This newsletter is an exclusive benefit of membership in HSMAI and participation in the
Hotel Director of Sales and Marketing Special Interest Group.



WELCOME... from Advisory Board Chair Mark D. Thompson
This month's issue brings with it all sorts of exciting developments. We're in the process of finalizing plans for our 2008 Hotel Sales Strategy Conference, which will take place on September 9, 2008 in Washington, DC, directly preceding HSMAI's Affordable Meetings® National on September 10-11. A full conference agenda will be posted in our SIG's online community very soon, so if you haven't yet registered as a member of the community, you'll want to do so today. Since you're already a member of this SIG, it's free...and takes just seconds. All the details are on our website at www.HDOSM.org.

We're also gearing up for our Managing Business Results program taking place in Boca Raton, Florida on September 22-24. In addition to providing unparalleled training in the full spectrum of skills involved in effective hotel management, it's also a core component of HSMAI's new CHBA certification (Certified in Hospitality Business Acumen), so is something you'll definitely want to consider. For an online video presentation about the program and certification, click here.

In the meantime, this month's issue of the HDOSM-SIG Update will provide all sorts of information targeted specifically to hotel sales professionals. From trends to best practices to industry developments and more, you'll find a bevy of indispensable resources here.

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STAFF MANAGEMENT

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Outstanding Customer Service Simply Isn’t Good Enough | By Nektaria Hamister, Matt O’Bryan, and Kent Sexton
We have a shocking confession: Matt, Kent, and I have absolutely no intention of providing excellent customer and co-worker service. We provide care. What’s the difference? Some people serve willingly, cheerfully, and effectively. They “meet and exceed expectations,” as the cliché goes. Others consider service a burdensome obligation. They half-perform their duties while secretly counting the minutes until the end of their shift.

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Creating Effective Survey Projects | By Jim Houran and Alan Keith | HVS International

Kimpton Rolls Out Web Generation Recruiting Tool to Meet Future Workforce Demands in Its Hotels and Restaurants

‘Blend’ Your Training Investment | By John R. Hendrie

More on eConnect: Sales and Marketing Job Descriptions


MARKETING TRENDS

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‘A Bakers Dozen’ of Observations for Cooperative Efforts for Successful Convention & Visitors’ Bureaus | by Dr. John Hogan, CHA MHS CHE
Top ten lists are often quoted or used to catch people’s attention, but this series has been expanded to be certain that no one is “short-changed.” The number thirteen has evolved into what is called “baker’s dozen”. Following is A Bakers Dozen of Strategies for the partnerships found in successful Convention & Visitors’ Bureaus

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Hotel Internet Marketing | Having A Web Site Is Not Enough | By Neil Salerno

The US Grand-Traveller: The Changing Roles of Families and Travel | Ian Yeoman

All Marketers Are Liars | By Carol Verret

The Changing Meaning of Luxury | By Ian Yeoman

Is This The Future Of Hotels? | Top Brains Of The Hotel Business Predict How Rooms Will Change | timesonline.co.uk



MARKET REPORTS

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Boutique Hotels | Good For The Good Times | By Robert Mandelbaum
Boutique hotels have been all the rage in the lodging industry. Developers want to build them. Guests want to stay in them. Travel writers want to wax on about their virtues. But, are boutique hotels popular with their owners? How has boutique hotel financial performance stacked up to industry-wide benchmarks as the lodging industry has progressed through the ups and downs of the recent business cycle? To answer these questions, PKF Hospitality Research (PKF-HR) has analyzed the revenues, expenses, and profits from a group of boutique hotels that provided their year-end financial statements to PKF-HR for the firm’s annual Trends in the Hotel Industry survey. The sample consisted solely of properties that provided data for each year from 2000 to 2006 (most current data available).

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Global Lodging Performance Report | March 2008 | STR & The Bench

Lodging Econometrics' First Quarter Report Shows the Construction Pipeline Increased to 5,807 Projects with 779,307 Rooms

Monthly U.S. Lodging Performance March 2008 | Smith Travel Research



HSMAI MARKETING REVIEW | e-dition

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With the Winter 2008 issue of the magazine, HSMAI is introducing a new member benefit: the HSMAI Marketing Review e-dition, an electronic edition of the HSMAI Marketing Review, produced in conjunction with Nxtbook Media, that will be available to all members in addition to the regular print version. For a limited time, all members of the industry may access this e-dition as a sample of this new benefit of being a member of HSMAI.
HSMAI Marketing Review e-dition


NEW REPORT

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HSMAI Foundation Partners with PhoCusWright and Sustainable Travel International for Groundbreaking New Study on Green Travel
As the green movement continues to influence consumer travel decisions, travel industry professionals seek a greater understanding of the potential impact on buyer motivation. PhoCusWright, The Hospitality Sales and Marketing Association International (HSMAI) Foundation and Sustainable Travel International will help bring guidance to travel professionals with the travel industry’s first in-depth study on green travel in the U.S., Going Green: The Business Impact of Environmental Awareness on Travel.

