Articles

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• Every Call is a Website Failure
  Hospitality Upgrade Magazine – Spring, 2013
• Evolution of Hotel Distribution 2012
  Hospitality Upgrade Magazine – Summer, 2012
• New Regulations on Reserving Rooms for Physically Disabled Guests Take Effect in the U.S. on March 15, 2012
  Hospitality Upgrade Magazine – Spring, 2012
• E-Commerce in Hotel Investment Issues & Perspectives, 5th Edition,
  published by American Hotel & Lodging Educational Institute. 2011. [Publication available through the Educational Institute.]
• Choosing a Reservation Representation Company – Revisited (Part 2)
  Hospitality Upgrade Magazine – Summer, 2011
• Choosing a Reservation Representation Company – Revisited (Part 1)
  Hospitality Upgrade Magazine – Spring, 2011
• Is All Lost for Hotel Brand Websites?
  Hospitality Upgrade Magazine – Fall, 2010
• The Challenge and Threat of Extra Hotel Fees
  Hospitality Upgrade Magazine – Summer, 2010
• Deal Makers / Deal Breakers           
  Factors Hotel Mull as They Consider Technology Purchases
  Hospitality Upgrade Magazine – Spring, 2010
• Significant Announcements by Online Travel Agencies
  Hospitality Upgrade, Summer 2009
• To Call Forward or Not Call Forward, Hospitality Upgrade, Summer 2009.
• Hotels: Are You Maximizing Your CRS?  Hospitality Technology, November/December 2008.
• Revenue Management Systems Promise and Delivery, Para II: The Hotelier's Perspective. Hospitality Upgrade, Summer 2008.
• Revenue Management Systems Promise and Delivery, Part I: The Vendors Perspective. Hospitality Upgrade, Spring 2008.
• Embrace the Customer.  Lodging Hospitality, June 2007.
• Groups and Meetings: The Next Frontier in Online Booking. Hospitality Upgrade, Summer 2007.
• Ten Reasons To Love The Internet.  Lodging Hospitality, March 15, 2007.
• Future Proofing Your Property. Hospitality Upgrade, Spring 2007.
• Words Matter! Hospitality Upgrade, Summer 2006.
• Do You Know What They're Saying About Your Hotel? How Guest Review Web Sites May be Impacting Your Bottom Line. Hospitality Upgrade, Spring 2006.
• E-Commerce in Hotel Investment Issues & Perspectives, 4th Edition, published by American Hotel & Lodging Educational Institute.  2006. [Publication available through the Educational Institute.]
• Book Them While They're Surfing.  Bottomline, June/July 2005.
• What the Cruise Lines Can Teach the Hotel Industry. Hospitality Upgrade, Spring 2005.
• Time for Change: The Evolution of Electronic Distribution and Central Reservations Management is for Real.  Lodging, January 2005.
• Representation Companies Introduce Proactive Counseling.  Hospitality Upgrade, Fall 2004.
• Hold Your Horses! Getting a Grip on the Reins of Distribution Channel Management. Hospitality Upgrade, Summer 2004 (co-authored with Jon Inge). 
• A Wave of Ownership Change Among Reservations Representation Firms. Hospitality UReservation upgrade, Spring 2004.
• Emerging Technology . Lodging, January 2004.
• Hotel Data Maintenance in the GDSs  - Is It Still an Issue? Hospitality Upgrade, Fall 2003.
• The Web Reshapes Voice Reservations. Hospitality Upgrade, Summer 2003.
• Inventory and Rate Management In a New World.  Hospitality Upgrade, Summer 2002.
• Changing Tides in Reservations and Electronic Distribution. Hospitality Upgrade, Spring 2002.
• Good Help Is Hard To Find: User Assistance on Hotel Web Sites. Hospitality Upgrade, Fall 2001 (authored by Judith Burns).
• Choosing a Reservation Representation Company. Part 2  Hospitality Upgrade, Summer 2001.
• Choosing a Reservation Representation Company. Part 1  Hospitality Upgrade.  Spring 2001.
• Understanding and Maximizing a Hotel's Electronic Distribution Options. Hospitality Upgrade.  Fall 2000.
• A Web Bookings Workbook:  How To Get Your Share.  Hotel & Restaurant Technology UPDATE.  Fall 1999 (co-authored with Judith Burns).
