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 Hospitality Research at the School of Hotel Administration in Cornell’s […]

Building Better Customer Satisfaction in a World of Technology

Cornell Hospitality Research

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 Hospitality Research (CHR), we explore how those customer contact employees can be trained in the […]

Cornell Study Highlights the Critical Importance of Brand Consistency

CHR Insights

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 search page. The question is, how do they choose? As I explain here, the answer increasingly is, the […]

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 wide range of subjects, from how to improve the guest experience to what the […]

Robots: Hotel customers like them (mostly)!

CHR Insights

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 with artificial intelligence, we all are figuratively standing on the bridge of […]

Hotels move ahead on sustainability

CHR Insights

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 study is the complexity of setting benchmarks on energy […]

Study highlights growth of strategic hotel profit management

CHR Insights

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, to develop a strategic profit-management approach. Those are among the key findings […]

Online travel sites are still important for hotel operators

CHR Insights

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 and innovation among online travel firms that offer direct booking, and an […]

Focus on Fundamentals Remains Key for Hotels

CHR Insights

By Jie Zhang and Rohit Verma Hotel operators may be tempted to add new amenities and facilities, but focusing on the fundamentals is the best strategy for attracting new customers and maintaining ties with previous guests. Our recent study, titled “What Matters Most to Your Guests: An Exploratory Study of Online Reviews,” shows that the core […]

Study Highlights Changes in Hotel Revenue Management

CHR Insights

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 creating separate, centralized RM departments. To determine the status of these strategies, […]