Tag Archives: Steve Farzam

Eight Great Books For Hotel Managers

Today, companies in the hospitality industry sometimes face significant competition. Hotel managers help give their firms an edge by reading informative books about their field. As I’ve discussed in previous articles, it never hurts to become more educated in your field. Consider adding these eight excellent works to your business bookshelf soon:

  1. 100 Tips For Hoteliers by Peter Venison

New hotel owners and managers will appreciate this book! Many of these tips help prevent critical mistakes in operating a successful hotel.

  1. The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking And Practice by Michael C. Sturman, Jack B. Corgel, and Rohit Verma

Control business costs as you develop an international chain of hotels. This informative textbook offers insights into management issues for hoteliers around the world.

  1. 7 Easy Ways to Show Your Employees You Care by Jokima Hiller

This short booklet offers some great tips. Consider using some of these ideas to help make your employees feel appreciated. Raising morale enhances employee retention rates!

  1. Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company by J.W. “Bill” Marriott, Jr.

Both hoteliers and MBAs appreciate this well-written book. It details the development of the influential Marriott chain. The world’s largest international network of hotels began as a small family enterprise.

  1. Revenue Superstar!: The Simple Rules of Hotel Revenue Management by Johan Hammer

This informative book helps introduce hoteliers to the nuts and bolts of finance and revenue issues. It assists in analyzing hotel revenue streams to optimize profits. Both novice and experienced hoteliers may find this book valuable.

  1. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli

The Ritz-Carlton helped pioneer lavish customer service. It became synonymous with luxury. This account offers insight into the importance of pampering hotel guests.

  1. Setting The Table: The Transforming Power of Hospitality in Business by Danny Meyer

This entertaining book explores the theme of hospitality in an engaging, stimulating way. Today, “hospitality” remains one of the most crucial factors in the success or failure of hotels and motels. Readers will appreciate the focus on this critical aspect of hotel management.

  1. People Matter Most: The Dirty Little Secrets of Employee Relations & Labor Management by Mason Duchatschek, Jason Greer, and Ken Lynch

As an employer in today’s highly regulated workforce, knowing the secrets of employee relations and labor management is a major key to success.


4 Careers You Can Pursue With A Degree In Hospitality Management

While a career in hotel management may seem like the most likely use of a degree in hospitality management, it is not the only option. For example, the degrees I have are not hospitality related, though I still managed to learn the industry with an open mind. The field of hospitality covers a much broader range of services than just those of hotels. Here are four other career paths you might take with a degree in hospitality management.

  1. Cruise director

If you love hosting great parties or even being the life of the party, then being a cruise director might be the right job for you. A cruise director has a wide range of responsibilities, but their main job is to see that everyone has a great time on their cruise. Your responsibilities might include planning activities and special events as well as booking entertainment acts. Perhaps the best perk of all, however, is getting to travel the world while showing everyone a good time.

  1. Event planner

Another great way to put your love of a great party to great use is to plan parties for others. Event planners often plan everything from corporate retreats to bar and bat mitzvahs, wedding anniversaries, sweet 16 parties and quinceaneras to even the occasional wedding. Best of all, if you don’t like working for someone else, as an event planner you can also be your own boss and run your own business.

  1. Travel agent/ Tour operator

If you love to travel, but don’t want the stress of managing a busy venue, then you might consider being a travel agent. The best travel agents are generally seasoned travelers themselves, which can help you make more educated recommendations to your clients. If you don’t particularly want to be chained to a desk or work in an office, then you might consider being a tour operator instead. This is also another great way to start your own small business.

  1. Restaurant or bar manager

Hotels are not the only hospitality properties you can manage with a degree in hospitality management. As a bar or restaurant manager you may have more flexibility than a hotel manager, but maybe not as many perks. If you love working in hospitality but aren’t a big fan of traveling, then this might be the right place to put your degree to work.


