10 Of Our Favorite Inspirational Quotes For The Hospitality World

Original article by Carrie Boucher , source

Need a bit of inspiration to get you through another day in the exciting (and sometimes stressful) world of hospitality? No problem, hosco.plus has you covered! There are a million billion inspirational quotes out there, but we’ve scoured the Internet for the best ones to hang above your desk at the hotel, restaurant, cruise ship or any other hospitality milieu you work in.

Consider yourself inspired:

1. “The best way to find yourself is to lose yourself in the service of others.” - Mahatma Gandhi

Really, who can argue with Gandhi? This quote reminds us during the most challenging times why we do our jobs. For many of us, hospitality is a true calling.

2. “The customer is never wrong.” - César Ritz

Take a cue from the master of modern hospitality himself, César Ritz. Use this as a mantra, to repeat before any guest interaction!

3. "Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment.” - Benjamin Franklin

Benjamin Franklin was full of stellar advice, but we think this quote can be most appropriately applied to our line of work. Just as important as knowing the customer is never wrong? Never telling him he is wrong, even when tempted!

4. "Quality is never an accident. It is always the result of an intelligent effort." - John Ruskin

Ruskin was an art critic, but his words ring true across métiers. Remember this whenever you get the urge to rush through something.

5. “People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” - Maya Angelou

The American poet speaks the truth on the importance of leaving guests with that elusive “warm, fuzzy feeling.”

6. “Great companies are built by people who never stop thinking about ways to improve the business.” - J. Willard “Bill” Marriott

Keep this bit of wisdom from the founder of Marriott Corporation in mind when you have a great idea at work. Make it happen!

7. "Your most unhappy customers are your greatest source of learning." - Bill Gates

Take it from one of the richest men in the world: unhappy customers are why we keep making progress, so we are lucky to have them. Ask yourself this next time you handle a complaint: what did I learn?

8. “Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do.” - Steve Jobs

Prepare yourself for a lifetime of hard work and long hours if you’ve chosen a career in the hospitality industry. Want to make it bearable? Follow Jobs’ advice and make each day count by putting in great work and nothing less. If you don’t love it, you may be in the wrong line of work!

9. “A vocabulary of truth and simplicity will be of service throughout your life.” - Winston Churchill

Known for his mastery of the English language, Winston Churchill could make anything sound good. Learn to communicate directly and effectively; it will earn you much respect in life and work. Think a short email doesn’t count? Think again. Write and say everything carefully.

10. “Take criticism seriously, but not personally. If there is truth or merit in the criticism, try to learn from it. Otherwise, let it roll right off you.” - Hillary Clinton

She may have lost the recent American presidential election, but she is still winning in the advice category. Learn from your critics, or let them go.

Luxury Travel Confronts a Widening Identity Crisis

Original article from Skift.com, source

Luxury hospitality is no longer defined by marble bathrooms and turndown service. To compete and appeal to today’s luxury guest, hotels have to be a lot smarter and more thoughtful than ever before.
— Deanna Ting

Whether or not the luxury travel industry is willing to admit it, the sector finds itself at a pivotal crossroads.

The traditional mainstays of luxury hospitality are no longer as valued as they once were, and a new way of thinking about it has emerged, making it harder than ever to know what luxury really is, and how to deliver it to guests.”I think the luxury segment is facing some really unprecedented challenges,” said Bjorn Hanson, clinical professor at the NYU Jonathan M. Tisch Center for Hospitality and Tourism.

Hanson pointed to the diminished role of concierges and turndown service as examples of how much luxury has changed.

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“What’s happened to concierges? Does a 28-year-old want to rely on a concierge to tell him what he’d like for dinner tonight?” Hanson asked. “With social media and other forms of gathering information and using something like Yelp, younger travelers are looking for things with social media awareness.