• As I See It.  Presentation to New Frontiers Conference.  September 1999.
• Considering the Future of Electronic Distribution.  Hotel & Restaurant Technology UPDATE.  Summer 1999.
• Value of the Internet for the Consumer.  Presentation at the February 1999 EuroHotec Conference, Vienna.
• Rumors of Their Demise Were Clearly Premature. The Hotel & Restaurant Technology UPDATE, Spring 1999.
• Central Reservation Systems.  Hospitality Technology 1999 Buyer's Guide.  1999.
• Selecting new computerized systems: some thoughts on easing the process. The Rooms Chronicle, Vol 6, No. 5, September/October 1998.
• The Growing CRS Role in Data Base Marketing. The Hotel & Restaurant Technology UPDATE, Fall 1998.
• CRS -- Evolving Roles, Evolving Capabilities. Lodging, June 1998.
• GDS Predictions Revisited, Lessons Learned. The Hotel & Restaurant Technology UPDATE, Summer 1998.
• GDS Data Base Maintenance: The Never-Ending Challenge - Part 2. Hotel Technology Update, Spring 1998.
• CRS: Looking Back, Looking Forward. H & A Report, March 1998.
• GDS Data Base Maintenance - The Never-Ending Challenge - Part 1. H & A Report, May/June 1997.
• Evolving Role of the Central Res System. Lodging, May 1997.
• IARE’s annual meeting draws call center managers. Travel Distribution Report, May 8, 1997.
• Getting the most out of CRS and GDS. Hotel & Motel Management, May 5, 1997.
• The Evolving Role of the Central Reservation System. H & A Report, Volume IV, Issue 3, January/February 1997.
• A Landmark Year for Hotel CRS. H & A Report, Volume IV, Issue 2, November/December 1996.
• Using GDS systems to best advantage. The Rooms Chronicle, Vol 4, No. 4, July/August 1996.
• CRS - Looking Back, Looking Forward. H & A Report, Volume III, Issue 6, May/June 1996.
• IARE members, meeting in Phoenix, weigh effects of new technologies. Travel Distribution Report, May 23, 1996.
• Global Connectivity. Hotel & Motel Management, April 22, 1996 (co-authored with Robert M. Coyne).
• Seamless - The New GDS Connectivity Standard. H & A Report, Volume III, Issue 5, January/February 1996.
• Electronic GDS Distribution - What Are Your Options? H & A Report, Volume III, Issue 5, January/February 1996.
• Hospitality Marketing Through Global Distribution Systems. HSMAI Marketing Review, Vol. 12, No. 3, Winter 1995/1996.
• Improving Hotel Reservation Efficiency. H & A Report, Volume III, Issue 4, October/November 1995.
• Judging Hotel Reservations Office Efficiency. H & A Report, Volume III, Issue 3, July/August 1995.
• A New Generation of Central Reservation Technology. H & A Report, Volume III, Issue 2, May/June 1995.
• Global Distribution Systems: A Glimpse of the Future. Hospitality & Automation, October/November 1994.
• Global Distribution Systems: A Glimpse of the Future. The HSSS Newsletter, Vol. 5, Issue 1, November 1994.

Whitepapers

• “Invent the future: the new normal for hotels in 2010 and beyond” Written for Amadeus IT.

HEDNA Educational Materials

Essentials of Revenue Management for Electronic Distribution Marketing, (Alexandria, VA: Hotel Electronic Distribution Network Association), 2003.

The HEDNA GDS Educational Kit, 2nd edition, (Pittsburgh: Hotel Electronic Distribution Network Association), 1996, Revised 1998. Vol. 1 "Introduction to Global Distribution Systems." Vol. 2 "Hotel Roles in the Electronic Reservation Process." Vol. 3 "Selling Your Hotel Through the Global Distribution Network."

HEDNA Advanced Electronic Distribution Education Program. (Pittsburgh: Hotel Electronic Distribution Network Association), 1997, Revised 1998. Translations: Spanish Vol. 1 "Revenue Management in GDSs/ADSs Vol. 2 "Strategic Planning for Electronic Distribution through GDS and ADS" Vol. 3 "The Global Distribution Systems & Alternative Distribution Systems:  An Overview Vol. 4 "The Travel Agency Sales Call."

If you would like information about these training programs, please check out HEDNA's web site.