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  • Countdown to Opportunity: The Club & Hotel Controllers Conference 2018

    Written By: Laura Resco, official event guest blogger for the HFTP Club and Hotel Controllers Conference 2018 - One of the most important jobs of a graduate student is to produce original research that furthers the existing knowledge within an industry.

  • Primary Club Metrics

    Survey results identify which metrics are most often used to determine performance. By Agnes DeFranco, Ed.D., CHAE; Tanya Venegas, MBA, MHM, CHIA; and Amanda Belarmino

  • Controllers, Drive Your Professional Development: Attend CHCC 2018

    Club and hotel controllers: Do not miss the opportunity to get behind the wheel and take control of your own professional development. The Club and Hotel Controllers Conference (CHCC) — co-located with the world’s largest hospitality technology show HITEC® Houston at the George R.

  • Job Description Template: Club Accounting Positions

    The HFTP Americas Research Center has developed example job descriptions for club accounting positions. The process involved reviewing sample job descriptions, and compiling the information into standardized job descriptions.


Concierge services will change beyond recognition

Click by·17 July 2018
The Property Management System industry has been growing at a rapid pace ever since the first hotel reservation system was created back in 1947 – a machine that could instantly confirm a guest’s stay.

Future of travel payments: human microchip implants

Click by·17 July 2018
It doesn’t seem that long ago that paying for a holiday on a desktop computer was the peak of hi-tech cleverness. Then smartphones, Apple Pay and wearables came along, making all that came before it look positively antiquated.

What the demise of Club 18-30 can teach us

Click by· 9 July 2018
It was an announcement that marked the end of an (uncommonly thirsty) era. In May, the Thomas Cook Group, a giant of the British travel industry, announced its intention “to discontinue the UK market’s Club 18-30 holiday brand after Summer 2018, as a result of the continued strategic review of our differentiated holiday offer”.

2018 FIFA World Cup: seizing the tourism opportunity

Click by· 6 July 2018
Major sporting events like the World Cup can be big business for a nation, with increased investment and a rise in tourism. Click. explores how hotels and other properties can reach their full potential when basking in the world’s spotlight.

Maximising revenue with the right channel mix

Click by· 3 July 2018
Your product might be the best in your location and your rates competitive, but the success of any hotel is dictated by having the right distribution strategy in place.

Evolution of online payments

Click by· 2 July 2018
The world of online payments is undergoing a rapid transformation. Whereas once customers had scant options – primarily credit cards and bank transfers – to make bookings over the internet, they now have an ever-expanding choice of 21st-century technology, from PayPal to MobilePay.

Podcast: #1 - Spotlight on: pet friendly travel to dealing with no shows

Click by·21 June 2018
Introducing the Click. Podcast – perfect for staying up to date while you’re on the go. Episode 1 is a round-up of some of our most popular articles in audio format. But that’s not all. We’re busy working on forthcoming episodes that will include exclusive interviews with industry experts, so subscribe below to stay tuned. Enjoy!

Spotlight on: the unstoppable rise of Chinese tourism

Click by·19 June 2018
Here are some statistics to give you pause for thought. According to the United Nations World Tourism Organisation, China’s outbound tourism expenditure reached $261bn in 2016, an amount not only more than double that of any other country but a tenfold increase on the same figure from 2006. On a similarly gargantuan note, the CEO of Chinese travel agency Ctrip announced in September 2017 that international trips made by Chinese travellers had now created – directly and indirectly – up to 100 million jobs worldwide.

Creating a child-friendly experience for the school holidays

Click by·18 June 2018
Even if your hotel is normally a haven for romancing couples or a bustling hive of business people, you’ll probably be welcoming at least a few 5 to 18-year-olds this summer, so you might want to consider making some simple seasonal adjustments.

Tel Aviv: the next Silicon Valley?

Click by·12 June 2018
What makes Tel Aviv such a hub for travel tech startups? Click. explores how Israel has become a major centre for innovation.

Prioritising staff welfare in hospitality

Click by·12 June 2018
The hospitality industry is well known for being fast paced and at times stressful. Like other industries, it’s finally waking up to the importance of wellbeing and mental health. Click. investigates how hotels and properties can keep staff safe and motivated to provide the best service for guests.

Instant gratification is changing the way we deliver services

Click by· 5 June 2018
In a world where Facebook Messenger and WhatsApp are responsible for 60 billion messages daily, there is no doubt that messaging is thriving - often with the expectation of an instant response. Pepijn Rijvers, Chief Marketing Officer at, shares his thoughts on how this behaviour is changing service delivery

Securing last-minute bookings during peak season

Click by· 4 June 2018
Peak season in travel presents its own unique challenges. Click. explores why deep discounting may not always be the winning recipe to secure late bookings and how thinking outside the box is necessary to maximise revenue

Spotlight on: property management systems

Click by·23 May 2018
Whether you have a four-bedroom B&B or a 4,000 room resort, a property management system (PMS) is a fundamental part of your business. Click. explores the history of this industry, its advances and the challenges for hoteliers and other properties

How to measure guest satisfaction

Click by·22 May 2018
Hotel guests are influential advertisers these days, with the power to change online ratings at the tap of a button. With the results of the American Customer Satisfaction Index out last month, we look at how leading hotels try and guarantee happy guests

Standing out in an untouched market

Click by·15 May 2018
Standing out from the crowd in a prime destination is a challenge many hotels face. But breaking entirely new ground? Now that's a different story. Houston-based space tech company, Orion Span recently announced plans to open the world's first space hotel. But what does it take to shine bright?