“The selection process is different from going to a hotel where you traditionally have an older gentleman concierge and you’re getting his view on what’s a great place to go. The concierge has changed in what it does; now it’s more about making a reservation if there’s an availability issue. The value of a concierge is not what it once was to many travelers.”

Then there’s turndown service, which is colliding with privacy concerns, he said.

“As it becomes optional for more guests, it’s less expensive for hotels to offer. But we’ve eliminated another one of those distinctions that define a luxury hotel. Many of the things and services that were highly valued at luxury hotels before are just not as needed anymore. We keep taking away what defines luxury.”

It’s becoming tougher for luxury hoteliers to deliver a clear value proposition to guests — a reason to choose to stay in their hotels over an upper upscale, upscale, or a limited-service hotel, or even an Airbnb. So, what can they do to compete, and how are they choosing to define what “new luxury” means?

Skift spoke to hotel executives at the International Luxury Travel Market last month in Cannes, France to ask how they are defining luxury, and their responses are as varied as their respective hotels’ approaches.

The Curious Traveler

“I think of today’s luxury traveler as a curious traveler,” said Marc Dardenne, interim CEO of Jumeirah Group. “Before we wanted consistency in luxury but now we want to be enriched in cultural experiences and learning, and having engagement.”

To that end, Dardenne said Jumeirah is considering debuting luxury tented camps in the desert or in Africa to appeal to guests who want more adventure or an opportunity to learn from their travels.

Next year, Capella Hotel Group is opening its own luxury tented camp in Ubud, Bali, and CEO Nicholas Clayton said he and his team are aware luxury will always be defined, in some way, by price and the fact that not all luxury can satisfy every guest.

“Luxury is an overdone word and I hate to use it but prices will always be consistent with that exclusivity,” Clayton said. “It’s OK that we’re not everyone’s cup of tea. There will always be more exclusive products and higher price points, but how it appeals to people and what appeals to people is changing. They understand quality and standards but they also want some degree of surprise.”

Both Dardenne and Clayton said they are incorporating more wellness into the guest experience, and Clayton acknowledged the importance of “rich programming for things people want to do both on and off a property.”

Wellness and Balance

Neil Jacobs, CEO of Six Senses Hotels, said hoteliers who are just now realizing the significance of wellness in the guest experience aren’t knowledgeable enough to deliver the kinds of wellness experiences guests need.

Jacobs said that, like definitions for luxury, the definitions for wellness are just as varied. “Wellness and luxury are really about both wellness and wellbeing. It encompasses all of it,” he said. While he believes wellness is an integral part of what defines new luxury, he said “sustainability” is also important, as is a sense of community.

“People want to be with people,” Jacobs said. “Dr. Oz said that loneliness contributes to ill health and that’s why creating community is so important. We want to provide experiences and content for building memories, for things that touch your heart.”

Expanding Experiences for Cultural Currency

One company that made sizable investments in wellness in 2017 was Hyatt Hotels & Resorts, which purchased Miraval and Exhale. Tristan Dowell, vice president of global luxury, lifestyle, and leisure for the Hyatt Sales Force said that today’s “high-net-worth travelers want experiences beyond what a traditional hotel company can offer.”

“We know the wellness market as a whole is a trillion-dollar business and people are more focused on well-being and mindfulness,” Dowell said. “There’s a perfect synergy with Miraval, and it’s providing wellness options across all of our brands. It lets us think about what we can further offer in terms of wellness experiences within all of our brands. We also plan on bringing well-being experiences from Exhale into all of our brands, too.”

Hyatt’s investment in Oasis, an alternative accommodations platform, was equally driven by a desire to give its guests more choices in the experiences they can have when they travel. Dowell said, “Oasis will be carefully incorporated into our Unbound Collection by Hyatt, and will offer experiences for World of Hyatt members.”

This type of direct investment into the sharing economy is one that few major hotel companies, with the exception of AccorHotels, have made. But Hyatt and AccorHotels’ forays into the luxury and upscale home sharing space shows they acknowledge the growing popularity of private homes, villas, and luxury apartments for luxury travelers.

