(This is a new occasional feature of our Chapter’s blog, spotlighting key members of our hospitality industry. If you are interested in participating, please contact Julie Wernick, HSMAInsider, at jwfranklin1@gmail.com)
Name: Carlos M. Molinet, CHA
Title: General Manager
Company: Hilton Worldwide – based at Hilton Fort Lauderdale Marina
HSMAInsider: How Long Have You Been at Your Current Job at This Location?
Carlos: 5 years and 2 months
HSMAInsider: Where Were You Before?
Carlos: Area GM for Hyatt Pier 66 and Bahia Mar
HSMAInsider: How Did you Get Started in the Industry?
Carlos: I started as a Front Office Cashier in NYC
HSMAInsider: What is your Favorite Thing about your job?
Carlos: The ability to mentor and develop the future leaders of our industry as well as the interaction with our guests and creating memories for their stays.
HSMAInsider: What advice, if any, would you have for someone starting out in the Hospitality Industry?
Carlos: Engage your guests daily and always look for opportunities to seek out mentors to help guide your career. Additionally, involve yourself with the Florida Restaurant and Lodging Association, as this will help you network and build your base of contacts for future success. Finally, I would say live up to a mantra of some kind, mine is from Conrad Hilton “To fill the earth with the light and warmth of hospitality”
HSMAInsider: When guests/friends visit and ask you what not to miss in South Florida, you tell them not to miss:
Carlos: The Water Taxi, The beach, The Everglades, Sawgrass Mills, and a show at either the Broward Center for the Performing Arts or in Miami at the Arsht Center.
HSMAInsider: Anything else you’d like to tell our readers?
Carlos: The hospitality business is richly rewarding especially if you adopt the servant leadership model and truly serve your hotel and community. My philosophy of life is based on the Success Poem – “To leave the world a bit better, whether by a healthy child, a garden patch, or redeemed social condition: To know that one life has breathed easier because you have lived – this is to have succeeded” - Additionally, you have the key to unlock your possibilities in life and choose to do anything that you want with this.
Tuesday, October 25, 2011
HSMAI-SOUTH FLORIDA CHAPTER RECOGNIZES MIKE HAMPTON AT 28TH ANNUAL GALA
In a 28-year tradition, the South Florida chapter of the Hospitality Sales & Marketing Association International (HSMAI) welcomed South Florida tourism industry members for its annual Gala and auction, this year benefiting hospitality student scholarships.
A highlight of the event, held at Hyatt Regency Pier Sixty-Six, was the presentation of the
2011 “Hospitality Legend of the Year” Award to Mike Hampton, Dean of the School of Hospitality & Tourism Management at Florida International University.
Dr. Hampton was appointed Dean at FIU in January 2011. He previously was the Dean of the College of Hospitality Management for Lynn University from 2005 to 2011. With over 20 years of direct experience in the hospitality industry, he has served as a professional speaker, trainer and educator. He founded HSA International, a global training and education management organization specializing in the hospitality industry in 1986. Through his experience and educational pursuits he has become recognized as an expert in human resources development, strategic planning and sales development.
Dr. Hampton holds a Bachelor of Science degree in business management from Florida State University; a Master of Science degree in hospitality management, and an Educational Doctorate (Ed.D.) degree in adult education and human resources development from Florida International University. He has also received the designation of Certified Hospitality Educator (CHE) as granted by the Educational Institute of the American Hotel & Lodging Association.
Dr. Hampton has been active in industry associations, including the American Resort Development Association; the American Society for Training and Development; the Council of Hotel and Restaurant Trainers, where he has served as president and a member of the association’s Board of Directors; the American Hotel & Lodging Association; the Hotel Electronic Distribution Network Association; and the Hospitality Sales & Marketing Association International (HSMAI). He has also been involved in the Institute of Food Technologists and the American Statistical Association.
The Chapter’s “Hospitality Legend of the Year” Award is given for outstanding contributions to the local tourism/hospitality industry.
Other awards presented:
General Manager of the Year: Heiko Dobrikow, Riverside Hotel
Sales & Marketing Professional of the Year: Mari Garcia, Hilton Worldwide
Revenue Manager of the Year: Denease Butt, Riverside Hotel
HSMAI South Florida Rising Star on the Board: Alicia McCrae, SpringHill Suites Boca Raton
HSMAI South Florida Lifetime Achievement on the Board: Stacie Faulds, Greater Fort Lauderdale Convention & Visitors Bureau.
Congratulations and Best wishes to all!
Best, Julie Wernick, HSMAInsider.
Reminder: To send info for the “Around Town” column, please forward to jwfranklin1@gmail.com
A highlight of the event, held at Hyatt Regency Pier Sixty-Six, was the presentation of the
2011 “Hospitality Legend of the Year” Award to Mike Hampton, Dean of the School of Hospitality & Tourism Management at Florida International University.
