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“There’s a Huge Opportunity to be a Trusted Partner to the Travel Agency Community”

People

Travel agents seek hotels with ABC Global Services’ seal of approval. The program guarantees trust in guest experience.

When Pablo Cruz’s customers need to book a hotel, he looks no further than ABC Global Services.

The Director of Operations at Continental Travel Group knows his guests will get the best experience. Many travelers book through popular platforms like Expedia, Priceline, and Booking.com.

What they don’t realize: Hotels occasionally overbook. When that happens, guests booking through those third-party platforms are ranked at the bottom of their list, Cruz says.

“Partnerships like ABC guarantee a certain number of rates and a certain type of clientele. So that means that my customer is going to have a better experience at a hotel booked at an ABC rate,” explains Cruz. “Because if they walk an ABC customer, they’re going to answer to that team.”

The ABC seal of approval

ABC Global Services is the largest hotel consortia program in the world. It provides a service to hotels the way restaurant associations do local restaurants.

Where a restaurant association guarantees better delivery times, local supplies, and discounts on glasses and stemware – ABC Global Services guarantees amenities, benefits, higher commissions and rates to travel agencies.

Most importantly, by offering all the above to travel agencies, hotel guests get the best services and experiences. That’s because hoteliers pay for access to the travel agency community through ABC Global Services.

Eric Altschul, CEO of ABC Global Services.
Eric Altschul, CEO of ABC Global Services.

“Customers who use a travel agent tend to be more loyal, they tend to take the advice of the travel agency of the travel agents,” says Eric Altschul, CEO of ABC Global Services. “They want the services of a travel agent – and that they’re putting them into a trusted hotel that delivers what they say they’re going to deliver.”

Altschul has helped build ABC Global Services to a network of 56,000 hotels – and growing.

A relationship that carries weight

That network of hotels matters to travel agents like Cruz.

He’s led operations at Continental Travel Group since 1990. ABC Global Services gives him peace of mind when booking for his customers.

Cruz is based in South Florida. During his three decades with the travel agency, Cruz has experienced hurricanes frequently during seasons – and has had to shut down operations as a result.

But has done so without fear or stress because “the team at ABC has our back.”

“The after-hours service is a key component to our success,” Cruz says. “They are our voice when we’re not available. Whether it be because it’s three o’clock in the morning, or because a hurricane is coming – which happens at least once a year in Florida – they’re always here to fill any gaps that might exist in our abilities to assist our customers.”

Cruz expounds that can be something as simple as a small token when guests arrive. His guests may learn they’ll have free breakfast, Wi-Fi, or even a room upgrade. It all contributes to a greater guest experience.

“There are millions of hotels all around the world – it’s very hard as an individual travel agent to know all of them, and have a relationship with them,” Cruz says. “That doesn’t mean ABC has a literal relationship with everybody at every hotel, but it carries weight. And that weight means that you find support there for your guests.”

Friends at waterpark

5 Tips for Embracing Cultural Diversity at Your Hotel

Guest Experience News

Accommodating all cultures is key to offering a better guest experience.

Hotels are melting pots of cultural diversity. Guests visit from all over the world. Front desk, housekeeping and maintenance staff may also hail from other countries.

But cultural diversity doesn’t stop with etiquette, language and customs practiced in other countries. Diversity also extends to race, socioeconomic status, sexual orientation and religious beliefs, among other differences.

“Wherever your hotel is situated, you must consider that the culture of visitors may be very different to yours, and it’s also likely you will hire staff from diverse backgrounds too,” says hospitality software provider SiteMinder.

Blending cultural differences can add an international or cosmopolitan vibe to your hotel. At the same time, failing to embrace those differences can lead to misunderstandings, along with guest and staff dissatisfaction.

Read on for five tips for embracing cultural diversity at your hotel.

Establish inclusive policies

Inclusivity begins with your staff feeling welcome and understood despite cultural differences. Offer training on embracing cultural differences. This may include sensitivity training among staff that includes information about specific cultures, etiquettes and customs.

Part of managing a diverse workforce is playing an active role in making sure that not only your staff but also your leadership is aware of the importance of diversity in your organization, knowing that if anyone is disrespected, they have a place to go or someone they can talk to and there is a protocol in place to handle such a situation,” says hotel software provider Mews.

“Because the hotel industry is by nature multicultural, it’s key to have staff that’s trained in how to best manage these differences and to promote an environment that nurtures this multiculturalism.”

Offer self-service kiosks

Self-serve kiosks for guests give them the option of using technology to check in and request other services to avoid struggling with language barriers.

“If you have a lot of guests from a tech-savvy culture like Japan who are used to using technology in their everyday lives, you can use a self-service kiosk and a virtual assistant who will make them feel more at home and avoid the language barrier of your front desk staff not speaking Japanese,” says Mews.

Offer a culturally diverse menu

If your hotel attracts Asian or Middle Eastern guests, offer authentic food items from their countries in hotel restaurants. “Other cultures, such as Greek, typically eat at unconventional hours,” says Siteminder. “Some Greek travelers probably won’t want their main meal of the day before 10pm so navigating situations like this is something else you will have to juggle.”