3 Questions To Ask Yourself To Determine If Hospitality Management Is Right For You

For some people, a career in hospitality management might be the most rewarding career they can imagine. Like all careers, it can have its ups and downs over time, but when people are genuinely passionate about what they do, the positives tend to far outweigh the negatives. Take me, for example; while my family introduced me to the world of hospitality at a young age, it wasn’t until much later that I became invested in hospitality management.

That being said, a career in hospitality management is not for everyone. If you don’t have a specific set of traits and characteristics, then you might find it to be a miserable rather than rewarding experience. Here are three ways to know if a career in hospitality management might be right for you.

  1. Do you enjoy having guests?

While it might seem as if having guests in your own home and running a business where guests stay are two different things, they are not. The best hospitality managers consider the property to be their property and the guests to be their guests. Perhaps the most essential quality for any hospitality manager is a deep desire to make every guest feel welcomed and special, no matter how large or small the property.

  1. Are you flexible?

Some people enjoy having a set schedule every day and the ability to leave work at the office when they go home. Hospitality managers need to be available when their guests need them the most. While they should have a well-trained staff to handle almost any crisis, there will always be events that a manager needs to be on-call for or urgent situations that might arise at any moment. In addition, every region will have a peak and a lull season. You will generally need to be 100% available during peak seasons. Unfortunately, your peak season will also be the time your family is most likely to want to go on vacation.

  1. Do you enjoy travel?

While traveling is not necessarily a requirement for hospitality management, one of the biggest perks is getting to travel. In addition, you will likely have far more opportunities, the more willing to travel you are. Not all hospitality managers work in the hotel and travel industry; bar and restaurant managers are also hospitality managers. If you are drawn to the hospitality industry but don’t like to travel, food service management might be a better option for you.

This article was originally published at SteveFarzam.org


A History of Hotels

While many associate the word “hotel” with that of our modern day dwellings featuring conveniences such as TVs, minibars, spas, and more, hotels have been around for much longer than that. The word “hospitality” is a derivative of “hospice” which loosely means “a place of rest for travelers and pilgrims.” Since the development of early civilizations, hotels have been a part of society – we have seen evidence of hospitable facilities since early biblical times. Travelers all over the world have sought a hospitable place to eat and sleep and while they did not offer the luxurious conveniences that hotels today offer, they were hotels all the same.

Greeks and Romans

The Greeks first developed thermal baths in various villages that were explicitly designed for rest and recuperation. Sometime later, the Romans built mansions for traveling government officials to provide them with accommodation. They then further developed the Greeks initial thermal bath design and introduced them to England, Switzerland and the Middle East.

Middle Ages

In the Middle Ages, the first establishments included monasteries and abbeys that offered shelter on a regular basis to travelers. Religious orders then built inns, hospices, and hospitals to better cater to travelers. As time went on, inns continued to multiply; however, they did not yet offer meals. These inns only provided basic services, such as the ability to change horses easily.

15th Century France

At the beginning of the 15th century, the law in France required hotels to keep a register. This spread to England, where additional rules were introduced for inns, where more than 600 were registered. The structure was relatively similar across the board – there was often a paved interior court that was accessed through an arched porch with bedrooms located on the two sides of the courtyard, the public restrooms and kitchen were found at the front, and the storehouse and stables at the back.

The Industrial Revolution

In the 1760s, the industrial revolution expedited the development of hotels in mainland Europe, England, and America. These hotels were built with the sole intention of providing accommodation to travelers. The City Hotel, New York’s first hotel, opened in 1792 and the Royal Hotel was built in London at the beginning of the 1800s. Holiday resorts began to spring up and flourish along the Italian and French rivieras. Guest houses popped up in Japan, and government-run bungalows were developed in India.

Throughout the years and through the 20th century, more and more corporations and business organizations took over ownership and management of larger hotels. Courses began being offered to provide basic hotel management training and have further developed and specialized over the years.