Dr. Hampton was appointed Dean at FIU in January 2011. He previously was the Dean of the College of Hospitality Management for Lynn University from 2005 to 2011. With over 20 years of direct experience in the hospitality industry, he has served as a professional speaker, trainer and educator. He founded HSA International, a global training and education management organization specializing in the hospitality industry in 1986. Through his experience and educational pursuits he has become recognized as an expert in human resources development, strategic planning and sales development.
Dr. Hampton holds a Bachelor of Science degree in business management from Florida State University; a Master of Science degree in hospitality management, and an Educational Doctorate (Ed.D.) degree in adult education and human resources development from Florida International University. He has also received the designation of Certified Hospitality Educator (CHE) as granted by the Educational Institute of the American Hotel & Lodging Association.
Dr. Hampton has been active in industry associations, including the American Resort Development Association; the American Society for Training and Development; the Council of Hotel and Restaurant Trainers, where he has served as president and a member of the association’s Board of Directors; the American Hotel & Lodging Association; the Hotel Electronic Distribution Network Association; and the Hospitality Sales & Marketing Association International (HSMAI). He has also been involved in the Institute of Food Technologists and the American Statistical Association.
The Chapter’s “Hospitality Legend of the Year” Award is given for outstanding contributions to the local tourism/hospitality industry.
Other awards presented:
General Manager of the Year: Heiko Dobrikow, Riverside Hotel
Sales & Marketing Professional of the Year: Mari Garcia, Hilton Worldwide
Revenue Manager of the Year: Denease Butt, Riverside Hotel
HSMAI South Florida Rising Star on the Board: Alicia McCrae, SpringHill Suites Boca Raton
HSMAI South Florida Lifetime Achievement on the Board: Stacie Faulds, Greater Fort Lauderdale Convention & Visitors Bureau.
Congratulations and Best wishes to all!
Best, Julie Wernick, HSMAInsider.
Reminder: To send info for the “Around Town” column, please forward to jwfranklin1@gmail.com
Monday, October 17, 2011
Around Town – September/October 2011
(Editor’s Note: Here’s another collection of newsworthy items from our industry members and the South Florida community. HSMAInsider, Julie Wernick)
Southeast Florida:
Congrats to Melody Dixon, CHSP, on her new position as Group Sales Manager at the Comfort Inn Ft. Lauderdale Airport Cruise Port on Stirling Road in Hollywood. Best wishes!
Congrats to Rod Kukurudz, the new Vice President of Event Sales, at ME Productions.
Prior to immigrating to the US, Rod was co-owner for 18 years of a marketing and event agency in France, creating and producing events with up to a half-million spectators.
Bahia Mar Beach Resort & Yachting Center, which recently gained approval for a Waldorf Astoria hotel, is in the middle of a multimillion-dollar upgrade of the existing landmark hotel building. The renovated hotel will be gaining the DoubleTree by Hilton hotel brand. In addition to the rooms, the resort’s 8,200 square-foot Commodore Ballroom will also be updated, including lighting, sound and internet connectivity.
The Atlantic Resort & Spa in Fort Lauderdale soon will be home to a new French bistro. Executive Chef Steve Zobel is opening East End Brasserie in the former Trina space on Oct. 27. The restaurant is being designed to reflect an authentic Parisian bistro.
Greater “Fork” Lauderdale celebrates its fifth consecutive year of Dine Out Lauderdale, a six-week culinary event promoting the area’s gourmet restaurants and renowned chefs. From October 1 through November 10, three-course meals are available at a $35 prix fixe at more than 35+ restaurants.
Fort Lauderdale-based IBC Travel has launched scheduled air service between West Palm Beach and Marsh Harbour, Bahamas. The flights are scheduled to operate year-round on Tuesdays, Thursdays and Sundays with roundtrip fares from $359, including taxes and fees.
JetBlue Airways announced new nonstop service between West Palm Beach and Hartford, Connecticut. Beginning January 12, travelers can fly direct between West Palm Beach International Airport and Bradley International Airport in Hartford. JetBlue will offer a 2:30 p.m. flight from West Palm Beach that arrives in Hartford at 5:15 p.m., and a flight departing Hartford at 6 p.m. and arriving in West Palm Beach at 9:10 p.m.
The Hampton Inn & Suites Miami Brickell Downtown opened in late September with more than 3,800 square feet of meeting space, comprised of five rooms, each of which is named after types of birds. When combined, the meeting space can accommodate 300 people in their joint space of 2,300 square feet. All rooms feature audiovisual equipment and complimentary Internet access.
Starwood’s eco-friendly Element brand opens at the Miami International Airport in December. Traveler-friendly amenities at Element Miami International Airport will include a 24-hour grab-and-go gourmet pantry, a laundry room, and free Wi-Fi. Rooms have work spaces and kitchens. There will also be a palm-lined pool outside.