Accommodate religious beliefs

Offer rooms or other spaces for contemplation and prayer to accommodate guests from various religions. “Also note the time of year that guests are visiting and see if anything of religious significance is happening,” says SiteMinder.

“For example, pay attention to the dates for when Muslims practice Ramadan as they change every year. You should consider removing alcohol from their rooms and be flexible around meal times.”

Design rooms with culture in mind

“If you are building a hotel in Italy, include a bidet in the bathroom as Italians have the custom of using the bidet on a daily basis, sometimes even in place of a shower,” says Mews. “In Japan, it is customary to take your shoes off when you go into a room, so if you’re building a hotel in Japan, you might consider incorporating a shoes-off policy inside the rooms. “

The Garden Republic Helps Clients Build a Better Life From the Outside In

People

With wars raging, inflation looming, and anxiety at an all time high, we need balance and guidance now more than ever.

Shea Hansen is here to do just that.

Established in 2022, Hansen created The Garden Republic as a way to take her passion for nature and healing to the next level. This nature-based design studio marries the art of Feng Shui with customized concepts to create serenity in homes, offices, and businesses – spaces that speak directly to her clients.

Why does Hansen incorporate Feng Shui into her process? Well, it’s hard to ignore the benefits.

Shea Hansen, founder of The Garden Republic.

Thoughtful spatial arrangement in relation to energy flow is known to promote harmony between people and their environment. Because of this, Feng Shui has been implemented in the private and public sector for centuries: Feng Shui consultants can advise on anything from decreasing stress to increasing revenue.

Hansen uses this powerful tool to enhance her design approach, delivering clients much-needed peace of mind.

“I’ve always wanted to affect positive change in the natural environment,” Hansen says. This is what initially drew her to landscape architecture. Hansen then began studying Feng Shui in 2022 and will complete her certification this year. Since being “drawn to energy work,” Hansen saw an opportunity to incorporate this into her career.

By focusing on each client’s situation – including their personal and professional challenges – Hansen crafts a plan that addresses specific concerns in their garden and their life.

The Garden Republic’s unique and thoughtful approach to every detail makes the company standout from other lifestyle brands. Whether it’s someone trying to develop coping mechanisms for stress or a business owner hoping to bring in more foot traffic, Hansen has a cure.

Hansen’s “Zen Den” at The Garden Republic.

Hansen spent years building her previous company, so it took a leap of faith to scale back from large projects and focus on more intimate cases.

How Shea got here

What started as a risky career decision turned into a bold business move.

Hansen’s career began at a corporate landscape architecture firm in Fort Lauderdale. She received her Bachelor of Fine Arts degree in Studio Art from Florida State University and Master’s of Landscape Architecture degree from Florida A&M. She became a Registered Landscape Architect and a Certified Arborist  and in less than ten years, Hansen went from intern to Director of the Landscape Architecture Division.

After some time, the corporate world no longer resonated with Hansen’s greater purpose. She decided to sacrifice stability and follow her heart instead of her head for a change.

Monarch Landscape Architecture was born in 2016. Hansen quickly grew her first company – the majority of revenue came from government contracts, like jobs with the Florida Department of Transportation. Although Monarch’s success was undeniable, it started to feel like the corporate world all over again.

The evolution of Monarch led Hansen to focus on her own evolution.

A longtime student of yoga, Hansen decided to become a Hatha Yoga instructor in 2023 while simultaneously working on her Feng Shui certification course. Hansen realized that her desire to make the outside world a better place was quickly expanding to the inside.

Hansen explains that “now instead of just working with the environment, I go straight to the source.” Connecting with people would be the foundation for her new design direction.

By balancing exterior space with interior elements like the body and soul, The Garden Republic offers a variety of ways for clients to optimize their energy, boost their wellbeing, and invite success into their lives.

Hansen is a longtime student of yoga and a newly certified instructor.

The power of three

A shift from design-specific services to overall energy work now leads the way at The Garden Republic.

Clients can achieve wellbeing and prosperity with a variety of options at their disposal. What’s most impressive is Hansen’s ability to blend three essential “life zones” into one customized strategy that addresses clients’ individual needs:

  1. Exterior world – Conscious landscape design zeroes in on areas of the Feng Shui bagua map, making gardens responsive to its users, functional and sustainable. Hansen specializes in outdoor meditation spaces and has a vast knowledge of plants and flowers that will elevate any space from simply green to perfectly zen.
  2. Interior layout – Hansen’s background as a visual artist lends to her instincts as an interior designer. With the help of the bagua map, she examines the current state of rooms down to every detail, including health aspects like potential mold and electromagnetic frequencies. She then makes suggestions to improve energy flow.
  3. Inner self – The third element to this design triad is the body and soul. Yoga is used to guide clients on a journey of strength and self-realization, all while incorporating an elevated acknowledgement of the space around them. Guided meditation and breathwork pull it all together.

Clients can focus on just one area, but the transformative experience usually leads them to want to work on all three.