“Green has clearly penetrated popular consciousness in a dramatic way,” said Carroll Rheem, director of research at PhoCusWright and head of the project. “The recent flurry of green related media attention and messaging has created a cloud of hype that makes it difficult for companies to distill meaningful trends that have strategic impact. The goal of this study is to cut to the heart of what is important to travel companies and provide insights that will empower them to make smart decisions.”
Read more...


FOCUS ON THE CUSTOMER

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This column will provide valuable information and exclusive HSMAI Marketing Review articles all focused on helping you connect with new customers.

Super-size Me: Why Everyone Gets Upgraded but You | By Daniel Edward Craig

Hey, General Managers, There is Hope for This New Generation of Hospitality Sales Professionals! By David M. Brudney, ISHC

Best Practices | Marketing Your Spa Does Your Spa make Cents, Scents & Sense | By Judith L. Singer



HDOSM SEGMENT SNAPSHOT

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FEATURE | A Home For The Modern Nomad: Extended Stay Hotels | HVS Reports
As extended stay hotels gain in popularity across Europe – a few pioneer properties are nearing completion or are already in operation – guests, developers and operators are excited about the prospects for this new class of hotel. HVS analyses the supply and demand patterns that govern the serviced apartment sector in Europe and ultimately answers the question: extended stay – where are the opportunities?



BEST PRACTICES

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Hotel Lessons Learned From A Five-Star School Principal | By Doug Kennedy

Is Blogging the Correct Channel for Marketing Tourism? Ask Bill Marriott! | By Alicia Whalen

Dynamic Room Pricing Still a Static Concept | By Lauren Darson



BLOGS

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What's Happening Over at Jaunted :: VA, BSD, BS in CR, TSNY, and FFA

London: Kensington Hotel Guide: easyHotel South Kensington

Miami Beach: Chanel's Cruise Fashion Line Debuts at The Raleigh

Are you staying at hotels less often?

More locations where you can win a free room!

All Blogs



FEATURED PRESENTATION

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FEATURE | Ernst & Young 2008 US Lodging Report
A weak US dollar may be the primary factor in the ongoing solid performance of the US hospitality sector in 2008, according to a report released today by Ernst & Young's Global Real Estate Center. "The continued weakness of the dollar is producing multiple beneficial effects on the US hotel market which is likely to continue for the foreseeable future and which may pull the sector through current recessionary pressures," said Michael Fishbin, Ernst & Young's US Director, Hospitality & Leisure.



FEATURED BOOK

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Handbook of Hospitality Marketing Management
By Haemoon Oh (Editor)
This Handbook consists of 19 chapters which critically review mainstream hospitality marketing research topics and set directions for future research efforts. Internationally recognized leading researchers provide thorough reviews and discussions, reviewing hospitality marketing research by topic, as well as illustrating how theories and concepts can be applied in the hospitality industry.


FEATURED HSMAI UNIVERSITY PROGRAMS

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HSMAI University programs for 2008 are aligned with HSMAI's Special Interest Groups to offer specialized content to support business needs in revenue management, Internet marketing, hotel director of sales & marketing and resort marketing. Every aspect of the content and support material included in the HSMAI University program has been specifically designed and developed for those involved in sales and marketing, including an inventory of subject matter appropriate to individuals with responsibilities ranging from entry-level to advanced.

HSMAI-U offers workshops and seminars in various cities, and "Webinars" incorporating 60-minute presentations conducted "live" via the web with audio conference linkage.

Upcoming HSMAI University Programs:

• Are Travel Agents Destined For Extinction? Myths and Reality
  - June 17, 2008 : Presenter: Douglas Quinby, Senior Director of Research, PhoCusWright
  
  
• The Next Gen Traveler
  - June 26, 2008 : Presenters: Peter Yesawich, President and CEO, Ypartnership, and Lorraine Sileo, VP, Research, PhoCusWright
  
  
• Business Acumen for Business Results
  - Sept. 22-24 : Peter Starks Simulation Seminar
  
  
• Revenue Management for Business Results
  - Sept. 25-26, 2008: Peter Starks Simulation Seminar
  
  

HSMAI University Webinars are recorded and archived. To learn more and purchase archive copies, please click here.

LINKS & RESOURCES

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HDOSMHDOSM Homepage

EVENTS2008 Sales & Marketing Events

EVENTSHSMAI Calendar of Events

ARTICLESMarket Reports

ASSOCIATIONSOverview of relevant Industry Associations

NEWSLETTERSHSMAI SIG Newsletter Archive


SEARCH THE ECONNECT KNOWLEDGEBASE

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