The recently renovated Shelborne South Beach now has the Starlight Ballroom and three other event areas that offer flexible meeting space accommodations. Designed by ADD Inc., the 3,500-square-foot ballroom has an Art Deco theme and can hold 370 guests.
A multi-million dollar renovation is currently underway at the DoubleTree by Hilton Hotel Miami Airport & Convention Center, which boasts more than 155,000 square feet of meeting space.
The Regent Seven Seas is moving from Port Everglades to the Port of Miami in Fall 2012 to join its sister company, Oceania Cruises to berth at the Port’s newly renovated Cruise Terminal J. Both companies are owned by Prestige Cruise Holdings. The move to Miami was cited due to the popularity of Miami as a homeport for cruise passengers globally and the increased international airlift offered at MIA.
In November, Sun Air International Airlines will begin 18 weekly flights from MIA to five destinations in the Bahamas. In addition, Mexican low-cost carriers VivaAerobus and Interjet will also begin service in November. VivaAerobus will launch two weekly non-stop flights from Monterrey, Mexico every Monday and Friday. Interjet will offer daily non-stop service from Mexico City.
Southwest Florida:
MLT Vacations awarded Pink Shell Beach Resort & Spa and Outrigger Beach Resort on Fort Myers Beach 2011 Quality Assurance Awards at a special ceremony in St. Paul, Minn. The Quality Assurance Award recognizes a very select group of hotels that achieve a 99 percent customer satisfaction score and 99 percent delivery of product performance.
The American Bus Association (ABA) announced that Edison & Ford Holiday Nights, Dec. 2-31, 2011, has been designated as one of the Top 100 Events in North America for 2012 by an experienced expert tourism industry selection committee.
The Lee County Visitor & Convention Bureau (VCB) earned a “Henry Award,” the highest award for imaginative destination marketing, along with three Silver Awards, at the 44th Annual Governor’s Conference on Tourism Flagler Awards Competition.
During the month of August 2011, The Beaches of Fort Myers & Sanibel hosted 304,174 visitors, who spent about $157.4 million. Total visitation decreased 22.2 percent from August 2010, but calendar year-to-date 2011, paid accommodations visitation was almost 8 percent ahead of the same period last year. Total expenditures are up by 13.5 percent over the same period last year.
During August 2011, 420,105 passengers traveled through Southwest Florida International Airport (RSW), a decrease of 5.5 percent compared to August 2010. Year-to-date, passenger traffic is up 3.3 percent from the same period last year.
---------------------------------------------------------------------------------------------
To submit items for future blog columns, please send info to jwfranklin1@gmail.com
Best, Julie Wernick, HSMAInsider
Southeast Florida:
Congrats to Melody Dixon, CHSP, on her new position as Group Sales Manager at the Comfort Inn Ft. Lauderdale Airport Cruise Port on Stirling Road in Hollywood. Best wishes!
Congrats to Rod Kukurudz, the new Vice President of Event Sales, at ME Productions.
Prior to immigrating to the US, Rod was co-owner for 18 years of a marketing and event agency in France, creating and producing events with up to a half-million spectators.
Bahia Mar Beach Resort & Yachting Center, which recently gained approval for a Waldorf Astoria hotel, is in the middle of a multimillion-dollar upgrade of the existing landmark hotel building. The renovated hotel will be gaining the DoubleTree by Hilton hotel brand. In addition to the rooms, the resort’s 8,200 square-foot Commodore Ballroom will also be updated, including lighting, sound and internet connectivity.
The Atlantic Resort & Spa in Fort Lauderdale soon will be home to a new French bistro. Executive Chef Steve Zobel is opening East End Brasserie in the former Trina space on Oct. 27. The restaurant is being designed to reflect an authentic Parisian bistro.
Greater “Fork” Lauderdale celebrates its fifth consecutive year of Dine Out Lauderdale, a six-week culinary event promoting the area’s gourmet restaurants and renowned chefs. From October 1 through November 10, three-course meals are available at a $35 prix fixe at more than 35+ restaurants.
Fort Lauderdale-based IBC Travel has launched scheduled air service between West Palm Beach and Marsh Harbour, Bahamas. The flights are scheduled to operate year-round on Tuesdays, Thursdays and Sundays with roundtrip fares from $359, including taxes and fees.
JetBlue Airways announced new nonstop service between West Palm Beach and Hartford, Connecticut. Beginning January 12, travelers can fly direct between West Palm Beach International Airport and Bradley International Airport in Hartford. JetBlue will offer a 2:30 p.m. flight from West Palm Beach that arrives in Hartford at 5:15 p.m., and a flight departing Hartford at 6 p.m. and arriving in West Palm Beach at 9:10 p.m.
The Hampton Inn & Suites Miami Brickell Downtown opened in late September with more than 3,800 square feet of meeting space, comprised of five rooms, each of which is named after types of birds. When combined, the meeting space can accommodate 300 people in their joint space of 2,300 square feet. All rooms feature audiovisual equipment and complimentary Internet access.