What I wish I knew: going the extra mile for your guests

Click by·14 May 2018
Sudarshi Weerakoon runs Tunnel Gap Homestay in Ella, Sri Lanka. In 2017, when two guests arrived in a terrible state, she went beyond the call of duty to make their stay an unforgettable one. In fact, her dedication to hospitality earned her a nomination for a #BookingHero

Hospitality in arctic conditions

Click by· 8 May 2018
Logistically, you have to plan months ahead. We have deliveries via boat and air freight, but in the ‘dark season’ ships only arrive once or twice a month. If something needs to come in via air freight, cost and logistics become very important. In 2010 when Eyjafjallajökull volcano erupted in Iceland and flights were disrupted all over Europe, we had real problems; no fresh produce or milk for example. You become very creative in situations like that. When things returned to normal it was like a ‘Black Friday’ shopping bonanza, everyone went crazy. Two weeks ago, due to logistical issues, we had a delivery of vegetables, which got left outside too long and froze solid so weren’t usable any more. These things happen.

How to reduce property risk

Click by· 7 May 2018
From damaged buildings to security issues, running a property goes hand in hand with a wide range of risks – and mitigating them can seem like a fine art, particularly if you are just starting out in the industry. Owners and managers face challenges including property deterioration, theft and – in the worst cases – natural disasters and terrorism. Often, the issues encountered are simple wear and tear – but this can still be prevented by savvy proprietors. Sean Caulfield, Owner of villa rental outfit To Tuscany, believes that explaining how things work to guests will not only reduce the risk of breakages, but also enhance guest experience. He says: “Leave out house instructions in a variety of languages, so guests from all countries understand how to use the property equipment correctly. This will help prevent costly repairs while also ensuring guests enjoy a more seamless holiday.”

Spotlight on: pet-friendly travel

Click by· 2 May 2018
A recent survey by the American Hotel and Lodging Association (AHLA) found that 75% of its hotel members now allow pets, and similar statistics are true for many other destinations. A quick search on one major Online Travel Agency using its ‘pets allowed’ filtering option shows that in Paris, Rome, Bavaria in Germany, and Ontario in Canada, 30-60% of hotels accept pets. In Australia, Canada, New Zealand, Spain, the UK and USA, 40-75% of the population has a cat or dog, and many travellers specifically seek out hotels that allow pets.

Rise of the aparthotel

Click by· 1 May 2018
Set back from a pretty park near the waterfront in Southampton, UK, the new room2 ‘hometel’ is in a prime location. Right in the town centre, it’s an ideal base for business travellers, it’s close enough to the hospital to attract the contractors and consultants working for the NHS, and from its park-view rooms you can see the port from which cruise ships leave for New York, the Caribbean or the Med. It’s this location that will likely define the diversity of room2’s clientele when it opens in June 2018, and they’re prepared to cater to all.

In depth: the online travel revolution lowdown

Click by·24 April 2018
We’re in an online world. Mark Zuckerberg claimed last year that Facebook Messenger and WhatsApp were responsible for 60 billion messages daily. Postcards never had that sort of effect. The mammoth statistics don’t stop there, of course. We’re also travelling more than ever, helped in no small part by the digital revolution of the past 25 years. We check in online. We think nothing of pulling out a phone to check our whereabouts on a street map. We know in advance exactly what gripes recent customers have had at restaurants we’ve never been to.

What I wish I knew: being crowned the ultimate #BookingHero

Click by·23 April 2018
First impressions are always important, aren’t they? If I go somewhere and don’t receive a good welcome, it puts me off right away. So the first thing guests get from me is a smile, a handshake and an introduction. One of the things that has always been mentioned in reviews about my B&B is the warm welcome people receive, and the feeling that I go out of my way to help, that nothing is too much trouble. But you know what? If other B&Bs aren’t giving this level of service, they’re in the wrong business.

Exclusive: Simon Casson of Four Seasons reveals his golden rules

Click by·17 April 2018
Dubai-based Simon Casson, 50, is the President of Hotel Operations for Four Seasons in Europe, Middle East and Africa: not bad for a man who was told by his school career advisor that his only realistic job path was to join the army, and whose hotel career started by washing dishes aged 13

Spotlight on: dealing with no-shows

Click by·17 April 2018
No-shows are a trial all hoteliers have to face, whether you run a sprawling resort or a family-run guesthouse. Costly and frustrating, they can affect a company's bottom line, but there are ways to minimise them

How to transform your hotel restaurant into a destination

Click by·13 April 2018
The holy grail for many hoteliers is to create a restaurant that's so renowned, it's a draw for overnight guests. Liliana Anichiarico, Food and Beverage Director of Nobu Hotel Ibiza Bay, shares her tips on how to make your hotel restaurant a star attraction


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