates and different point reductions. These four talked about are from all different parts of the world and the different brands target different groups of travelers. From business professionals, to families on vacation, Hilton’s wide variety of brands offers something for all purposes and budgets.
Reflection:
I feel that this program is a great way to increase brand loyalty. Due to Expedia, Orbitz and other travel sights are taking away business to hotels and building up customer loyalty is more important than ever. I think it is a more profitable marketing device over promotions and price cuts because once you make a customer want your company and only your company you have them hooked and they will always return. Not only will they bring themselves and their families, but you have a chance to hook their friends on your company as well.
There is one thing that makes me question how well this program will work however. I was wondering-how are they getting the word out to their customers of the Point Stretcher Rewards? Jeff Deskin wants customers to book a getaway faster, but how do they know about this new limited time program and how far in advance were they told about it? They have a website devoted to the point stretcher but how is the word getting out to go to that website. I asked my dad who is a Hilton Rewards Member if he had heard about this promotion and he said he had not.
I know when my parents see a good deal for a trip they always jump at the chance. There are many people like that and I am sure this program will increase brand loyalty as well as profits for Hilton Hotels.
Smart brief #6 Dr. Brian Miller
Title of article: Hilton makes more changes to loyalty program
Source: Hotel World Network
Date Published: April 2, 2010
Link: http://www.hotelworldnetwork.com/plans-and-programs/hilton-make-more-changes-loyalty-program-7780
Summary:
This article was about some select Hilton Hotel establishments who are offering the HHonors members a chance to redeem 40% fewer points at the specific hotels. They are calling it the “Point Stretcher Rewards” and they are available at over 580 hotels from April 2 2010 to the end of June 2010. HHonors members can stay in multiple Hilton brands including Conrad Hotels & Resorts, Hilton Hotels, Doubletree, Embassy Suites Hotels, Hilton Garden Inn, Homewood Suites and Hampton Hotels. Hilton targets customers from all target markets. The plan with this program is that now members from all tiers can “treat themselves to a getaway-faster” according to Jeff Diskin who is the Senior vice President of Global Customer Marketing.
Four of the hotels mentioned in this article were the Embassy Suites by Hilton Mexico City, the Hampton Inn & Suites in Millington Tennessee, the Hilton Luxor Resort and Spa in Egypt and Homewood Suites by Hilton close to New York City. Each hotel talked about, has different dates and different point reductions. These four talked about are from all different parts of the world and the different brands target different groups of travelers. From business professionals, to families on vacation, Hilton’s wide variety of brands offers something for all purposes and budgets.
Reflection:
I feel that this program is a great way to increase brand loyalty. Due to Expedia, Orbitz and other travel sights are taking away business to hotels and building up customer loyalty is more important than ever. I think it is a more profitable marketing device over promotions and price cuts because once you make a customer want your company and only your company you have them hooked and they will always return. Not only will they bring themselves and their families, but you have a chance to hook their friends on your company as well.
There is one thing that makes me question how well this program will work however. I was wondering-how are they getting the word out to their customers of the Point Stretcher Rewards? Jeff Deskin wants customers to book a getaway faster, but how do they know about this new limited time program and how far in advance were they told about it? They have a website devoted to the point stretcher but how is the word getting out to go to that website. I asked my dad who is a Hilton Rewards Member if he had heard about this promotion and he said he had not.
I know when my parents see a good deal for a trip they always jump at the chance. There are many people like that and I am sure this program will increase brand loyalty as well as profits for Hilton Hotels.
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