Starwood’s eco-friendly Element brand opens at the Miami International Airport in December. Traveler-friendly amenities at Element Miami International Airport will include a 24-hour grab-and-go gourmet pantry, a laundry room, and free Wi-Fi. Rooms have work spaces and kitchens. There will also be a palm-lined pool outside.
The recently renovated Shelborne South Beach now has the Starlight Ballroom and three other event areas that offer flexible meeting space accommodations. Designed by ADD Inc., the 3,500-square-foot ballroom has an Art Deco theme and can hold 370 guests.
A multi-million dollar renovation is currently underway at the DoubleTree by Hilton Hotel Miami Airport & Convention Center, which boasts more than 155,000 square feet of meeting space.
The Regent Seven Seas is moving from Port Everglades to the Port of Miami in Fall 2012 to join its sister company, Oceania Cruises to berth at the Port’s newly renovated Cruise Terminal J. Both companies are owned by Prestige Cruise Holdings. The move to Miami was cited due to the popularity of Miami as a homeport for cruise passengers globally and the increased international airlift offered at MIA.
In November, Sun Air International Airlines will begin 18 weekly flights from MIA to five destinations in the Bahamas. In addition, Mexican low-cost carriers VivaAerobus and Interjet will also begin service in November. VivaAerobus will launch two weekly non-stop flights from Monterrey, Mexico every Monday and Friday. Interjet will offer daily non-stop service from Mexico City.
Southwest Florida:
MLT Vacations awarded Pink Shell Beach Resort & Spa and Outrigger Beach Resort on Fort Myers Beach 2011 Quality Assurance Awards at a special ceremony in St. Paul, Minn. The Quality Assurance Award recognizes a very select group of hotels that achieve a 99 percent customer satisfaction score and 99 percent delivery of product performance.
The American Bus Association (ABA) announced that Edison & Ford Holiday Nights, Dec. 2-31, 2011, has been designated as one of the Top 100 Events in North America for 2012 by an experienced expert tourism industry selection committee.
The Lee County Visitor & Convention Bureau (VCB) earned a “Henry Award,” the highest award for imaginative destination marketing, along with three Silver Awards, at the 44th Annual Governor’s Conference on Tourism Flagler Awards Competition.
During the month of August 2011, The Beaches of Fort Myers & Sanibel hosted 304,174 visitors, who spent about $157.4 million. Total visitation decreased 22.2 percent from August 2010, but calendar year-to-date 2011, paid accommodations visitation was almost 8 percent ahead of the same period last year. Total expenditures are up by 13.5 percent over the same period last year.
During August 2011, 420,105 passengers traveled through Southwest Florida International Airport (RSW), a decrease of 5.5 percent compared to August 2010. Year-to-date, passenger traffic is up 3.3 percent from the same period last year.
---------------------------------------------------------------------------------------------
To submit items for future blog columns, please send info to jwfranklin1@gmail.com
Best, Julie Wernick, HSMAInsider
Thursday, October 13, 2011
“12 Things to Do Before 2012” Per the GFLCVB
Today’s 2012 Marketing Plan Presentation by the Greater Fort Lauderdale Convention and Visitors Bureau was attended by a who’s who of the area’s hospitality industry movers and shakers. In addition to presentations on public relations, highlights on destination sales, and an overview of advertising plans, handouts were distributed of their various printed guides and marketing plans.
One of the featured items was a little card entitled, “12 Things to Do Before 2012”.
Here is a summary of the items listed:
1. Nominate – The 2011 Sunsational Service Courtesy Awards will be held on December 1st. There will be 12 winners recognized at that time. Attendees were urged to nominate someone on their “frontline” staff for going above and beyond. The forms are on their website at www.sunny.org/nominate
2. Get Sporty – This year’s Broward County Sports Hall of Fame will take place on Tuesday, November 8th at the annual banquet. Tickets can be ordered by contacting Saskia at sfisher@broward.org
3. Collaborate – Special offers and deals as well as pre/prost cruise offers are listed on their site. To be included, send your “deals” info to Justin at jflippen@broward.org
4. Get Social – The CVB wants everyone to “like” them on Facebook (VisitLauderdale).
5. Say Cheese – In addition to liking them, they are soliciting photos to be posted on their Facebook page, too. These can be of staff or of visitors. Pictures also will appear on their site at the SunnysideUp page.
