October 2010

Cover Story:

Omni Carves out Innovative Luxury Niche with Technology

Abigail A. Lorden, Editor-in-Chief

In taking home J.D. Power and Associates' top honors in guest satisfaction in 2010, the 45-unit Omni Hotels & Resorts is solidifying its place as a leader in the upscale pack. Richard Tudgay, Omni's VP of technology, reveals how technology has helped the hotel chain make a name for itself in this competitive segment, and even carve out its own unique niche: "innovative luxury."


Self Service in Up-scale

Abigail A. Lorden, Editor-in-Chief

Omni's approach to self-service check-ins is a great example of how self-service can migrate into environments that demand "high-touch," and also reminds us that self-service continues to expand.

Speed & Service:

Hey Facebook, Show Me the ROI

Christina Volpe, Associate Editor

Social networking use in hospitality may be catching on, but many hotels and restaurants still aren't cashing-in. The ones that are have shared insights in how to leverage virtual gifts, real reservations, and souped-up loyalty programs to tie ROI into their social networking initiatives.

In-Room Advantage:

Four Ways to Better Climate Control

Tim Clark, Contributing Editor

Energy management systems can not only help hotel to realize significant cost savings, but they can provide guests with seamless customer service and comfort options. Executives from Sheraton, Mandarin Oriental and La Quinta Inns & Suites share their energy management best practices.

Killer Apps:

Hard 'Rockin' the Customer Experience

Joe Tenczar, Sr. Director of IT, Hard Rock International

Hard Rock Cafe heightens the customer experience by bringing its collection of music memorabilia to life across multiple locations thanks to a multi-touch monitor and application for a single person, called RockWall Solo.

Last Words:

Business vs. Leisure Travelers: What Makes them Book?

Cihan Cobanoglu

Do business travelers look for different amenities than vacationers? Findings from a University of Delaware study say yes, and that it impacts guests' decisions to return.

Vantage Point:

The Rise of Technology-Based Hospitality Brands

Glenn Withiam, Director of Publications, Cornell Center for Hospitality Research

A Cornell University study finds that not only does technology help hotels and restaurants to extend their concept, but often technology is the concept. Here are just a few examples.


2017 Multi-Unit Restaurant Technology Executive Summit