What is emerging as the biggest mobile-powered technology opportunity for the hotel industry in 2015? To borrow a phrase from the real estate world, it's "location, location, location." Hotels -- by their very nature - are about location. And location within the context of hotel marketing today is increasingly defined by the mobile device: a smartphone or tablet (and increasingly both) that now always accompany a traveler or guest into a property or resort. Free to email, text, chat, shop, search, snap or even sketch from almost anywhere through their mobile device, today's travelers and hotel guests expect the places they visit - including hotels - to reciprocate. READ MORE

A hotel mobile app can be a powerful tool that impacts your hotel's bottom line and your guest experience, but some hoteliers may have a difficult time understanding just how an app can be applied to their property. In this article, I'll cover the different scenarios for which a hotel app can be used and what I think are the best ways to use a hotel app. I hope to provide you with some great insights and ideas as to how an app can be applied to your property. READ MORE

With the prevalence of smartphones, travelers are increasingly using their mobile devices to not only research and make reservations, but also to book services on the road and to share their experiences. Hoteliers need to examine how they can leverage mobile technologies to reach guests on their chosen platform in order to improve guest experiences before, during and after their stays. In this article, I will discuss new technologies that are enabling smarter engagement between businesses and mobile travelers, and how hoteliers should be thinking about servicing a whole new generation of guests who prefer to engage via their mobile devices. READ MORE

The sobering truth is that personal and professional development hinges on the ability to be self-critical. Frankly put, when you're not self-critical - when you do not honestly examine yourself - you'll never be aware of performance blind-spots, much less improve your efficiency and effectiveness over time. Those two elements are the heart of competency. For leaders in hospitality or in any industry for that matter, performance feedback - if given at all - typically consists of summarized or edited comments in a traditional 360-degree appraisal. This article presents candid, insider information that walks you through three fundamental issues on how to use the right type of assessments to yield a personal SWOT analysis (strengths-weaknesses-opportunities-threats). READ MORE

Create a “Wow!” experience for your guest every time by focusing on the right, few things. So often today's leaders only focus on actions that aim at delivering the right results. When leaders expand their focus to evaluate the way people think and act--and that there are reasons why they believe the way they do—they can begin to shape the beliefs of their employees and begin to create Wow! experiences for your customers consistently. READ MORE

If you have conducted renovations to your hotels in the past and disposed of a portion of such properties as part of the renovation (i.e. partial roof replacement, etc.), you may be eligible to generate a cash tax savings based on recently released IRS regulations. The following article provides a brief explanation of the relevant tax regulations, the nature of an asset disposition study, how to assess if you may be able to generate a cash tax savings, the nuances associated with performing an asset disposition study, and an example of an analysis conducted for a hotel, and relevant deadlines. READ MORE

Retaliation lawsuits are the most common claims brought against employers before governmental agencies and are increasing in frequency in the civil court system. According to the Equal Employment Opportunity Commission (EEOC), in 2013, a retaliation claim was made in 41.1% of all charges submitted to the EEOC. This is more than discrimination based on race and more than discrimination based on disability. Even more concerning is the consistent uptick in retaliation allegations. Retaliation claims have increased in number every year since 1997. So, what can employers do to protect themselves against this ever-growing liability? First, employers must understand what retaliation is. Next, employers must be able to issue spot when a particular set of facts poses a high risk for a retaliation claim. This article will attempt to do both. READ MORE

Tension between hotel owners and hotel management companies comes as no surprise during tough economic times. But even in times of improved economic prosperity, some hotel owners are intolerant of management companies that fail to manage assets in the most effective and profitable manner possible. This results in certain owners seeking, or being compelled, to convert their asset to a different brand, or in some cases no brand at all. They do so to protect their long-term economic interests in markets that have proven to be cyclical. In this piece, we explore important considerations regarding the respective rights and responsibilities of owners and managers in such circumstances. READ MORE

The past year has witnessed a continued surge in the number of federal wage and hour cases filed against businesses throughout the United States, including those in the hospitality industry. At the same time, the U.S. Department of Labor has engaged in enforcement initiatives directed at hotels, restaurants and bars. All of this has occurred against a backdrop of proposed regulatory reform that could affect the way in which hotel and restaurant operators compensate their employees. This article reviews some of the more important developments in these areas. READ MORE

The relationship between hotel owners and managers continues to evolve. Hotel management agreements historically were long-term. Fifty to sixty year terms were common. However, in the last few years, hotel owners have successfully negotiated shorter contract durations and other more favorable terms, even from the largest and most sought-after major brands. This trend is likely to continue and expand as brands realize that hotel owners have the power to terminate so-called no cut, long-term hotel management agreements, despite contrary provisions in the contract which courts now routinely ignore as a matter of public policy. READ MORE

Key Performance Indicators or KPIs as they are popularly known as, are a favorite topic in management meetings or in boardroom talk and owner conferences. Everybody likes to wax eloquent about these magical measures that deliver revenues and profits on a consistent basis. The sad truth though is that these KPIs are grossly misunderstood, vaguely interpreted and abundantly under utilized. KPIs are often revenue, profit or operation related indexes or measures that play a big part in the business results of a hotel. It is thus important that firstly, these measures are specifically identified and listed for monthly scrutiny and review. Secondly they must become part of what are known as Management Reports and reviewed thoroughly every month by key personnel. READ MORE

Implementing effective upselling methodology into a hotel's front desk protocol has long been demonstrated to have a substantially positive and immediate effect on property revenues. Also considered a subsequent result of successful upselling is an increase in guest satisfaction, due to each guest receiving a unique experience, tailored to match their own specific needs. While instances of increasingly satisfied guests would seem to go hand-in-hand with a rise in the number of positive online reviews, until recently, no data had been collected or analyzed to validate such a relationship, or that of upselling's ability to influence online reputation. Following a joint study conducted by Brand Karma on behalf of TSA Solutions at multiple Shangri-La Hotels and Resorts properties, the results demonstrate the very real impact that a well-structured and consistent upselling program can have on online reputation and therefore future revenue streams. READ MORE

Chilled champagne in a silver bucket, chocolate -covered strawberries, spectacular floral displays, elegant upgrades and decor, delicious chef creations, limousine luxury and red carpet treatment… each of these are extraordinary gestures and touchpoints in the world of hospitality. These examples are some of the ways in which hoteliers and their teams go above and beyond for guests to celebrate an exceptional moment or occasion. They are designed to create a special feeling, extra recognition, a moment of surprise and a sense of appreciation. They are “WOW” efforts that are usually recognized with WOW reactions. Though many of these moments are unexpected, these examples are the more 'expected' or traditional ways to demonstrate something extra special. They are the creative efforts, amenities and products designed to cause that intense or focused moment of pleasure. READ MORE

New rules allowing the sale of condo hotel rooms as investment securities will affect not only the way that condo hotels are marketed, but the way they are structured. Mandatory participation by owners in a rental pool may allow hotel operators greater flexibility and control and ensure a critical mass of available room inventory and permit operation of a condo hotel as a true “common enterprise”. READ MORE

The problem of employee theft in hotels is an age-old problem. Businesses lose billions of dollars each year in employee theft. And hotels, by nature, present numerous opportunities for employee theft from guests and the house. Theft in a hotel can take many forms - from identity theft to credit card fraud to theft of merchandise and guest property. No employer hires an employee thinking that the employee is someday going to steal. Hotels need to take steps to prevent theft and be cautious in taking action against an employee after a suspected theft. Both have practice and legal implications. READ MORE