6. Retweet Us – They’d like us to retweet their posts on Twitter. (Everyone is following the CVB already, right?)
7. Check In on Foursquare – Make sure your business is listed as a venue, leave tips, engage with your mobile customers, update your descriptions, and add your specials. Foursquare.com/VisitLauderdale
8. Co-op With Us and Split the Cost: There are opportunities for shared advertising. See sunny.org/coop for details.
9. 'Tis the Season – Get included in various media stories by sending your holiday specials (Halloween too) and events to Jessica at jtaylor@broward.org
10. Freshen Up – If you haven’t done so recently, make sure your sunny.org listing is current. These listings also appear on their mobile site and iVisitLauderdale app. For a how-to-do-this guide, see sunny.org/PartnerLogin
11. Share the Sun – They are seeking to get donations for 3-night stays and for meals that can be used in promotions on Radio, TV, and online. They need certificates good through December 2012 (with any restrictions/black out dates). Contact Kim at kcanter@broward.org
12. Go MOBI – Promote to your friends and guests the new sunny.org mobi site which appears on Android, iPhone, Blackberry, and iPad. (Put this on YOUR cell phone if you haven’t already done so…)
Best, Julie Wernick, HSMAInsider.
Reminder: Please send info for our “Around Town” column to jwfranklin1@gmail.com
One of the featured items was a little card entitled, “12 Things to Do Before 2012”.
Here is a summary of the items listed:
1. Nominate – The 2011 Sunsational Service Courtesy Awards will be held on December 1st. There will be 12 winners recognized at that time. Attendees were urged to nominate someone on their “frontline” staff for going above and beyond. The forms are on their website at www.sunny.org/nominate
2. Get Sporty – This year’s Broward County Sports Hall of Fame will take place on Tuesday, November 8th at the annual banquet. Tickets can be ordered by contacting Saskia at sfisher@broward.org
3. Collaborate – Special offers and deals as well as pre/prost cruise offers are listed on their site. To be included, send your “deals” info to Justin at jflippen@broward.org
4. Get Social – The CVB wants everyone to “like” them on Facebook (VisitLauderdale).
5. Say Cheese – In addition to liking them, they are soliciting photos to be posted on their Facebook page, too. These can be of staff or of visitors. Pictures also will appear on their site at the SunnysideUp page.
6. Retweet Us – They’d like us to retweet their posts on Twitter. (Everyone is following the CVB already, right?)
7. Check In on Foursquare – Make sure your business is listed as a venue, leave tips, engage with your mobile customers, update your descriptions, and add your specials. Foursquare.com/VisitLauderdale
8. Co-op With Us and Split the Cost: There are opportunities for shared advertising. See sunny.org/coop for details.
9. 'Tis the Season – Get included in various media stories by sending your holiday specials (Halloween too) and events to Jessica at jtaylor@broward.org
10. Freshen Up – If you haven’t done so recently, make sure your sunny.org listing is current. These listings also appear on their mobile site and iVisitLauderdale app. For a how-to-do-this guide, see sunny.org/PartnerLogin
11. Share the Sun – They are seeking to get donations for 3-night stays and for meals that can be used in promotions on Radio, TV, and online. They need certificates good through December 2012 (with any restrictions/black out dates). Contact Kim at kcanter@broward.org
12. Go MOBI – Promote to your friends and guests the new sunny.org mobi site which appears on Android, iPhone, Blackberry, and iPad. (Put this on YOUR cell phone if you haven’t already done so…)
Best, Julie Wernick, HSMAInsider.
Reminder: Please send info for our “Around Town” column to jwfranklin1@gmail.com
Wednesday, September 21, 2011
September 21, 2011, HSMAI-South Florida Meeting Recap
“Table of Eight” – Our occasional column with comments about Chapter events.
(By HSMAInsider, Julie Wernick, jwfranklin1@gmail.com)
What a nice turn out (over 70 people attended) for the Chapter’s luncheon meeting at the Sheraton Fort Lauderdale Airport & Cruiseport Hotel in Dania Beach. Mr. Jean Elie, Senior Cruise Services Manager for Port Everglades, discussed the status of the Port and its cruise growth plans as well as its relationship with the hospitality industry.
Don’t you love meeting new people and learning about them and their companies?
I try to sit with a different group each month. How nice it was to meet Jared and his colleague from Luckey’s Management Group. We should be hearing soon from Luckey’s about some new hotel developments. Jared handles e-commerce for the company. Also at my table was Cindy Chifari with Worth International who told me about Worth’s current publications. In the “small world” department, I learned that she used to work with Cheryl Ricossa (now with Expedia), who I first met many years ago during my Grand Bahama Vacations/Princess Communications tenure, when she was with Hotel Travel Index. Seated next to Cindy were Matt Cooper and Liane Lowy from the New York Times Media group. Also got to meet and chat with Tom Mulroy, GM, of our host hotel and say hello, again, to Gerry McFarland, Director of Sales & Marketing (we worked together when I was at the Chamber and he was with the Renaissance SE 17th Street).
