Jamie's Blog Account

Blog #3 Housekeeping

2006-04-24T13:08:00.000-07:00

http://www.hotel-online.com/News/PR2006_2nd/Apr06_HskprStudy.html

Summary: A new industry report done by occupational medical experts found that housekeeping employees within the hotel industry are injured more frequently then other employees, and this trend just keeps getting worse. The survey results come from over 60 hotel properties over a period of seven years. Due to the increasing workplace injuries that housekeepers face (because of heavier mattresses, linens, and room amenities) it may lead to more demands in union contracts, or the creation of unions in hotel properties.

Reaction: The results of this survey are not surprising at all. Housekeepers have one of the hardest jobs in the hotel, and it is also one of the most important. I think this may be good if it forces hoteliers to pay housekeepers better wages or give them more compensation in the form of better health benefits. They definitely deserve more money for the type of work they due. Also, giving housekeepers better pay may result in a higher quality employee with better employee retention in that department; two things that would improve a hotel’s operations.

Blog #2

2006-03-20T18:03:00.000-08:00

http://www.usatoday.com/travel/hotels/2006-03-16-review-websites_x.htm

Summary: This article questions the authenticity of hotel reviews on websites such as tripadvisor.com, igougo.com, and zoomandgo.com. It brings to light the fact that such sites have no way to guarantee that hotel reviews are actually made by past guests and not current hotel employees. The article quotes the CEO of zoomandgo.com and discusses the methods their site and other similar websites use to spot these false postings. He says that when trying to determine if a posting is valid his staff will “phone (a reviewer) to check on them and find it's actually someone in the hotel marketing department posing as a guest." He also says his staff will read the travel reviews and look for specific signals that a posting is false, “there's a tone to them, and our staff is trained to look for it." Discovering these untrue postings are important due to the impact these reviews have on traveler’s hotel choices. A negative or positive review has the ability to increase or decrease sales revenue sufficiently.

Reaction: When using websites such as these I have always questioned the truth behind hotel reviews; especially since I have relied on one of these reviews before and suffered the negative consequences of choosing a poor hotel as a result. It was interesting to read that the staff of these websites actually search for false reviews or those made by hotel staff. Although to me their methods seemed somewhat inadequate due to the large amount of postings. How can they actually ensure each and every one is truthful when dealing with such a high number of reviews? The end of the article was especially surprising when several sales managers were quoted saying these postings can have a big impact on hotel bookings, both positive and negative. It makes it important for hotel managers to pay attention to these postings and what guests’ reactions are to their properties. The reviews can even be used as an assessment tool and show properties what their biggest positive and negative attributes are according to guests.

Blog #1: Travel Agent Reservation System

2006-02-22T09:47:00.000-08:00

The article I read is available at http://www.hospitalityupgrade.com
Summary: On February 15, 2006 Pelican System made available their Travel Agent Reservation system. This system allows hotels to upload their latest room rate and availability onto an extranet system. This information is then accessed by travel agents who can give their customers the latest room rate information available. Also this system allows travel agents to confirm reservations with the hotel immediately through the web site, without having to go to the hotel to confirm their availability and room rate.
Response: I think that this new technology can only help the relationship between hotels, travel agents, and guests. It will increase sales for travel agents and coincidentally increase revenue for hotels. Also by allowing the hotel to post an accurate room rate and availability it lessens the chance for travel agent error when making the reservation. Most importantly it gives the customer reservation confirmations immediately without the inconvenient waiting period usually associated with using a travel agent. Besides benefiting the customer instant reservations eliminates unnecessary phone calls and faxes, subsequently saving the travel agent time and resources. Basically this new technology benefits every party involved: the hotels, travel agents, and the customer, making it a great improvement in the hospitality industry.

New Blog Account

2006-02-08T09:31:00.000-08:00

Hi its Jamie Cerino just setting up my new blog account. Hope I did everything right, see you in class.