Why Working in Hotel Management is a Nightmare!

AVI SHARMA | January 3, 2022 | 11 views

If a kid comes to me nowadays and tells me about his passion for working in the hotel industry, he goes back home with a dream to become a pilot. I am not saying that the hotel industry is the worst kind of industry currently existing in today’s environment, but I am also not denying that.

Now, no offence to the hoteliers. You guys rock! It is no joke to work on a New Year Eve and see other people celebrating it while you guys make it happen. You have my respect! But I am probably not that tough. It took me a whole trial and error approach to declare this industry a nightmare for me. But I have so many of my friends still working in hotels and loving every second of their life. (At least that’s what they tell me.)

So why were our experiences so different? Why do I know that so many people are not really made for this industry? And what does it take to be a hotelier? I will try to answer these questions through my experience and observations.


Why Hotel Management?

It is that one question that is the most common and important one. Before taking any big decision, one should be asking a similar question. But what was my why?

Allow me to rewind my journey. I was in my 12th with commerce stream, and I was going through that self-enquiry phase. What after this? There was no 13th, nor did I enjoy accountancy too much to do it until I die.

So I used to surf the internet and explore different career options almost every day. That was one of my significant hobbies during that time. I used to evaluate my choices, and very soon I understood that I had limited options in the commerce field. So it was arts then? But what was the median salary in that sector?

After a lot of research, I realised the median salary in the arts sector was ‘disappointing’.

But still, if not that, then what? What was I going to do with my life? It was then that I saw the picture of a cruise ship and remembered 'Titanic'. It was then that I imagined the luxury of a 5-star hotel. It was that moment where I was about to make one of the stupidest decisions of my life.

I had never stepped into a kitchen nor showed the slightest interest in making any dish. I never really fancied cleaning glasses, nor did I like managing people under me. I also didn’t know absolutely anything about what was this industry all about.

But I dared to share it with my sister, and she was like, wow! It sounds so different! I told this to my friends, and they were like, wow! We always knew you would be doing something different! I told this to my father, and he told me students have to clean toilets during the internship, and I shouted, ‘But that’s not a big deal! Anyone can do that!’ Dad said, ‘Do whatever you want to do then, my son.’

Well, so what did I want apart from freedom in my life at that point? Maybe maturity? Oh! Screw that!

So I gave the entrance exam and got a decent rank. I desired to stand in the lobby of a 5-star-hotel and meet salacious women. I was pretty sure that many women would choose that industry apart from me. That was enough motivation! So yes, my reasons to choose the hotel industry was very logical and thoughtful, suffice to say.


What Happens in a Hotel?

The hotel industry is one of the most glamorous industries out there. Everything is so clean, eloquent, expensive, and pretty. People come to a 5-star hotel, are warmly welcomed, served drinks; they are provided comfortable beds to sleep in, and they enjoy their stay and endless services. Then they simply check out.

My only mistake while considering this option was that I wouldn’t be treated like one of those ‘People’ there. In our very first lecture, the term ‘Guest’ was taught to us and how we are not them. We are the ones who would serve them. We would be the waiters, the cooks, the greeters, the bartenders, etc. We wouldn’t be drinking with them but watching them while they would be cavorting.

That was a shocker! So many things happen in a hotel, and hoteliers make those things happen. They do all the hard work. The Bakery Chef would spend hours decorating the cake, which the guests would smash on each other's faces. The housekeeper would clean the bathtub while the guest would take five more baths after that.

The front desk agent would be greeting the guest during check-in, and the guest would throw tantrums because of his arduous journey. Suddenly my bubble broke, and I realised what I really signed for. I signed for an everyday vacation in hell.


Who Survives?

I think adulthood is about that realisation when you get to know that bread isn’t free. And what buys that bread isn’t that easy to get. And how much that thing matters to you is going to decide how happy you are going to be in your life.

If I was that guy who had grown up watching Masterchef and experimenting in the Kitchen all my life, then a Gordon Ramsey could have come out of me.