As always, there will be different things that people may remember from a presentation that may apply to their specific hotel/company. But here are a few key points from my notes:
Mr. Elie stated that, overall, 16 million passengers will take a cruise in 2011. This represents a 6.6% increase compared to 2010. Since 1980, there has been an average annual growth rate of passengers of approximately 7.4%.The average length of a cruise is nearly 7 days. Most cruise passengers have an average age of 50+ and more than $40,000 HHI. Cruisers are frequent vacationers and see cruising as part of the travel mix as well as for “special” trips.
Port Everglades is expecting to realize 3.9 million passengers for 2011 with 17 cruise vessels operating from the Port. The Greater Fort Lauderdale area is quite attractive for cruise passengers especially for pre-cruise packages. The Port serves as the number one entrée to the Bahamas and the Caribbean. To attract additional passengers, the Port has expanded their facilities to handle more and larger cruise liners. One result of the larger ships (like the Allure and the Oasis) has been to attract additional international tourists to our area. Some 5000 foreign visitors came, predominantly Brazilians, since the introduction of these new, larger ships. The Port will be continuing to do additional terminal renovations next year. There is more work to be done on post-cruise hotel packages, as well as area tours. (Note: The CVB is working on some new developments in this area to be unveiled at their October 13th meeting.)
Look for the PowerPoint slide presentation from today’s luncheon meeting to be posted on the chapter’s website: hsmaisouthflorida.org in the near future.
Thank you again, Jean for your informative presentation.
P.S. Just a reminder to send in your industry news/updates for the “Around Town” column for the HSMAI-South Florida chapter’s blog, “Scoop”, to jwfranklin1@gmail.com.
(By HSMAInsider, Julie Wernick, jwfranklin1@gmail.com)
What a nice turn out (over 70 people attended) for the Chapter’s luncheon meeting at the Sheraton Fort Lauderdale Airport & Cruiseport Hotel in Dania Beach. Mr. Jean Elie, Senior Cruise Services Manager for Port Everglades, discussed the status of the Port and its cruise growth plans as well as its relationship with the hospitality industry.
Don’t you love meeting new people and learning about them and their companies?
I try to sit with a different group each month. How nice it was to meet Jared and his colleague from Luckey’s Management Group. We should be hearing soon from Luckey’s about some new hotel developments. Jared handles e-commerce for the company. Also at my table was Cindy Chifari with Worth International who told me about Worth’s current publications. In the “small world” department, I learned that she used to work with Cheryl Ricossa (now with Expedia), who I first met many years ago during my Grand Bahama Vacations/Princess Communications tenure, when she was with Hotel Travel Index. Seated next to Cindy were Matt Cooper and Liane Lowy from the New York Times Media group. Also got to meet and chat with Tom Mulroy, GM, of our host hotel and say hello, again, to Gerry McFarland, Director of Sales & Marketing (we worked together when I was at the Chamber and he was with the Renaissance SE 17th Street).
As always, there will be different things that people may remember from a presentation that may apply to their specific hotel/company. But here are a few key points from my notes:
Mr. Elie stated that, overall, 16 million passengers will take a cruise in 2011. This represents a 6.6% increase compared to 2010. Since 1980, there has been an average annual growth rate of passengers of approximately 7.4%.The average length of a cruise is nearly 7 days. Most cruise passengers have an average age of 50+ and more than $40,000 HHI. Cruisers are frequent vacationers and see cruising as part of the travel mix as well as for “special” trips.
Port Everglades is expecting to realize 3.9 million passengers for 2011 with 17 cruise vessels operating from the Port. The Greater Fort Lauderdale area is quite attractive for cruise passengers especially for pre-cruise packages. The Port serves as the number one entrée to the Bahamas and the Caribbean. To attract additional passengers, the Port has expanded their facilities to handle more and larger cruise liners. One result of the larger ships (like the Allure and the Oasis) has been to attract additional international tourists to our area. Some 5000 foreign visitors came, predominantly Brazilians, since the introduction of these new, larger ships. The Port will be continuing to do additional terminal renovations next year. There is more work to be done on post-cruise hotel packages, as well as area tours. (Note: The CVB is working on some new developments in this area to be unveiled at their October 13th meeting.)
Look for the PowerPoint slide presentation from today’s luncheon meeting to be posted on the chapter’s website: hsmaisouthflorida.org in the near future.
Thank you again, Jean for your informative presentation.
P.S. Just a reminder to send in your industry news/updates for the “Around Town” column for the HSMAI-South Florida chapter’s blog, “Scoop”, to jwfranklin1@gmail.com.
Monday, September 19, 2011
“Hospitality Marketing Medley” – September 2011
(Editor’s Note:
Here are some recent trends and hospitality marketing hints collected from various websites, releases, etc.
Best, Julie Wernick, HSMAInsider.)
Expect to see more chic, 100-room or less, boutique hotels over the next few years. Today they represent about 3 percent of all U.S. Hotels. It is estimated that this could grow to about 6 % of all U.S. hotels, (maybe even 10% in large urban markets), in 10 to 15 years. Why? To provide for those travelers looking for the different/offbeat who are reacting against “cookie cutter” sameness in large chains.