Hansen has seen people’s lives begin to change after just one consultation. The relationships she builds keep clients coming back for continued guidance. She compares this journey of self-improvement to the plant life she has such an affinity for: “You don’t just stare at a flower and tell it to grow – you have to first look at the conditions it’s growing in and nurture its environment.”

The Garden Republic’s mission is a simple one: Improve life from the outside in.

Any place can become a magnet for good fortune based on Hansen’s design principles. From fixing relationships to attracting prosperity and abundance, The Garden Republic handles it with grace, expertise, and stellar style.

Hansen is excited about entering the next phase of her company’s growth. In the meantime, she plans to keep making the world a better place one client at a time.

For more information, visit www.thegardenrepublic.com.

A Former Barista Gives 3 Guest Experience Lessons for Coffee Shop Managers

Emotions, Perceptions, Feelings

Some of my fondest memories include steaming milk and pulling espresso shots. It wasn’t just the smell of roasted beans that made my experience as a barista such a joy. What made it special was learning a new craft in a flexible and supportive environment.

I learned the most about myself while serving others, and grew as a result.

As I look back on one of my very first jobs, I realize that spending my formative years in the service industry helped make me who I am today. The popular coffee chain I applied to straight out of college welcomed me with open arms.

Little did I know it would bring purposeful work, as well as teach me how to embrace my other talents, become a leader, and lean on my family.

They thought I was overqualified at first – having just moved back to South Florida from New York City with a fancy arts degree under my belt, I was actually struggling to find a job in my field of study. I was desperate for any sort of income.

I started my coffee training and realized quickly I wouldn’t be able to just skate by at my new job. It was made clear that I’d have to learn the ins and outs of this important beverage-making art.

1.  A  history steeped in pride and purpose

Going through “Coffee University” felt weird – especially because I just came home from a real university. My manager made me learn all about the history of espresso-based beverages, along with how to make each one to perfection before I even set foot on the floor.

My new title, “barista,” apparently meant a lot, especially considering the barista’s origins in mid-20th century Italy.

Even though it had nothing to do with my passion for theatre and writing, I had to learn about this new profession, and I had to do it quickly. I was required to master this coffee craft and take pride in my work. The rest of my coworkers were motivated, and once I was allowed to do hands-on training, I began to share their sense of pride and purpose in what we were doing.

Although I have since found purpose in my other work, that first experience of feeling like I was contributing to something that mattered so deeply to everyone involved was a feeling that is unforgettable.

Our customers valued the drinks we made, and we valued them, too. They could tell when something was off, even if it was a tiny detail. It pushed us to do better, and most guests respected our craft, often acknowledging it wasn’t easy producing their complicated orders with speed, accuracy, and love.

2.   An environment with room to grow

I was an artist, and this job valued it. Even though I had a passion outside of latte-making, my managers supported it. In fact, I even performed a few times for guests in the coffee shop. Most of us on the team had outside interests and talents, and those were honored.

Performing in the shop gave me confidence to perform in other venues, and quickly, what I went to school for was being further developed at a job that had nothing to do with that side of me.

In terms of the actual job duties, I was enthusiastic to do well. Aside from the sense of purpose gained from learning a new craft, I also was motivated because this job allowed me to pursue other passions. My manager acknowledged my progress and gave me more responsibilities as time went on.

This coffee shop was where I learned to keep track of money, be responsible for giving colleagues their breaks, and watching over day-to-day operations.

My newfound confidence helped me professionally and personally. I was even allowed to create new drinks, experiment with making new menu items, and even pitched to high-level management from time to time. I miss that responsibility, and I cherish the experience of feeling truly confident for the first time in my life.

3.   A work team that felt like family

During my five years as a barista, I lost my father, got married, recorded an album, and moved to a new house.

My coworkers were my constants. After all, these are the people you see nearly every day, and collectively sometimes more than family members. If I had to run to the bathroom mid shift because a song playing reminded me of my late father, another barista would take over my duties without saying a word.

We were bonded in our shared experience, especially when it came to dealing with challenging customers.

Making a coffee beverage can be complicated, especially with so many modifications made available to guests. From type of milk to beverage temperature, guests can (and are encouraged to) demand a drink as unique as they are.

But us baristas are only human. Sometimes my team and I made mistakes.

Most guests were understanding in those circumstances. Some were not. Most replied to order mishaps by saying “No problem! Don’t worry about it!” Others threw scones at us. (Seriously.)

Going through those hardships and having each other’s backs made us stronger, and it’s that sense of comradery I miss every day. It was transformational learning how to deal with confrontations with my work family supporting me.

We had each other, so we knew we could make it through anything.

Service jobs bring life-changing experiences

Not every person is as lucky as I am to have worked at a place that fostered my potential like this coffee chain. As I look back, I realize those fun times hold the key to server satisfaction and employee retention for other service industry jobs across the board.

It’s a special calling to work in the service industry.

My dad was a career bartender, and he certainly took pride in his work, his freedom, and his team of employees – which were more like family than coworkers. He told me stories about his adventures working in restaurants and bars, and died wishing he never left the profession in the first place.

If other restaurants, cafés, and bars can get it right, they can also foster an environment that will produce dedicated employees who not only evolve with time, they will also want to contribute all their talent to the gig – and become lifelong brand ambassadors.

