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Hotel Case Studies

Discovering the most fascinating hotel case studies from around the world, spreading inspiration & knowledge.

Building a strong guest database and driving revenue with a robust CRM and Digital Marketing – The Pilgrm success story

The first step towards branding stability and, certainly, a hotelier’s everlasting endeavor is the creation of a powerful guest database . A guest database delivers valuable insights into a customer’s purchasing … Read More

The sales strategy that led two hotels to profit in the middle of a pandemic

The 2020s started with a major blow to the tourism and hospitality industry worldwide, with the COVID-19 pandemic causing a widespread social and economic upheaval . Many hoteliers found themselves “shocked” … Read More

Angsana Corfu Resort: How the hotel’s architecture & concept affected its signage specification

As we have mentioned in previous articles in Hotelier Academy, hotel signage is one of the most important topics of discussion. In combination with the design and the architecture of … Read More

The Avaton Success Story: How Digital Room Service was Developed & Became Part of Luxury Hospitality

As technology further infiltrates the travel industry, shaping travellers’ habits and sense of hospitality, a wind of change has begun to blow for room service . It is one of the … Read More

How a hotel in Athens became the ideal example of hotel signage

As we have mentioned in our previous articles in Hotelier Academy, the signage is one of the most important elements of a hotel ; directly affecting not only the experience of … Read More

Hotel Food Branding lessons by 4 amazing hotels in Greece

Food, and most specifically, good food , is an integral part of the holiday experience, as it allows travellers to explore cultures and customs through their senses. However, travellers do not … Read More

Travel Blogger Case Study: Building brand awareness for a new boutique hotel in Mallorca

I’m a seasoned hotel blogger from Finland. In March I had a blogging gig in Alcudia, Mallorca, where the run-down apartment hotel had faced a total reconstruction to turn into … Read More

Unique Interior Design lessons, from a fascinating Hotel in Paris

Hotel Interior Design is one of the hottest topics during the development of a new property. It is a field which greatly shapes the overall experience within the hotel — … Read More

A “natural” hotel in Santorini, becomes an excellent example of how the local experience & absolute luxury can be combined

A hotel is, by definition, a unique ‘destination within a destination’, that becomes the visitor’s reference point regarding the local experience. It is now clear, that the visitors look for … Read More

A Hotel in Stockholm teaches the true meaning of the term ‘Boutique Hotel’

The widely used term ’boutique hotel’, might be among the biggest hospitality trends, however, it continues to have a rather vague meaning, without any clearly specified characteristics and expectations. Today, … Read More

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The Best Hospitality Case Studies You Can Learn From

In our digital age, it’s so easy to see what other guests thought of their stay at your property, and hopefully your Google and Facebook reviews are top notch.

You’ll find that the overall guest experience is vital to your success in the hospitality arena. It’s up to you and your staff to make your guests as comfortable as possible and treat them like they were in their own home.

We find it’s often good to learn from others and those who are doing it right or turned things around.  Let’s take a look at the best hospitality case studies you can learn from.

The Taj Mumbai

According to the Harvard Business Review , the Taj Mumbai is one of the world’s top hotels. Not only is it known for its beauty, but it is known for having the most well-trained employees who are always willing to go the extra mile.

They even note that many of them have worked at the hotel for decades. There is never any question about the job to be done and how to meet the needs of the guests.

While the Taj Mumbai is known for their excellent customer service, they took it to a new level during several terrorist attacks a decade ago.

The employees never left their posts and made it their duty to protect their guests. They were quick thinking and thought of the safety of the guests before their own. Many of them even lost their lives.

So, you can see that the Taj Mumbai has created a customer-centered culture. Their employees know the customers come first, and they seem to enjoy this culture of service.

Experts tend to agree that the recruiting system employed by the hotel has helped them find the most ideal candidates to provide this extraordinary culture of service.

The Hiring System of the Taj Mumbai

Instead of looking to the metropolitan areas for new hires, they head out to the smaller towns. This is because they find employees with more traditional, old-school values. These include a respect for teachers and their elders, a humble spirit, discipline, honesty, and an empathetic nature.

This also helps them find loyal staff members who truly care about the hotel’s many guests.

Often recruiting younger people, the hotel sends new team members to a certification center where they live room and board free for 18 months to learn how to be the best employees they can be.

They also look to schools for their management teams and again spend a great deal of time (18 months is the norm even for management staff) and money training them.

The prospective employees are also trained in a very different manner. They are not told to look out for the hotel’s interests, but they are told to put the guest’s first. They should always put the guest’s needs before those of the hotel.

This not only empowers employees to take the right action at the right time, but it engenders loyalty in both the employee and the customer.

Finally, the hotel instituted a special rewards and recognition program that relies on compliments from guests, compliments from colleagues, and the employee’s very own suggestions.

Every day thank yous are encouraged, and the employees strive to be better every day.

The Wit Hotel

Located in Chicago, the Wit Hotel knew it needed to provide more options for its health-conscious travelers. They wanted to appeal to more appeal, including their loyal clientele, by providing more nutritious food options.

The brought in SPE Certified to help this 300-room Doubletree by Hilton, with one of the best rooftop lounges in the world, meet travelers’ growing demands.

They wanted to up their hospitality level by offering the tastiest, most nutritious food, both catering to their current guests and working to attract new guests from an even younger demographic.

With the help of their consultants, and in collaboration with the hotel’s chefs, they identified existing menu items to enhance. They worked on a number of items and now offer many SPE certified dishes.

These are menu items that are certified and show the hotel’s commitment to sustainability and nutrition and most importantly, to their customers’ health and well-being.

Their changes have had great results and enhanced customer satisfaction.

Arenas Del Mar

Located in Costa Rica, the Arenas Del Mar is committed to new avenues in the hospitality industry.

They are committed to providing their guests with just what they want.

For example, they invest in green technology and only source products that meet their green philosophy. Their goal is not only be sustainable but efficient.

At their resort, they rely on solar energy because they are dedicated to keeping their carbon emissions low. They do this by using solar energy to heat water for their guests’ rooms as well as their staff rooms.

They even take it a step further on cloudy days by using their energy-saving auxiliary water heaters as a backup. Their guests never have to worry, though, as their hot tubs and shower are always as hot as they want.

When it comes to their food service, they have their very own gardens that they irrigate with wastewater. They also work with local suppliers and only source organic food and hormone-free and grass feed meat.

In addition, because the resort is right in the middle of 11 acres of nature preserve, they only use natural cleaning products.

They went 100% organic so as not to leach toxic products into the nature reserve because they want to preserve the fragile ecosystem.

Final Thoughts

You can see from these three different case studies how important it is to put the needs of the customer front and center.

In this highly competitive arena, it is absolutely vital to provide proper customer service training.

Strive to be a customer-centric property. Put the needs of your guests first and allow your employees the leeway to provide the best service to your guests. Don’t tie their hands by making them jump through hoops. (tweet this)

Your goal is happy employees first. Finally, when your team is happy in the workplace, then everything falls into place.  Your customer culture is set, and your customers are incredibly satisfied as a result.

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Case studies

“We’ve been able to pinpoint—down to the penny—overages and overtime, so our margins have certainly improved.”

To keep up with the advanced needs of its discerning guests, as well as further enhancing the efficiency and service levels of its staff, the Aloft Dublin City Hotel was in need of installing and deploying a state of the art communication solution when it opened doors in 2019 as the 1st Aloft Hotel in Ireland. Besides providing highest possible guest satisfaction and staff efficiency, challenges for the new communication solution were to provide full integration with the hotel’s Property Management System and ensure staff are equipped with appropriate communication tools in order to provide excellent guest services. To deliver on this promise, quality communications was critical.

This was a major building conversion from what was previously a bank to a luxury 4 star hotel in the heart of Manchester, where it was important to integrate the new hotel services and streamline the costs of operating a luxury boutique hotel and at the same time increase efficiency by advanced communications.

