Get Their Hands Out of Your Cookie Jar!

The Lightning Round is a signature program at HSMAI’s ROC event — giving six revenue optimization executives just six minutes and 40 seconds each to share a best practice, strategic insight, or big idea. At ROC 2019, Roy Madhok, CRME, CHIA, vice president of revenue management for Real Hospitality Group, focused on getting “cookies” — i.e., extra fees — in a Lightning Round presentation called “Get Their Hands Out of Your Cookie Jar!”

KEY TAKEAWAY: According to Madhok, hotels don’t charge enough fees, partially due to their fear of low guest satisfaction. Airlines, on the other hand, raise billions of dollars in fees every year. Madhok recommended charging fees for cancellations, no-shows, and early departures, and suggested recording each fee on a separate line to keep it straight. “Remember,” he joked, “a cookie a day keeps the monster [the director of revenue] away.”

Don’t Let Fear Control You — Takeaways From ROC Keynoter Judi Holler

By Kaitlin Dunn, Writer, Hospitality Sales & Marketing Association International (HSMAI)

Speaker and improviser Judi Holler encourages people to get outside of their comfort zone in order to be more successful in their careers. She offered a variety of tips for doing that during a keynote presentation at HSMAI’s ROC 2019 event — as you’ll see in these videos as well as our roundup below:

  1. Get comfortable with being uncomfortable. None of us have a script, so we just have to keep moving forward. We miss opportunities when we stay in our comfort zone, which leads to regrets both personally and professionally. “If you ever want anything to happen, if you ever want to change your life,” Holler said, “you’ve got to get scared, and you’ve got to get uncomfortable.”
  2. Be the boss of your own fear. Fear is what is responsible for robbing you of opportunities. Focus on managing your fear instead of being fearless. “We’re focused on being fearless, but what we should do is chase the goal of fearing fear less,” Holler said. “That is what makes you brave.”
  3. We can’t let mistakes stop us. It’s scary to put yourself out there, but to accomplish anything, you have to. “Scary things don’t get less scary, but you will get stronger,” Holler said. “If you want to become memorable, you’ve got to have the guts to be memorable. It’s not someone’s job to remember you, it’s your job to make sure they don’t have a chance to forget you.”
  4. Get uncomfortable every day, on purpose. Start small, by conducting daily fear experiments. Do something that gets you out of your comfort zone, like asking questions or speaking up, and build up to doing bigger things. “When you can manage your fear, you will become more innovative, outgoing, joyful, and healthier,” Holler said. “You’ll take more risks, make things happen, and realize that your voice matters.”

Best Practices: HSMAI Adrian Awards Advertising Best of Show 2018

An inside look at what went in to the 2018 HSMAI Adrian Awards Advertising Best of Show winners (tie) Marriott International and its agency, mcgarrybowen: Golden Rule Campaign (Courtyard, Fairfield, Four Points & SpringHill Suites); Explore St. Louis: Sterling K. Brown Advertising Series; Marriott International: Marriott Hotels and HK7s Innovation in Advertising Campaign. Enter the 2019 Adrian Awards and show how you’re leading the way in hospitality marketing.


Driving the Revenue Management Culture Past Rooms

The Lightning Round is a signature program at HSMAI’s ROC event — giving six revenue optimization executives just six minutes and 40 seconds each to share a best practice, strategic insight, or big idea. At ROC 2019, Michael Lau, CRME, CHBA, regional director of revenue management for AccorHotels, presented a Lightning Round session called “Above and Beyond — Driving the Revenue Management Culture Past Rooms.”

KEY TAKEAWAY: “Goals don’t lead to successes, high achievements do,” said Lau, who compared the teamwork necessary to run a hotel to how Michael Jordan worked with the rest of the Chicago Bulls. “The Bulls had specialists and the sum was greater than the parts.” Similarly, everyone needs a foundation of knowledge in the hospitality industry, but it’s important to identify leaders and put teams together with complimentary skills. Lau recommended ensuring operating standards are in place, making reports user-friendly, and providing a framework for the team to operate within, but noted that it’s important to test out what works best for your team and your property to operate at the highest efficiency.

Why Be Average When You Can Be Savage With Your Marketing?

HSMAI Digital Marketing Strategy Conference 2018 presentation by Catlyn Origitano, Ph.D., Senior Content Marketing Manager, Sojern. HSMAI is pleased to present here 9 videos from select sessions at our 2018 Digital Marketing Strategy Conference. These videos are available for viewing free for HSMAI members. This series is sponsored by STR and Hotel News Now.