Bill Geist's Zeitgeist

Smiles All Around

Walking back to my hotel after an early morning presentation to the Rockford Area CVB Board, I came upon a corner that made me smile (click image to enlarge). 

It was the stone in front of the Rockford Park District that read "Webbs Norman Center." Along with former CVB CEO Wendy Perks Fisher, Webbs was one of the early national visionaries that saw the potential in Sports Tourism almost 40 years ago. It was their early partnership that set into motion the transformation of Rockford Tourism. This video offers a glimpse of that relationship.

My smile grew larger when I noticed that the street in front of the Webbs Norman Center has been renamed Tim Dimke Drive...as Tim and his crew took Webbs' and Wendy's vision and expanded it even further with current RACVB CEO John Groh.

As I ducked into the sensational riverfront Embassy Suites Hotel for a quick bite before heading out, I had to smile again because I heard joy and laughter coming out of the kitchen...and that's a sound we've all missed over the past few years. But, there it was...and, as I surveyed my fellow diners, I could see how infectious it was for all of us.

And, that's just damn good management...the kind that empowers employees to have fun, please the guest and take incredible pride in their work.

Thanks Rockford...let's see if my next stop continues the streak.

New on DMOU: Embracing the Night Time Economy

A lot of attention is paid to the 6a to 6p economy...but that has been a disservice to its 6p to 6a sister of the night. 24 Hour Dallas intends to change that...and we talk with the organization's Coordinator, Bryan Tony, on the most recently released episode of the DMOU Podcast.

Chick here to listen...or find us on your favorite podcast platform.

Time to Get Back to Work

Now that the mid-terms are (mostly) over, it's time to get back to work.

Hopefully, as a DMO pro, you've already built at least a cursory relationship with your Federal and State delegations (something that should have been in play for all candidates over the past few months so that you're ready to roll regardless of the victor). 

And, top of the docket for the Tourism and Hospitality industry right now is the bi-partisan House Resolution 9231...the Service Worker Economic Stabilization Act, designed to remove disincentives in the present tax code that discourage companies from spending on in-person meetings and business travel.

According to Tourism Economics, the bill would increase revenue at travel businesses that offer food or entertainment services by about $70.4 BILLION over the next two years, many of which are small businesses.

You know what to do...call or write your Senators and Representatives now.

 

Isolation

The companies that have withdrawn from Russian engagement continues to grow. McDonalds (which will result in a $50 million loss in revenue per month) is one of the most notable to say nyet.

But, it isn't just shutting off commerce in an effort to encourage Russian leadership to stop this wanton act of aggression and disregard for human life. It's shutting off services...which Destinations International has just done by termination of the membership of the St. Petersburg Convention Bureau.

Along with the announcement, DI also offered a link to a non-profit organization led by D.C. chef, José Andrés, that
has been on the ground in Ukraine feeding displaced people since the outbreak of violence.

Please join DMOproz in supporting this vital lifeline for so many.

Preparing the Next Generation of Hospitality Professionals

In our work with Destination Marketing Organizations across the nation since that first glimmer of comeback hope over a year ago, there has been one word on virtually everybody's lips: Workforce.

Or, more accurately, the severe, debilitating lack of it. And, a hundred different ways we've pondered how to emerge on the other side full-staffed. But, the problem is so monumental and pervasive...where to start?

Alabama announced a bold plan last week at their annual Conference on Tourism: $1 million to prepare the next generation of hospitality professionals. The program will allow students to train online through the State's 24-campus two-year college system, making the program accessible to virtually all citizens 16 and older, according to State Tourism Director Lee Sentell.

Bravo 'Bama. Looking forward to your lead!

 

The Customer is Often Wrong

Years ago, when we included Customer Service presentations in our speaking offerings to Tourism Conferences, I would share my contention that the customer was not always right. Debunking the commonly held maxim, I would intone that the customer was often wrong...and not just wrong but disrespectful, condescending and rude. That was in the late 1990s...decades before what we are experiencing today.