When opening a new hotel, it is critical to have a state-of-the-art communication solution in place. Not only to guarantee the highest level of guest service, but also to increase efficiency and drive safety and security, for both staff and guests.

The Dusit Thani Dubai hotel’s existing communication system was based on dated technology and did not offer integration with latest available solutions. The separate sub-systems were very inefficient to manage and resulted in high operating costs. Furthermore, some of the sub-systems of the communication solution had been provided and installed by different suppliers, resulting in unclarity as to ownership and responsibility. To enhance the guest experience, increase efficiency and drive profits, Dusit Thani Dubai was in need of a system based on state of-the-art technology and including applications which integrate staff-communication, guest-communication, operator and guest services and management in one platform.

aha’s regional centres and branches all made use of separate voice and data platforms with local SIP trunks contracts and no interconnects between sites. This impacted both costs and resources required to maintain the separated infrastructures. The reservations call centre did not have any call or e-mail tracking and was not interfaced to any CRM data, thus limiting the reporting functionality and performance rates.

Find out how MADHOUSE accomplished a successful show at HX: The Hotel Experience Powered by AAHOA 2015.

Discover how Aquarius Brands™, a group of companies specializing in water generation, conservation and education for homes, businesses, hotels, restaurants, schools, utility companies and more, accomplished its goals at HX: The Hotel Experience Powered by AAHOA 2016.

Raymond Management Company in the Chicago area was finding a challenge providing high-definition television while adapting to changing technologies. The company looked towards Comcast to deliver a bundled, one-stop solution.

The Red Ginger restaurant, part of a mixed-use development project in Miami, has eradicated all issues with poor cellular reception thanks to the RoamBOOST Distributed Antenna System.

Key Business Challenges: Replace aging on-premises PBX system riddled with frequent outages quickly without impact to guest experience.

Hawthorn Suites by Wyndham West Palm Beach, an extended stay property, began to suffer due to unreliable Internet connectivity with its existing legacy network provider so it looked to Comcast Business Class to provide Ethernet, TV and voice services, all part of the Comcast Business Hospitality suite that is customized specifically for the needs of hotels and motels.

It’s not just about the rooms and the restaurants anymore: many business guests require services and support that some hospitality services still aren’t ready to provide. Denver-based Sage Hospitality is ahead of the curve in having high-volume bandwidth ready for demanding business guests, both individually and in corporate groups. Comcast helps Sage deliver an enhanced experience for business guests, cost-effectively, with Comcast Business Services.

Hoteliers know an engaged guest is a repeat guest and often the most persuasive sales person a property has. Understanding how to effectively engage with guests is essential for a hotel’s success, but what is the best way to do this?

One Database for All Properties; Integrated Spa, Restaurant and Room Booking, Event Scheduling, Guest History and Loyalty: Maestro PMS Does it All

Independent operators in 2020 have a decision to make. Many have older property management systems (PMS) that are fully depreciated, but their hotel software does not leverage current technologies, such as mobile browser or self-hosted environments. In some cases, vendor upgrades may force operators into a vendor supplied cloud-hosted option. Often, legacy systems do not meet the newest mobile guest experience and communication technology requirements. Also, many legacy systems lack the flexibility to interface easily through APIs with the hundreds of modern 3rd party systems in use today. Flexibility in deployment alone can be a driving factor for hotel software decisions. Other factors shaping system platform decisions may be based on communications reliability, security in where hotel data is stored, as well as the need to use existing network infrastructure versus the extra cost associated with a full platform change.

AKA is a portfolio of 12 unique properties, located in prime locations including New York City, Los Angeles, London, Washington DC and Philadelphia. What makes the AKA Collection distinctive is its long-stay business model that offers sophisticated furnished residences with exceptional business, wellness, and lifestyle amenities. AKA balances the space and comfort of a fully appointed luxury residence with the style and hospitality of an intimate hotel. Its resident mix is comprised of business executives on extended assignments, entertainment companies on location for film shoots, and sophisticated travelers seeking more space and flexibility than a traditional hotel experience.

In October 2014, Darien Lake Amusement Park integrated Shift4’s DOLLARS ON THE NET® payment gateway into its lodging facilities. Since then, it has been thrilled with the security features and simplicity that have become available with DOLLARS ON THE NET.

Nonius has been a technological partner of VIP Hotels Group for over 15 years and it was with great satisfaction that we were once again selected as a provider of Wi-Fi Internet Management and Interactive TV to improve the experience of VIP Executive Picoas Hotel’s customers.

Nonius delivered a set of products that provide an unforgettable experience during the entire digital guest journey of The Prince Akatoki London’s guests. From Online Check-in before arriving at the hotel, to an App with all information about the hotel and its services, a high-speed Internet access throughout the hotel, a TV offer that has engaging and entertaining content, and a Chromecast feature that allows guests to see their own content in the convenience of their room.

Sea Containers London, managed by Lore Group, is an incredible hotel located in the heart of London. It surprises its guests with its brutalist architecture, incredible views over the River Thames, but especially with its flawless guest journey.

Rudding Park is a luxury hotel, spa and golf resort in Harrogate, United Kingdom, which offers a variety of accommodation for its guests: Rudding Park Hotel & Luxury Lodges, with 110 rooms, and Rudding Holiday Park, with 90 pitches. Over the years, Rudding Park has won a number of awards for Best Hotel in England (VisitEngland) and Best New Spa (Good Spa Guide Awards).

The 2 hotels from this hotel group, located in the beautiful Canary Islands, in Spain, prioritize welcoming guests with an unforgettable experience. Princesa Yaiza Suite Hotel Resort, reopened in July offering its guests their own Hotel App with multiple features to make their stay safer. This prestigious hotel was recognized with some awards, such as the Best Family Hotel in Spain in 2018 and, more recently, received the sustainable and intelligent destination award at Fitur 2020. Hotel Fariones, which was recently renovated, will reopen in September and will also provide its hotel's App to guests.

PREM Group has been a partner of Nonius since 2014 and recently selected its TV and Internet solutions for their newly opened luxury serviced apartments PREMIER SUITES PLUS Amsterdam.

With its privileged locations in Recife and Porto de Galinhas, the hotels of the chain are among the highlights of Brazil’s Northeast. The portfolio included the Hotel Atlante Plaza, the Mar Hotel Conventions and the Summerville Beach Resort, which reopened in July. The Pontes Hotéis & Resorts chain, which always seeks to innovate and surprise its guests, now has a special novelty. Now, its customers have an app at their disposal to make the most of their stay and be able to interact with the hotel, maintaining physical distance!

This hotel, part of the Omni Hotels & Resorts group, impresses guests upon arrival with a great welcome by its staff and the beautiful beach next to the hotel. Always prioritizing guest experience and safety, Omni Cancun Hotel & Villas selected an App designed for its hotel, with several features that will provide their customers with a more comfortable and safety stay. In early 2020, the hotel implemented Nonius' TV and Cast solutions. Following the COVID-19 pandemic, Omni Cancun Hotel & Villas decided to implement Nonius' mobile products to adapt its guest journey to the new challenges.

The largest Portuguese hotel group, Pestana Hotel Group, is a symbol of quality, charm and innovation. It operates in 15 countries across Europe, America and Africa. Since 2010, Nonius has been a technological partner of the Group and it was an honor to be chosen for this Mobile App project, the mobile application for its brand. There are 100 properties and 4 sub-brands (Pestana Hotels & Resorts, Pestana Collection Hotels, Pestana CR7 Lifestyle Hotels and Pousadas de Portugal), in 15 countries, which have this App fully customized for the Pestana Hotel Group. Nowadays, the application is available in all group properties currently open and will play a key role during the stay of its guests, providing the necessary social distance and maintaining constant communication between the guest and the hotel.

