This past Thursday Frank and I attended the 4th Annual Conference for the British Association of Hospitality Accountants (BAHA) in jolly ol London.

Attendance was very good. As much as a 50% increase over last year. I imagine it had something to do with Frank being listed as the closing speaker discussing the Future of Technology for the Guestroom. A very popular repeat from last year's conference. Frank WOW'd them as usual with the Guestroom 20X presentation about the items that we've used in prior configurations of the room as well as technology that is currently being considered for our next version that will debut at HITEC 2010 in Orlando, Florida.

I had the opportunity to take a few minutes and talk about our great association. Especially, the certification program that we currently offer in partnership with BAHA. I kept my portion very brief (I know, hard to believe) so Frank would have as much time as possible. We were, after all, just before the cocktail hour.

There was one other session that was of great interest as well. Derek Wood, Managing Director of Derek Wood Associates, LTD and Ted Horner, Managing Director of E. Horner & Associates offered a debate on the topic of "Investing in New Technology or People." Of course, it is quite entertaining just having Derek and Ted debate no matter what the topic was.

Derek took the side of investing in people. He made the argument of training you people in order to provide better customer service. After all, it is people that provide the services that we look for in a hotel stay. Derek also mentioned training the people to better use the technologies that we have instead of buying new technology.

Ted took the argument of investing in technology. As the traveling population become more tehnologically savey, people will be desiring the access to better technology as better customer service. One example is providing more kiosk check-in stations so travellers can get into their room as quickly as possible.

There are several arguments on both sides. What is your opinion? Post a comment on this blog and let us know your thoughts.
Terry

Derek making some comment about Cricket

See!! People weren't sleeping!!!

Derek and Ted on the Big Stage!!

Spreading the HFTP Gospel!!!

I just returned from my first time attending the International Hotel/Motel & Restaurant Show in New York City. I’ve always heard great things about it and how there were so many people that it was hard to walk down the aisles. Well…the show was well organized, education sessions were good, and there were some good networking. But, I was disappointed in the number of sellers and buyers.

Hey, I'm not knocking the show, I just believe this is an indication of how things are for now and the immediate future due to the economy. We all know that capital dollars have been very tight in 2009. Since attendance among buyers was down, it seems that there is some concern that capital dollars might also be tight in 2010…at least early in the year.

There is also concern from the seller’s side of the fence. I talked to many people that have attended in prior years, and they said that the exhibits used to cover a much larger portion of the Javits Center. As I walk a tradeshow floor, it is pretty easy to tell how much money people are spending. If you walk down an aisle and the vendors come out into the aisle after you, then either they have a poor product or no one is buying. Well, it was clear buyers were rare because I felt like I needed shoulder pads and a helmet to make it to the end of an aisle. I had vendors walking in front of me giving me a “hard” sales pitch as I walked by their booths. I didn't even get to pick up any cool little gifts for fear of losing a limb. I understand that there were a large number of repeat exhibitors this year but economic times required them to have smaller booths. This year, HFTP an avid supporter of the show, made the decision to forgo building our Guestroom 20x exhibit in order to be conservative with our budgets. In these economic times, it is clear we made the right decision.

The good news for those of us doing business in New York is that room rates seem to be stabilizing. Even with the economy being down, some of the hotels in the room block were getting almost $400 a night. Granted, this might be much less than we’d like, but at least there does seem to be some pressure to help keep room rates stable. Many of the hospitality companies have halted or reduced the amount of travel authorized within their company so many of the people that attended were transient from nearby Boston, New Jersey, etc., or perhaps the room rates could have gone even higher.

I've read several articles that say we may slip even more in 2010 before we start climbing out of the hole in 2011. While this may or may not be true, 2009 was a very tough year for the all of us in the hospitality industry. Hopefully, 2010 will be much better. I’d like to know your opinion if you’d like to share it.

Terry

Now, that's the $65K question.

I was on a panel with Frank Wolfe, Ted Horner & Rich Siegel at the recent IH/M&RS.  Our topic was to discuss with the audience and answer this elusive question.

The first thing I had to do was get over the shock and horror of having to sit between Ted and Rich.  I felt like the rose amongst the thorns (excluding Frank of course).

