By Lauren Bovich NEW YORK: The 90th International Hotel/Motel & Restaurant Show kicked off today at the Jacob Javits Convention Center with 1,400 exhibiting companies and 35,000 trade attendees. Yesterday, prior to the start of the show, the American Hotel & Lodging Association (AH&LA) held its annual Hospitality Leadership Forum, which began with a CEO leadership panel including David Kong, president & CEO, Best Western International; Arne Sorenson, executive vp/CFO, Marriott International; Craig S. Miller, president/CEO of Ruth’s Chris Steak House and Thomas Corcoran of FelCor Lodging Trust. The panel used the session to comment on issues such as technology, industry concerns, and what lies ahead. Sorenson said his company is currently enjoying “getting back to normal after an interesting three or four years,” but also noted concern for the rising cost of labor, utilities and insurance. Corcoran echoed that sentiment and added that immigration laws and union issues, and health insurance are creating additional labor obstacles. With every brand trying to differentiate itself, Kong expressed his opinion that what really is going to make an impression on the consumer is to make an emotional connection through customer service. “I read many letters, and there are far more about customer service…it is far more important than product, it connects with you emotionally,” he said. Sorenson also took time to discuss geopolitical factors that affect the industry, noting that since 9/11, the U.S. has made it difficult for international visitors to travel here. However, the weak dollar right now is curbing that impact. “It will be interesting to see if the U.S. becomes a less attractive destination in the future,” he said. There was also some discussion about third parties such as expedia.com and travelocity.com. Once seen as a major threat, Corcoran noted now that the price points have stabilized, the
By Lauren Bovich NEW YORK: The 90th International Hotel/Motel & Restaurant Show kicked off today at the Jacob Javits Convention Center with 1,400 exhibiting companies and 35,000 trade attendees. Yesterday, prior to the start of the show, the American Hotel & Lodging Association (AH&LA) held its annual Hospitality Leadership Forum, which began with a CEO leadership panel including David Kong, president & CEO, Best Western International; Arne Sorenson, executive vp/CFO, Marriott International; Craig S. Miller,