The Portuguese hotel group, known for its great offer of comfortable stays and cost effectiveness, currently has 3 properties in Portugal and 1 in Brazil, and will soon be opening another property in each of these countries. To ensure the safety of its guests, the group invested in the development of the Moov Hotels App, making the online check-in process available and making adjustments to its hygiene and cleaning policies, according to the Clean & Safe seal, validated by Portugal Tourism, and the Turismo Protegido certificate, established by the Ministry of Tourism in Brazil.

The Four Seasons Hotel Madrid invested in a robust and scalable multiservice networking solution to provide high-quality Wi-Fi connectivity to the guests and connect securely and reliably the multiple hotel IT systems.

Designed as an Apartment-Style Hotel to business, relocation and leisure travelers, stayAPT Suites selects World Cinema (WCI) technology portfolio including surveillance, secure high-speed Wi-Fi and in-room entertainment. The requirement of security and scalability to increase user experience called WCI to perform.

This pet-friendly extended stay hotel is conveniently situated on the border of New Jersey and Philadelphia. Less than 20 miles from the Philadelphia International Airport, the TownePlace Suites Swedesboro Logan Township by Marriott is a centrally located option for travelers looking for short-term, long-term or weekly accommodation.

Powered by WCI’s connectivity solution, ImpruviX, stayAPT Suites provides advanced technology solutions like high-speed Wi-Fi to all guests. This partnership extends beyond traditional hotel in-room entertainment to include ImpruviX NetworX and Connectivity, Surveillance, Low Voltage and Managed Wi-Fi Services. This fast-growing U.S. hotel brand was seeking a turn-key partner to service their portfolio from inside the room to property wide. With a winning concept in hand and the backing of Sonora Network Solutions, Cambium Networks, Eagle Eye Networks and the ImpruviX Low Voltage team, WCI set out to create plans for implementing a total solution.

Denver-based Sage Hospitality Group was founded in 1984. Through 36years of creating valued partnerships with internationally recognized hotel brands, Sage grew a portfolio focused on running successful urban select, full-service and luxury hotels. Sage also owns and operates experiential, independent hotels across the country with more under development.

Guests at the Margaritaville Lake Resort, Lake Conroe | Houston are encouraged to kick back, relax, and enjoy the sunshine on Lake Conroe, indulging in the “vacation state of mind.” Spanning 186 acres of lakefront property, this island-themed resort is only an hour outside of downtown Houston. Margaritaville Lake Resort, Lake Conroe | Houston is perfect for families and adults alike, with amenities ranging from an 18,000 sq. foot spa to the 3.5 acre waterpark and lazy river. With over 72,000 feet of indoor-outdoor meeting and event rooms, this location’s space and internet capabilities can support anything from engaging conferences to memorable vacations or weddings.

Guests can immerse in the new renovated comfort and luxury resort located just minutes away from the world renown Las Vegas Strip. Whether travelers are visiting for business or pleasure, they can expect first class service and amenities to occupy their time during their stay. Step into luxurious hotel rooms and suites with pillowtop bedding, jetted tubs, and reliable Wi-Fi.

Nightingale Sleep Study conducted by SleepScore Labs™. Nightingale was objectively proven to improve sleep quality using SleepScore™ by ResMed sophisticated non-contact sleep monitoring technology. The study highlights the efficacy of Nightingale’s advanced sound masking technology and reveals the significant extent to which it improves a user’s sleep. The sleep study showed that: • Nightingale reduced perceived wake occurrences due to noise by 64 percent • 76 percent of participants reported Nightingale improved their sleep • 70 percent of participants were pleased with Nightingale’s sound quality • 88 percent of participants planned to continue to use Nightingale after completion of the study • 80 percent of participants said they would recommend Nightingale to their close friends and family

Reliable and fast Internet access is of great importance in today’s world where guests have high expectations of exceptional connectivity and participation. IHG group has partnered with Cisco Meraki and Nevotek to transform their guest internet experience and to build an infrastructure for the future. Committed to making guests feel welcome and valued, it was essential to ensure that a high quality centrally managed High Speed Internet Access (HSIA) experience is available to all guests at all hotels around the world.

Barut Group aims to be a World brand, which is distinguished with its service quality, reliability and technology across the industry. They strive for exceptional guest satisfaction by offering top-quality services delivered by their highly trained staff who have adopted the policies of the brand “vacation as a creative service”. Barut Hotels offer best quality to their guest in all perspectives. The Group consists of 13 hotels in Side, Antalya, Kemer and Fethiye. Their maintain a capacity of 10 thousand beds and 3500 tourism professionals.

NEC business partner in the Balkan area, ProCodex d.o.o., was invited to participate in the tender and proposed a smart and advanced hospitality solution. Following their advice, the hotel is now equipped with leading edge systems including IPTV, telephony, WiFi, networking and fire alarm. The hotel’s communications system is based on NEC’s UNIVERGE® SV9100 server. Besides its IP functionality and capabilities, the SV9100 system also supports analogue extensions, which made it possible for the hotel to use analogue phones in the rooms, public areas and elevators.

One Database for All Properties; Integrated Spa, Restaurant and Room Booking, Event Scheduling, Guest History and Loyalty: Maestro PMS Does it All To watch the video please go to http://www.reseze.net/cassets/mkt/maestro/video/maestro-testimonialsv3.mp4

To drive growth, cost efficiencies, and a new customer-engagement practice centered on guest personalization, NH looked to Indra and SAP.

Founded in 1996 and currently managing a diverse portfolio of more than 50 properties, PM Hotel Group is a Top-15 hotel management company recognized for their ability to deliver outstanding financial returns for hotel owners nationwide while operating luxury, lifestyle, full-service and upscale hotels across a variety of markets. As an operator, PM Hotel Group is committed to its core values including respect for one another, their guests and the planet. They manage with a tradition of teamwork and a passion for innovation and entrepreneurship.

In response to the influx of customers and data resulting from new COVID-19 travel trends, RVC Outdoor Destinations, a leading provider of high-quality outdoor hospitality accommodations including cabins and cottages, yurts and RV sites, turned to M3, one of hospitality's preferred cloud-based financial and data management platform, to modernize and streamline its financial reporting and accounting functions.

Your hotel CRM isn’t only the hub for your guest-facing operations. It can also supercharge your hotel’s digital marketing by leveraging real-time guest data to shape your strategy. A CRM-augmented marketing strategy offers three powerful benefits. First, you’ll earn more repeat bookings from your best guests. Second, you’ll optimize spend across channels by putting your ads in front of the highest intent audiences. Finally, you’ll remain top-of-mind among those that may be traveling soon.

Revenue Management has one mission: to sell the right room, to the right guest, at the right moment, at the right price, via the right distribution channel. These “Five Rights” underpin the most profitable Revenue Management strategies. Yet, today’s headwinds increasingly challenge that mission.

As hoteliers come to grips with reopening hotels during a global pandemic, all roles within the hotel structure have been readjusted. flexibility and adaptability have become the most valuable attributes for any job, and the position of revenue manager is one of the most affected during this time. The role itself has been shifting over the past decade to be supported with more automated and structured technology.

This warm and friendly hotel is just a short walk from the excitement of Auburn University and the diverse array of cultural and entertainment attractions of the city of Auburn. The hotel features 225 guest rooms, 11 suites and 22,000 square feet of meeting space, including two ballrooms for large meetings, weddings or special events. Indoor and outdoor terrace seating is available at Arricia’s Trattoria and Bar, which serves three delicious meals daily by an award-winning culinary team. In 2016 The Hotel at Auburn University looked to Rainmaker’s grouprev® to help with their growing group business.