The session was fairly well attended, especially being the last session on the last day.  There were several young people in attendance.  I was assuming they were students and they pretty much had to be there for their class.  It was good having them there even if it was under duress.

We had some really good discussions and insight.  One of the first topics that came up was free internet access.  Especially when Ted speaks up and asks the audience who would like their internet for free.  Well DUH!!  Everyone would probably like their room, their food, and their movies for free as well.  I was trying to defend the model of charging the customers for their internet access if they want it.  I believe I was pretty much out numbered.  Of course Ted was cheering on the crowd.  I was debating the different pricing models between the limited service hotels and the luxury hotels, such as limited service hotels give you breakfast for free and you pay for it in a luxury hotel.  Not sure I was gaining any ground, but I have to admit that one genteman made a very good argument when he said, "But it's the same internet whether I'm in a limited service or a luxury hotel.  The breakfast experience would be different."  A very good point.  We really didn't solve anything except that the customer wants the interent to be available, reliable, fast and FREE!!!

Other things were mentioned that a customer would want:

• Better lighting in the bathroom.  Up near the top, especially, for the women.  They need to be able to see when putting on their makeup.  I'm not sure I'd like seeing myself in the mornings that well.  I like thinking I look better than I do.  However, to a lady this is very important.  On the other hand, I don't ever recall seeing a lady that been staying at a hotel come out and I instantly think, "OMG!! Did you put that stuff on in the dark!!!"  
• Another item was electrical outlets.  There needs to be more available at the desk and preferably on top of the desk.  I'm getting too old to stand on my head trying to plug in the laptop.  Also, there needs to be an outlet near where you would set up the ironing board.  Plugging the iron in over the sink is probably not the best idea. Also, please give me an outlet that I can use beside the bed so I can charge my cellphone.  I use it as an alarm clock as well, (mainly because I can't figure out how to set the alarm clock in the room) but many times all the plugs are being used.
• One interesing thing that came up was using your cellphone as your room key.  This is some very cool technology that allows you to be checked in before you get there and just go straight to your room.  I'm sure the road warrior would appreciate that convenience.  When polled, around half of the audience said they would like to utilize that technology.  Of course, don't forget the large group of students that I mentioned earlier.
• A comfortable bed.  We're in a hotel room mainly to sleep.  Having a comfortable bed and good pillows is a must.
• I believe the overwhelming item mentioned has nothing whatsoever to do with technology or a gadget.  It was customer service.  Every guest wants to be treated like a customer and have their needs taken care of.  Whether they are taken care of correctly the first time or the forth time, they just want it taken care of.  As any of us travel, all the stories about good stays and bad stays seem to center around a person either providing that fantastic customer service or horrific customer service.  So, let's not forget to continue to invest in our people.

Now, one of the amazing things was the items that were not mentioned.  I didn't hear anyone mention any of the following:

• Flat-screen LCD TVs
• iPod connections
• Telephone with screens
• Ordering room service on the TV
• Room controls using a remote

I believe most customer appreciate these things and they do provide that WOW factor.  However, when asked "What do you really want?" these were not mentioned.

What are your feelings?  What do you want in a guest room or a hotel?  Post a comment and let us know.

Terry

Take advantage of HFTP's variety of services

Hello my fellow HFTP members. I would like to take this opportunity to thank every one of you for allowing me the honor of serving as your president for the coming year. The Friday night President Evening event at The Annual Convention & Tradeshow in Las Vegas was the pinnacle of my professional career. Only to be topped by each and every event I get the privilege to participate in on behalf of HFTP this year. I am humbled, honored, and excited about what HFTP has in store for us.

This past year was tough. We are doing our jobs with less budget and fewer people. It appears some of the economic indicators are beginning to point north slightly; however, our industry usually takes longer to recover. Business decisions that had to be made, such as reduction of rates, special packages and member allowances stretches out the recovery period. It could take years for us to get our rates and pricing back to where it was a couple of years ago. Working with less will be a fact of life for a while. In these times, you need to utilize all the resources that you have available to get the job done. I want to take this opportunity to remind you that HFTP is one of the resources available to you. We are here and anxious to give you the information, training, research or advice that you need to do your job more effectively and efficiently. As money and time get tight, it is easy to eliminate things such as your HFTP membership dues or your involvement in the organization. Before you consider this, let me remind you of a few things.