Emotion Management Guide for Managers

Leadership

Having the skills for the job means being equipped with the tools to handle emotions, too.

A team is more than just a group with a common goal; it’s a collection of people with their own thoughts and feelings. Leading a team comes with the responsibility of being in tune with those feelings.

Every employee has a role in getting a job done. But sometimes things go wrong, and frustration arises. Part of being a manager is helping employees work through those difficulties. But it’s hard to help others through their emotions without having the emotional skills.

Improving emotional intelligence has helped leaders across the board in effectively managing their teams. According to TalentSmartEQ, over 90 percent of leaders reported an improvement in handling conflict after undergoing emotional intelligence training.

Managing emotions comes down to being capable of leaving unrelated problems at home, taking control of the moment, and honing your emotional skills. Here’s how.

Supervise your own emotions

It’s true that negativity spreads to others, including in the workplace.

It’s important to leave whatever difficulties you may be facing outside of the workplace at home. Employees will feel it when their manager is in a bad mood. Not only that, but it will make a manager more prone to outbursts.

Before going into work, take the time to assess your affairs and consider how it’s impacting your mood. Being cognizant of emotions is a big first step in managing them.

Self-care outside of work is important, too. Taking care of one’s emotional and physical needs will better prepare them for the workday.

Of course, it isn’t possible for someone to always be in a good mood no matter what life throws at them. Knowing this, it’s good practice to pause and think about whether a reaction is justified for the situation at hand.

In the moment

When people get heated, it can be incredibly difficult to take a step back and think calmly. But doing so can prevent a bad situation from escalating to something worse.

When things get tense, save big decisions for another time. Never fire someone in the heat of the moment.

Important conversations should be put aside for a time when every party is level-headed. If needed, it’s okay to stop in the middle of a conversation and put it on hold for later if things are getting too emotional.

It’s also helpful for someone to know what sets them off. Paying attention to personal triggers will help to stay aware. When you know that a certain behavior drives you up the wall, you’ll know that when it comes up, you may not be thinking from your right mind.

Similarly, it’s helpful for someone to know their own shortcomings. Know when there are subjects or skills that you struggle with, and don’t let it get the best of you.

When faced with difficulty in the workplace, especially when handling an upset employee, managers should watch out for their own defensiveness. Put your ego to the side for a moment and prioritize de-escalating the situation.

Improving emotional skills

Working on emotion regulation skills comes with benefits in every area of life, including at work. Being able to regulate emotions is especially important for managers, as they have the responsibility of being a role model and a rock to their subordinates.

A couple of skills to work on to improve emotional intelligence include mindfulness and active listening.

Mindfulness can help people manage stress by focusing on what’s at hand and letting go of extreme emotions. A good mindfulness exercise to begin with is to close your eyes and focus on your breathing, and how individual parts of your body feel one at a time. This exercise helps people center themselves.

It’s a good idea to practice active listening, too. Being an active listener helps diffuse tense situations and manage conflicts. It involves being open-minded about how someone else may feel.

Also incredibly important when working closely with others is empathy. It may feel easier to react only to what you feel, but trying to understand why others are reacting the way they do can ease your own frustrations.

No one has to navigate these things alone. It can be hard to figure out your stressors or why you feel what you feel.

Asking for feedback from other managers and employees is a great way for managers to get an outside look at their own behavioral patterns. An outside perspective might be better at catching on to such things. Consider asking those you work with what emotional skills they think you might need to work on.

Increasing emotional intelligence allows managers to perform better. It will relieve stress for managers and employees alike, fostering a happier, more productive work environment.

Ella Cafe Shows Mom-and-Pop Coffee Shops How It’s Done

People

Slow and steady wins the caffeine race: Find out how Florida favorite Ella Cafe became the most happening coffee spot in town.

Whether you’re stopping by Ella Cafe for a quick jolt of java or an afternoon of stimulating conversation, you’ll likely find a line snaking out the door. That’s because this intimate coffee shop has become a huge neighborhood hit, and guests can’t get enough.

I myself am a loyal patron. Usually I order the same thing every weekend – a HazelnutElla Latte and egg baguette sandwich. They’re both delicious.

In terms of the average coffee shop, Ella provides a more eclectic atmosphere than most. Inside you’ll find knick knacks everywhere you turn (such as candlesticks, leather bound books, watering cans and vintage toys), a sunny seating area with computer-friendly high tops, and a cozy nook in the back with comfy armchairs and board games. The interior is a mixture of warm woods, industrial metals, and a brick wall facade. The music – barista’s choice – is always loud, but never annoyingly so.

Also, there’s no menu. Instead, you’re forced to interact with humans (gasp!) to find out more about your dining options. In fact, conversation is actually encouraged in a show-and-tell type experience with various food items on display for guests to peruse.

Most importantly, the coffee is fantastic.

In an interview with GEM Journal Today, CEO Anthony Perera generously reveals the ingredients behind Ella Cafe’s success. His insights include tips on what it takes to keep guests happy, emphasizing the importance of expanding slowly and thoughtfully in a fast-paced business.