Inspired by old world design and the glory of British craftsmanship, The Pilgrm is a thoughtfully curated boutique hotel just a stone’s throw from Paddington Station. The hotel’s design identity focuses on sustainability and seamlessly blending the building’s Victorian features with carefully chosen materials, lighting and furnishings. The hotel boasts 73 bedrooms and a celebrated food & beverage program that includes a rooftop terrace where guests can enjoy brunch while waving at the red London tour busses passing by. With a unique brand and a stellar central London location, The Pilgrim attracts a variety of guests including both leisure and corporate travelers.

“Miraval started off 2020 incredibly strong. We saw great performance in January and February, and not just for digital marketing, but from an overall revenue perspective. We had just hit some of our best months ever, the Austin location was just opening up and we were preparing for Lenox to open that March. We had also spent months working on a robust digital marketing plan to support each location, and then everything just came to a standstill and everything we planned for had to change. Cendyn’s eInsight CRM and digital marketing team were pivotal in helping us get through the last year and end up in a very strong position.”

In times of crisis like the coronavirus global pandemic when things change rapidly day to day and informed, nuanced communication is vital. Your hotel’s customer relationship management (CRM) serves as a powerful central command station for connecting with guests. As you monitor the situation, adjust operations and plan for recovery, a CRM gives you the ability to target and personalize your outreach (digital marketing, email and social), pivoting when needed with advanced sophistication quickly.

In a recent Cendyn webinar, Data Management 101 for Hoteliers, Abdullatif Awadh, senior director of CRM at Jumeirah Group, shared how his company harnesses the power of data to improve the guest experience and drive profitability. Jumeirah Hotels and Resorts is a world-renowned luxury hotel company operating 24 properties in eight countries, including its flagship hotel Burj Al Arab Jumeirah in Dubai. Awadh’s role at Jumeirah Group is to lead the development of data-driven customer marketing programs and overall CRM strategy. He’s also responsible for reducing customer attrition and increasing customer lifetime value.

Cloud-Based BI System Delivers Near Real-Time Enterprise Data to Lightstone Mobile Devices for Fast-Moving Management Team

Taylor Hospitality is one of the nation’s leaders in golf club and hospitality management. The company has an arrayed portfolio of select service and boutique hotels throughout Virginia and West Virginia. Founded in 2009 and headquartered in Waynesboro, VA, the company’s goal is to deliver an unmatched guest experience and positive financial results to all clients.

North Star Lodging Management has the ability, through M3 Professional Services, to build an efficient and effective business to carry out its mission.

In 2011, Rick Hayduk, a long-time and experienced hotelier, was inspired to open a hotel that employed individuals with intellectual disabilities with the goal in mind of positively impacting the lives of others and giving everyone a chance for forward advancement in the hospitality industry. After learning the ins and outs of the hospitality industry for over three decades and becoming a true hospitality veteran, Hayduk opened The Shepherd Hotel in April of 2022 with the help of Rich Davies, a third-generation real estate developer, and incredibly involved Clemson Alumni. The Shepherd Hotel sits in downtown Clemson, South Carolina. The 67-room state-of-art boutique hotel currently employs over 100 individuals, 30 of whom are individuals with disabilities.

M3 to offer a reliable, fully integrated infrastructure and software platform to deliver manageable scalability

Summit Hospitality (Summit) is a hotel management company managing 19 properties throughout North Carolina. In total, Summit manages close to 2,300 guest rooms and nearly 800 employees for its portfolio of hotels.

While each property has its own solution, both include NEC’s UNIVERGE SV8500 IP Communications Servers and UA5200 AttendantConsoles. The SV8500 provides both properties component redundancy, IP failover for stations and trunking and power-failure transfer, ensuring high availability and operational continuity. Because the SV8500 supports open standards, the properties were able to easily integrate its existing call-center application as well as its current, single-line, guest-room phones.

Marriott Autograph – Lido House is well-positioned to enjoy Newport Beach’s vibrant atmosphere, bustling marina, white-sand beaches… and the noise that accompanies them. Within 6 weeks of opening, the hotel received noise complaints in 90% of guest comments. Director of Room Operations, McClinton Heil, reached out to MODIO. The trial began in 14 rooms near the popular rooftop bar. What started as a fix for a few rooms ended as a valued amenity in all rooms. Medallia scores showed that noise dropped from the number one issue to fifth place.

Mews, an industry-leading hospitality cloud, has announced its acquisition of Nomi, a Nashville-based hospitality startup, as it continues focusing....

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Three ecosystems — Hospitality & Leisure, Food & Beverage, and Inventory & Procurement — operate independently and together depending on your needs.

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7 Questions to Ask Before You Invest in a Hotel Mobile App

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CORE Create, Gives Hotels Control of Guestroom TV Content

CORE Create, Enseo’s property content management system, is an easy-to-use web browser allowing hotels to edit and publish user interface updates directly to guest TVs.

How to Solve Labor Challenges & Improve Staff Retention in Hotels with Modern PMS Solutions

Hotel workers, like guests, want to feel engaged with the property. As labor constraints force more responsibility on fewer hotel team members, those on the front lines want to be sure their increased accountability is accompanied by more capabilities. The best way to address these concerns is through new technology, starting with the property management system.

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Hotel Management Group Discussion Case Study Sample

Cloud hotel human capital dilemma.

This is a case of two competing hotels, Morning Dues hotel and Cloud hotel that are both located in a medium-sized, tourism-based town in the Northeast U.S. The hotels are both competing for the same set of guests, as well as the same set of potential employees. They are both budget hotels, right next door to each other, with 60 guest rooms each and a view of the beach.

The occupancy during peak season for the Morning Dues hotel is 98%, but during the winter months goes down to 65%. The Cloud Hotel has peak season occupancy of 90% and off-peak occupancy of 50%.

Martin is the General Manager of Morning Dues hotel and has been in his current position for 5 years. He has been with Morning Dues hotel for a total of 10 years. He worked his way up at Morning Dues hotel from front desk agent to front desk supervisor, and finally to Assistant General Manager before he became the General Manager. He does a good job of screening potential employees for his front desk area of the hotel because he realizes the importance of that area of the hotel, especially in tourist areas.

He also has incentives set up for the excellent performance of the front desk agents and training and development programs designed to give everyone information that will help them do their job better. There is a sense of teamwork at Morning Dues hotel and that helps everyone want to do a good job. His guest satisfaction ratings for his hotel are overall excellent. On a rating scale of 1–10, his hotel averages a 9.

The average length of tenure of his employees is 4 years, and his current front desk supervisor was promoted from within, along with his Assistant General Manager. Because of the small size of the hotel, Martin is actually involved with all of the hiring decisions and helps to give training programs himself, along with his leadership team.

The employee turnover at the Morning Dues hotel is 25% overall and that is primarily when hourly employees graduate high school or college and leave the Morning Dues hotel for a career somewhere else.

Jacob is the General Manager of the Cloud hotel and deals with a very different situation. Jacob was brought in from another hotel in the same hotel group about 6 months ago. He was told by his boss that he needed to “fix” this hotel so that it would start having better customer satisfaction ratings and more return guests.

Despite the fairly high occupancy noted during peak seasons, the off-peak season occupancy is only 50%. Also noted by his boss, the occupancy should be as good as the Morning Dues hotel. Jacob has been with his hotel group now for 2 years and he came out of the accounting and finance department in his old hotel. He has a great understanding of the numbers in the lodging industry but has not been involved with the human resource aspects of the job.

The turnover of hourly employees at Cloud hotel is 120% and that means that Jacob is constantly running the hotel short-handed and with new employees.

The Cloud Hotel has been doing the hiring through a human resource practitioner in the hotel that was put in the position because she really could not handle serving guests at the front desk very well.

Sally was promoted to human resources a year ago after she had one too many altercations with the guests at the front desk. The owner of the hotel wanted to make sure that she could not make any of the other guests angry, so he promoted her to a human resources practitioner.

