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We’ve Moved!

March 23, 2010

It’s been so much fun launching our new blog at WisconsinInnkeepersAssociation.Wordpress.com, but we’ve decided it’s time to head home!

Click on over & check us out at MemberBlog.WisconsinLodging.org for all the same great news & info on all things relating to Wisconsin’s Lodging Industry, the Wisconsin Innkeepers Association (WIA) & the American Hotel & Lodging Association (AHLA)

We’ll keep this blog as is, but all of the previous posts can also be found at the new Blog site as well… We invite you to stop by and check out our new digs – and of course tell us what you think about the whole thing!

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Free Webcast: Demystifying Social Media Measurement

March 22, 2010

Presented by the American Marketing Association:
DATE: Thursday, March 25, 2010
TIME: 12:00 pm CT
PRESENTERS:
John Lovett, Senior Partner, Web Analytics Demystified
Alli Libb, Moderator, American Marketing Association

DETAILS:
“The social media frenzy is escalating as millions of consumers flock to sites like Facebook, Twitter, YouTube and Flickr to find their social media fix. Now marketers seek out customers in these new channels with an estimated 86% that plan to increase their investments in social media activity this year. However, among these marketers, a staggering number are failing to measure the effects of their efforts. Yet, dollars are flowing from traditional marketing activities to social media methods. Now more than ever it’s imperative to measure the results of social media marketing.

Join John Lovett, an expert from Web Analytics Demystified as he strips away the hype of social media and apply proven measurement practices. In this session you’ll learn how to:

  • Identify the focal point for measuring social media activity
  • Align strategic measurement with business objectives
  • Create Key Performance Indicators for social media measurement
  • Recognize metrics that offer insight into your customers social activity
  • Use a framework for truly understanding social media marketing”

Click here to learn more & register.

The WIA does not endorse either the AMA or Web Analytics Demystified, nor any of their seminars, materials, or information, and will not be held accountable for any such representations. The information above is simply provided as a courtesy to our members.

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Online Reviews: To Respond or Not Respond?

March 18, 2010

Back in July of 2009 we did a post called “Good Tips for Bad Reviews“. One of our most popular topics, we still often take inquiries from members suddenly facing negative guest reviews online. We already know that, no matter how hard we try, we can’t please all the people all the time & bad days happen…

So, here’s my question:
Do you have a strategy for handling guest feedback in person, over the phone, or in writing to your establishment AND do you have a plan for dealing with these same type of comments when made online?

If you answered no, why not?

Conversations about your place are happening, whether you’re part of them or not.  So, in the spirit of encouraging you to be an active participant in those discussions, we’ve pulled together three more articles worth checking out:

  1. Join the conversation about your business (from May, 09)
  2. Responding to the good, the bad and the ugly (February, 2010)
  3. SmartBrief on: How to handle customer comments (March, 2010)

Finally, this article was originally included in our first post, but I wanted to highlight it one more time because it details a PROACTIVE approach to online guest feedback: Beating negative hotel reviews: An action plan for proactive reputation management.

It’s your turn for feedback – let us have it in the comments section below!

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Free audio conference on Confidentiality & Force Majeure

March 16, 2010

The Rudner Law Offices is proud to continue its series of no-cost educational audioconferences exclusively for hotel, resort and conference center salespeople.

DETAILS:
Confidentiality Clauses, Force Majeure and other Clauses that can go Wrong
March 18, 3:00 pm CST

Discussion: “On March 3, 2010, a confidential Republican party fundraising presentation was obtained by Politico.com, and the revelation of its contents proved to be highly embarrassing for the Republican National Committee. The 72-page document was obtained by a Democrat, “who said a hard copy had been left in the hotel” which was hosting the $2,500-a-head retreat. The story can be found at
http://www.politico.com/news/stories/0310/33866.html#ixzz0iHMkuYLD . What would have happened if the contract for the meeting had contained the type of condidentiality clause common in many addenda, and the event had occurred at your hotel?