From customer to CEO

Anthony Perera started out as a regular patron like me. In fact, his wife and I share the same Ella favorites. Perera found himself running out every Saturday to pick up her usual order. He also noticed how busy the place was every single time he would visit, and began to wonder what exactly made the Ella Coffee Company so darn popular.

After acquiring the brand a year and a half ago, Perera “got under the hood” to find out why Ella Cafe is the place to be.

New managing partner and CEO of Ella Coffee Company Anthony Perera (pictured above) is a South Florida based entrepreneur. He founded national companies Air Pros USA and Inspected.com.

A coffee-drinking, music-loving vibe

When examining the Ella atmosphere, which centers around spirited songs, eye-catching visuals, and ample seating, it’s clear every inch of this coffee house is intentionally thought out. The “homegrown vibe” (as Perera describes it) permeates the senses as soon as you walk through the door. For most guests, it makes them want to stay until closing time.

“It’s the old world,” Perera says, “…like going back to our roots,” which is quaint, centered on Italian-based espresso roast. But Perera also acknowledges that the brand needs to keep up with the times. “You want to update your energy, you want to be cool.”

They definitely keep it cool with music, which the staff plays loud and proud. This started, as Perera informs me, with founder and partner Jason Gould – portraits of his insanely cute daughter, Ella, hang throughout the cafe. Gould founded Ella Cafe in 2016, with its flagship store located in Plantation, Florida. His involvement in the sound and entertainment industry is evident in Ella’s mini stage that hosts live performers, as well as his goal to keep guests entertained with something new to hear or see every time they visit.

Cool also translates to the temperature inside, which is kept low so customers can enjoy their hot brew.

One of Ella Cafe’s top-selling menu items – the classic latte. Photo courtesy of Ella Coffee Company.

Handcrafted quality, every time

“Everything we make is handmade,” Perera proudly states. Outside of purchasing simple syrup, Ella beverages are handcrafted with special ingredients made from scratch. As a customer, I can tell you firsthand this makes a HUGE difference in taste. Perera says this attention to detail is the “secret sauce” that gives the brand its “uniqueness” – and its ability to stand out among other corporate coffee chains.

Their proprietary blend of coffee not only enhances their in-store lattes. It’s also available for sale in whole bean form. Being able to bring the taste of Ella home reinforces the brand and offers up an additional revenue stream.

Ella Cafe even has plans to start selling one of their most popular coffee flavors – yes, my all time favorite, the HazelnutElla – and I will be first in line to buy some. Perera says they’re also working on a cold brew, but emphasizes that with each step of growth, the company is taking their time to ensure customers get the same high-quality experience with every product they serve, regardless of store location or time of day.

Thoughtful planning, careful growth

It’s clear that Ella Cafe is on a mission to maintain quality and consistency. From crafting food and beverage items with carefully selected ingredients to providing a community atmosphere that encourages long chats with friends, their recipe for success boils down to a fulfilling guest experience. Aside from the original location in Plantation, Ella Cafe has two stores inside Miami’s Hard Rock Stadium, a new store opening up in Davie, and has established itself as a recognizable brand in the South Florida community.

Perera intends to deliver the signature Ella experience to each and every guest, especially during expansion and franchising:

We’re going to take [growth] very slow because of our demand for consistency. Being consistent across the business is not an easy thing to replicate. And so we want to make sure that we do this slowly, matter-of-factly, and still deliver the same results that our customers expect from us every time. – Anthony Perera,  CEO of Ella Coffee Company

It’s clear that Perera honors what Gould has created while continuing to evolve this artisanal, coffee-forward brand. Ella Cafe is recognized as an alternative to the bigger chains – not a competitor. If Ella Cafe continues to embrace their niche in the market, they’ll also continue to be the ultimate destination for an intimately human coffee experience.

Oracle Sets the Stage for Hotels, Placing a Spotlight on Technology

Insights

GEM Journal speaks with Oracle Hospitality Senior Director Luis Weir about his vision for the industry’s future.

Oracle Hospitality connects property management, point of sale, and analytics so hotels can make the most out of guest services. Luis Weir, head of strategy and Application Programming Interface integrations at Oracle Hospitality, takes great pride in his company’s achievements.

He’s even more excited about their future potential.

In a recent article, GEM Journal Today explores the use of APIs in the hotel industry, and how companies like PolyAPI are enhancing guest management. When applications talk to each other with the power of artificial intelligence, the streamlining and customization possibilities are endless.

Weir spoke with us about Oracle’s place in the technology race and where he sees the industry heading in the face of advancing technology.

How does Oracle Hospitality streamline operations?

When it comes to getting everything in one place, hotels can count on Oracle Hospitality.

“We offer a unified platform that is fully integrated and capable of supporting every hotel function from office, reservations, call center distribution, connectivity, point of sales, event management and integration, you name it, our suite offers all these capabilities – and within a single platform,” Weir says.

They help organize and deliver data so staff stays connected and informed.

Normally, in order to pull off all of this service management in one place, you’d have to “cherry pick” and then struggle to keep programs communicating with each other smoothly. Now with Oracle, every software and application can work together seamlessly, making life easier for employees and guests.