“Our competitors have different priorities, and we’re very focused on listening to what customers are asking for, and that includes alternative accommodations,” Dowell said. “Our core business has always been our brands, but we’re always keen to explore opportunities that expand our offerings.”

Those expanded offerings play a big role in Hyatt’s new World of Hyatt loyalty program, which debuted in March 2017. “World of Hyatt is aligned to experiences and what customers wanted,” Dowell said. “While the term ‘experiences’ has been used for a number of years, we are finding that what travelers really want is knowledge, to learn; they have a hunger for learning new cultures and experiences that can be passed on. It’s about cultural currency.”

Real-World Experiences With Purpose

Tina Edmundson, the global brand officer of luxury and lifestyle brands for Marriott International, sees today’s luxury traveler as more socially and consciously aware of his and her impact than previous generations, and like Dowell, she believes they crave more culturally enriching experiences.

“The new school of wealthy is economically powerful but also aware of how their consumption affects others.” She said. “They are craving real-world experiences and for them, luxury is about quality, comfort, and elegance.”

Chinmai Sharma, chief revenue officer of Taj Hotels Resorts Palaces and Safaris, said he’s also seen a rising consciousness among luxury travelers. “Luxury means different things to different people. It’s about maximizing the value that they have,” he said. “We’ve been in the luxury market for a long time and we’re looking at food and beverage, the local aspect, CSR (enriching lives of communities), safari lodges, employment for local communities, etc. We’re trying to be more responsible. There’s a larger purpose to luxury today.”

Edmundson added that the three things, or “macro trends,” defining luxury today are “self-actualization, wellness/well-being, and high-tech.” Edmundson said, “Bucket lists are evolving from where you want to go and who you want to see what you want to be. Access has become the new authentic.”

High-Tech to Complement High-Touch

Edmundson also said that technology’s role in defining today’s luxury guest experience shouldn’t be discounted.

“When you say that technology shouldn’t overtake human experience, you’re saying something that doesn’t make sense to today’s consumer,” she said.

Jumeirah’s Dardenne said his group is looking at ways to leverage technology to elevate the guest experience and develop more personalization.

At Hilton, John T.A. Vanderslice, global head of luxury and lifestyle brands, said “I think the new luxury is really being defined by something we like to call ‘smart luxury.’” He pointed to the Conrad brand as being tech-forward and efficient, without sacrificing high-touch service.

Grace Bay Resorts COO Nikheel Advani said that while technology is important, the truth is that the one thing that will keep luxury distinct is service. “Luxury will always be about relationships,” Advani said. “TVs, marble, etc. will always be mainstays but we don’t compete on those. Experiences will always be important; you go back because of the way people made you feel.”

Debra Dhugga, managing director of the Dukes Collection, echoed Advani’s sentiments. “Lifestyles at home today are so high that it’s hard for hotels to keep up sometimes. But at the end of the day, luxury is really about being catered for so you don’t have to think of anything and you never have to ask for anything.”

The Future of Luxury

Although luxury travel is facing some challenges, as Hanson noted, the hoteliers with whom we spoke are hopeful about its future.

Hilton’s Vanderslice said, “We all knew that luxury would come back after the recession in 2008. It’s remarkable that the growth of luxury has been so strong, but it’s because people primarily want to reward and participate themselves with luxury.”

And as long as they do that, there will always be room for luxury experiences, even as they evolve and that’s a continual process that the luxury hospitality industry is not only responding to but driving in some ways.

“For us, this idea that people are looking for authentic, more genuine experiences translates into many directions,” said Christian H. Clerc, president of worldwide hotel operations for Four Seasons Hotels and Resorts.