Since that time, she has been busy trying to keep up with hiring and she has had no time for training employees. Because she is so busy, paychecks often come out to employees late, there are no policies written down for employees to use as a guide for performance, customers are treated badly by new and poorly trained employees, and the departments of the hotel do not communicate very effectively and therefore everyone blames everyone else when things go wrong.

The average length of tenure of the front desk agents at the Cloud hotel is 3 months and the customer satisfaction rating at the Beachside is a 6 out of a 10 possible rating. Most of the front desk agents that are hired come from other hotels in the area after they quit or are fired. Jacob is not involved in the hiring for the hotel at all and does not get involved with training and development. He spends most of his days looking at the financial reports for the hotel and analyzing average daily rates, occupancy rates, and REVPAR.

Jacob knows that he has many problems to deal with and so he goes to the Morning Dues hotel to observe things over there for a while. He sees a happy crew and talks to Martin about how he is making that happen. Martin is happy to help but wants Jacob to go back and observe his employees first and come up with ways that he specifically can help guide Jacob.

Class or small group discussion questions

• What systems should Jacob implement in order to start changing the human capital practices in the Beachside Hotel?
• What could Jacob learn from Martin in terms of the human capital aspects of running a hotel?
• How could training and development programs be implemented in the Cloud hotel in order to help with turnover and occupancy rates at the hotel?
• How could a return on investment perspective help or hurt the Cloud hotel is trying to compete with the Sunrise Hotel?
• What other human resource initiatives could be undertaken by either the Morning Dues hotel or Cloud hotel in order to help with the overall performance of their respective organizations?

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Hotels benefit from pooled management expertise under one roof, such as Commercial, Marketing & Digital, Sales, Revenue & Distribution, Central Reservation Office, Accounting & Controlling, Procurement, Food & Beverage, IT, Human Resources and Maintenance.

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Hotel Feasibility Study & Example

In over ten years of helping hotels to open and remodel successfully as a Hotel Revenue Management Consulting and Hotel Management Company , we have seen time and again at XOTELS how indispensable a hotel feasibility study is.

We have also seen how many would-be hoteliers simply assume that their vision will succeed, without conducting any notable research on building a hotel business that will be consistently profitable and competitive. 

In this article, we look at the steps involved in carrying out an effective hotel feasibility study and provide practical examples on how to obtain one effectively.

What Is a Hotel Feasibility Study? 

As the name suggests, a feasibility study investigates your hotel, resort, or hostel proposal to see if it is feasible as a sustainable and profitable business model. It does so by considering its viability relating to market, location, costs and financing. Typically, hotel feasibility studies are completed by external consultants who review the overall value and quality of the proposed project from an independent third-party point of view.

Below you will find a template and plan of approach our team of expert hotel consultants takes to put together a comprehensive validation report, based on the financial and market analysis, to determine the viability of a new hospitality project or lodging concept.

The Importance of a Hotel Feasibility Study

A feasibility study and hotel business plan form the cornerstone of your preparations for your new or remodelled hotel. It shows investors how they will receive a return on their investment (ROI, and if you´re able to stand out by producing an innovative hotel concept . It is therefore ill-advised to proceed without carrying out this crucial investigatory and illuminatory step.

How to do a Hotel Feasibility Study (Example)

1. location analysis.

Studying proposed sites for your hotel or resort aims to answer a number of questions critical to the success of your hotel project. 

• What makes the location an attractive site?
• Is there a supply of labour sufficient in number and quality?
• What human resource costs can be expected?
• Is the hotel supported by easy transport links?
• What are the potential risks and advantages associated with the local area?

2. Total Costs Calculation

Starting your own hotel business involves a large scope of expenses that have to be investigated including development and architectural costs that are incurred prior to opening. 

Then there are the operating overheads which the hotel will incur, including:

• Licences (consider government restrictions, taxes, zoning limitations, sustainability requirements)
• Franchising (whether it will be an independent or franchise hotel)
• Amenities (e.g. F&B outlets, swimming pool, spa, parking, and their upkeep costs)
• Human resources
• Inventories
• Electricity
• Future refurbishments

3. Local Hotel Supply and Demand Investigation

This involves analyzing all competition in the local area according to your selected concept type (hotels, resorts, hostels, apartments). Chiefly, their competitiveness. Information can be found on tourist boards, tour operators and travel research groups. Knowing local hotel supply and demand helps in projecting occupancy levels and rates for your hotel, one of the key elements in establishing its economic feasibility. Ask questions about competitors such as: ¨What has their performance been like during the past years in terms of ADR, RevPAR, and occupancy levels?¨.

4. Room Rates and Year-round Occupancy Levels

After establishing hotel supply and demand, your own hotel’s competitiveness, your projected operating costs, desired ROI, and crucially, benchmarking your competitor hotels, you can focus on room rates to see which ADRs (Average Daily Rate) you can anticipate. Year-round projections for demand will go a long way to informing your pricing decisions.

5. Establishing and Projecting Hotel Revenue Sources

The main sources of revenue for your hotel will come from room stays, food and beverage, and events such as conferences and meetings. Using your projections for average year-round room rates and occupancy levels, you can project sales from different revenue sources, including food and beverage, leisure and events (learn everything about these subjects in our online Revenue Management eBook or pdf version of our Revenue Management Book ).

6. Hotel Feasibility Study Projected ROI

One of the most important parts of your hotel feasibility study is the projected ROI. ROI is worked out by using a number of metrics, including internal rate of return ( IRR ), net present value ( NPV ), debt coverage ratios and discounted cash flow ( DCF ), as well as others. They help to show if the investment return is enough to proceed and if you will need to find financing from elsewhere.

If so, will the lenders of this capital be content with the projected ROI? If not, the hotel proposal can be abandoned altogether or it can be altered to make the return on investment attractive enough to proceed, such as changing site, tweaking room rates and reducing costs. A clear and comprehensive report is what banks, institutional or private investors (family offices) will be looking for.

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Hotel Feasibility Study Cost

Assembling a well-written and thorough hotel feasibility study is a comprehensive and time-consuming process. For this reason, feasibility studies don’t come cheap but as they always say: you get what you pay for. Ultimately, cheap means expensive in the long term or can even prevent you from getting your project off the ground since it will be tough to convince banks and other stakeholders that your concept is worthwhile and carries value for them.

Hotel Feasibility Study – The Final Word

As you can see, a hotel feasibility study is extensive, and with good reason. It gives you and all interested stakeholders such as other investors a much clearer picture regarding the costs involved, whether the return on investment is desirable, and helps in deciding how to proceed. 

A feasibility study is largely seen as an indispensable step, and our hotel consultants recommend this vital step is carefully completed for serious hotel proposals and accompanies the business plan in forming a blueprint for success.

Wishing you the best of luck in preparing your hotel feasibility study.

Patrick Landman

PS. Need help writing a solid feasibility study or business plan? XOTELS offers help through a wide range of hotel revenue management consulting services to get your plans on the right track!

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• Hospitality Case Review: The Top 100+ Hospitality Cases That Impacted Us in 2018

Written by Karen Morris, J.D., LL.M. and Diana S. Barber, J.D., CHE, CWP

ADA/Standing 1. Brito v. Wyndham Hotels and Resorts, LLC , 2018 WL 317464 (D. Colo., 01/08/2018). Plaintiff is a paraplegic and requires the use of a wheelchair to ambulate. While at defendant hotel he encountered multiple violations of the Americans with Disabilities Act (ADA) that effected his use and enjoyment of the premises and sued. The hotel challenged plaintiff’s standing. To establish standing, a plaintiff must show, inter alia, that he suffered an injury in fact. To prove that, plaintiff must establish a likelihood that he will return to defendant’s premises. Factors a court considers are the proximity of the business to plaintiff’s residence, the plaintiff’s past patronage of the business, the definitiveness of plaintiff’s plan to return, and the plaintiff’s frequency of travel near defendant. In the complaint plaintiff stated he lives in the same county as defendant, he has frequented defendant hotel for “pleasure purposes,” he was a guest at the premises for a two day stay, and he alleges an intention to return within four months. This constitutes a personal stake in the outcome to constitute standing and avoid dismissal of the complaint.