This article was originally published at SteveFarzam.org


Things to Ask Your Hotel Concierge

Your hotel concierge holds a wealth of local knowledge that is more often than not, untapped. Not many travelers thing to ask their hotel concierge for much more than restaurant recommendations or directions. A great hotel concierge can assist you with nearly any travel issue you may run into, so you should take advantage of the powers they have to offer. Here are just a few of the things your hotel concierge can do for you.


Outside of restaurant recommendations, your hotel concierge can suggest fitness facilities if the hotel you are staying at does not have one, or lacks the equipment you want. The concierge can more often than not point you to an affiliated hotel with fitness facilities, suggest a good running or hiking trail, or provide you with a list of fitness centers nearby that supply daily or weekly passes. They can also provide you with local service recommendations, such as babysitters, dog walkers, and auto repair shops.

Find You a Ride

During rush hour traffic, when it’s raining, or it’s really late at night, it can seem impossible to find a taxi or an Uber. Often, your hotel concierge can find you a ride in a matter of minutes, just by placing a phone call.

Assist in Celebrations

If you are celebrating a special event, such as a birthday or reunion, or proposing to your partner, your hotel concierge can assist you with the details. Whether it be filling your hotel room with flowers and balloons or coordinating a proposal on the rooftop complete with a photographer, your hotel concierge can help make the organization process seamless.

Job Duties

If you need help with work-related tasks, such as sending items to a printer, your hotel concierge can help. They are able to not only get materials to a printer for you, but can set up courier service, mail packages, and set up a meeting space for you if needed. If you’re in the area for a job interview, they can even help make sure you look your best and book an appointment with a barber or hairdresser, get your clothes pressed, and more.

While you may feel shy about asking the concierge to help you, there’s no need to be. He or she is available to help all guests at the hotel, and they will be more than happy to assist you.

This article was originally published at SteveFarzam.org


Interesting Facts About the Hospitality Industry

At some point in your life, you will most likely spend time in a hotel. As of 2015, 15.2 million people were employed in the hospitality industry, and an average of 62.2 percent of rooms are occupied at any given time. When you are traveling, a hotel stay can make or break your trip. If you’re traveling for vacation or tourism in general, your hotel experience is all about having fun, relaxing, and possibly spending time at the spa getting pampered. Even if you’re traveling for business purposes, having all of the amenities you require, and a little more can make your trip painless. Whether you work in the hospitality industry or a guest at one of the many hotels in the world, these are some interesting facts to connect with and shed some light on this integral industry.

World’s oldest hotel

Over 1,300 years old and recorded as the oldest hotel in the world in the Guinness Book of world records, Koshu Nishiyama Onsen Keiunkan holds the trophy. Located in Japan, this hotel has been owned by the same family for more than 50 generations.

World’s largest hotel

Currently, the title for the world’s largest hotel belongs to First World Hotel in Malaysia. Hosting around 7,351 rooms, they cost on average between $12 to $83 per night. First World Hotel will not be the largest hotel in the world for long though. Set to open sometime in the next two years, Abraj Kudai Hotel in Saudi Arabia will hold over 10,000 rooms and contain 70 restaurants.

Most expensive room service

You can find the most expensive room service in Las Vegas. The average tab for room service is $68. New York City follows closely behind, with an average check of $67.

Highest average room rate in a city

Many might expect this statistic to fall in New York City, New York, but this is incorrect. The city with the highest average room rate is in Geneva, Switzerland. An average night’s stay costs around $308!

Most expensive hotel room

Based on the previous fact, you might have already guessed that the most expensive hotel room is located in Geneva, Switzerland. The Royal Penthouse Suite at the Hotel President Wilson costs, on average, between $61,000 to $84,000 per night.

Tallest hotel in the world

The tallest hotel in the world is the JW Marriott Marquis Dubai located in, you guessed it, Dubai. It stands at a whopping 76 stories. Another fun fact about Dubai – 6 out of the ten tallest hotels are located here.

World’s largest hotel pool

Holding 66 million gallons of water, the pool at San Alfonso del Mar Resort in Chile is easily the largest pool in the world (not just at hotels). It is 20 times the size of an Olympic swimming pool!