Weir explains that “because we have it all integrated out of the box, that makes our proposition very, very unique. And very, very comprehensive.”

How widely is Oracle Hospitality used in the hotel industry?

Oracle Hospitality works with a wide range of properties, ranging from budget hotels to casinos to luxury resorts. What is that in numbers? Well, they manage more than 4.8 million hotel rooms. That’s a lot of fresh towels.

And a good portion of those are heading towards the Cloud.

“We manage currently some 40,000 hotels worldwide, out of which over 5,000 of those hotels are already in the cloud offering,” Weir says. “And we have a pipeline of about 10,000 more going to the cloud system very soon. Cloud adoption is really rocketing.”

Generative AI models take an already fast and secure cloud system to another level.

Weir points out that a lot of major technological advancements are happening in the Oracle Cloud Infrastructure (OCI). With artificial intelligence becoming more prominent in many industries, Weir confirms that OCI can “empower [hotels] to take advantage of the latest and greatest advancements.”

What is the most important benefit technology can provide employees and guests?

Functioning a lean staff is nothing new to the hotel industry. Hopefully, technology can help.

A survey from the American Hotel & Lodging Association – an industry trade group comprising thousands of hospitality companies – reveals that 8 in 10 hotels “experience staffing shortages.” With rising quit rates in an industry that can’t retain their workforce, technology like the services Oracle provides can keep operations running smoothly.

Weir is aware of the problem, and he says it’s a big one.

“Hotels are having to do more with less. So any technology that enables their staff to do more with less, is going to be very, very valuable for the hotel,” he says. “There has to be an investment in technology. The hotels are looking for technology that can actually deliver automation. API has become a crucial play here. Because if you have API’s to automate stuff, then that gives you the opportunity to look at your processes and optimize.”

Weir refers to the technology guests access from their phones and computers, and oftentimes this guest-facing technology is more streamlined than what employees have access to. He also observes that AI-powered plugins are becoming the new search engine, and hotels need to keep up with the speed their guests expect.

Weir says to “offer experiences that are integrated with the technology.”

He also places importance on integrating new API advancements and advanced generative AI – like that found in OCI – with cell phone applications in order to keep up with the technological Joneses: “It’s super important [with] mobile phones. It’s a no brainer, right?”

Absolutely right. Cell phones are an essential part of the searching, booking, and overall experience during a guest’s stay, especially since the COVID-19 pandemic. They must be considered in every part of a hotel’s technological advancement.

Where does hospitality go from here?

AI has taken the world by storm. That goes the same for hotels.

“In the cloud world, generative AI is a revolution,” Weir states. “It can fundamentally change everything.”

Companies like PolyAPI (offered in the Oracle Cloud Marketplace) give hotels the ability to create AI plugins of their own. Aside from providing a personalized experience like no other, one day hotels may no longer have to rely on third-party booking companies, meaning no more referral fees.

Weir confirms this theory: “You can see that KAYAK and Expedia are amongst the most popular plugins… So that means that people are using this type of technology for travel. This matters a lot.”

APIs are changing the game, allowing programs to talk to each other and boost not only existing User Interfaces but also behind-the-scenes flow. Employees get the specific information they need, guests get the services they want, and data is shared in a safe and fast way that blows the old system out of the water.

People like Weir are on top of their game, and he says Oracle is more than keeping up with the fast-paced times.

“In this space that is moving so fast, we are taking serious steps to not be left behind,” he promises. “We are going ahead in order to power a revolution, not to play catch up.”

Oracle Hospitality will surely continue to embrace the technological revolution, and other companies should follow suit.

Guztavo Sanchez and team at Hotel B Unique in Cozumel, Mexico.

Gustavo’s Secrets to Leadership and Service Excellence

People

“A good leader never forgets where they came from. That way they can always lead anyone in a lower position.”

Gustavo Sanchez started in an entry-level position. He now manages a team of 40 people.

But like a coach of soccer, his favorite sport, Sanchez learned to lead. The Director of Food and Beverage for Hotel B Unique in Cozumel, Mexico tells GEM Journal how he learned to coach a team. His secret to success is a culmination of lessons learned from nearly two decades of working from the bottom to the top.

“The secret is starting off in a lower position,” Sanchez tells GEM Journal. “Knowing how people feel from the waiters to the kitchen staff in the back. You need to understand their worldview.”

From left to right: Roberta Nedry, president of GEM Journal and Guztavo Sanchez, Director of Food and Beverage for Hotel B Unique.
From left to right: Roberta Nedry, president of GEM Journal and Guztavo Sanchez, Director of Food and Beverage for Hotel B Unique.

Understanding the ins and outs of every position helps him better understand his employees. Because as he says, people are what makes good hospitality.

Below is a breakdown of Sanchez’s top-secret game plan.

A hands-on approach

Sanchez starts every day at 9 a.m. He likes to knock out paperwork and emails early, so he can focus more time on the floor with his team.

He gathers the team together for a meeting before the bar and restaurant open.

“We go over what happened in the previous shift,” Sanchez. “Then we get everything in the bar and kitchen stocked.”