Bankruptcy 2. In Re Lorraine Hotel 2017 LLC , 2018 WL 5288893 (N.D. Ohio, 10/22/2018). Plaintiff hotel filed a Chapter 11 petition in bankruptcy. The debtor’s sole asset was a 93-room hotel, of which 54 rooms were rentable. The debtor did not have casualty insurance covering destruction of, or damage to, the facility. The Bankruptcy Code, Section 1112(b) authorizes a judge to dismiss or convert a Chapter 11 case to Chapter 7 “for cause.” Cause exists where a debtor fails to maintain appropriate insurance resulting in risk to the estate. The court stated appropriate insurance coverage is of “paramount importance” in this case because of the single asset in the estate and the status of the business as a struggling downtown hotel. The court thus dismissed the Chapter 11 case and denied conversion to Chapter 7. Instead, creditors can pursue their state remedies.

Class Action 3. Valverde v. Xclusive Staffing, Inc., et al , 2018 WL 4178532 (D. Co., 08/31/2018). Plaintiff is an employee of Omni Hotel. Per the written employment policies of the management company that operates the hotel, a $3.00 processing fee is deducted from each paycheck plaintiff and other employees receive. Plaintiff objected and seeks certification of a nationwide class of plaintiffs. Defendant objected arguing the allegations were insufficient to show that plaintiffs from other states were subject to the same policy. The court noted that defendant management company’s policies are national and controlled centrally from its Colorado headquarters. They are contained in its written employment policies used nationwide. The court thus found the evidence sufficient to certify a nationwide class.

Contracts 4. Murphy Elevator Co., Inc., v. Coco Key Hotel & Water Resort , 2018 WL 1747924 (Ohio Appls Crt, 04/11/2018). The parties had a two-year elevator maintenance contract. After the first year and a half, the hotel failed to pay. The elevator company stopped performing and sued for breach of contract. The hotel argued that it should only be liable for the unpaid moneys up to the time plaintiff stopped performing. The court rejected this argument and granted the elevator company lost profits. Noted the court, an award of damages should put the injured party in the same position it would have been in had there been no breach.

5. Stanciel v. Ramada Lansing Hotel and Conference Center , 2018 WL 842907 (Mich. Appls, 02/13/2018). Plaintiff fell when entering a hot tub at defendant hotel. Plaintiff attributes the fall to a broken support bar leading into the tub. Plaintiff sued, and the parties purportedly agreed to a settlement. Defendant prepared a written settlement agreement and submitted it to plaintiff. The documents included a “Medicare addendum.” Defendant’s attorney told plaintiff’s counsel to advise if he had a problem with any of the wording. Plaintiff returned the signed documents to defendant but unilaterally crossed out language in the addendum. Plaintiff now seeks to enforce the settlement agreement. Defendant argued the agreement was not valid because defendant was not willing to agree to the settlement without the eliminated clause. Plaintiff argued the clause that was crossed out was not an essential term of the settlement agreement so there was still a meeting of the minds on all the essential terms. The court ruled the parties did not reach an enforceable settlement agreement. Case dismissed.

6. Claris, Ltd. v. Hotel Development Services, LLC , 2018 WL 3203053 (Crt. Appls, Ohio, 06/29/18). Per contract dated 8/2005, defendant agreed to build plaintiff a 4-floor, 122 room hotel which plaintiff planned to operate as a Candlewood Suites. The construction was completed in late summer 2006. In 2013 the hotel began experiencing water penetration when rain occurred. Plaintiff’s expert witness investigated defendant’s construction work of the hotel’s walls and identified five deficiencies. The expert excluded one of the five as the cause of the water problem but did not identify the extent to which the other four may have contributed to the damage. Therefore, plaintiff failed to establish that a breach of contract by defendant caused the leakage. Thus, the court reversed a jury verdict in favor of plaintiff and directed a verdict for defendant.

7. Couture Hotel Corporate v. US , 2018 WL 3076847 (Crt. of Fed. Clms, 06/21/2018). Plaintiff purchased a $9 million hotel near Nellis Air Force Base intending to participate in the off-base lodging business for visitors to the base utilized when on-base lodging is full. To meet the base’s requirements, plaintiff made modifications costing in excess of $1 million. When the work was completed, defendant advised plaintiff that, due to lowered demand, it was not adding any new facilities to its overflow listings at the time. Plaintiff sued, claiming that defendant’s refusal to permit plaintiff to compete for off-base services violated the Competition in Contracting Act, various associated procurement regulations, and a contract implied-in-fact. The court held for the government finding procurement rules were not violated, and a contract-in-fact did not exist. While the government representative talked to plaintiff about prerequisites to qualify for the lodging overflow business before plaintiff purchased the facility, documents provided to plaintiff clearly stated that a prerequisite to the government signing a contract were various inspections and approvals. Said the court, “[I]n negotiations where the parties contemplate that their contractual relationship would arise by means of a written agreement, no contract can be implied.” The complaint was thus dismissed for failure to state a claim.

Default Judgment 8. Travelodge Hotels, Inc. v. Durga, LLC , 2018 WL 5307809 (D. NJ, 10/26/2018). Defendant was a franchisee of plaintiff. Defendant ceased operating and plaintiff filed suit for damages for breach of contract. Plaintiff ultimately received a default judgment. Defendant now seeks relief from that judgment. He argued his failure to defend was excusable because he was traveling the world searching for experimental medical treatments for their daughter who suffers from a rare anoxic brain injury which worsened about the time of the lawsuit. Per defendant, this search “consumed” his life. The court granted the relief, noting that the defendant’s inattention to the lawsuit was excusable given the daughter’s illness.

Eminent Domain 9. North Carolina Dept. of Transportation v. Laxmi Hotels, Inc. , 2018 WL 2207793 (05/15/2018). Defendant operates a Super 8 Motel. The Department of Transportation (DOT) sought to widen and improve the street on which the hotel was located. As a result of the work, the hotel lost several parking spaces. Also, due to a 15-foot tall retaining wall installed, visibility of the facility from the nearby thoroughfares was totally lost. The DOT claims it explained the extent of the work to be performed. The hotel’s president stated the DOT assured him the hotel would not lose any parking spaces and failed to explain the height of the retaining wall. As a result of the lost parking and street visibility, the hotel claims the DOT significantly underpaid for the taking since the loss of parking and visibility severely impacted the value of the hotel. The court agreed that the DOT did not adequately inform the hotel of the extent of the taking of hotel property. The court thus ordered the DOT to provide just compensation. The case was remanded for further calculation of appropriate reimbursement for the hotel.

Employment/Actual Employer 10. Frey v. Hotel Coleman, et al , 2018 WL 4327310 (7th Cir., 2018). Plaintiff worked at a Holiday Inn Express in Algonquin, Illinois. The hotel was owned by Hotel Coleman, Inc. which hired Vaughn Hospitality, Inc. to manage the facility. Vaughn Hospitality consisted of Michael Vaughn and his wife. Plaintiff’s paychecks came from Hotel Coleman; she was trained, supervised, evaluated, assigned, etc. by Vaughn Hospitality. Plaintiff claimed Michael Vaughn sexually harassed her and she filed a claim with the EEOC. She was thereafter fired and sued Hotel Coleman and Vaughn Hospitality for retaliatory discharge. The lower court determined Vaughn Hospitality was not plaintiff’s employer and dismissed the charges against it. Following trial against Hotel Coleman, plaintiff appealed Vaughn Hospitality’s dismissal. The appeals court reviewed several factors to consider when determining who is an employer, the most important being the right to control and supervise the worker. The court vacated the ruling that Vaughn Hospitality was not a joint employer and remanded the case. In doing so the court commented that the district court will “likely” conclude that Vaughn Hospitality was plaintiff’s employer.

