September 28, 2017
Measuring and Incentivizing Front Desk and Reservations Upselling
By Doug Kennedy
Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018. If so, I’m pretty sure your owners or asset managers are looking for more revenue, as all owners seem to do every year. With occupancies performing well in most markets, unless you are planning to build more hotel rooms the only way to squeeze out more revenue is to increase ADR.

Implementing a front desk and reservations upselling program, or improving the one already in place, can help your hotel achieve its revenue goals.
Of course, one component of a successful upselling program is training your frontline front desk and reservations colleagues on guest engagement tactics, which I have addressed in previous training articles. 

As important, however, is implementing the best practices for measuring results and incentivizing success.

Court Approves Policy to Restrict the Accrual of Vacation In First Year on the Job
In a recent California Court of Appeal decision ( Minnick v. Automotive Creations, Inc. , 2017 WL 3203265 (2017)) an employee who had been employed for less than was not eligible for vacation pay at the time of termination if the company stated a legally correct policy that employees do not begin to accrue vacation until after year one of their employment.

3 things to know about the US leisure traveler

Research presented on a recent Phocuswright webinar shows that the average U.S. leisure traveler is young, affluent and a super-consumer. Here’s what you need to know about U.S. leisure travelers.
(Photo illustration: Annamarie Hudson)

REPORT FROM THE U.S.—The average leisure traveler from the United States is a super-consumer between the ages of 18 and 34 who takes about three trips a year and spends $3,019, according to research from Phocuswright.

On a recent webinar titled, “The U.S. leisure traveler: Understanding consumer lifestyle behavior,” Phocuswright Research Analyst Mark Blutstein offered insights on the average U.S. leisure traveler and heavy leisure travelers.
Here are three takeaways from the presentation.

1. Leisure travelers are young and affluent
The U.S. leisure traveler segment is made up of people, age 18 to 34, who earn $75,000 a year.
The younger side of this age group—travelers who are 18 to 24 years old—are most likely to take a leisure trip, according to research from 2016.
“In our research, we do not track the education levels of those non-travelers, but social research and other research shows a strong correlation between income and education,” Blutstein said. “As far as travelers, 54% of (U.S.) travelers report either a bachelor’s degree or higher.”

California Lodging Expo® and Conference on November 6, 2017 at the Hilton Concord

November 6, 2017

The California Lodging Expo® and Conference, FREE to all attendees, is the premier California hospitality trade show

 What Else Is Included?
  • Cash Prizes
  • Vacation getaway prizes
  • Industry Luncheon
  • Wine Tasting and Evening Reception
  • Educational Sessions
  • Networking, Fun and much more
Visit for more information and to register
                             Contact: Chris Middleton 925.478.0929

Say hello to these exhibitors at the Expo! They will be offering great service and prices!

Choice Hotels
Gabe Borquez

Hospitality International, Inc.
Paul Vakharia

Lodging Goods LLC
Andy Manuja

Marin Management, Inc.
John Manderfeld

Excellence Awards Applications Now Available

Nominate your property, staff or owner for the 2017 Excellence in Lodging and Hospitality Award

Give them the recognition they deserve!

Thank you to our Endowed Scholarship Donors
Joseph Fan
Myraline Morris Whitaker
Shahir Hanna
(916) 925-2915
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Sacramento, CA 95814-3805