If I were a fastidious guy who wanted everything to be clean and perfect, then an entrepreneur or a manager could have come out of me who would have tried to do that during his job.

If I were a guy who loved making people smile, then interacting with guests while serving the food or taking their check-ins would have been the best things out there for me.

You get my point! There are so many things that could have made hotel management an ideal career choice for me. It really is a glamorous industry, and it can provide satisfaction as a career option to some people out there. But that wasn’t the case with me. Sadly that wasn’t the case with many of my batchmates and colleagues of mine as well.

After completing my three-year graduation, four-month industrial training, and one-year job as a Front Desk Agent, I quit. Nor could the managers inspire me, nor any other incentives that the industry had to offer. My future looked as grim as the life of an insect (No offence to you if you are an insect.)

So yes, be wise before choosing this industry because this industry demands a lot! It is one of the most selfless jobs out there, and you have to be prepared for the nasty feedbacks after all your hard work. So do some self-inspection (Unlike me) if you are stuck in this industry or are planning to do so.

And if you love where you are right now, then as I said, you have my respect.

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Global Jet Concept

With a substantial fleet of modern, comprehensively equipped, luxuriously appointed medium to ultra-long-range jets and helicopters under full technical and operational management, the company also offers a "start to finish"​ service for the sale and acquisition of new and pre-owned aircraft.

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Age of Digital Concierge: Hotel Chatbots Are Redefining CX

Article | June 2, 2022

The travel industry is reviving. Tourist spots across the globe are packed with excited explorers. Though it feels like everything is going back to normal, the way people travel has changed. The hospitality tech revolution is making mundane tasks easier and the customer experience richer. Most travelers prefer self-service over waiting to be served. Online planning and bookings have picked up pace, so have contact-less check-in and 24/7 digital concierge. Hotels must swiftly meet these evolving demands or risk losing in the race. They must incorporate technology into their day-to-day operations to eliminate human error, increase their service efficiency, and, above all, offer an outstanding customer experience. One of the technology trends reshaping the travel and hospitality industry is digital concierge—hotel chatbots that bring the concierge desk into the palm of a guest’s hand. Convenient, right? A Sneak Peak into Hotel Chatbots Hotel chatbots are software applications that communicate with your hotel’s website page visitors and resolve their queries. They are either programmed to behave a certain way or can be AI-powered. Programmed chatbots are configured to answer a limited set of questions. However, they can collect visitor information so your customer executives can get in touch with prospects to resolve their queries or provide them with booking assistance. On the other hand, AI-powered chatbots use NLP (Natural Language Processing) and ML (Machine Learning) to analye human behaviour and accordingly answer questions. Digital Concierge Brings in Conversions Personalized communication forms the crux of customer experience. A desired, non-intrusive interaction between a guest and a chat bot can create strong engagement and help the guest to make a booking at your hotel. In such cases, the bot will forward the booking inquiries directly into the IBE (Internet Booking Engine) and strengthen your direct sales. 30-50% of the chatbot-prospect interactions result in IBE forwarding of booking inquiries. This statistic shows how accepting the guests are of the chatbot’s services. (Source: DialogShift, Olga Heuser) Chatbots can also be integrated into social media platforms and instant messenger platforms so that guests can directly make bookings from a platform of their choice. How are Hotel Chatbots Redefining CX? Apart from bringing in revenue through direct sales, hotel chatbots also create a solid customer experience for the guests, so they don’t go home unsatisfied and give you a good review online. Here are the ways in which they enhance the customer experience: 24/7 Availability- Chatbots promptly respond to guest queries round the clock Multi-Lingual Support- Languages are not a barrier for them Efficiency- They lighten your hotel staff’s load of answering guest queries Customer Retention- They collect guest information, which helps in retention and follow-up Brand Awareness- They are brand representatives and increase brand awareness through responsiveness Additionally, AI- powered chatbots can also: Highlight the hotel’s special features upon check-in Recommend places and activities to do around the hotel with pictures and links Request feedback from guests about services Assist with table reservations or pool-side orders The Cosmopolitan, Las Vegas Used Rose to Impress Guests The introduction of Rose, a smart chatbot that converses with guests on The Cosmopolitan’s website, changed the game for the hotel. The bot’s playful personality wooed hotel guests. Those who made a booking directly from the website ended up spending 37% more than those who did not engage with her. Let’s Wrap It Up A hotel chatbot refines the concierge experience for guests through rapid response times and enhances your hotel’s AI marketing efforts. It can be an invaluable asset for hotel business owners looking to stay ahead in the race.