Yesterday, we shared results from a Longwood International study that indicates 80% of travelers expect equal or higher levels of customer service as we emerge from COVID. 

Our friend Cole Carley forwarded a chilling story from the Wall Street Journal that may well shine a light on why so many hospitality workers have so far refused to return, even in response to higher wages and signing bonuses. According to Black Box Intelligence, 60% of restaurant workers say they had suffered from emotional abuse and disrespect from customers.

Our mommas taught us better. And, for those whose parenting was somehow lacking, it's up to hospitality managers to escort anyone disrespecting or badgering staff to the door. No exceptions.

The customer is not always right.

 

Reimagine a Floor?

Many restaurants that have managed to remain open for the past year are hanging on by a thread, praying for the weather for outdoor dining to return, government restrictions to relax and consumer fear to subside. 

I'm not sure how I missed this piece by Laurie Jo Miller Farr that ran last month in The Travel Vertical, but the concept of restaurants and hotels partnering at a high level is brilliant. As she opined: "Urban hotels are removing beds, dressers, nightstands from hotel suites and re-furnishing them as private dining rooms. Limiting interaction with others, there’s a waiter to serve plated meals from a nearby restaurant and some of the guests are opting for an overnight stay. Aimed at a local targeted audience, why not?"

If you missed the story too, catch it here. This could be the bridge to Summer.

Image Credit: Le Crocodile in Brooklyn

Ghost Hotel Kitchens

We talked about Ghost Kitchens last Fall...those restaurant and food truck operations that pivoted during the pandemic in an effort to keep people employed. These entrepreneurs flipped their then underperforming kitchens to provide other culinary genres for take-out and delivery (thus "ghosts"). Imagine a Mexican place also doing pizza under a different name. Or Italian. Or...anything.

So why not apply the same concept to hotels? Those that have maintained food service operations typically do so as a loss leader (it doesn't directly make money but is central to the hotel's overall appeal...and, thus, profitability). 

These kitchens typically sit empty at lunch. Why not target those local businesses that still have employees working on site to provide lunch delivery?

Check out this recent article from Skift for more inspiration.

And, it took a pandemic to realize what an opportunity this has always been, sitting right in front of our eyes?

Oy.

Missing a Market?

As Americans over 65 are increasingly in line for their vaccinations across the country, one could make the case that they may be the first back out on the road.

Indeed, TravelAbility's Jake Steinman said as much in an article he posted earlier this week, adding that this cohort is also sitting on 70% of this nation's discretionary spending power. They're also more likely to require special accessibility features in hotels, restaurants and attractions.

Sounds like a perfect time to start re-imagining how we all serve this growing market. To get you motivated, check out our conversations with Jake, Greater Lansing's Julie Pingston and Visit Mesa's Marc Garcia on DMOU podcasts.

The Chilling View from the Cliff

I'm sure that our political leaders believe this is all a case of Chicken Little. And sadly, they likely believe the data coming from the American Hotel & Lodging Association (AHLA) is being manipulated to paint a darker picture than reality warrants. Of course, that begs the question: If the AHLA isn't surveying its members, who would? 

The latest intel is scary as shit. 71% of hotels will be forced to shutter in the next 6 months without immediate assistance from local, State and Federal governments. I'm quite sure that the release of the vaccine is causing our elected officials to believe that they've dodged a bullet. Surely, impacted businesses can hold on until Spring, they likely think.

No. Every day that this industry is forced to wait is a death warrant for some of those 71%. The study shows that 71% will fail by June...but how many will close in January and February, typically the slowest occupancy months of the year in North America? 20%? 25%? 

And how many restaurants and retailers, hoping against hope that they'll score enough revenue over the Holidays will wake up on New Year's Day and say "we're out?"

If action doesn't come swiftly, I wonder how many elected officials will have challengers in the next election that have lost everything because of our government's ham-handed response to the virus, have a compelling story to tell and knowledge of what it takes to make an economy hum...and will kick their uncaring partisan asses to the curb.

While it's the last thing I want to see...we'll likely all be better off in that scenario.