On June 10, 2005, the New York Times reported that Johnson & Johnson negotiated with the FDA to keep a lucrative drug on the market and to weaken potential warnings, even amid growing reports of deaths and heart problems by patients taking the drug. The story is at http://money.cnn.com/2005/06/10/news/fortune500/jnj_propulsid/ . On that report, J&J stock dropped 25 cents, which (when multiplied by the 5,248,400 shares in the company) represent a loss in value of $1,312,100. The New York Times obtained the documents, which had been filed under seal with a court – which means no one was to see them. What if the documents had been obtained by the New York Times during a meeting at your hotel? Would you be prepared to pay a damage claim of $1,312,000 based on a violation of the confidentiality clause?

On February 11, 2010, the Governor of the State of Nevada issued an order which purports to bar travel by state employees. It ordered all departments to “eliminate all travel that is not related to the core mission of performing the job, health, life and safety of the employee or the public.” This order is similar to others issued by other governors. If a Nevada state agency is meeting at your hotel, is that a government regulation covered by a force majeure clause?

During this seminar, we will address Confidentiality and Force Majeure Issues and other commonly requested clauses which often go dangerously wrong. ”

TO REGISTER FOR THE SEMINAR:
Please send an email to rudner@hotellawyers.com no later than 24 hours prior to the seminar. Identify the name and email address of each person who will join in on the call (salespeople at the same location must listen together by speaker phone), and the property at which each participant is currently employed. If you have a question which you want to have anonymously addressed during the seminar on ANY subject regarding group sales contracts, please submit that question at the time of your registration.
The day before the seminar you will be sent an email which will provide the toll-free telephone number for you to call in on to join the seminar, as well as a required code number you will need to join the seminar

There is no charge for participation in the audioconference.

The WIA does not endorse Rudner Law Offices nor any of their seminars, materials, or information, and will not be held accountable for any such representations. The information above is simply provided as a courtesy to our members.

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New Revenue Management Text Now Available

March 1, 2010

Click on the image above to order the text from the AH&LA Educational Institute.

Need help with your AH&LA ID Number or not sure if you’re an AH&LA Member?  Contact Denise in the WIA office for assistance.

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WisconsINN Getaways email marketing program

February 16, 2010

With more than 3,500 subscribers, the WisconsINN Getaways email marketing program allows members to reach out to travelers interested in specials and deals for a low investment cost of only $65/ month. Sent the first of every month, the WisconsINN Getaways email blast includes up to ten different WIA member properties promoting a special package, price, bundle or giveaway.

In addition, each month subscribers are eligible to win a free night at a WIA member property as well. To see an online version of the email blast, click here or contact Bill in the WIA office to see the full email blast.

Interested in learning more, including how to participate for free? Email Bill or call the WIA office at (262) 782-2851.

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2010 AH&LA Legislative Action Summit

February 15, 2010

The WIA is once again heading to Washington D.C. for the 2010 AH&LA Legislative Action Summit:

March 15-16, 2010
J.W. Marriott Hotel
Washington, DC

From AH&LA:

“This is your chance to visit your Senators and Representative and let them know your opinion on pending legislation. There is no better opportunity for hoteliers to come make a big difference on the legislation that matter most to you in 2009 and 2010: economic recovery, health care, card check, and travel.

At the 2010 LAS, you will gain insights from lawmakers and top industry executives on how impending legislation will impact your business decisions. LAS’s Industry CEO panel will feature an in-depth discussion on issues from these top industry leaders:

• Jim Abrahamson, President, The Americas, InterContinental Hotels Group
• Steve Joyce, CEO, Choice Hotels International
• David Kong, President & CEO, Best Western International Inc.
• Christopher Nassetta, President & CEO, Hilton Hotels Corporation

With the economy, health care, and card check legislation on the table during the 2010 election year, Congress needs to hear your point of view.”

Click to see the full schedule, accommodation information, or to register now.

For more information on WIA’s scheduled appointments or to join the Wisconsin delegation, please contact the WIA office. In 2009, five WIA members made the trip on behalf of Wisconsin’s lodging industry. Can we get an even stronger showing this year?