The term “engagement” is so overused these days that it has nearly become a cliche. However, internal initiatives to engage and develop team members often remain under-invested and misunderstood by organizations large and small. Here's what we know: studies show that actively engaged stakeholders generate the greatest levels of customer satisfaction and these higher levels of satisfaction directly impact business profitability. Considering that it costs significantly more money and resources to onboard a new employee or brand representative than it does to keep a valued team member, it makes undeniable financial sense to find ways to capture both the hearts and minds of your people. READ MORE

The reasons for visits to hotels vary, but guests require professional behavior from staff. Down time, resolving disputes, complaining of aching feet... Personal imperfections cannot be aired in front of the customer. After all, the hotel industry is one of the few businesses in which people who ask for services are called guests. Consider the pressure to be constantly “on” that employees in such settings often face. From the parking attendant to the registration desk to the cleaning service, every element is visible — the employees are part of the setting and they have a presentation burden that employees in other businesses don't carry in this way. How such employees show up literally does matter. READ MORE

Burn-out is a common risk for all employees. People who feel that they are reaching burn-out levels are often employees whose commitment to their roles is unquestioned. They are the 'go-to' employees and managers, constantly putting out fires and ensuring that the team's performance is at its best. In the hospitality sector, the need for immediate response to ensure customer satisfaction is intense. Managers have to think quickly on their feet, and often are so busy solving problems, that they barely have time to work on initiatives that require more strategic thinking and planning. So what can a manager do to decrease the likelihood of burning-out? READ MORE

Burnout is reaching epidemic proportions in the United States. While some say “people just don't want to work today,” the answer is more complicated and not necessarily because of the people involved. More likely, it is the result of changes in the workplace and in society. One of the major problems is that managerial confidence is eroding (and along with it enthusiasm). Managers are constantly watched by their boss, customers and employees. In such an environment managers are less likely to enjoy success and less likely to feel the thrill of achievement. READ MORE

In an industry of tight margins, it makes sense to impose stock controls, effectively manage inventory, and address over-pouring and spoilage. However there's a waste that's more damaging to a business. Far worse than a 3% over-pour are the sales never made - that rightfully should have been. The opportunities missed, that should have been taken. They abound in every restaurant section, every shift, every day, week and month of the year. Waste will always be with us. But the painful thing about this is that it's so large, and so easily corrected. Armed with the right technique, any front of house team can convert these losses into immediate incremental business - and more satisfied diners. What a waste that they so rarely do. READ MORE

According to Cornell, Food and Beverage expenses can take up to 40% of a hotel's operating costs. In this new economy, hoteliers are looking for creative yet long-term methods for reducing those expenses without hurting their scores. In this article, we portray a Cornell training guide that offers specific methods and best practices for reducing waste in food services. In fact, this guide is set up so you can easily train your staff. Additionally, we give you pointers on how to not only get them on board but also make them excited to help! READ MORE

Stakeholders pour money into their hotel investments with expectation of a good return. To achieve this return, the hotel property needs to be looked at in asset management terms and not just financial or operational. Stakeholders would like to have a professional SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis carried out to assess their chances of accomplishing the returns they seek. In recent times, they are turning more and more to professional asset managers to carry out their reviews and determine whether the asset is indeed being managed in a manner consistent with earning the returns expected. As far as they are concerned, a hotel asset is no more the domain of the accountant or the financial controller. It is the job of an asset manager and the paramount objective is value creation. Asset Managers have their work cut out for them. READ MORE

Hospitality executives struggle to find the balance between delivering a guest experience that fosters loyalty and repeat business, and delivering on their revenue and profit responsibilities to stakeholders, shareholders or franchisors. If you invest too much in the guest experience, you could impact profits. On the other hand, focusing too much on cost cutting measures negatively impacts the guest experience. Analytics can help achieve balance, but only when commitment to fact-based decision making is part of the corporate DNA. Organizations that build a strategic analytic culture are better positioned to succeed in a highly competitive market. READ MORE

From rooftop nightclubs to water parks, unique amenities are springing up at hotels across the country. These attractions can help attract more guests, but they also open hotels to an array of insurance exposures. With the right risk management tactics and insurance coverage, you can adopt new amenities while keeping your business safe. READ MORE

Have you ever noticed that some managers seem to attract the same team members regardless of where they go? It's not uncommon for these managers to receive calls from former employees asking them if by chance they have a spot available on their team. We call these leaders magnet because no matter where they go, others seem to follow them. You can sit back and wish you had their charisma or you can take stock of what it takes to be the type of leader that gets great people to stick with them through thick and thin. Here's how to become a magnet leader by Monday. READ MORE

What is today's traveler looking for when deciding on where to stay for their vacation or weekend getaway? Do they research all the online reviews in hopes that will lead them to their ultimate destination or is it where the best value is perceived, best service? Is it a place that has the best spa or the pools with all the slides for the kids or is it the place with the best restaurants that determine where you book. Because there are so many choices out there where someone can spend their money you need to have that something "special thing" that attracts them and keeps them coming back for more. In my opinion it's a hotel or resort that takes the "everything made from scratch" philosophy that will win their patrons over. READ MORE

Three stars, 30 points, 5 diamonds? Which is the best and who is doing the rating? The time has come for a new global food and drink experience accreditation system for our industry. There is plenty of room for improvement in current assessment systems for food and drink experiences. Consumer-oriented systems are confusing and/or incomplete. Trade systems are often arcane or relate to specific organizations or programs (like organic-certified or sustainably-fished). To be successful, such a new system would need to cross the various industry sectors, and be suitable for all countries, languages and cultures. We'll look at the work that has been done to date on just such a system and what's in store for the world's food and drink rating systems in the near future. READ MORE

The hospitality industry is on the mend and 2013 is expected to be an excellent year. But hoteliers now find themselves in a new game where customers are dictating what hotels need to do, and technology is forcing hotels to change at an exponential rate. Tighter collaboration within a hotel and investments in rational pricing approaches will bode well for their future profitability. Technology is no longer a barrier; only the mindset is. It will take both villages - internal and external - for the hospitality industry to surge ahead and meet the new challenges head on. READ MORE

Speaking of 'Spa', what's the first picture that comes to your mind? A relaxed, airy space next to the gym with an insignificant number of visitors mostly referred to as ladies walking in and out with white robes? This might have been true, a long, long time ago, but no longer applicable in today's luxury travel business. The truth is, spas are now playing an increasingly important role in securing more leads for luxury hotels and resorts. This is truly creating amazing new opportunities and exciting challenges for management in the business. READ MORE

Leaders in the hospitality industry face an ever-expanding list of priorities and responsibilities. It is widely accepted that revenue management is a critical component of any successful lodging operation and can no longer be ignored. The challenge for leaders today is that the practice of revenue management appears to be far too complex to manage effectively. Revenue management brings with it a multitude of opportunities and yet pitfalls also abound. So what should a business leader know about revenue management? The following is designed to provide you with some unique insights along with some tips and tricks to both managing and supporting the individual(s) you have assigned to this position. READ MORE