Corporate buyers are having a more challenging time this year getting high-end and luxury hotels to waive fees and surcharges. With pricing power returning to hotels, as business travel has increased, there is an expected record amount of revenue for fees/surcharges predicted for this year – most likely to exceed the $1.75 billion that hotels made in 2008.
In addition, with hotel occupancies up, business travelers are having more challenging times v.v. availability at their hotels of choice. Business travelers will need to be booking earlier to secure space at desired rates.
Some times simple is better. Don’t overlook the use of a hotel newsletter or blog to keep your property regularly visible to your customers/prospects. The more you communicate, the more you establish loyalty and an emotional bond. As soon as guests have booked, send them a thank you note with additional information. This could include local events, upgrade opportunities, or services you can provide for them (tours, dinner reservations, etc.). A simple thank you note after they have stayed with you allows you, again, to build rapport as well as allow for feedback.
For many years, it looked as though travel agents were going to be just a memory. But now, travel agents have rebounded. Customers who are confused and frustrated by new airline fees or overwhelmed by social media are seeking help/direction. Some don’t have the time to spend hours on research comparing flights, hotel packages, etc., so they are turning to professionals. An ASTA survey showed that 44 percent of agents said they had more clients in 2010 than in 2009 with the strongest rebound in rail and hotel reservations. Are you including travel agents in your sales plan?
Here are some recent trends and hospitality marketing hints collected from various websites, releases, etc.
Best, Julie Wernick, HSMAInsider.)
Expect to see more chic, 100-room or less, boutique hotels over the next few years. Today they represent about 3 percent of all U.S. Hotels. It is estimated that this could grow to about 6 % of all U.S. hotels, (maybe even 10% in large urban markets), in 10 to 15 years. Why? To provide for those travelers looking for the different/offbeat who are reacting against “cookie cutter” sameness in large chains.
Corporate buyers are having a more challenging time this year getting high-end and luxury hotels to waive fees and surcharges. With pricing power returning to hotels, as business travel has increased, there is an expected record amount of revenue for fees/surcharges predicted for this year – most likely to exceed the $1.75 billion that hotels made in 2008.
In addition, with hotel occupancies up, business travelers are having more challenging times v.v. availability at their hotels of choice. Business travelers will need to be booking earlier to secure space at desired rates.
Some times simple is better. Don’t overlook the use of a hotel newsletter or blog to keep your property regularly visible to your customers/prospects. The more you communicate, the more you establish loyalty and an emotional bond. As soon as guests have booked, send them a thank you note with additional information. This could include local events, upgrade opportunities, or services you can provide for them (tours, dinner reservations, etc.). A simple thank you note after they have stayed with you allows you, again, to build rapport as well as allow for feedback.
For many years, it looked as though travel agents were going to be just a memory. But now, travel agents have rebounded. Customers who are confused and frustrated by new airline fees or overwhelmed by social media are seeking help/direction. Some don’t have the time to spend hours on research comparing flights, hotel packages, etc., so they are turning to professionals. An ASTA survey showed that 44 percent of agents said they had more clients in 2010 than in 2009 with the strongest rebound in rail and hotel reservations. Are you including travel agents in your sales plan?
Wednesday, September 7, 2011
“Hospitality Marketing Medley” – August/September 2011
(Editor’s Note: Here are some recent trends and hospitality marketing hints collected from various websites, releases, etc. Best, Julie Wernick, HSMAInsider.)
Several of the top hotel operators – brand like Marriott, Hilton, and Starwood Hotels are incrementally upping average daily rates. Rooms in the top 25 lodging markets were still under what they were in peak 2007. There is motivation to raise rates as leisure and business travelers have returned and there is a relatively fixed supply of hotel rooms. This may change as new construction ramps up again.
TripAdvisor surveyed more than 1,000 U.S. accommodation owners who revealed their plans to attract travelers and increase repeat customers. According to the 2011 survey, most hoteliers were planning renovations to the interior of their properties (61%), with exterior renovations planned by 42%. To attract guests, most hotels will offer discounts on rooms (61%), or special amenities, followed by reward points, deals on nearby attractions, or a free night’s stay with booking. Almost all (94%) have no plans to charge visitors any additional fees for amenities. In-room internet access, which is a key consumer demand, will be offered as a free amenity by 91% of those surveyed.
There is a debate in the market place over the value of “hip” hotel design. Consumers are, in some cases, negatively reacting to cutting-edge features like party lounge lobbies, extra-low slung seating, complicated control panels, and dim lighting. Travelers initially intrigued by the unique and cutting edge, can be turned off when reality shows them that their hotel choice may be too hip for their comfort.