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Augmented Reality Transforming the Travel and Hospitality Industry

Article | June 24, 2022

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Conclusion The benefits of augmented reality in the travel and hospitality industries are immense. AR is a potent tool for increasing company potential and returns on investment. Utilizing innovative technology boosts your hotel's exposure and brand awareness while propelling it into the digital age. Augmented reality in the tourism industry truly sets you apart from the competition. FAQ How is augmented reality changing the travel & tourism industry? Augmented reality helps hotels enhance the physical locations they are attempting to attract visitors to, such as hotel rooms and local attractions. What is digital transformation in the hospitality industry? Digital transformation refers to how companies restructure themselves to adapt and modify their corporate culture to empower innovations that utilize technology and propel their enterprises to new levels of growth. What are the benefits of augmented reality? 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Article | June 16, 2022

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In addition, as 'bleisure' travel continues to grow in popularity to blend business and leisure time, the customer experience in travel is increasing in relevance. FAQ: What are the benefits of a good customer experience? A good customer experience increases sales and creates customer loyalty. Moreover, it reduces complaints. How would you define excellent customer service? Great customer service means responding promptly to a client's wants, being responsive to their concerns, and offering an enthusiastic level of care. Do you value customer service or customer experience more? Consumer service results in a positive customer experience. Both are critical to the business's success.

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Travel Agency Software to Automate and Revolutionize the Travel Industry

Article | April 28, 2022

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The Nelson Research suggests that travel industry experts anticipate that the global digital travel market will grow at a 3.8% annual rate to reach $11.4 trillion. With these rising numbers in mind, travel agencies must step up their efforts to make the most of the situation. Travel agencies often require different types of travel agency software, each serving a unique purpose supporting efficient and seamless operation. However, businesses must strategically incorporate automation into your travel system. B2B Travel System - Automate Intelligently A holistic travel agency software solution includes a travel system that automates real-time operations and streamlines the travel process in less than an hour. Consider the nature of your firm while deciding on a software package and determining which business procedures should or should not be automated. 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Rezdy Rezdy is a cloud-based business-to-business technology that enables tour operators to sell their products online and through different distribution channels. The open platform enables customers to connect their internal systems and online apps to a supplied booking engine. In addition, it assists distribution channels such as online travel agencies, marketplaces, and hotel chains locate and acquiring additional clients' items. Conclusion According to Zippia, the business travel sector is expected to experience a CAGR of 13.2% between 2021 and 2028.Therefore, travel companies must integrate new and immersive technology to expedite the process and provide a seamless travel experience for tech-savvy travelers. Technology has the ability to act as a generational catalyst for customer loyalty. FAQ What are the benefits of automation in the travel industry? Boosts sales Reduces costs Data and documents can be centralized in an organization Increases customer satisfaction and loyalty What is B2B travel software? B2B travel software streamlines various travel operations. It helps travel agents and agencies access real-time data. What system do travel agents use? Travel agencies use airline inventory from multiple GDS (Global Distribution Systems) to find seat fares and book tickets.

