When a guest walks over the threshold from a hotel or resort to a spa, an additional layer of responsibility kicks in - or so it should. For nowhere is the guest's wellbeing more at stake than in the spa environment. This article outlines ethical best practices for spa owners and operators, addressing the need for conscious leadership and a commitment to promoting healthy wellness in a transparent way when presenting spa services, treatments and products to guests. READ MORE

The hotel industry, like the world around us, is in a constant state of change. Hoteliers have risen to the challenge of what is now the "new normal" - understanding every new trend, amenity, technology offering and process, all while maintaining maximum ROI and providing best-in-class service to guests. While understanding the multifaceted world we live in today is a must-the most important asset to any hotel is the same as it has always been: people. Having strong A-players on your team and creating a culture of success will do more for the bottom line than any mobile app, or high-tech renovation ever will. In the article that follows I explain why a strong staff is so critical and how to effectively engage them. READ MORE

There are a few guidelines that keep any society, household, company and team together in order to achieve a common goal. These are rarely talked about, or even written down, for the purpose of reference. But they are expected be known by everyone. These traits are also considered to be common sense behavior patterns for every human being. Under normal circumstances they are unspoken of and taken for granted, until some major upheaval shakes the foundations of these traits READ MORE

As the public's interest in local foods and social equity continue to rise in response to experiencing the Great Recession, many hospitality service providers are now facing the decision ( and in some cases confusion) as to where they can start addressing these issues through the they services provide at their facilities. In this article, I highlight some of the opportunities that hospitality service providers have to provide health and community oriented services to their guests. I also touch upon how these issues of healthy living and recreation are being experienced differently amongst older and younger segments of the population. READ MORE

From their five-star rating system to certain worldwide brands being synonymous with towering standards, hotels have always been about creating positive customer experiences. But how can you ensure that your recent multinational marketing campaign truly hit home for locals? Which aspects of your localization strategy actually increased customer retention, and which pieces may have subverted that intention? Guest feedback in the form of user acceptance testing can provide key insight into the quality and effectiveness of your translated content while boosting customer satisfaction-which ultimately increases your revenue potential. READ MORE

Companies are struggling to improve profitability by cutting expenses, copying competitors, replacing CEOs, and hiring expensive consultants. unfortunately, most of these efforts have failed to pay off. But a number of hospitality leaders have found a source of competitive advantage. They are leveraging their own employees to find new opportunities for growth. The notion is simple. 'Regular' employees are an important source of innovative ideas due to their knowledge of operations and their own creativity. Employees are psychologically and physically close to customers and research has shown they can be very helpful in identifying customer needs and opportunities for innovation. READ MORE

With strong competition across the hospitality industry, first impressions are key when it comes to hotels contending for guests' business. While quality customer service and generous amenities will encourage guests to return to a location a second and third time, how do you ensure that they choose your hotel in the first place? The answer to this question could be as simple as the property's grounds. In the article "Showcase Your Property with Seasonal Color," U.S. Lawns President Ken Hutcheson discusses how to develop a healthy-looking, eye-catching landscape that sets your property apart from the competition without crippling your bottom line. READ MORE

The freestanding spa continues to pose challenges to the hotel spa, whose business is further tarnished by a troubled economy. The article outlines these challenges, providing three core strategies for remaining competitive: adding evermore value to transactions and experiences, outlining the spa's special distinctive qualities to the guest and marketing products & services more divergently. The hotel spa is well-placed to provide strong staffs support, pursue worldwide spa trends and innovations, move into dimensions of measurable preventive & holistic spa services and reposition the spa to appeal to new market segments in order to remain competitive against the freestanding spa. READ MORE

Social media has fundamentally changed the consumer decision process, and in the last decade a more sophisticated view of how consumers engage with brands has emerged. This article describes this new consumer decision journey, and with examples from the tourism and hospitality sector, describes how savvy marketers are benefiting from social media engagement. READ MORE

On January 31, 2013, the U.S. Department of Justice ("DOJ") implemented revised regulations covering what is required by public accommodations to meet the Americans With Disabilities Act standards for accessible design. The new standards mandate for the first time that pools and spas be made accessible at most places of lodging, including hotels. Advocates for people with disabilities have made clear that the time has come for the hospitality industry to comply or face the risk of sinking in a pool of private lawsuits and federal enforcement actions. Here is what you need to know about the new ADA standards and what to do if your venue does not comply. READ MORE

A part of Glenwood Hot Springs, the world's largest hot mineral springs pool, Spa of the Rockies is an award-winning spa for good reason. Customers keep coming back for treatments they have a hand in creating. Guided by their own preferences, guests can choose ingredients and aromas for a customized treatment that is unique to each individual. Offering many options keeps spa guests engaged in their treatment, satisfied with the results and returning for the same treatment or to try something new. Either way, it's a win for both guests and the bottom line. READ MORE

Cupping, tarot card reading, glamour day, Thai massage, clinical sports massage, Chakra balancing, caviar facial and hypnotherapy… All wonderful spa treatments, but all on the same spa menu. Is this good business? Or is this a perfect example of a hotel spa trying to be all things to all people? The challenge hotel spas face is how to identify and then adapt to the needs and tastes of their guests without compromising the hotel's brand and the spa's identity within that brand. If this balance is not achieved, then the spa's product and services will be diluted, guests will be disappointed and ultimately revenue will decrease. READ MORE

As the leading luxury chain hotels continue to create amazing spa concepts to complement their beautiful properties throughout the untouched splendor of Africa, I suspect that they will be faced with serious challenges in finding suitable local spa therapists, if they wish to avoid the complications of hiring from abroad. But at the same time, this is a moment laced with great opportunity, should they decide to hire and - more importantly -- train the most motivated local applicants. READ MORE

I have been asked quite a lot lately about the subject of Health and Wellness trends within the hospitality world. With that, I thought the subjects of fitness and healthy lifestyle manifestations within the hotel industry would be an interesting conversation piece. Certainly, our Clients have this on their minds within the project mapping phases of the projects we are endeavoring. Demands of the fit-conscious traveler are driving operators to offer healthy alternatives to the traditional decadence once lavished on the business traveler and casual vacationer. READ MORE

As the regal name suggests, Viceroy Hotel Group embodies the essence of style and service and caters to guests seeking high-end service, elegance and glamour. Founded on the principles of quality and creativity, Viceroy Hotel Group delivers one-of-a-kind lifestyle experiences that bring together provocative design and intuitive service in sought-after locations. Signature brand amenities and services created for the diverse business and leisure guests include dynamic dining venues featuring world-class culinary talents and destination spas specializing in health, fitness and beauty. Current properties include hotels and resorts in Abu Dhabi, Anguilla, Beverly Hills, Maldives, Miami, New York, Palm Springs, Riviera Maya, San Francisco, Santa Monica, Snowmass, St. Lucia and Zihuatanejo with forthcoming openings in New York, Istanbul and Bodrum, Turkey. READ MORE