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When did hotels stop providing an evening turndown with a chocolate on the pillow? Or greet guests on arrival with a complimentary glass of sherry? Or even knock on the door each morning bringing clean sheets?
These days, many hotel companies are more concerned with branding, distribution and communicating in corporate jargon. Take InterContinental Hotels Group: a company that once prided itself on owning and managing its hotels, from the midmarket Holiday Inn Express chain to luxury InterContinental properties, is now a purveyor of “midscale conversion brands” or “upper midscale” Holiday Inns that deliver “revpar”, industry-speak for revenue per available room, or even goppar, which stands for gross operating profit per available room.
Last week’s results from IHG contained standard financial information such as revenue,
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