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Propst Development and Chartwell Hospitality Complete Hilton's Conrad Luxury Hotel in Nashville

Chartwell Hospitality | June 23, 2022

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INTELITY and Incode Technologies Announce Strategic Partnership

INTELITY | July 05, 2022

INTELITY®, provider of hospitality’s leading guest experience and staff management platform, announced at HITEC Orlando 2022 the strategic partnership with Incode Technologies, the industry leader in identity verification and authentication for global enterprises. To further enhance a hotel’s operations encompassing a safe, secure, and reliable check-in workflow process, the integration partnership with Incode fulfills a hotel's requirements for full ID verification and enables guest ID verification during the check-in stage, either at a single property or brand level, through any INTELITY mobile app.“The partnership with Incode furthers our strong commitment to servicing our hotelier, residential, casino, and other customers with the most advanced guest experience platform available,” said Robert Stevenson, CEO of INTELITY. Hotel guests requiring an advanced identification check will experience a more fluid mobile check-in process. Before guests arrive on property, they are prompted to verify their identity through INTELITY’s mobile application and Incode’s powerful platform. Hotels are able to automate the process of validating a guest’s identification with Incode to confirm the legitimacy of the presented guest ID, virtually eliminating human error. The process can confirm requirements, such as age, during the check-in process to ensure the hotel is in compliance with any requirements. Incode also provides an automated digital ID creation for a guest’s profile to interact with the hotel property and process payment sources, continuing INTELITY’s goal to provide the industry with a full contactless workflow. “We’re excited to partner with INTELITY, the leader in guest-facing technologies, to reimagine the future of hospitality experiences. Guests can skip the check-in line and seamlessly access experience – all powered by an omni-channel identity layer that will be integrated into any INTELITY app, Together, we have created an experience that brings guests to their room and vacation faster than ever before. Our partnership will give the hotel staff what they need, where they need it, and the hotel guest the easability to enjoy their stay before they set foot in the door.” -Ricardo Amper, Founder & CEO, Incode Technologies. We have ID capture on the INTELITY platform, but a richer verification process is a vital element for our clients, said Matthew Lynch, VP of Product Management at INTELITY. Being the hospitality tech leader in mobile application platforms, we knew we only wanted to address this challenge with the leaders in identity verification and authentication. We quickly saw that Incode was the perfect partner. At INTELITY, we know Incode offers the best of breed in verification solutions. This partnership is a natural and evident fit to service both of our customers, Stevenson continued. We are excited for the future of hospitality technology and thrilled to be sharing this news during the 50th HITEC trade show celebration. It truly is the best venue to announce this new partnership. To experience the INTELITY platform and learn more about the Incode partnership at HITEC Orlando 2022 firsthand, visit booth #1129. For more information about the INTELITY platform or to request a demo, please visit intelity.com/demo. For more information about Incode, please visit www.incode.com. About INTELITY INTELITY is the global leader in contactless guest experience technology, uniting mobile, in-room, and operational tools into one fully-integrated hospitality platform. INTELITY has won numerous awards including becoming the “Official Guest Engagement and Staff Management Platform Provider” of the distinguished Forbes Travel Guide. The INTELITY platform is used at boutique hotels, casino-resorts, luxury residences, global hotel brands and more in over 60 countries across 6 continents. For more information, visit www.intelity.com. About Incode Incode is a leading identity company that is reinventing the way humans verify their identity and interact with the world’s largest companies with a highly secure and delightful AI-based experience. Incode’s end-to-end fully automated orchestration platform enables seamless access across multiple channels with products focused on onboarding, authentication and payment verification that increase conversion and reduce fraud. With its mission to power a world of trust, Incode works with a number of the world’s biggest banks, fintechs, hotels, governments and marketplaces. Incode is based in San Francisco with offices in Europe and Latin America. To learn more about Incode, visit www.incode.com