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HospitalityLawyer.com® provides numerous resources to all sponsors and attendees of The Hospitality Law Conference: Series 2.0 (Houston and Washington D.C.). If you have attended one of our conferences in the last 12 months you can access our Travel Risk Library, Conference Materials Library, ADA Risk Library, Electronic Journal, Rooms Chronicle and more, by creating an account. Our libraries are filled with white papers and presentations by industry leaders, hotel and restaurant experts, and hotel and restaurant lawyers. Click here to create an account or, if you already have an account, click here to login.

KAREN MORRIS (585) 256-0160 [email protected]

Karen Morris is an elected Town Justice in Brighton New York, a Professor of Law at Monroe Community College (MCC), and an author. She was elevated to the title of Distinguished Professor, awarded by the Chancellor of the State University of New York.

She has written several textbooks including numerous editions of Hotel, Restaurant and Travel Law, the latest of which was published in 2017 by Kendall Hunt and won a Textbook Excellence Award from Text and Academic Authors Association. She also wrote two editions of New York Cases in Business Law for Cengage Publishing. In 2011, she published Law Made Fun through Harry Potter’s Adventures, and in 2017, Law Made Fun through Downton Abbey. She also co-authors Criminal Law in New York, a treatise for lawyers. She writes a column for Hotel Management Magazine entitled, Legally Speaking, and a blog for Cengage Publishing Company on the law underpinning the news.

Among the courses she has taught are Hotel and Restaurant Law, Business Law I and II, Constitutional Law, Movies and the Law, “The Michael Jackson Trial” and “O.J. Simpson 101; Understanding Our Criminal Justice System.” Her course offerings include some in traditional classroom settings and others online. She won the Excellence in Teaching Award in 1994, having been selected by her peers, and the Chancellor’s Award for Teaching Excellence in 2002, conferred by the Chancellor of the State University of New York.

DIANA S. BARBER (404) 822-0736 [email protected] [email protected]

Diana S. Barber, J.D., CHE, CWP is currently an adjunct professor teaching hospitality law and hospitality human resource management at Georgia State University in Atlanta, GA. In addition, she conducts a one-day workshop on contracting and risk management for the Events and Meeting Planning Certificate Program offered by The University of Georgia in Athens, Georgia.

In 2017, Diana became a co-author of Hospitality Law, Managing Legal Issues in the Hospitality Industry (5th Edition), along with Stephen Barth. Ms. Barber is a recipient of the J. Mack Robinson College of Business Teaching Excellence Award in 2011 and was awarded 2011 Study Abroad Program Director of the Year by Georgia State University. In addition, Ms. Barber is the recipient of the 2010 Hospitality Faculty of the Year award and in 2012, received a Certificate of Recognition from the Career Management Center for the J. Mack Robinson College of Business. Ms. Barber is a member of Phi Beta Delta, an honor society for international scholars. Diana also completed her certification as a Certified Wedding Planner through the nationally recognized [the] Bridal Society.

Ms. Barber has recently launched a consulting/speaking company called LodgeLaw Consulting using her combined academic and hospitality legal skills; specializing in providing education to hospitality companies on preventative measures to reduce legal exposure, as well as a full range of legal services to hotels, motels, restaurants, event planning companies and private clubs. She has over thirty years of legal hospitality experience. Diana began her law practice as an associate attorney at King & Spalding in Atlanta, Georgia after graduating cum laude from Walter F. George School of Law at Mercer University in Macon, Georgia. She then spent over fourteen years with The Ritz-Carlton Hotel Company, LLC serving as vice president and associate general counsel. She is a member of the State Bar of Georgia, G.A.H.A., and the Georgia Hotel & Lodging Association (“GHLA”).

"For 22 years as Brighton Town Judge I have enforced the law, applying the rules without favor. As a judge, I blend fairness, impartiality, diligence, caring and firmness in all my decisions. Like you I am concerned about the safety of our community, the future of our young people, and the wellbeing of our residents. To those ends, I hold convicted defendants accountable, and for nonviolent offenders I include mandatory rehabilitation programs to help eliminate repeat criminal behavior" Additionally,

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Top 40 Most Popular Case Studies of 2021

Two cases about Hertz claimed top spots in 2021's Top 40 Most Popular Case Studies

Two cases on the uses of debt and equity at Hertz claimed top spots in the CRDT’s (Case Research and Development Team) 2021 top 40 review of cases.

Hertz (A) took the top spot. The case details the financial structure of the rental car company through the end of 2019. Hertz (B), which ranked third in CRDT’s list, describes the company’s struggles during the early part of the COVID pandemic and its eventual need to enter Chapter 11 bankruptcy. 

The success of the Hertz cases was unprecedented for the top 40 list. Usually, cases take a number of years to gain popularity, but the Hertz cases claimed top spots in their first year of release. Hertz (A) also became the first ‘cooked’ case to top the annual review, as all of the other winners had been web-based ‘raw’ cases.

Besides introducing students to the complicated financing required to maintain an enormous fleet of cars, the Hertz cases also expanded the diversity of case protagonists. Kathyrn Marinello was the CEO of Hertz during this period and the CFO, Jamere Jackson is black.

Sandwiched between the two Hertz cases, Coffee 2016, a perennial best seller, finished second. “Glory, Glory, Man United!” a case about an English football team’s IPO made a surprise move to number four.  Cases on search fund boards, the future of malls,  Norway’s Sovereign Wealth fund, Prodigy Finance, the Mayo Clinic, and Cadbury rounded out the top ten.

Other year-end data for 2021 showed:

• Online “raw” case usage remained steady as compared to 2020 with over 35K users from 170 countries and all 50 U.S. states interacting with 196 cases.
• Fifty four percent of raw case users came from outside the U.S..
• The Yale School of Management (SOM) case study directory pages received over 160K page views from 177 countries with approximately a third originating in India followed by the U.S. and the Philippines.
• Twenty-six of the cases in the list are raw cases.
• A third of the cases feature a woman protagonist.
• Orders for Yale SOM case studies increased by almost 50% compared to 2020.
• The top 40 cases were supervised by 19 different Yale SOM faculty members, several supervising multiple cases.

CRDT compiled the Top 40 list by combining data from its case store, Google Analytics, and other measures of interest and adoption.

All of this year’s Top 40 cases are available for purchase from the Yale Management Media store .

And the Top 40 cases studies of 2021 are:

1.   Hertz Global Holdings (A): Uses of Debt and Equity

2.   Coffee 2016

3.   Hertz Global Holdings (B): Uses of Debt and Equity 2020

4.   Glory, Glory Man United!

5.   Search Fund Company Boards: How CEOs Can Build Boards to Help Them Thrive

6.   The Future of Malls: Was Decline Inevitable?

7.   Strategy for Norway's Pension Fund Global

8.   Prodigy Finance

9.   Design at Mayo

10. Cadbury

11. City Hospital Emergency Room

13. Volkswagen

14. Marina Bay Sands

15. Shake Shack IPO

16. Mastercard

17. Netflix

18. Ant Financial

19. AXA: Creating the New CR Metrics

20. IBM Corporate Service Corps

21. Business Leadership in South Africa's 1994 Reforms

22. Alternative Meat Industry

23. Children's Premier

24. Khalil Tawil and Umi (A)

25. Palm Oil 2016

26. Teach For All: Designing a Global Network

27. What's Next? Search Fund Entrepreneurs Reflect on Life After Exit

28. Searching for a Search Fund Structure: A Student Takes a Tour of Various Options

30. Project Sammaan

31. Commonfund ESG

32. Polaroid

33. Connecticut Green Bank 2018: After the Raid

34. FieldFresh Foods

35. The Alibaba Group

36. 360 State Street: Real Options

37. Herman Miller

38. AgBiome

39. Nathan Cummings Foundation

40. Toyota 2010

Artificial intelligence  is being used in healthcare for everything from answering patient questions to assisting with surgeries and developing new pharmaceuticals.

