Hotel & Motel Management - September 1, 2008 - (Page 38) 38 Checking Out LODGING’S LIGHTER SIDE H&MM September 1, 2008 | HotelMotel.com www.HotelMotel.com/digital_edition By the numbers The Contact Center Satisfaction Index 2008 reported on how customer satisfaction with contact centers impacts the bottom line. The hotel industry, overall, outperformed all other industries measured. The following are the hotel industry’s scores on a 100point scale in these categories: 78 Overall 79 Customer service representative satisfaction THE ROSE HOTEL 79 Effectiveness in handling the customer’s issue 43 Percent of customers who tried to resolve their issues through another means before contacting the call center 9 Percent of calls to hotel call centers that ended with the issue unresolved Source: Claes Fornell International Group 80 Courteousness 79 Speaking in an understandable manner 79 Knowledge 78 Interest in helping customers Soldiers welcomed home in style In July, The Rose Hotel in Pleasanton, Calif., began its fourth year of the Operation Hometown Welcome program, which originally launched on July 4, 2005. The program welcomes local servicemen and women as they return home from service in Iraq or Afghanistan, and it was expanded to include service personnel returning from any unaccompanied overseas tour of duty. The program comprises a gift certificate for a night at the hotel, a bottle of champagne, a continental breakfast, an official NFL football autographed by John Madden, an Operation Hometown Welcome T-shirt and a gift certificate toward treatment at a local spa. The program has hosted 73 servicemen and women so far. Returning staff sergeants Aleyda Robleto [left] and Nassib Yusuf participated in the program after their tour in Iraq. After the 2005 hurricane season, the grounds of the Vizcaya Museum and Gardens, a national historic landmark in Miami, were severely affected. So, as part of Interval International’s seventh annual community service day, more than 80 employees picked up debris and cleared vegetation to aid in the restoration of the grounds and the natural regeneration of the ecosystem. [Pictured] Vanessa Vilchez and Yesenia Gutierrez clear vines from mangrove roots. INTERVAL INTERNATIONAL Quotable RITZ-CARLTON Chefs teach ins, outs of nutrition “ JAMES ABRAMS, president and CEO of the California Hotel and Lodging Assn. ON THE AVE Many people have the perception that, because of the weak dollar and other reasons, the number of people coming to America is up. That’s a joke—the numbers have been declining since 2000. We are the only country in the world that doesn’t spend money promoting itself.” The culinary team from the Ritz-Carlton, Westchester, in White Plains, N.Y., visited with children as part of its monthly volunteer program with Family Services of Westchester’s Head Start of White Plains. Chef James Dangler and staff discussed food and nutrition with the kids, then helped them make fresh fruit juice, chocolatedipped strawberries and Ritz-Carlton Lion cookies. LA QUINTA Interval commits to community service in Miami Root, root, root for the home team La Quinta’s Franchise Advisory Board celebrated a Chicago Cubs victory outside of Wrigley Field. La Quinta started its franchise program in 2001 and is growing in the midscalewithout-food-and-beverage segment. Franchise advisory boards are set up to be a bridge between a franchisor and franchisee. Rooftop soiree On The Ave in NYC On The Ave Hotel New York held a rooftop party to showcase its renovations and its new restaurant with [counterclockwise, from left] CBS News anchors Jeff Glor and Katie Couric; OTA sales staff Kerry Mack, Danny O’Brien, Cynthia Pereles and Fabricio Dominguez; and Chef Tom Valenti, Director of Sales and Marketing Carey Rushatz and GM Rich Hotter. Editor’s note: If you have information about an event that would be considered the lighter side of lodging, please e-mail Emily Hanna at ehanna@questex.com. http://HotelMotel.com http://www.HotelMotel.com/digital_edition
Table of Contents Feed for the Digital Edition of Hotel & Motel Management - September 1, 2008 Hotel & Motel Management - September 1, 2008 Contents Element LEEDs Brand-wide Promise NABHOOD Speakers: Hold Rates Perspective Letters to the Editor Legally Speaking Satisfaction Trends AAHOA Update Energy Star Update Marketing Matters Events HotelWorld Update Trends & Stats Coffee Services Business Equipment Ad/Editorial Index Marketplace Classifieds Checking Out Hotel & Motel Management - September 1, 2008 Hotel & Motel Management - September 1, 2008 - Hotel & Motel Management - September 1, 2008 (Page 1) Hotel & Motel Management - September 1, 2008 - Hotel & Motel Management - September 1, 2008 (Page 2) Hotel & Motel Management - September 1, 2008 - Contents (Page 3) Hotel & Motel Management - September 1, 2008 - NABHOOD Speakers: Hold Rates (Page 4) Hotel & Motel Management - September 1, 2008 - NABHOOD Speakers: Hold Rates (Page 5) Hotel & Motel Management - September 1, 2008 - Letters to the Editor (Page 6) Hotel & Motel Management - September 1, 2008 - Letters to the Editor (Page 7) Hotel & Motel Management - September 1, 2008 - Satisfaction Trends (Page 8) Hotel & Motel Management - September 1, 2008 - Satisfaction Trends (Page 9) Hotel & Motel Management - September 1, 2008 - AAHOA Update (Page 10) Hotel & Motel Management - September 1, 2008 - AAHOA Update (Page 11) Hotel & Motel Management - September 1, 2008 - Energy Star Update (Page 12) Hotel & Motel Management - September 1, 2008 - Energy Star Update (Page 13) Hotel & Motel Management - September 1, 2008 - Marketing Matters (Page 14) Hotel & Motel Management - September 1, 2008 - Marketing Matters (Page 15) Hotel & Motel Management - September 1, 2008 - Events (Page 16) Hotel & Motel Management - September 1, 2008 - HotelWorld Update (Page 17) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 18) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 19) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 20) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 21) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 22) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 23) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 24) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 25) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 26) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 27) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 28) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 29) Hotel & Motel Management - September 1, 2008 - Ad/Editorial Index (Page 30) Hotel & Motel Management - September 1, 2008 - Ad/Editorial Index (Page 31) Hotel & Motel Management - September 1, 2008 - Marketplace (Page 32) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 33) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 34) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 35) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 36) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 37) Hotel & Motel Management - September 1, 2008 - Checking Out (Page 38) Hotel & Motel Management - September 1, 2008 - Checking Out (Page 39) Hotel & Motel Management - September 1, 2008 - Checking Out (Page 40)
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