If you are like me, you struggle fitting into a crowd because you just do not have anything in common. HFTP has over 4,800 members world-wide that are just like us. They have the same issues and challenges that we face everyday: budgets, closings, demanding GMs, members, board of directors, challenging employees, server issues, software problems. The list could go on and on. Having a group of people that you can reach out to, that just understands, is worth the price of admission ten-fold. Understanding is not the only thing we do. We are willing to help wherever we can. I have personally saved my company thousands of dollars by reaching out to my network of HFTP friends to get the help I needed. The membership is the most valuable resource of HFTP and that includes you. Value will decrease without you and likewise will increase if you share it with a friend. The value of HFTP to you will also increase the more you get involved either locally or globally. Come on in, the water is fine.

In addition to the membership, HFTP offers a host of additional benefits designed to help us become a better professional. Numerous educational opportunities are provided throughout the year along with several webinars that are free to members and offer Continuing Professional Education (CPE) credits. In addition to the educational conferences we have offered in the past, we are adding a Controller Finance and Technology Conference in the spring of 2010 and eight half-day IT Educational Sessions offered throughout the year in different locations around the country. Follow along at hftp.org for more details about these new educational opportunities. As you can see, the board of directors has elected to continue to invest in us.

The most under-used benefit that HFTP offers is the Research Institute. This partnership provides you with an entire research team from the Conrad N. Hilton College of Hotel and Restaurant Management at the University of Houston. They answer questions and provide research on finance and technology in the hospitality industry. The cost to you as a member is FREE. Check it out on our web site at hftp.org and read about what studies the Institute is planning for the coming year on page 7.

If it is not obvious yet, I am pretty proud of our association. I believe this is the best professional association — period. The staff in Austin is amazing and ready to serve. Again, I am excited about this opportunity to represent you and if I can be of any assistance, don’t hesitate to contact me at president@hftp.org.

As the world is increasingly using the social network sites such as Linked In, Facebook, Twitter, etc., we need to start evaluating how we as an association can utilize these technologies. 

In that light, the Board of Directors have decided to form a Social Networking Task Force to look into this issue.  Their mission is to see how we can capitalize the use of these technologies and also establish best practices to make sure we also protect the image of HFTP.

Here are the members of the task force:
Lyle Worthington, CHTP
Joshua Bergen, CHAE, CHTP
Mary-Jean Kelly
Carson Booth, CHTP
Robert Cole
Wayne McLellan, Jr, CHAE

Of course, social networking has some valuable uses.  We're using it right now.  So, we're excited about what the Task Force will come back with.

We welcome your opinions.  Post replies to this blog to give us your opinion and ideas concerning this.

THANKS
Terry

I had the honor of attending the inagural meeting for the Ohio Valley Chapter.  There were about 25 attendees including several guests.  I was able to share what HFTP had to offer them, and all the opportunities they had to get involved and get the most out of our amazing association.

Their officers are:
Trevor Warner - President
Shelley Newell - Vice President
Nick Ailabouni - Treasurer
John Jankovic - Secretary

Please send them your congratulations and support.

I learned several things about this part of the country.  They enjoy playing a game called "corn hole."  This is similar to horse shoes but uses corn-filled bags and a piece of wood with a hole in it.  It is a serious event.  Most people have built their own "corn hole" wooden stand with their personalized paint job.  Most of them have the Ohio State University logo.  Columbus is the home of the Ohio State Buckeyes and everyone I met was a loyal fan.  I also learned that it seems to be a Thanksgiving tradition in this part of the country was to make home-made pasta and mix it with the mashed potatoes and gravy.  That just doesn't sound right to a southern boy like myself, but I guess I should try it before I knock it.  :-)

Good luck HFTP Ohio Valley Chapter.  I enjoyed getting to know you guys and I hope to see you soon at another HFTP Event.

Terry