Hotel & Motel Management - October 20, 2008 - (Page 6) Checking In PERSPECTIVE H&MM October 20, 2008 | HotelMotel.com EDITORIAL 600 Superior Ave. East, Suite 1100, Cleveland, OH 44114 The challenge of keeping yourself relevant IN THE details Stay with the times Lessons from The Ritz-Carlton Catering to current travelers Reviving luxury By Paul J. Heney Editorial Director e all want to stay relevant. Any of us who have experienced parenthood or who have watched nieces or nephews grow up past that magic age of about 9-12 knows how quickly we can pass from being relevant to being oh-so-yesterday and completely uncool. The fact that I’ve just used the term “uncool” is undoubtedly further proof of how irrelevant I am in the younger generation’s eyes. I’ve been reading “The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience” by Joseph A. Michelli. Michelli goes deep inside the history, customs and lessons learned at The Ritz-Carlton Hotel Co. to flesh out what W other businesses can learn from this storied brand. One of the things that jumped out at me is the idea of staying relevant, something that Ritz-Carlton has struggled with at times. Ritz-Carlton’s credo proclaims that their employees are to provide for the genuine care and comfort of the guests. But in 2003, Laurie Wooden, VP of new business development and corporate strategy, noted that the company was not always doing that. One resort in Florida was requiring guests to wear a jacket and tie at dinner. For a guest who has been poolside all day and dealing with hot, humid weather, the idea of that dress code at dinner probably was less than appealing. So in addition to making guests less comfortable, the resort was losing potential revenue from all the guests who left each evening and enjoyed dinner elsewhere. Additionally, the Ritz-Carlton of old was catering to very similar guests—affluent people who often traveled in similar circles and socialized together. These people expected a consistent look across the brand. Today, the company realized, the guest profile at most any location is far more diverse. Luxury travelers today include many more families, female travelers and the young wealthy. In order to stay relevant, a panel was convened that included other luxury icons, such as Bulgari, Mercedes-Benz and Prada. Talking about the evolving traveler better allowed everyone to determine what changes they, too, should make. As a result, Ritz-Carlton em- barked on a program to refine hotel locations to serve both the traditional customer as well as these newer profiles. Designs are now oriented more toward a sense of place and maintain what the company calls a “comfortable contemporary” feel, alongside the core elegance. This may not be your father’s Ritz-Carlton anymore, but importantly, it is relevant. pheney@questex.com Paul J. Heney, EDITORIAL DIRECTOR . . . . . . pheney@questex.com Ph: (216) 706-3728 | Fax: (216) 706-3711 Stephanie Ricca, EDITOR IN CHIEF. . . . . . . . . . sricca@questex.com Ph: (216) 706-3791 | Fax: (216) 706-3711 Victoria Burt, MANAGING EDITOR . . . . . . . . . . . vburt@questex.com Ph: (216) 706-3743 | Fax: (216) 706-3711 Jason Q. Freed, SENIOR EDITOR . . . . . . . . . . . jfreed@questex.com Ph: (216) 706-3727 | Fax: (216) 706-3711 Jennifer Kovacs, SENIOR EDITOR. . . . . . . . . . jkovacs@questex.com Ph: (216) 706-3782 | Fax: (216) 706-3711 Heather Gunter, ASSOCIATE EDITOR . . . . . . . hgunter@questex.com Ph: (216) 706-3792 | Fax: (216) 706-3711 Emily Hanna, ASSOCIATE EDITOR . . . . . . . . . ehanna@questex.com Ph: (216) 706-3784 | Fax: (216) 706-3711 Chris Crowell, ASSOCIATE EDITOR . . . . . . . .ccrowell@questex.com Ph: (216) 706-3783 | Fax: (216) 706-3711 Patricia Sheehan, EDITOR IN CHIEF, Hotel Design Ph: (216) 706-3753. . . . . . . . . . . . . . . . . .psheehan@questex.com Amy B. Witek, ART DIRECTOR . . . . . . . . . . . . . awitek@questex.com Rob Ghosh, ART DIRECTOR. . . . . . . . . . . . . . .rghosh@questex.com ADVERTISING/SALES/CIRCULATION 600 Superior Ave. East, Suite 1100, Cleveland, OH 44114 Matt Waddell, PUBLISHER . . . . . . . . . . . . . . mwaddell@questex.com 2835 N. Sheffield Ave, Suite 236, Chicago, IL 60657 Ph: (773) 880-2240 | Fax: (773) 880-2241 Mary Malloy, NORTHEAST, INT’L. . . . . . . . . .mmalloy@questex.com Ph: (216) 706-3790 | Fax: (216) 706-3711 Brian Levine, SOUTHEAST . . . . . . . . . . . . . . . blevine@questex.com 757 Third Ave., 5th Floor, New York, NY 10017 Ph: (212) 895-8285 | Fax: (212) 895-8215 Jason Wallace, WEST . . . . . . . . . . . . . . . . . . . jwallace@questex.com 1461 S. 375 E., Kaysville, UT 84037 Ph: (801) 499-9999 | Fax: (801) 315-4137 Doug Kereszturi, CLASSIFIEDS, RECRUITMENT, DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . dkereszturi@questex.com Ph: (216) 