Hotel & Motel Management - February 18, 2008 - (Page 28)

28 Satisfaction Trends H&MM February 18, 2008 | HotelMotel.com www.HotelMotel.com/digital_edition Meetings performance Continued from page 8 Ramada, a midscale brand in the Wyndham Hotel Group portfolio, performed surprisingly well and out-scored the winning upscale brand. Although Ramada’s guest evaluations were mixed (many guests felt the rooms were old and outdated), the general sentiment was that Ramada is a nice hotel and a great place to hold a meeting. The lowest scoring brand was Carlson’s Radisson Hotels brand with Hampton and Hilton Hotels (both brands of Hilton Hotels Corp.) scoring only slightly higher. Although Radisson scores are better than average for pleasure-related events, its business events fall short of industry standards. Radisson’s biggest critics are found within the 2534 age group, where guests view the hotel simply as “… a place to sleep while on a convention” and often are critical of the food and beverage served (“the food was not hot and was of poor quality …”). For attendees, the most important element of a hotel’s meetings and event business is the quality of food and beverage served during the event. This is because statistically, the quali- ty of food and beverage has the highest correlation to customer referrals. This means that great food and beverage quality will create a “buzz” and produce more positive word-of-mouth promotion than any other aspect of a meeting or event at a hotel. Conversely, accounts of poor food-and-beverage service spread quickly and can undermine an otherwise good facility and service. Other areas that create con- siderable word-of-mouth communication after an event include the friendliness and efﬁciency of the event staff (Omni Hotels won this category) and the quality, condition and support of technical equipment (Loews Hotels earned the highest score). Strengthening these key performance areas will help ensure positive referrals and drive future event business for that hotel and others across the brand. hmm@questex.com Jonathan Barsky and Lenny Nash work for Market Metrix LLC (www.MarketMetrix.com), a ﬁrm that provides customer and employee programs for the hospitality industry. For more information, call (800) 239-7515. Changing Business Flags Boosters The Holiday Inn Select in Auburn Hills, Mich., completed its upgrade to a Crowne Plaza Hotel after a multimillion-dollar renovation of the hotel. The upgrade includes a renovation to public areas, all 190 guestrooms and the exterior. The former Super 8 Motel in Selmer, Tenn., joined the America’s Best Inns & Suites brand. Kiran Patel owns the 35-room hotel. Ocean Properties Ltd. Hotels & Resorts is converting the Holiday Inn Logan Airport in Boston to the Courtyard by Marriott Logan Airport hotel. Following a $15-million renovation, the refurbished property will open July 1. Langham Hotels International secured its ﬁrst property in the western United States with the purchase of The Ritz-Carlton Huntington Hotel & Spa in Pasadena, Calif., which the company rebranded The Langham, Huntington Hotel & Spa, Pasadena. Compiled by Elaine Simon, esimon@questex.com CIRCLE NO. 129 CIRCLE NO. 133 IN THE details Details summary Detail point Detail point Detail point http://HotelMotel.com http://www.HotelMotel.com/digital_edition http://www.marketmetrix.com

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - February 18, 2008

Hotel & Motel Management - February 18, 2008 Contents ALIS Attendees: Bumpy Road Ahead Denihan Expands with James Hotel Purchase AAA Updates its Diamond Rating Guidelines Perspective Letters to the Editor Legal FAQ Satisfaction Trends Sales Clinic HotelWorld Update Trends & Stats Locally Grown Food Gains Popularity Companies Cultivate International Ties Wireless Internet Access Opens Up Possibilities Ice Machine Care Improves Efficiency, Performance The Importance of F&B to Leisure Travelers Lamps/Lighting Transactions Events Ad/Editorial Index Marketplace Classifieds Checking Out

Hotel & Motel Management - February 18, 2008

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