Hospitality

A few years ago, room service seemed like it was fading away. Room service rarely makes money — it represents just 1.2 percent of a hotel's average revenues, according to 2012 figures. Not only that, but room service requires increased staffing and longer kitchen hours.

But the pendulum always swings back. While many high-end hotels, such as the New York Hilton Midtown, have done away with room service entirely, others have made in-room dining a pillar of their brand. Their secret: They cater to a particular audience, whether that’s outdoorsy adventurers with dogs (at The Little Nell) or late-night partiers (at The Cosmopolitan.) These five hotels have elevated room service to an art.

If you’re loyal to everyone, you’re loyal to no one.

That’s the challenge facing the hospitality industry, as guests sign up for multiple hotel loyalty programs without pledging allegiance to one. About 27 percent of guests at branded hotels, and 21 percent of guests at independent hotels, are members of the hotel’s loyalty program, Skift’s 2017 Outlook On Hotel Direct Booking says.

And increasingly, they’re choosing the rewards programs offered by online travel agencies, because the points can be used at multiple properties.    

How can hotels convince guests to commit to their own rewards program? Here are five ways hotels are seeking to win — and keep — loyal customers.

When guests enter the Charlotte Marriott City Center, “they’re just jaw-dropped,” says General Manager Crissy Wright. It’s not only that it’s pretty, or that it’s modern — this hotel is the future of Marriott. Called M Beta, it’s the world’s first hotel innovation incubator, a working laboratory for testing new hospitality industry trends. 

Since M Beta opened in October 2016, what has this ambitious experiment revealed? Hamilton Beach Commercial spoke with Wright to find out.

In this space, we’ve talked a lot about the transformation of the hotel lobby from a static entrance space to a humming social hub. But hip décor alone won’t make the change happen; the modern lobby needs to work hard to bring in foot traffic.

While it takes a while for redesigned lobbies to pay for themselves, “activity does generate revenue. Generosity is seen and repaid,” Jason Holley, co-director of Universal Design Studio, said at a 2016 hospitality conference. How can hotels use social events to draw more people and increase ROI? Here are some ideas.

Extended-stay, today’s your day.

This once-overlooked market segment is exploding across the United States. In mid-2016, more than 40,000 extended-stay rooms were under construction: the highest number in at least 17 years, Lodging magazine reports. Despite another 20,000 rooms opening in 2015, extended-stay rates grew and occupancy saw only a slight dip. Brands such as Element by Westin, Staybridge Suites, Residence Inn and Extended Stay America are all planning significant expansions. 

Of course, all this growth means more competition. What are extended-stay hotels doing to win over guests and keep them coming back again — and again?

Hard bunkbeds. Grimy showers. Loud roommates.

For most people, the word “hostel” brings back decades-old memories of backpacking in Europe or surf-bumming around Costa Rica. Savvy travelers, however, know that hostels have a new face. “Poshtels” offer chic décor, fun bars and hotel-like amenities. And they’re making inroads in the United States. Find out how hostels fit into 2017’s competitive hotel market.

Check out our most popular content for the year on the Hospitality blog -- here is your recap of our top posts from Hamilton Beach® Commercial.

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The idea of learning something new while on vacation is nothing new. Hotel guests have been perfecting their golf swings and swirling wines for decades. But there’s a new trend among hotels to offer ever more in-depth and hands-on learning. At hotels around the country, you can live your fantasy of becoming an artist, or a British pastry chef, or a master mixologist — even if only for a day.

Here are 10 hotels offering creative, hands-on workshops guests won’t soon forget.

Modern guestrooms are losing a lot of things: Closets. Desks. Even dressers. But what about the coffeemaker? Is that an essential amenity, or an unneeded luxury?

This turns out to be a subject for passionate debate among frequent travelers. Some can’t live without in-room coffee. Others prefer to get their fix in the lobby. One thing’s clear: most guests believe complimentary caffeine is a constitutional right. Here’s how to keep them happy.

The hotel lobby is rapidly changing from merely an entrance into a place that entrances. “We’re trying to make this more of an experience, a place to go to rather than a place to go through,” Alexandra Jaritz, global head for Tru by Hilton, told the New York Times.

But will you see a real ROI from transforming your lobby into a multifunctional hub for work, socializing and entertainment ? We spoke with Bob Bomholt, Director of Operations for hotel design-build firm Pinnacle South, to find out. Here are five reasons to consider a lobby revamp.