706-3794 | Fax: (216) 706-3711 Heidi Spangler, DIR., AUDIENCE DEV. . . . . . . . hspangler@questex.com Ph: (216) 706-3705 | Fax: (216) 706-3714 Help in finding products for your property It can certainly be difficult to find the right product for your property. That’s not to say that there aren’t enough ice machines or wallcovering suppliers out there. On the contrary, typing in either term into a popular search engine will give you far more than you could sift through in a lifetime. This is one of the reasons we continue to produce our annual Supplier Directory. We pare down the list to qualified, appropriate suppliers who work with the lodging industry. We’re gearing up toward our 2009 edition, which will be mailed to all 54,000 subscribers along with our Dec. 8 issue. But you also can peruse the 2008 version of the directory at edirectory.hotelmotel.com. The product categories include: cleaning and maintenance, equipment, finance, food and beverage, franchising, furniture, fixtures, legal, guest amenities, property development, sales and marketing, soft goods and technology. BUSINESS DEVELOPMENT Stacy Silver, BUSINESS DEV. DIRECTOR. . . . . ssilver@questex.com Ph: (954) 306-0747 | Fax: (954) 697-6265 J. Richard Casson, ASSOCIATE BUSINESS DEV. DIRECTOR . . . . . . . . . . . . . . . . . . . . . . rcasson@questex.com Ph: (212) 895-8426 | Fax: (212) 895-8210 PRODUCTION 306 W. Michigan St., Suite 200, Duluth, MN 55802 Jamie Kleist, ASST. PRODUCTION DIR. . . . . . . jkleist@questex.com Ph: (218) 279-8855 | Fax: (218) 279-8812 Janelle Heller, SR. PRODUCTION MANAGER . . jheller@questex.com Ph: (218) 279-8834 | Fax: (218) 279-8815 MARKETING/MAGAZINE SERVICES MARKETING/MAGAZINE SERVICES Ilene Schwartz, Kroll Direct, LISTS . . . . . . . . .ilene@krolldirect.com Ph: (216) 371-1667 | Fax: (216) 371-1669 PERMISSIONS . . . . . . . . . . . . .questexpermissions@reprintbuyer.com Ph: (800) 494-9051 Ext. 100 REPRINTS . . . . . . . . . . .HotelandMotelManagement@reprintbuyer.com Ph: (800) 290-5460 Ext. 100 SUBSCRIPTIONS, CUSTOMER SERVICE. .hspangler@questex.com Ph: (847) 763-9594 | Fax: (847) 763-9694 BACK ISSUES, SINGLE CURRENT COPIES Ph: (847) 763-9594 | Fax: (847) 763-9694 How to contact the H&MM editorial staff 600 Superior Ave. East, Suite 1100; Cleveland, OH 44114 Tel: (216) 706-3700 | Fax: (216) 706-3711 | www.HotelMotel.com Paul J. Heney Editorial Director pheney@questex.com Stephanie Ricca Editor In Chief sricca@questex.com Victoria Burt Managing Editor vburt@questex.com Jason Q. Freed Senior Editor jfreed@questex.com PRESIDENT & CEO—Kerry C. Gumas EXECUTIVE V.P. & CFO—Tom Caridi EXECUTIVE V.P.—Tony D’Avino EXECUTIVE V.P.—Robert S. Ingraham EXECUTIVE V.P.—Jon Leibowitz EXECUTIVE V.P., CORP. DEV.—Claudia Flowers V.P., DIGITAL MEDIA—Seth Nichols V.P., HUMAN RESOURCES—Diane M. Evans Copyright 2008 Questex Media Group, Inc. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical including photocopy, recording or information storage and retrieval system, without permission in writing from the publisher. Authorization to photocopy items for internal or personal use, or the internal or personal use of specific clients, is granted by Questex Media Group, Inc. for libraries and other users registered with the Copyright Clearance Center, 222 Rosewood Dr., Danvers, MA 01923; phone: (978) 750-8400; fax (978) 7504470; call for copying beyond that permitted by Sections 107 or 108 of the U.S. Copyright Law. For those not registered with the CCC, send permission request to questexpermissions@reprintbuyer.com; phone: (800) 494-9051 Ext. 100. Hotel & Motel Management does not verify any claims or other information appearing in any of the advertisements contained in the publication, and cannot take any responsibility for any losses or other damages incurred by readers in reliance on such content. Hotel & Motel Management welcomes unsolicited articles, manuscripts, photographs, illustrations and other materials but cannot be held responsible for their safekeeping or return. Questex Media Group, Inc. provides certain customer contact data (such as customers’ names, addresses, phone numbers and e-mail addresses) to third parties who wish to promote relevant products, services and other opportunities which may be of interest to you. If you do not want Questex Media Group to make your contact information available to third parties for marketing purposes, simply call toll-free (866) 344-1315 between the hours of 8:30 a.m. and 5:00 p.m. CT and a customer service representative will assist you in removing your name from Questex Media Group’s lists. Outside the U.S., please phone (847) 763-9594. (216) 706-3728 (216) 706-3791 (216) 706-3743 (216) 706-3727 Jennifer Kovacs Senior Editor jkovacs@questex.com Heather Gunter Associate Editor hgunter@questex.com Emily Hanna Associate Editor ehanna@questex.com Chris Crowell Associate Editor ccrowell@questex.com (216) 706-3782 (216) 706-3792 (216) 706-3784 (216) 706-3783 .EDITORIAL MISSION STATEMENT. . HOTEL & MOTEL MANAGEMENT supplies the credible news analysis and operating resources the lodging industry needs to prosper amid constant change. Comprehensive reporting and http://www.HotelMotel.com http://www.dkereszturi@questex.com http://edirectory.hotelmotel.com http://www.HotelMotel.com