This blog was originally published at stevefarzam.org.

Key Roles In A Hotel

It takes hard work to make a hotel feel like a home. That’s why hotels—from luxury resorts to family-owned bed and breakfasts—employ a small army of staff to make guests feel welcome and comfortable. These jobs can be challenging, but at the Shore Hotel, we’re fortunate to have a dedicated team that goes the extra mile to fill our guests’ every need. For anyone who may be considering a career in hospitality or anyone who’s ever wanted to peek behind the curtain of the hospitality industry, take a look at some of the essential roles in a hotel!

Front Office

The front office staff is the face of the hotel. These personnel greet guests, check them in and out, and provide information about the hotel as well as the surrounding areas. They also handle reservations and most of the hotel’s external communication with clients or on clients’ behalf.

Uniformed Services

Roles in a hotel’s uniformed services department consist of bell staff, valets, door-persons, and concierges. The first people most guests meet upon arrival at a hotel are bell-staff, who help to unload baggage from the guest’s vehicle, deliver it to their room, and possibly introduce them to other helpful figures or show them the facilities. Guests may also meet valets, who park guests’ cars and pick them up as necessary, and door-persons, who open doors, greet guests, and help bell staff with luggage.

Additionally, concierges act almost as assistants for guests and have a range of responsibilities that may include helping guests navigate the area, making reservations or handling issues that may arise during their stay, and much more.


The front office staff may be the face of a hotel, but housekeeping is its backbone. Beyond the obvious duties of cleaning guests’ rooms and the hotel’s other facilities, housekeeping staff also handle laundry needs, provide dry-cleaning for guests, and more. Many hotels also recruit inspectors who supervise and inspect the work of the room attendants; at smaller businesses, this role may be filled by a manager who randomly checks the rooms.

Food and Beverage

Hotels typically include at least a restaurant and bar on their grounds as well as room service, and they may even offer catering services. This means hotels need chefs, bartenders, waiters, dishwashers, and any other kitchen staff to provide guests and patrons with top-quality service and delicious food and drink.

Sales and Marketing

The sales and marketing branch of the hotel handles its promotions and advertising. Through various channels, the hotel works to involve the community and attract new consumers. Most hotels that hire full-time sales and marketing have a more substantial budget for marketing and advertising.

This blog was originally published at stevefarzam.org.

Traits of a Great Hospitality Manager

The hospitality industry is a fast-growing sector, but this does not by any means mean that competition is non-existent. Rather, it is quite the opposite. Competition for hospitality management positions is intense, with limited job openings and those that are applying are highly trained individuals.

Hospitality management involves overseeing a variety of departments within a hotel or resort. This often includes the front desk, housekeeping, concierges, spa services, restaurant and room service, conferences, maintenance, budgeting and finance, and guest services. Not only do hospitality managers need to oversee all of these departments, but they must also be able to organize and flawlessly integrate these departments with any other services that are being offered at the hotel. Due to this, great hospitality managers tend to acquire these traits and strengths.


It is imperative that hospitality managers have excellent communication skills. They need to be able to actively speak to staff and have the staff open up in return. Failure to communicate results in someone dropping the ball, and the customer is going to be the one to pick it up. This is often accompanied by a complaint or a bad review, which is not what anyone wants.


When problems arise, guests and staff will be looking toward the manager to offer a solution. This requires the hospitality manager to be able to think on their feet, make decisive decisions, and respond to customers and employees questions and concerns in a sensitive, polite manner. It is also vital for managers to be prepared and anticipate any issues that could arise and have a backup plan in place, especially because this happens almost daily.

Time Management

Since hospitality management involves overseeing so many different departments and requires the ability to integrate them efficiently, hospitality managers require excellent time management skills. Managers need to be organized and abide by a punctual schedule. There are often times when work requires managers to put their personal lives on the back burner and deal with an immediate crisis at any moment, so they must also be flexible and able to adapt to a fast-paced work environment.