Going over previous shifts gives Sanchez and his team a better idea of the problems they encountered. History has a tendency of repeating itself in the hospitality industry. So identifying those issues early on helps set a game plan for the next time.

A coconut cocktail, mixed and served by Sanchez.
A coconut cocktail, mixed and served by Sanchez.

It’s a hands-on meeting for Sanchez. Hotel B Unique is known for its unique mixology. The drinks require fresh, locally-sourced, hand-squeezed juices.

The cocktails are an important part of the company culture. That lead to Sanchez’s next step in the recipe.

Teach the company mission

During his tenure, Sanchez has learned the importance of educating his team on the mission of the company. If that’s to have the freshest juice for cocktails to enjoy with a tropical view, then the staff needs to learn that laidback vibe while on the clock.

Bringing guests an experience unique to Cozumel, Mexico matters. Even if the staff is short a sous chef and stress is at an all-time high in the kitchen, servers need to keep their cool on the floor. This mindset and working philosophy start with leadership and trickles down to every staff member.

“People make the decision to work here. Once they make the commitment, it’s up to me to train them,” Sanchez says. “We have a lot of guests from other countries, new to here in Mexico. We have to be experts in that Mexican experience. It’s up to us to answer our guests’ questions on the country – and truly bring an authentic experience.”

Motivational notes to staff and guests from Sanchez and team at Hotel B Unique.
Motivational notes to staff and guests from Sanchez and team at Hotel B Unique.

Leadership and compassion go hand-in-hand for Sanchez. He teaches his team soft skills focused on communication. Anyone can learn to cook and make drinks. To him, a true talent in hospitality comes down to communication skills.

Sanchez’s biggest advice to serving staff: Always make eye contact; always show you authentically care.

There are times when staff members have to move on for various reasons. Some may leave due to conflicts of interest, but others we’re simply filling a void between the next step in their careers. When that happens, Sanchez feels it’s important to learn how they felt about the working experience.

“We don’t just interview the staff when they get the job – we do an exit interview, as well,” Sanchez says. “It’s important to find out what they believe guests enjoy about the experience most. You know, we work with our hands. But really, in this business, we work with our hearts.”

5 Unique Holiday Customs Inspire Ways to Stand Out

Best and Worst Practices

The holidays are fast approaching, and there’s no better time to give guests an experience they’ll never forget.

It’s easy to get stuck in a holiday rut. We reuse the same decorations, repeat the same events, and remake the same recipes. Holidays are considered a time we spend doing things we’ve always done in the way we’ve always done them.

It’s time to shake things up by looking at customs from around the world.

Different cultures celebrate the holidays so diversely – sometimes in ways you’d never expect. By learning from others around the world, you can serve fun surprises with your hot cocoa this year, giving guests a holiday experience they’ll be talking about for years to come.

Get a fresh take on the holidays from these five eccentric international traditions:

1. Night of the Radishes

How It Works: In Mexico, the city of Oaxaca celebrates La Noche de Rabanos, or, the Night of the Radishes. It’s an eccentric celebration of art and – you guessed it – radishes that takes place on December 23rd. Artists carve beautiful designs into radishes, similar to pumpkin carving at Halloween. These scenes depict all aspects of local life and bring business to the markets.

Bright Idea: Take arts and crafts to a whole new level. Hold events that bring out the inner artisans in guests, from candle making to painting to carving odd fruits and vegetables, crafting doesn’t have to be what it always is. Ask staff to judge for an interactive element. A prize for the winner can include a gift card to the restaurant or a free one-night stay for the family.

2. The Mari Lwyd

How It Works: This Welsh winter tradition involves decorating a dead horse’s skull with sheets and ribbons, attaching it to a pole, and parading it around town. For real. It then arrives at families’ homes and those controlling it sing insults, the goal being to enter. The family inside sings insults back, and the playful battle continues until Mari, or Grey Mare, enters the home bringing in good fortune for the year.

Bright Idea: Although the dead horse thing is kind of morbid, it’s a good reminder to include animals in the holidays. Guests with pets will feel special when these family members are included in the festivities. Holiday pet costume contests or even outdoor dining specials with canine treats can bring a whole new level of togetherness for the season.

3. Roller-Skate to Christmas

How It Works: This Venezuelan event involves toes, churches and rollerskates. People in Caracas transform transportation by skating to Christmas mass. As they skate, commuters tug on the ends of strings, alerting children tied to the other end through their bedroom windows that Christmas Day has arrived. Streets are closed so the skaters can travel safely.

Bright Idea: Involve a physical activity in holiday plans. Exercise, like swimming in warmer climates, brings people together while doing something to balance out the sweets and treats (Santas in bathing suits create the best photo ops). Clear out space for a dance-off and give a trophy to the last ones standing, or organize a run for charity. Help remind everyone what the holidays are really about while making a mark in your local community.

4. Holiday Beach Party

How It Works: Speaking of swimming Santas, beach parties provide relief from winter drudgery, even in colder climates. Australia takes advantage of their sandy shores and summery winter weather with water sports and oceanside events. And of course, surfing Santas. Other climates also utilize their access to the ocean and put on similar events that locals and tourists alike look forward to year after year.

