February 5, 2019

Building Better Customer Satisfaction in a World of Technology

by Elizabeth Martyn and Christopher Anderson

As the hospitality and service industry makes greater use of computer applications and virtual technology, personal contact with employees becomes increasingly important for customer satisfaction. In a recent report from the Cornell Center for

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November 5, 2018

2018 CHR Roundtable Highlights Hospitality Industry Sustainability Strategies

Owners are increasingly joining with operators and brands to improve the hotel industry’s sustainability strategies. The result of this cooperation is stronger corporate and operational sustainability strategies and practices, as discussed in the 2018 Cornell Sustainability Roundtable, which was recently hosted by the Center for

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October 12, 2018

Cornell Study Highlights the Critical Importance of Brand Consistency

By Chris Anderson

When travelers are searching for a hotel in a particular destination, their internet search gives them a page of hotel listings—and they’ll probably choose to book one of the hotels that appear on that

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April 4, 2018

Cornell Hospitality Summit Series: Hospitality Technology Disruption

By Klaus Kohlmayr, chief evangelist, IDeaS

I had the great pleasure to join some of the leading experts in travel technology at Cornell University to discuss disruption and transformation in the hospitality industry at their Hospitality Research Summit last October. Our conversations covered a

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March 22, 2018

Robots: Hotel customers like them (mostly)!

By Lina Zhong and Rohit Verma

When Captain Kirk or Mr. Spock needed information, they would hail the Enterprise’s computer, and the computer would respond to their request. In 1966, that was an amazing piece of science fiction. Now, with Siri, Alexa, and other devices

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March 14, 2018

Hotels move ahead on sustainability

By Eric Ricaurte

We are now in the fourth year of an international effort to collect sustainability data from hotels around the globe, and I’m pleased to report continued progress in several areas. That said, I have to immediately point out that one continued finding from our

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April 18, 2017

Study highlights growth of strategic hotel profit management

By Cathy A. Enz, Breffni Noone, and Jessie Glassmire

Hospitality firms continue to expand their traditional revenue management (RM) practices, shifting from a tight focus on rooms-based profits to include their relationships with customers and hotel revenue streams, such as function space and restaurants,

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April 14, 2017

Online travel sites are still important for hotel operators

By Chris K. Anderson and Saram Han

Changes in the online travel market have caused hotels to re-examine their relationships with online travel agencies (OTAs), and the impact on bookings from listing their properties with these sites.

A primary reason for these changes is consolidation

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March 8, 2017

Free for Guests, but Not for Hotels: How to Pick the Right Amenities

By Chekitan S. Dev

Hotel guests expect some freebies, whether it’s bottled water or a well-equipped fitness center.

The challenge for hotel owners and managers, then, is to select the freebies that appeal to their customers, give them an edge on the competition, and provide

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March 8, 2017

Study Highlights Changes in Hotel Revenue Management

By Sheryl E. Kimes

Hotel revenue-management (RM) strategies continue to evolve as the hospitality industry seeks new and better ways to generate and evaluate profits. Among the latest action plans are applying RM practices to all aspects of hotel operations, including function space, and

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