Property managers are adding mobile check-ins, smartphone room keys, and mobile concierge services but do not necessarily have the infrastructure to support all of these new services. What considerations do hotel owners need to make to support this "mobile white space" in the hotel IT ecosystem? With the right solutions in place, hotel owners and managers can fill a significant gap in service-the gap that occurs as property owners shift to digital interactions and smartphone applications to help control guest experiences. This gap has become known in the hotel industry as the "mobile white space." READ MORE

A new era of business-to-customer communications is taking shape and, in this new world, fast, intimate, service-oriented communications are eclipsing traditional broadcast marketing. In a world where service experiences are instantly made public on TripAdvisor and where communication is increasingly integral to service delivery, real-time interactions with customers are now essential for service brands. Consumers expect to engage and receive service through the mobile channels where they live their lives. Effective, Real-Time Customer Relationship Management (RTCRM) turns customers into brand advocates and results in the development of world-class brands. READ MORE

There is no scarcity of impressive numbers and statistics espousing the exponential growth in the use of smart-phones and other mobile devices across the globe. Equally we have abundant access to these same data-points professionally refined and indexed specifically to the Connected-Traveler, also known as our addressable market. However, as an industry do we adequately understand how to intersect this market with highly relevant guest-facing mobile solutions? In this article we review where we came from, the challenges we have overcome, where we are now, and most importantly identify initiatives to improve adoption and subscription rates to our guest-facing mobile offerings. READ MORE

Many articles provide tips on how to deal with angry customers such as “don't take the angry outburst personally”, “sympathize with the customer and get them to calm before solving their problem” and “maintain an assertive, positive and calm attitude”. All are excellent tools and your team will achieve high customer service scores if they apply them. However, do you have a plan to deal with the anger that creates havoc “behind the scenes” when the customer isn't looking? If you don't, you are probably dealing with high turnover rates and wondering how to fix it. READ MORE

The hot topic of late has been on how to engage guests through their mobile devices, and thus hopefully establishing a new group of loyal customers. Beyond engagement, we decided to take it a step further, looking into how much they use mobile media as a payment tool. Since mobile payments are used in the retail market already, what do our hotel guests have to say about mobile payments in hotels? Do they use mobile payments now? Will they use mobile payment methods to settle hotel payments? What about buying that cup of coffee at the coffee bar or the souvenir t-shirt at the gift shop? READ MORE

Dear Hotelier, I know it's hard to hear, hoteliers - but your guests are just not that into you. In the movie, "He's Just Not That Into You," a young woman is regularly disappointed when she misreads signals from men. These days it seems that many hoteliers are either missing or mis-reading signals about how the ever changing nature of our mobile experience is affecting guest expectations. READ MORE

For over 20 years, hoteliers have practiced MBWA (Management by Walking Around) to facilitate open, timely communication with associates and guests. With the advent of mobile technology and a flood of new ways to communicate, leadership becomes more challenging in an always-on, always-connected workplace. How does a hospitality professional lead a team in a digital world while holding true to the core competencies that make for a great hotelier? READ MORE

With guests bringing increasing numbers of Wi-Fi devices to hotels for business and pleasure (now including wearables), how will hotels accommodate them? From guest engagement and entertainment to internal operations and hotel services, Wi-Fi enabled devices can take hotels and their guests from check-in to check-out and everything in between. By understanding what applications are on the horizon, what can be done with the right technology and with an eye towards the future of Wi-Fi, hotels can increase RevPAR by optimizing operations, increasing efficiencies, and elevating guest engagement. READ MORE

The lines between business and leisure travel are becoming increasingly blurred. Fueled by the proliferation of mobile devices and the ability to stay connected, over half of business travelers now extend their business trips into leisure trips. This presents new opportunities for hotels, but they need to configure their services to be flexible. Conference and meeting planners also have to be cognizant of these changes, ensuring that they incorporate an element of leisure when they plan their meetings. This article will focus on hotels around the world that are responding to the blurring of business and leisure travel. READ MORE

Several surveys conducted over the years by the author from several hundred hotel managers indicated strong interest in the practice of ethics by employees at every level. Managers believe a comprehensive program of ethics would greatly benefit the bottom line by enhancing repeat business and word-of-mouth advertising. Yet fewer than 10% of the hotels surveyed indicated they have a program of ethics in place. The basic question is ” why, if the need is so great, are there so few hotels with a program for ethics?” READ MORE

On a quiet tree-lined street of the Upper East Side is where you will find the Hotel Plaza Athenee, nestled among genteel residences and lavish townhouses at 37 E. 64th Street between Park and Madison Avenue. Combining cosmopolitan luxury with the intimacy and services of a boutique hotel, Hotel Plaza Athenee has created a home away from home for royalty, world leaders, celebrities, executives and sophisticated travelers from all around the world since 1984. READ MORE

Meetings are an essential part of organizational life; a manager's ability to run effective meetings is a critical part of business success. And yet business meetings and staff meetings are often viewed with disdain and disregard. This article provides practical tips to enhance meeting skills and breathe new life into meetings. READ MORE

Hotels have been at the forefront of offering guests ways to interact with innovative technologies for decades. When the popularity of television was starting to peak, many families did not have their own televisions. However in 1947, The Roosevelt Hilton in New York City became the first hotel in the world to install TVs in guest rooms. Guests were excited to experience the new technology during their stays. READ MORE

While the holidays are traditionally among the most busy times in the hospitality industry, enterprising executives and entrepreneurial managers also see an opportunity to implement new resolutions that set the groundwork for a successful next year. These can range in scope, from implementing new technologies or team building initiatives, through refining social media presence and cleaning up job postings. READ MORE

It's that time of year again—time to don ugly sweaters and drink rum-filled egg nog while socializing with co-workers at the company holiday party. This is also the time for heightened instances of sexual harassment and liability surrounding overtime pay and holiday bonuses. READ MORE