August 2012

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The American Hotel & Lodging Association Educational Institute (EI), in a partnership with Best Western International, is offering WH&LA member properties a complimentary copy of its training program, “Enabling Independence: Service for Guests with Disabilities.” The program is a bilingual DVD training program that teaches employees how to deliver great service to guests with disabilities. It offers practical guidelines for recognizing a disability, effectively communicating with people with disabilities, offering appropriate accommodations that meet their needs, and respectfully assisting them during their stay and in emergency situations.

The program includes a 33-minute video, presented in English and Spanish; one leader’s guide in English for trainer with discussion questions, practice activities, accomplishment checklist, and an optional 10-question quiz; and one learner’s guide, companion material in English and Spanish in a side-by-side format. Additional participant copies can be purchased separately.

Information on how to obtain your complimentary copy of “Enabling Independence: Service for Guests with Disabilities” can be found here. A shipping & handling fee of $8.50 is required when placing an order. This offer cannot be redeemed through the EI online store.


This new book has a solid understanding of revenue management’s key concepts and the application of effective revenue management strategies and tactics that have become critical for today’s hospitality operations. General Managers, marketing professionals, front office managers, revenue managers, and financial professionals within a hospitality operation will all benefit from the practical revenue management information presented in this book. Readers will learn the difference between strategic and tactical revenue management and why that distinction is critical, the tools that are available to revenue managers and when to use them, the broad range of information needed to effectively maximize revenue, vital issues to consider before implementing revenue management tactics, how revenue management is often misunderstood and applied inappropriately, the significant potential consequences of using revenue management poorly, as well as the benefits it can provide when done well.

Click the image to learn more or purchase this item from the American Hotel & Lodging Association Educational Institute.


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Occupancy was up in Wisconsin for July 2012 compared to July 2011 and nearly all market areas saw an increase in occupancy, with the largest increase in Wausau/Stevens Point. ADR was up statewide compared to July 2011, with the largest increase in Eau Claire/Menomonie.

To view Smith Travel Data for your region for July 2012, click here.

The link above is password protected for lodging members only – email Michelle in the WH&LA office if you need help logging in or call 262/782-2851.

Provided by STR. For detailed lodging performance data for your area, contact STR at 615/824-8664 x3504 or


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Do you look forward to reading your reviews, or does the very idea that someone has felt compelled to post a review fill you with dread? Getting feedback from your customers is essential to gauge whether what you’re offering is right for your target audience. Whether it’s positive or negative and whether you agree with it or not, customer reviews are a key to the success of any business.

So how do you address this? Unless we get people’s feedback, we can’t do anything about it.

What questions to ask …
Find out what your customers like, so you can keep doing it. Also, find out what things disappoint, irritate or annoy them, so you can correct them. What are the things that make them choose to come to you rather than your competitors? Use this as a selling point to differentiate yourself. What is your guest’s biggest priority, and what do they value the most? Find this out and then promote them. Ask how they think you could improve, and then make those improvements. What factors would encourage them to come to you again?

Read the entire article from here.


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Be sure to watch the mail for your 2013 Wisconsin Lodging Directory listing form! This form is a proof of the information that will be displayed for your property in the lodging directory – please review the form carefully! Any adjustments, changes or additions can be made directly on the form and returned to Dustin in the WH&LA office by email or faxed to 262/782-2851.

If you haven’t already purchased a listing photo to go with your Lodging Directory listing, don’t miss out! Contact Brad in the WH&LA office to order your photo. Cost is only $275! Photo at left not shown to scale.


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Twice each year the WH&LA publishes qualified special requests for donations from our lodging members. This request is from former WH&LA Board Member Bob Dhir, Dhir Hotel Group, Milwaukee,  relating to the recent horrible tragedy in Oak Creek, Wisconsin. For a brief summary of this request, click here.


Reach the most job seekers in hospitality and streamline the entire hiring process with AH&LA members receive an exclusive 20% discount on HCareers job postings. Learn more about this discount here.


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