Hotel & Motel Management - September 3, 2007 - (Page 25)

www.HotelMotel.com/digital_edition HotelMotel.com | H&MM September 3, 2007 News 25 a philosophy, using warmth and empathy.” Satisfaction drivers The hotel’s physical product and amenities play a signiﬁcant part in its overall score, Hirneise said. “The most costly trend that has swept the industry is the necessity for a branded, comfortable bed,” she said. “Now it’s a top driver within the guestroom and a divide between the haves and the have-nots, and a competitive advantage.” Hirneise identified the top three trends as timeliness, the importance of the product and the all-inclusive environment. Guests across all segments regard these factors as important, she said. “The expectations of one segment translate to expectations in another,” she said. Every year, J.D. Power asks survey participants to name their top three must-have amenities. This year guests identiﬁed com- 2007 segment leaders The following brands ranked highest in overall guest satisfaction: Luxury: Ritz-Carlton Upscale: Embassy Suites Hotels Midscale full-service: Hilton Garden Inn Economy/budget: Microtel Inns & Suites Extended stay: Homewood Suites Source: J.D. Power and Associates 2007 North America Hotel Guest Satisfaction Study Microtel Inns & Suites San Antonio/Airport North Than Any Other Network. plimentary breakfast, high-speed Internet access and wireless Internet as necessities. “Wireless wasn’t there two years ago,” Hirneise pointed out. “This shows people want the comfort of home within the guestroom.” Going green? For the ﬁrst time, this year J.D. Power polled guests about their participation in sustainability initiatives offered at hotels, and found that 29 percent of participants said they “didn’t know” if the hotels they stayed in had conservation programs in place, such as reusing towels and limiting sheet laundering. That statistic indicates hotels need to do a better job of communicating sustainability programs, Hirneise said. “Make it easy to participate,” she said. “There’s a lack of a marketing message here.” Of the 63 percent of guests who said they are aware of sustainability programs, 73 percent participate. “I suspect that a year from now, or even three months from now, we’ll see this number increase because hotels will do a lot more marketing,” Hirneise said. sricca@questex.com HBO has received more Emmy nominations than any other network seven years in a row. ® ® Changing Flags The former Auburn/ Opelika Inn is now the Best Western Auburn/Opelika Inn, Opelika, Ala. The property, owned by INDUSA Hospitality Group II LLC, has 56 guestrooms. Compiled by Elaine Simon, esimon@questex.com CIRCLE NO. 112 Source: www.emmyonline.org ©2007 Home Box Ofﬁce, Inc. All rights reserved. HBO® and Your Guests Expect ItSM are service marks of Home Box Ofﬁce, Inc. Your Guests Expect It. SM MICROTEL INNS & SUITES http://HotelMotel.com http://www.HotelMotel.com/digital_edition http://www.emmyonline.org

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - September 3, 2007

Cover Contents Convention Centers Add Bells and Whistles Questex Media acquires Five Star Alliance Perspective At Your Risk Energy Star Update Sales Clinic Transactions Awards Trends & Stats Wireless Networking Northwest Pipeline Coffee Services Ad/Editorial Index Marketplace Classifieds Checking Out

Hotel & Motel Management - September 3, 2007

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