Bright Idea: If you’re near the sea, then you already have a leg up on the competition. It’s easy to accent the landscape around and host activities outside. Decorate for a beach-themed party and serve island-inspired cuisine to give guests a break from the cold. Tropical climates should also be utilized in every way possible. They’re often ignored during the holiday season.

5. The Giving Witch

How It Works: La Befana works her magic in Italy, giving gifts to children as she eats up the plates of sausage and broccoli left for her in lieu of the traditional milk and cookies. Folklore tells us she visits on January 5th, the eve of the Epiphany. Her origin story also reveals she was invited to join the three wise men on their legendary journey, but La Befana declined. Filled with regret about the decision, she now flies around visiting children to compensate.

Bright Idea: This Italian custom, along with Three Kings Day and other holidays that extend the winter celebrations, remind us to keep the feeling going. January smacks people in the face with discipline and a sense of making up for our December fun. But it doesn’t have to be this way. Keep the holiday spirit flowing and highlight January traditions from around the world that keep guests in the holiday mindset.

Trying something new can entice guests to go on an unforgettable adventure.

It’s time to take a break from the snowmen and ugly sweaters. Take a page from these amazingly creative cultural customs to kickstart a holiday season that builds excitement and buzz. It will undoubtedly create extraordinary memories that will keep guests guessing what you’ll be up to next year.

How One Simple Greeting can Lead to Life-Long Customers

People

GEM Journal sits down for a Q and A with a hotelier to learn her secret sauce to great guest communication.

Elaine Fitzgerald understands the importance of saying hello.

The owner of Beach Vacation Rentals in South Florida offers tourists and business travelers short-term cottage and apartment rentals at five top-rated boutique properties, Fitzgerald goes out of her way to greet each guest personally, often waiting for them as they arrive.

We asked Elaine why the personal simple word “hello” is so important. Here’s what she had to tell us…

GEM: You greet each guest personally either face-to-face or by phone. Why is that important?

Elaine: We do not have a traditional check-in because each of my properties is too small to have an office on site. So, I like to make sure our guests get in okay, have their questions answered, and receive a bit of information about their apartment and the local area.

GEM: How do you greet guests? Is there a process you go through, or specific questions that you ask?

Elaine: We do not have a traditional check-in because each of my properties is too small to have an office on site. So, I like to make sure our guests get in okay, have their questions answered, and receive a bit of information about their apartment and the local area.

We send a confirmation letter our guests which asks that they call me when they land at the airport, or when they are an hour away if they are driving here. That gives me the heads up to meet them at the property.

(From right to left) Elaine Fitzgerald shakes hands with a guest.

Remember the old Fantasy Island TV show when the gracious resort manager awaits new guests on the pier and little Tattoo cries out “de plane, de plane” when he sees the seaplane arriving? It just seems like such a warm welcome that I like to imitate.

I show guests around their cottage, noting certain provided supplies that they do not have to go out and buy. I let them know how things work, where the laundry room is located, and directions to the best grocery store and access to the beach.

I point out information in our guest books and suggest highlights if they have never been to our area. In all, I spend about 15 to 30 minutes with our arriving guests, depending on how much information they would like. It saves them precious vacation time to skip their own research and go.

The Must Dos:

For Fitzgerald, our Hospitality Hero, to provide exceptional hospitality excellence a business must:

  • Make it personal: greet guests personally
  • Tell ’em how things work: orient guests to your business/organization to save them time
  • Keep it simple: tell guests what they need to know
  • Go the extra mile: it’s the only way to create the best guest experience possible

GEM: What impact does the personal “Hello” have on your guests? experiences?

Elaine: The personal “hello” makes guests feel important, which they are. But it is also rather self-serving for me. Guests who are greeted personally tend to become repeat guests more often. And on the rare occasion that something goes wrong during their stay, they are much more understanding and the situation is more easily rectified. Finally, the greeting is an “insurance policy” to help protect my property. When we develop a good rapport and the guests see how nicely everything is kept, they tend do everything they can to keep it just as nice.

GEM: Do you find that guests appreciate that the owner of the property is greeting them?

Elaine: Most guests love to be greeted, but some wonder why it’s necessary. I tell them I just like to make sure they get in okay since there is no office on site. When I keep it simple, they are extremely appreciative and happy to start their stay after I spend just a little time with them. I also provide two cell phone numbers in their confirmation letter in the unlikely event they have trouble getting in.

GEM: How important is a first impression of cleanliness when guests check in?

Elaine: Safety and cleanliness are always the top priorities. A lot can be forgiven so long as a place is very clean. Most of us would prefer an aging hotel room that is spotless and smells good, to an upscale room with leftover cigarette smell and soap scum on the shower liner.

It takes a 100-percent perfect score from intense annual surprise inspections to win the Superior Small Lodging Association’s White Glove award. It’s a credit to my incredible maintenance and housekeeping staff who all have the mindset of going the extra mile to consistently receive this award.

Know someone who would make a great Hospitality Hero? Send us their name for possible use in an upcoming issue and your contact information. Email us at: info@HospitalityExcellence.com