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CRUISE

Alaska Cruising: Holland America Line Demand Surges

Holland America Line | July 04, 2022

With pent-up demand and the U.S. Independence Day travel rush approaching, premium cruise line Holland America Line reported a surge in interest for Alaska cruising to the bucket list travel destination during June for the first time since before the COVID-19 pandemic. "People are excited to travel again while reconnecting with family and friends in a meaningful way,We're seeing the pent-up demand leading to increased booking as guests realize cruising is a hassle-free way to enjoy unique destinations such as Alaska." -Beth Bodensteiner, senior vice president and chief commercial officer for Holland America Line Our summer travel inquiries and bookings show people are feeling safe to explore again, Alaska is one of my favorite places to visit in the summer. A preferred partner, like Holland America Line, helps us provide clients with convenient departures to and from our own back yard to this amazing place, without the added cost of airfare.Michelle Glass, vice president of travel for AAA Washington "With the cost and recent challenges with air travel, we are seeing excitement and traction from guests within driving distance of our cruise homeports such as Seattle and Vancouver, We recently invested in local marketing near our homeports and we're already seeing that pay off." -Kacy Cole, vice president of marketing and e-commerce for Holland America Line Overall, Holland America Line continues to see a high level of interest in cruises that are only a short flight or drive away from guests' homes. On round-trip sailings from the United States, the cruise line visits 225 different ports in 91 different countries, serving more international destinations on cruises sailing round trip from a U.S. homeport than any other brand. The line's homeports in the United States include Seattle, San Diego, Boston, and Fort Lauderdale. In addition, Holland America Line operates more Alaska cruises from Vancouver, British Columbia, Canada, than any other cruise line.

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HOSPITALITY TRENDS

Propst Development and Chartwell Hospitality Complete Hilton's Conrad Luxury Hotel in Nashville

Chartwell Hospitality | June 23, 2022

Propst Development and Chartwell Hospitality announced they have finalized development of the Conrad Nashville hotel, located in the Broadwest city block in Midtown. The Conrad Nashville is Hilton’s first luxury branded hotel in Nashville and is scheduled to open on June 29, 2022. Additionally, the co-developers have completed the sale of the 234-room property to Northwood Investors, LLC, a premier owner and manager of luxury hotels around the world. “Our goal for Broadwest was to create a property that all Nashvillians are proud of, and we believe the Conrad raises the bar as one of the most luxurious hotel properties in America, Projects like this draw investment into local neighborhoods and bring new economic stimulus and opportunities to local residents and businesses – the Conrad Nashville alone will employ more than 200 people. We are thrilled with the execution of this development and to see it welcome its first guests in the coming days.” -Bill Propst, Chairman of the Propst Companies We had a vision to develop the nicest Conrad in the Hilton system as well as position this hotel to be the nicest luxury hotel in Nashville. I believe we have accomplished that goal,said Rob Schaedle, Founder and President of Chartwell Hospitality. Javier Rosenberg, president of Northwood Hospitality LLC stated, We are delighted to add the Conrad Nashville to our portfolio. Nashville is quickly becoming one of the top destinations in the country for leisure and corporate travel along with meetings and events. The Conrad Nashville is set to inspire and redefine the luxury hotel landscape, offering some of the best accommodations and experiences the market has to offer. The Conrad Nashville is part of Broadwest, a $540 million, 1.3 million square foot mixed use project master developed by Propst Development and consists of 630,000 square feet of Class A office space, 196 luxury condominiums, and the Conrad Hotel. Broadwest encompasses a full city block and has transformed Midtown into one of the most active areas for development in Nashville. Conrad Hotels and Resorts are known for offering guests a seamless connection between contemporary design, leading innovation, and authentic local culture. The Nashville property features 234 guest rooms and suites, 11,000+ square feet of meeting space, a third level outdoor terrace pool, and distinct food and beverage offerings, including locally-sourced Blue Aster restaurant and Thistle and Rye whiskey bar. Northwood Investors LLC is a privately held, real estate private equity firm that owns and operates real estate across the U.S. and Europe. The firm currently manages approximately $8 billion of investor capital. Northwood’s flagship fund seeks to opportunistically acquire well-located real estate with a plan to create value through hands-on asset management. Northwood is vertically integrated with in-house operating teams across the office, multifamily, retail, hospitality, and urban logistics sectors. Please visit northwoodinvestors.com for more information. For further information contact John Hughey, President of Propst Properties at Hughey@Propst.com. About Chartwell Hospitality Chartwell Hospitality is a fully integrated real estate company based in Nashville, Tennessee. We specialize in the acquisition, development, and management of high-quality, branded, limited- and full-service hotels. Founded in 2003, Chartwell consistently surpasses competition in occupancy and market rates. Simply, our mission is to be the best in the business. For more information, visit www.chartwellhospitality.com.