Most properties have some sort of loyalty program or reward system in place to acknowledge frequent guests/users. Many brands offer a points-based loyalty system. Some companies want to offer more unique rewards to members of their programs. Interestingly enough, some of the luxury properties are offering items that are standard to the economy brands already: complimentary breakfast and comp internet access. In addition to the ability to earn free nights, early check in or late check out and room upgrades, some brands are trying to be more creative with their welcome gifts, special rates, concierge service, and by adding-in off property opportunities.
There’s a “battle” going on among hotels to outdo their competition; however, as soon as one hotel brand introduces something “new”, another one does something similar and the uniqueness is lost. Hotel guests like brand-name amenities. Some of the better hotels are now offering spa lines, without their own logos/imprints. Research shows that people have more trust in a product that they may be somewhat familiar with and that they regard them as having higher “status” or value.
Although not a current big producer for Florida, more properties are looking to tap into the burgeoning Asian market, especially the Chinese travelers. According to Carlson, there were around a half million visits to the United States (compared to their 3 million to Europe). Some estimates indicated that outbound Chinese traveler numbers could reach more than 100 million a year in the next decade. Starwood has launched a booking engine in Chinese and added marketing materials in Chinese and English. Other properties are adding Chinese menus and signage.
A Travelzoo survey found that 64% of people said hotel prices are more important than the destination when choosing holidays. The survey, which examined consumer behavior, found that most holiday planning was based on price and user reviews.
With the increased emphasis on online marketing, social media, mobile marketing, et al, it behooves hoteliers to not overlook the basics of voice selling. A recent article pointed out how many consumers research a property online, and then call the front desk with one specific question that they had trouble with or can’t find the answer to in their online viewing. Many front desk or customer service people didn’t know how to handle these calls; nor did they take the opportunity to convert the calls into bookings. Bottom line: Don’t overlook proper basic training and staff education. You might be losing easy sales.
Several of the top hotel operators – brand like Marriott, Hilton, and Starwood Hotels are incrementally upping average daily rates. Rooms in the top 25 lodging markets were still under what they were in peak 2007. There is motivation to raise rates as leisure and business travelers have returned and there is a relatively fixed supply of hotel rooms. This may change as new construction ramps up again.
TripAdvisor surveyed more than 1,000 U.S. accommodation owners who revealed their plans to attract travelers and increase repeat customers. According to the 2011 survey, most hoteliers were planning renovations to the interior of their properties (61%), with exterior renovations planned by 42%. To attract guests, most hotels will offer discounts on rooms (61%), or special amenities, followed by reward points, deals on nearby attractions, or a free night’s stay with booking. Almost all (94%) have no plans to charge visitors any additional fees for amenities. In-room internet access, which is a key consumer demand, will be offered as a free amenity by 91% of those surveyed.
There is a debate in the market place over the value of “hip” hotel design. Consumers are, in some cases, negatively reacting to cutting-edge features like party lounge lobbies, extra-low slung seating, complicated control panels, and dim lighting. Travelers initially intrigued by the unique and cutting edge, can be turned off when reality shows them that their hotel choice may be too hip for their comfort.
Most properties have some sort of loyalty program or reward system in place to acknowledge frequent guests/users. Many brands offer a points-based loyalty system. Some companies want to offer more unique rewards to members of their programs. Interestingly enough, some of the luxury properties are offering items that are standard to the economy brands already: complimentary breakfast and comp internet access. In addition to the ability to earn free nights, early check in or late check out and room upgrades, some brands are trying to be more creative with their welcome gifts, special rates, concierge service, and by adding-in off property opportunities.
There’s a “battle” going on among hotels to outdo their competition; however, as soon as one hotel brand introduces something “new”, another one does something similar and the uniqueness is lost. Hotel guests like brand-name amenities. Some of the better hotels are now offering spa lines, without their own logos/imprints. Research shows that people have more trust in a product that they may be somewhat familiar with and that they regard them as having higher “status” or value.
Although not a current big producer for Florida, more properties are looking to tap into the burgeoning Asian market, especially the Chinese travelers. According to Carlson, there were around a half million visits to the United States (compared to their 3 million to Europe). Some estimates indicated that outbound Chinese traveler numbers could reach more than 100 million a year in the next decade. Starwood has launched a booking engine in Chinese and added marketing materials in Chinese and English. Other properties are adding Chinese menus and signage.
A Travelzoo survey found that 64% of people said hotel prices are more important than the destination when choosing holidays. The survey, which examined consumer behavior, found that most holiday planning was based on price and user reviews.
With the increased emphasis on online marketing, social media, mobile marketing, et al, it behooves hoteliers to not overlook the basics of voice selling. A recent article pointed out how many consumers research a property online, and then call the front desk with one specific question that they had trouble with or can’t find the answer to in their online viewing. Many front desk or customer service people didn’t know how to handle these calls; nor did they take the opportunity to convert the calls into bookings. Bottom line: Don’t overlook proper basic training and staff education. You might be losing easy sales.
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