Working in the hospitality industry is all about making sure the guest feels special and putting them first. This is a team effort, so the hospitality manager must have motivation themselves, but also be an effective team motivator. These individuals need to lead by example and know when they need to roll up their sleeves to help get the job done.

How Millennials are Impacting the Hospitality Industry

Millennials, those born between 1980 and 2000, are currently the fastest growing customers in the hotel industry and by 2025, they are expected to make up 50% of all travelers. With this generation comes the need for a tech-savvy, transparent environment, and the desire for connection. They have already begun to have an impact on travel and the hotel industry, in particular. They are looking for a unique experience that simultaneously meets their expectations. That being said, we can expect to see changes in the hospitality industry that appeal to this influential generation.


Millennials grew up with technology, so it isn’t too surprising that the desire for a technology-driven travel experience is a must. Millennials are very likely to post the overall experience of their stay on platforms such as Facebook, Yelp, Twitter, and more. The convenience and seamless process of checking in and out on their mobile device is very enticing to millennials. The same goes for free WiFi – it’s practically expected for a hotel to offer a strong internet connection.


In conjunction with technology, the notion of personalization for their stay is particularly enticing to millennials. Artificial intelligence is an ever-growing sector of technology, and hotels that provide smart rooms and AI personal assistants attract these travelers. Additionally, having the ability to personalize their rooms online so that everything is how they would like it when they arrive at check-in, will play a large role in the adaption of hotels moving forward.

Green Living

Millennials are also a generation that focuses on the environment and they will make their decision on which hotel to stay at depending on whether or not the hotel implements sustainable, eco-friendly practices. These travelers want to supply business to those that coincide with their own values. Some specifications that may contribute to their final decision of stay are sustainability programs for energy, water, and other utilities (like cogeneration), efficient waste management, and eco-building certifications.


Maybe it is because they are so interconnected through technology, millennials are actively seeking meaningful, genuine experience when they travel. No longer content to spend the entire vacation laying by the pool, this generation is more likely to leave the hotel to interact with the local culture. Hotels that provide information to millennials regarding local nightlife, events, and more, are enticing to these travelers.

How to Make Hotel Guests Feel Welcome

He’s away on business. They’re enjoying a honeymoon in a dream destination or vacationing with the family during a yearly getaway. Maybe she’s just passing through. Regardless of why people are travelling, they trust the hotels where they stay with the important responsibility of making them feel right at home even when home might be thousands of miles away.

At the Shore Hotel, we take this duty very seriously, and as COO, I do everything in my power to make sure that guests have the most enjoyable and welcoming experience possible during their stay with us. Check out some of the secrets on how to make guests feel welcomed that I’ve learned after a long career in the hospitality industry!

A Personal Welcome

First impressions are lasting, so making sure you’re ready to greet your guests as they arrive goes a long way toward making them feel right at home. The personal introduction shows the guests that they’re valued, but beyond that, this is the first opportunity you have to shape their opinion of the hotel. You should be dressed professionally and with a friendly, enthusiastic attitude so you can warmly welcome your guests on behalf of the hotel and make them feel special—and happy with their choice of accommodation—as soon as they step through the doors.

Take Care of Their Needs

If your hotel is going to serve as a guest’s home away from home, then you’ll want to provide them with all of the creature comforts they need. In the bathroom, lay out toiletries like sustainable or eco-friendly soaps, shampoos, toothbrushes and toothpaste, razors, and other sundries. Place fresh flowers so that the room is fragrant by the time they arrive to make them feel at ease. And another nice touch for the modern traveler is offering a complimentary phone charger during their stay!

Touch Base Often

Once the guests have had a chance to settle in, find opportunities to catch up with them and ask how they’re enjoying their time with you. Do they like their room? Is there anything that you can do to make them feel more comfortable? These check-ins let guests know that you’re invested in their happiness and that you actually want them to be as comfortable as possible, which will make them feel right at home.


This blog was originally published on stevefarzam.org.