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DESTINATION AND TOURISM

INTELITY and Incode Technologies Announce Strategic Partnership

INTELITY | July 05, 2022

INTELITY®, provider of hospitality’s leading guest experience and staff management platform, announced at HITEC Orlando 2022 the strategic partnership with Incode Technologies, the industry leader in identity verification and authentication for global enterprises. To further enhance a hotel’s operations encompassing a safe, secure, and reliable check-in workflow process, the integration partnership with Incode fulfills a hotel's requirements for full ID verification and enables guest ID verification during the check-in stage, either at a single property or brand level, through any INTELITY mobile app.“The partnership with Incode furthers our strong commitment to servicing our hotelier, residential, casino, and other customers with the most advanced guest experience platform available,” said Robert Stevenson, CEO of INTELITY. Hotel guests requiring an advanced identification check will experience a more fluid mobile check-in process. Before guests arrive on property, they are prompted to verify their identity through INTELITY’s mobile application and Incode’s powerful platform. Hotels are able to automate the process of validating a guest’s identification with Incode to confirm the legitimacy of the presented guest ID, virtually eliminating human error. The process can confirm requirements, such as age, during the check-in process to ensure the hotel is in compliance with any requirements. Incode also provides an automated digital ID creation for a guest’s profile to interact with the hotel property and process payment sources, continuing INTELITY’s goal to provide the industry with a full contactless workflow. “We’re excited to partner with INTELITY, the leader in guest-facing technologies, to reimagine the future of hospitality experiences. Guests can skip the check-in line and seamlessly access experience – all powered by an omni-channel identity layer that will be integrated into any INTELITY app, Together, we have created an experience that brings guests to their room and vacation faster than ever before. Our partnership will give the hotel staff what they need, where they need it, and the hotel guest the easability to enjoy their stay before they set foot in the door.” -Ricardo Amper, Founder & CEO, Incode Technologies. We have ID capture on the INTELITY platform, but a richer verification process is a vital element for our clients, said Matthew Lynch, VP of Product Management at INTELITY. Being the hospitality tech leader in mobile application platforms, we knew we only wanted to address this challenge with the leaders in identity verification and authentication. We quickly saw that Incode was the perfect partner. At INTELITY, we know Incode offers the best of breed in verification solutions. This partnership is a natural and evident fit to service both of our customers, Stevenson continued. We are excited for the future of hospitality technology and thrilled to be sharing this news during the 50th HITEC trade show celebration. It truly is the best venue to announce this new partnership. To experience the INTELITY platform and learn more about the Incode partnership at HITEC Orlando 2022 firsthand, visit booth #1129. For more information about the INTELITY platform or to request a demo, please visit intelity.com/demo. For more information about Incode, please visit www.incode.com. About INTELITY INTELITY is the global leader in contactless guest experience technology, uniting mobile, in-room, and operational tools into one fully-integrated hospitality platform. INTELITY has won numerous awards including becoming the “Official Guest Engagement and Staff Management Platform Provider” of the distinguished Forbes Travel Guide. The INTELITY platform is used at boutique hotels, casino-resorts, luxury residences, global hotel brands and more in over 60 countries across 6 continents. For more information, visit www.intelity.com. About Incode Incode is a leading identity company that is reinventing the way humans verify their identity and interact with the world’s largest companies with a highly secure and delightful AI-based experience. Incode’s end-to-end fully automated orchestration platform enables seamless access across multiple channels with products focused on onboarding, authentication and payment verification that increase conversion and reduce fraud. With its mission to power a world of trust, Incode works with a number of the world’s biggest banks, fintechs, hotels, governments and marketplaces. Incode is based in San Francisco with offices in Europe and Latin America. To learn more about Incode, visit www.incode.com

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