According to  Statista , the artificial intelligence (AI) healthcare market, which is valued at $11 billion in 2021, is projected to be worth $187 billion in 2030. That massive increase means we will likely continue to see considerable changes in how medical providers, hospitals, pharmaceutical and biotechnology companies, and others in the healthcare industry operate.

Better  machine learning (ML)  algorithms, more access to data, cheaper hardware, and the availability of 5G have contributed to the increasing application of AI in the healthcare industry, accelerating the pace of change. AI and ML technologies can sift through enormous volumes of health data—from health records and clinical studies to genetic information—and analyze it much faster than humans.

Healthcare organizations are using AI to improve the efficiency of all kinds of processes, from back-office tasks to patient care. The following are some examples of how AI might be used to benefit staff and patients:

• Administrative workflow:  Healthcare workers spend a lot of time doing paperwork and other administrative tasks. AI and automation can help perform many of those mundane tasks, freeing up employee time for other activities and giving them more face-to-face time with patients. For example, generative AI can help clinicians with note-taking and content summarization that can help keep medical records as thoroughly as possible. AI might also help with accurate coding and sharing of information between departments and billing.
• Virtual nursing assistants:  One study found that  64% of patients  are comfortable with the use of AI for around-the-clock access to answers that support nurses provide. AI virtual nurse assistants—which are AI-powered chatbots, apps, or other interfaces—can be used to help answer questions about medications, forward reports to doctors or surgeons and help patients schedule a visit with a physician. These sorts of routine tasks can help take work off the hands of clinical staff, who can then spend more time directly on patient care, where human judgment and interaction matter most.
• Dosage error reduction:  AI can be used to help identify errors in how a patient self-administers medication. One example comes from a study in  Nature Medicine , which found that up to 70% of patients don’t take insulin as prescribed. An AI-powered tool that sits in the patient’s background (much like a wifi router) might be used to flag errors in how the patient administers an insulin pen or inhaler.
• Less invasive surgeries:  AI-enabled robots might be used to work around sensitive organs and tissues to help reduce blood loss, infection risk and post-surgery pain.
• Fraud prevention:  Fraud in the healthcare industry is enormous, at $380 billion/year, and raises the cost of consumers’ medical premiums and out-of-pocket expenses. Implementing AI can help recognize unusual or suspicious patterns in insurance claims, such as billing for costly services or procedures that are not performed, unbundling (which is billing for the individual steps of a procedure as though they were separate procedures), and performing unnecessary tests to take advantage of insurance payments.

A recent study found that  83% of patients  report poor communication as the worst part of their experience, demonstrating a strong need for clearer communication between patients and providers. AI technologies like  natural language processing  (NLP), predictive analytics, and  speech recognition  might help healthcare providers have more effective communication with patients. AI might, for instance, deliver more specific information about a patient’s treatment options, allowing the healthcare provider to have more meaningful conversations with the patient for shared decision-making.

According to  Harvard’s School of Public Health , although it’s early days for this use, using AI to make diagnoses may reduce treatment costs by up to 50% and improve health outcomes by 40%.

One use case example is out of the  University of Hawaii , where a research team found that deploying  deep learning  AI technology can improve breast cancer risk prediction. More research is needed, but the lead researcher pointed out that an AI algorithm can be trained on a much larger set of images than a radiologist—as many as a million or more radiology images. Also, that algorithm can be replicated at no cost except for hardware.

An  MIT group  developed an ML algorithm to determine when a human expert is needed. In some instances, such as identifying cardiomegaly in chest X-rays, they found that a hybrid human-AI model produced the best results.

Another  published study  found that AI recognized skin cancer better than experienced doctors.  US, German and French researchers used deep learning on more than 100,000 images to identify skin cancer. Comparing the results of AI to those of 58 international dermatologists, they found AI did better.

As health and fitness monitors become more popular and more people use apps that track and analyze details about their health. They can share these real-time data sets with their doctors to monitor health issues and provide alerts in case of problems.

AI solutions—such as big data applications, machine learning algorithms and deep learning algorithms—might also be used to help humans analyze large data sets to help clinical and other decision-making. AI might also be used to help detect and track infectious diseases, such as COVID-19, tuberculosis, and malaria.

One benefit the use of AI brings to health systems is making gathering and sharing information easier. AI can help providers keep track of patient data more efficiently.

One example is diabetes. According to the  Centers for Disease Control and Prevention , 10% of the US population has diabetes. Patients can now use wearable and other monitoring devices that provide feedback about their glucose levels to themselves and their medical team. AI can help providers gather that information, store, and analyze it, and provide data-driven insights from vast numbers of people. Using this information can help healthcare professionals determine how to better treat and manage diseases.

Organizations are also starting to use AI to help improve drug safety. The company SELTA SQUARE, for example, is  innovating the pharmacovigilance (PV) process , a legally mandated discipline for detecting and reporting adverse effects from drugs, then assessing, understanding, and preventing those effects. PV demands significant effort and diligence from pharma producers because it’s performed from the clinical trials phase all the way through the drug’s lifetime availability. Selta Square uses a combination of AI and automation to make the PV process faster and more accurate, which helps make medicines safer for people worldwide.

Sometimes, AI might reduce the need to test potential drug compounds physically, which is an enormous cost-savings.  High-fidelity molecular simulations  can run on computers without incurring the high costs of traditional discovery methods.

AI also has the potential to help humans predict toxicity, bioactivity, and other characteristics of molecules or create previously unknown drug molecules from scratch.

As AI becomes more important in healthcare delivery and more AI medical applications are developed, ethical, and regulatory governance must be established. Issues that raise concern include the possibility of bias, lack of transparency, privacy concerns regarding data used for training AI models, and safety and liability issues.

“AI governance is necessary, especially for clinical applications of the technology,” said Laura Craft, VP Analyst at  Gartner . “However, because new AI techniques are largely new territory for most [health delivery organizations], there is a lack of common rules, processes, and guidelines for eager entrepreneurs to follow as they design their pilots.”

The World Health Organization (WHO) spent 18 months deliberating with leading experts in ethics, digital technology, law, and human rights and various Ministries of Health members to produce a report that is called  Ethics & Governance of Artificial Intelligence for Health . This report identifies ethical challenges to using AI in healthcare, identifies risks, and outlines six  consensus principles  to ensure AI works for the public’s benefit:

• Protecting autonomy
• Promoting human safety and well-being
• Ensuring transparency
• Fostering accountability
• Ensuring equity
• Promoting tools that are responsive and sustainable

The WHO report also provides recommendations that ensure governing AI for healthcare both maximizes the technology’s promise and holds healthcare workers accountable and responsive to the communities and people they work with.

AI provides opportunities to help reduce human error, assist medical professionals and staff, and provide patient services 24/7. As AI tools continue to develop, there is potential to use AI even more in reading medical images, X-rays and scans, diagnosing medical problems and creating treatment plans.

AI applications continue to help streamline various tasks, from answering phones to analyzing population health trends (and likely, applications yet to be considered). For instance, future AI tools may automate or augment more of the work of clinicians and staff members. That will free up humans to spend more time on more effective and compassionate face-to-face professional care.

When patients need help, they don’t want to (or can’t) wait on hold. Healthcare facilities’ resources are finite, so help isn’t always available instantaneously or 24/7—and even slight delays can create frustration and feelings of isolation or cause certain conditions to worsen.

IBM® watsonx Assistant™ AI healthcare chatbots  can help providers do two things: keep their time focused where it needs to be and empower patients who call in to get quick answers to simple questions.

IBM watsonx Assistant  is built on deep learning, machine learning and natural language processing (NLP) models to understand questions, search for the best answers and complete transactions by using conversational AI.

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