“It really shapes the way we develop a product, design, and the way that we use technology. We look not only at what’s happening within our hotel space, but I am inspired by what’s happening in the luxury space in general. These trends aren’t limited to the hospitality industry. What we are trying to do is help people live their lives today and travel the world, and their desires are very similar in terms of what they are looking for, not only in the hotel space but also in their lifestyles, and we are inspired by that.”

Photo Credit: A suite at the Andaz Amsterdam, Prinsengracht. Today's luxury hotel experiences have evolved greatly from traditional concepts of luxury. Hyatt Hotels and Resorts


How To Measure Your Newsletter Performance.

How To Measure Your Newsletter Performance.

Now that you know how to prepare your very first email campaign, choose the right email marketing solution for your needs and create a successful newsletter, all you have to do is send it off and analyze the results of your email campaign, but how can you measure the effectiveness and engagement of your newsletter?

Top 5 Tips For A Successful Newsletter

Top 5 Tips For A Successful Newsletter

With the growing popularity of social media and ephemeral apps, many forget the importance of email. Did you know that 91% of consumers check their emails on a daily basis? No, email is not dead. It remains a great way to reach your customers. However, it is important to remember that the average user receives approximately 147 emails per day—and deletes about 48% of them. How can a business stand out from the crowd?

Above all, you must properly structure your newsletter. What is its goal? Do you want to increase your visibility, incite a purchase/conversion, or generate more subscribers or leads? Your objective will help you to craft the right type of newsletter for your subscribers.

Bleisure Traveler


A summary for Hoteliers

Bleisure traveler is an interesting trend to observe, especially for hoteliers. Here some keys findings, but below you can see the full list of article to deepen the subject.

A bleisure trip is one that combines business and leisure travel, and it happens more frequently than some might think. A recent study from Expedia Media Solutions found that 43 percent of all business trips are extended to become bleisure trips.
— skift.com


  • 43% of business trips turn into bleisure, and many trips last four or more days
  • Destinations are the first research topic and lead decisions, with sightseeing and the restaurant scene being key influences
  • 84% of bleisure trips are spent in the same city or area as the business trip
  • Path to booking is short (1-4 weeks), especially the inspiration and research stage
  • Most visit several websites, and with Event (47%) and OTA (41%) sites leading the categories



  • Business trips with 3+ days are 30% more likely to add leisure
  • Furthermore, a longer business trip can actually make a bleisure trip more likely
  • 62% Indicate Length of Business Trip was a Factor in Extending to Bleisure Trip


Factors for booking Bleisure Trip

To meet both business and leisure customer needs, the industry needs to do a better job of educating their customers about their offering and tell guests what they should see when they get there. They need to provide additional local
services and really bring their brand to life.
— Kelly Murphy, VP Marketing BridgeStreet Global Hospitality


7 Ways to Prevent Survivorship Bias from Hurting Your Hotel’s Revenue:

Source and full article on: http://www.tambourine.com/blog/how-can-a-wwii-scientist-help-your-hotel-survive/

1. Stop Copying Successful Hotels

It’s easy to look at successful hotels and think their strategy can be replicated in your market. But also take time to consider the other properties that failed in that same location, especially within the same chain scale level. Find out what went wrong, instead of only focusing on what went right for the survivors.

2. Conduct Loss Analysis on Failed Group Business Bids

Hotels often focus their sales efforts on seeking repeat business from specific groups, their “best customers.” Then, they proudly proclaim their venue is a ‘favorite’ of medical meeting planners, for example. Or, that their business is made up of mostly annual tech conferences. Instead, ask why other groups haven’t booked your hotel? What other industries are you missing out on?

Whenever you lose a piece of group business, the sales person needs to ask the meeting planner, “What went wrong? Why didn’t our hotel win your event?” This simple move could dramatically alter your sales efforts, sending your sales numbers skyrocketing in the future.

3. Discover Which Companies are Visiting Your Hotel Site

You can find out if meeting planners are visiting your website, even if they don’t send a message or fill out an RFP. We at Tambourine (and many other firms) have the ability to identify inbound website visitors by company, enabling our clients’ sales teams to find out which companies are visiting your meetings and event pages. For example, you can find out if someone from Ford or Microsoft started clicking around on your site.

