Welcome from Cornell's Center for Hospitality Research (CHR); and many thanks to our Corporate Members, Corporate Affiliates and Media Affiliates for their generous support, as they enable our industry engagement. The CHR welcomes 3 new member companies to our board –, Salesforce and Credit Suisse. These companies will be joining us for our fall Advisory Board meeting November 12 in NYC. We have planned the meeting around several activities, in an effort to maximize engagement. November 11, we have our annual NY MMH Reception where we recognize MMH alumni of the year. On the afternoon of the 12th, after our board meeting, we are hosting a 3 panel research symposium, themed around hospitality analytics. The evening of the 12th, is the NY Chapter of the Cornell Hotel Society Reception. Details regarding our symposium are here and highlighted below in this newsletter. below. We hope you can join us!
 What Do Hotel Guests Really Want? Anticipated Versus Actual Use of Amenities

Chekitan Dev recently authored a study on hotels providing a lengthy menu of amenities based on the (largely accurate) perception that guests want those amenities and claim they will use them. While many guests do exactly that, a substantial percentage will “over-predict” which amenities they will use. This study of fifty hotel-wide and in-room amenities details both the over-predictions and, in some cases, under-predictions of amenity use by 724 guests in thirty-three hotels operated by six hotel brands—one upscale, two upper upscale, and three luxury—belonging to one hotel company. This study is intended to assist brand managers and hotel owners in determining which amenities make the most sense for their particular brand. Among the amenities that were highly over-predicted were an alarm clock, a spa, and in-room dining for dinner and late night. That is, a much larger percentage of guests expected to use these amenities than actually did so (although they still were used by some guests). Unexpected under-predictions included lobby seating, valet parking, and concierge service, for which the percentage of guests expecting to use the service was noticeably smaller than the percentage who did use them. More>>
Benchmarking Index 2018: Carbon, Energy and Water

Eric Ricaurte recently authored the fifth annual Cornell Hotel Sustainability Benchmarking study includes data from substantially more hotels than in all previous years. While the bulk of the data come from hotels in the United States, the study also recorded a greater international participation, with fifty-one nations and thirteen international brands represented. More than 10,400 hotels contributed information regarding their energy and water use, as well as greenhouse gas emissions. Complete as of 2016, the data show that the participating hotels generally have continued to reduce their energy and water usage, although the energy intensity recorded by luxury hotels continues to be relatively high. While these data will permit hoteliers and potential guests to see benchmarks for various hotel segments and locations, individual hotel amenities cannot be accounted for in terms of energy or water use. The study was supported by over a dozen international hotel firms, namely, Club Med Resorts, Hilton Worldwide, Host Hotels & Resorts, Hyatt Hotels Corporation, InterContinental Hotels Group, Mandarin Oriental Hotel Group, Marriott International, MGM Resorts International, Park Hotel Group, Saunders Hotel Group, Six Senses Hotels Resorts Spas, The Hong Kong and Shanghai Hotels, and Wyndham Worldwide. Data collection is now underway for the 2019 study, and the author encourages additional hotels to participate, especially those in the lower tier segments, which are not as strongly represented in these data. More>>
Indexing Hotel Brand Reputation
Using monthly online reputation data from 2016 through to the first quarter of 2018, Chris Anderson and Saram Han indexed major hotel brands in the United States. This analysis of online reputation for branded properties yields three major conclusions: (1) the variation in reputation across brands is four times larger than the variation across chain scales; (2) online reputation is mainly a function of brand and sub brand rather than segment or hotel location; and (3) variability in reputation across hotels within a brand is greater than the variability in reputation in hotels across brands. These three points indicate the changing impact of brand upon hotel choice, considering that the variance in reputation within a brand and online reputation scores—as presented at OTAs or meta-reputation sites like TripAdvisor or Google—may outweigh the traditional quality signals provided by brands. Click here to view the on demand webinar highlighting this research. More>>
Hotel Branded Residences: The Numbers
CHR Director, Chris Anderson, contributed to recent Bisnow article highlighting hotel brand residences.

"Hotels offering a residential-only product is a natural evolution for the luxury segment of the industry, said Cornell University SC Johnson College of Business Professor, Chris Anderson. While hotels with residential components historically reserved 25% of the property for condos, he has seen that number grow in recent years."

The number of hotel operators putting their flags on residential developments grew 27% from 2015 until the end of 2017, according to a hotel-branded residential study by marketing firm Graham Associates.

“I think because the premiums have been so strong, the share of the square footage has gradually increased, and we’re getting less rooms allocated to traditional hotel beds and more to luxury residences,” Anderson said.  More>>
CHR 9th Annual Sustainability Roundtable - Held September 6-7, 2018

Jeanne Varney and Rohit Verma recently brought together industry leaders, faculty scholars and students – at the Cornell School of Hotel Administration, SC Johnson College of Business - for the recent roundtable where they shared their professional expertise and wisdom on topics relating to Accelerators and Inhibitors for Ownership Investment in Hotel Sustainability Initiatives; Sustainable Opportunities for Synergies and Collaboration; Who is Responsible for What Sustainable Activities?; and Research and Trends Briefings in Sustainability.. More>>
CHR Welcomes Visiting Scholar

Tone Therese Linge, PhD, Associate Professor, Norwegian School of Hotel Management, University of Stavanger arrived at the Cornell School of Hotel Administration August 31. Dr. Linge will to pursue studies – alongside Cornell Professor Judi Brownell - that would inform managers seeking to lead a culturally diverse workforce and create inclusive worklife processes.
New Data Analytics Certificates Offered

Data analytics is one of today’s fastest-growing and highest-paid professions, as organizations increasingly rely on data to drive strategic business decisions. The Hotel School and eCornell now offer two new certificates on Data Analysis: a 3-course Certificate in Data Analytics and a 5-course Certificate in Data Analytics 360, authored by Professor and CHR Director Chris Anderson. These certificates are designed to provide functional literacy as well as expand your analytical capabilities to take your strategic decision making to the next level. Online courses are 3-weeks long and you can earn your certificate in as little as 3-4 months. Are you using your data effectively to make better decisions? Learn more here.
REGISTRATION IS OPEN for the Cornell Center for Hospitality Research (CHR) Hospitality Analytics Research Symposium
The CHR Hospitality Analytics Research Symposium will feature three – panel discussions on Analytics in Hospitality, Health and Wellness in Hospitality, and Food and Beverage in Hospitality and will take place on Monday, November 12, 2018 in NYC. More>>
Local Measure releases new ebook:
Guest expectations are higher than ever and technology is a key component in helping the hospitality industry cope with continual change. Local Measure, the leading customer intelligence platform for hospitality and tourism, released “Technology and the Guest Experience: Views from Five Luxury Hoteliers,” a new eBook that brings together interviews from senior executives at luxury hotels discussing how technology has impacted the guest experience and where the guest experience is moving to in future. The ebook includes exclusive interviews with Christian Clerc, President, Worldwide Hotel Operations, Four Seasons Hotels and Resorts; Ana Brant, Director, Global Guest Experience & Innovation, Dorchester Collection; Radha Arora, President, Rosewood Hotels & Resorts; Ian Wilson, Senior Vice President of Non-Gaming Operations, Marina Bay Sands; and Laurent Delporte, luxury hotel expert and industry consultant. View ebook here
For more information, contact Carol Leitch-Zhe | Program Manager | 607.254.4504

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