Table of Contents Feed for the Digital Edition of Hotel & Motel Management - October 20, 2008 Hotel & Motel Management - October 20, 2008 Contents Event Empowers Property-Level Leaders Boutique Bonanza Perspective Legal FAQ Consultant's Corner AAHOA Update Sales Clinic HotelWorld Update On Finance Trends & Stats Surprise Guests by Predicting Their Needs Transactions Worse Than Most Predicted Electronic Safes Housekeeping Services Marketplace Events Ad/Edit Index Classifieds Checking Out Hotel & Motel Management - October 20, 2008 Hotel & Motel Management - October 20, 2008 - Hotel & Motel Management - October 20, 2008 (Page Cover1) Hotel & Motel Management - October 20, 2008 - Hotel & Motel Management - October 20, 2008 (Page Cover2) Hotel & Motel Management - October 20, 2008 - Hotel & Motel Management - October 20, 2008 (Page 1) Hotel & Motel Management - October 20, 2008 - Hotel & Motel Management - October 20, 2008 (Page 2) Hotel & Motel Management - October 20, 2008 - Contents (Page 3) Hotel & Motel Management - October 20, 2008 - Boutique Bonanza (Page 4) Hotel & Motel Management - October 20, 2008 - Boutique Bonanza (Page 5) Hotel & Motel Management - October 20, 2008 - Perspective (Page 6) Hotel & Motel Management - October 20, 2008 - Perspective (Page 7) Hotel & Motel Management - October 20, 2008 - Consultant's Corner (Page 8) Hotel & Motel Management - October 20, 2008 - Consultant's Corner (Page 9) Hotel & Motel Management - October 20, 2008 - AAHOA Update (Page 10) Hotel & Motel Management - October 20, 2008 - AAHOA Update (Page 11) Hotel & Motel Management - October 20, 2008 - Sales Clinic (Page 12) Hotel & Motel Management - October 20, 2008 - Sales Clinic (Page 13) Hotel & Motel Management - October 20, 2008 - HotelWorld Update (Page 14) Hotel & Motel Management - October 20, 2008 - HotelWorld Update (Page 15) Hotel & Motel Management - October 20, 2008 - On Finance (Page 16) Hotel & Motel Management - October 20, 2008 - On Finance (Page 17) Hotel & Motel Management - October 20, 2008 - Trends & Stats (Page 18) Hotel & Motel Management - October 20, 2008 - Trends & Stats (Page 19) Hotel & Motel Management - October 20, 2008 - Surprise Guests by Predicting Their Needs (Page 20) Hotel & Motel Management - October 20, 2008 - Surprise Guests by Predicting Their Needs (Page 21) Hotel & Motel Management - October 20, 2008 - Transactions Worse Than Most Predicted (Page 22) Hotel & Motel Management - October 20, 2008 - Transactions Worse Than Most Predicted (Page 23) Hotel & Motel Management - October 20, 2008 - Transactions Worse Than Most Predicted (Page 24) Hotel & Motel Management - October 20, 2008 - Transactions Worse Than Most Predicted (Page 25) Hotel & Motel Management - October 20, 2008 - Electronic Safes (Page 26) Hotel & Motel Management - October 20, 2008 - Electronic Safes (Page 27) Hotel & Motel Management - October 20, 2008 - Electronic Safes (Page 28) Hotel & Motel Management - October 20, 2008 - Electronic Safes (Page 29) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 30) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 31) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 32) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 33) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 34) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 35) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 36) Hotel & Motel Management - October 20, 2008 - Housekeeping Services (Page 37) Hotel & Motel Management - October 20, 2008 - Marketplace (Page 38) Hotel & Motel Management - October 20, 2008 - Events (Page 39) Hotel & Motel Management - October 20, 2008 - Ad/Edit Index (Page 40) Hotel & Motel Management - October 20, 2008 - Classifieds (Page 41) Hotel & Motel Management - October 20, 2008 - Classifieds (Page 42) Hotel & Motel Management - October 20, 2008 - Classifieds (Page 43) Hotel & Motel Management - October 20, 2008 - Classifieds (Page 44) Hotel & Motel Management - October 20, 2008 - Classifieds (Page 45) Hotel & Motel Management - October 20, 2008 - Checking Out (Page 46) Hotel & Motel Management - October 20, 2008 - Checking Out (Page Cover3) Hotel & Motel Management - October 20, 2008 - Checking Out (Page Cover4)
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