This now-warm lead can act like a trigger for the sales person on your team (in this case, the sales person who is in charge of the Pacific Northwest market since Microsoft is headquartered near Seattle) to reach out to the meeting planning department at that company.

4. Conduct User Testing

Don’t fall in the trap of assuming what customers think about your hotel website. The only way to know how potential guests are interacting with your website and booking engine is to engage random, unbiased users to test it. (Shameless Plug: As part of our hotel marketing services, we implement random user testing for clients, and even provide videotape footage of tester’s live feedback.)

5. Monitor Points of Abandonment

Use your analytics to find out where you start losing potential guests on your website. Do you lose them right on the homepage? Or, when they encounter inconsistency moving from your website to the booking engine? Fixing whatever the problem is means you’re helping more visitors ‘survive’ the purchase journey to book a room.

6. Add More Languages

Your hotel is a global product. Or, at least it could be if you allowed your website to ‘speak’ to global audiences. Right now, too many American hotels only use English on their website. So, what if a family from Spain wanted to book a stay? Or, a group of business people from Dubai? You may think your hotel only attracts American travelers (or that virtually everyone speaks English), but that is survivorship bias at work… you only see English-speaking guests! If your website is only written in English, then only English-speaking travelers book your hotel, which leads you to assume that only English speakers want to stay with you. Consider what adding other language translations could do to attract global travelers.

7. Don’t Put Your Marketing on Repeat

It may seem like a smart strategy to repeat what worked for you last year, but again, this is survivorship bias at work. It’s even smarter to figure out why certain marketing tactics and campaigns failed. Did you have enough resources? Did the campaigns have enough time to flourish? Or, did you back down and just grab the lowest hanging fruit (relying on OTAs)?

It’s vital to know about ALL of your hotel’s online visitors and potential customers – not just those who successfully booked. This gives you more insight into how potential guests and group business clients engage with your hotel in their research phase. Plus, it will help you identify what to fix and where to make improvements. Examining your losses and avoiding survivorship bias can be the pivotal move that will lead to quicker buying cycles and higher conversion rates.

How Online Reviews Can Make Or Brake Your Business [INFOGRAPHIC]

How Online Reviews Can Make Or Brake Your Business [INFOGRAPHIC]

Nowadays, what people say and write about your business on social media, discussion groups, industry forums or review sites has much more impact and influence than what brands convey in their owned media and advertising efforts.

The folks at Websitebuilder recently came up with a brilliant infographic that does a stellar job at summarizing some of the key elements and stats regarding how these reviews can make or break some businesses. We all know this in the travel and hospitality realm, with the likes of TripAdvisor, Google, Yelp and OTA sites such as Booking.com or Hotels.com, for example. But interestingly enough, and showing we are not alone in this mainstream phenomenon, you will see there are various other industries that must now deal with online reputation management.

The Top 8 Hottest Social Media Marketing Trends in 2017 (Infographic)

The Top 8 Hottest Social Media Marketing Trends in 2017 (Infographic)

The Top 8 Hottest Social Media Marketing Trends in 2017 (Infographic)

Social media has had an enormous impact in today’s digital marketing landscape. in 2016, the social media sphere has continued to rise with more 2.3 billion active users and more than 1.9 billion active mobile social users worldwide. In return, 83% of all marketers have already taken advantage of social media marketing to increase their sales and boost their brand identity.

With these figures, it is safe to say that social media indeed is one the most indispensable tools in marketing products and services in today’s competitive market. And as we approach 2017, its popularity among marketers is expected to boost up, making other sales methods to be obsolete or inappropriate in today’s digital environment.

Ramp up your social media marketing strategy as we present to you some of the trends that we are likely to witness in 2017 and beyond.