Fairmont chefs boast a myriad of innovative projects that have brought farm and fork closer than ever. The dedicated brigades are driving local (enviro) educational and community partnerships and spear-heading positive environmental impact in the industry. Their authentic initiatives, which include rooftop farming, beekeeping, artisan cheese and condiments crafting and leadership in numerous like-minded associations support the brand's social responsibility and responsiveness to environmental concerns while building green credentials. As one acclaimed Fairmont Chef shares, "Local artisans... play a vital role in local, healthy food systems, and our support ensures they stick around." READ MORE

Superstorm Sandy was just the latest in an increasing number of extreme weather events that have affected hotels and resorts across the country. While the fallout is being felt in the price and availability of property coverage, you can still take steps to keep your costs and exposures under control. Not only should the hospitality industry embrace risk management and disaster preparedness as essential preventative measures, but also consider business interruption coverage to protect against a loss of income that can occur when a disaster hits. With the right planning and protection, hotels and resorts can ensure they weather today's unpredictable climate. READ MORE

As worldwide efforts mount to protect the environment and conserve dwindling natural resources, the hospitality industry is being challenged to increase its sustainability. By balancing travelers' expectations with good green sense, hotel companies can not only meet this challenge but create loyal, engaged guests in the process. Starwood's eco-wise trailblazing brand, Element Hotels was founded on the concept of balanced living on the road. Its success serves as a case study for the green hotelier who seeks to provide a great guest experience in an environmentally responsible manner. READ MORE

Earning LEED Gold certification from the U.S. Green Building Council (USGBC) in February 2011 was a huge milestone for the InterContinental San Francisco. We spent more than three years working towards this goal by making changes to how we operated our 550-room property while maintaining a luxury experience for our staff and guests. Throughout the process, we learned a lot about how to make our environment sustainable and energy efficient - from purchasing green power to connecting directly with local farmers to source product for our Michelin star Luce restaurant. READ MORE

Is your next purchase a "must have" or is it a "nice-to-have" splurge? That's often a psychological struggle - as well as a financial one - whether we're ordering a restaurant dinner or buying a new car. "Need" versus "want" is also the dilemma at the core of discussions currently underway in the hotel industry, as franchisors issue mandates to renovate properties and franchisees find ways of funding these upgrades in today's economic environment. My column examines this debate - and offers some potential solutions. READ MORE

The role of sommelier is regularly misinterpreted, and far too often undervalued. This results in needless losses to establishments. More than just a wine expert, the sommelier is wine list tactician, professional salesperson, educator, and sales manager. The best of them move seamlessly between these roles - generating revenue, increasing profits, and building diner loyalty. They should be highly valued for what they bring to the business. When the sommelier's contribution is overlooked or taken for granted by management, you can be sure the bar is being set too low - with huge hidden costs to the establishment. READ MORE

More and more hotels are moving toward a customer-centric model. Increasingly it is less about what we, as hoteliers, think we should provide and more about serving up experiences, service and programs based on our customers' lifestyles, preferences and needs. While Denihan Hospitality Group, the parent company of Affinia hotels, has built its foundation on a unique, guest-centric approach for 50 years, my role as Chief Comfort Officer for the Affinia brand was created to take it to the next level. This article covers customer-centric practices outside your hotel in the social and digital media space. READ MORE

Today, travel supports about 14.4 million American jobs and $1.9 trillion in economic output, according to the U.S. Travel Association6. So, the demand to keep travelers coming to U.S. cities remains vital to the country's economic growth and health, and there has never been a better time to tap into the international sector to keep travel rates high and increase the marketability of hospitality companies. International travel has always been important but the way that companies position themselves toward this sector is evolving. Hospitality companies and educators need to embrace these trends and make appropriate changes to best accommodate these travelers and provide best-in-class customer service. READ MORE

Thanks to the proliferation mobile, hotels guests today are embracing ever-more complex and experience-driven ways to enjoy their stay. In other words, benefits like mobile check-in, concierge services, room service and daily deals are just the beginning. Loyalty must expand beyond a hotel's four walls. Thanks to the technology guests rely on elsewhere, they've become what's called "always-addressable consumers" - individuals whose brand engagement occurs anytime, anywhere, on any device. And as data shows hotel brand loyalty up for grabs, lodgings large and small must consider new loyalty and mobile tactics to attract, engage and retain their guests. READ MORE

In today's fast-paced and competitive environment, hoteliers are looking for ways to respond to customer feedback efficiently and effectively. As arguably the most important element for success, customer service must be measured and monitored regularly to address guest complaints, discuss issues with associates and keep guests coming back to your property. The Timber Ridge Lodge & Waterpark in Lake Geneva, Wis., has incorporated the Net Promoter Score (NPS) measuring system to track and act on guest feedback. This loyalty metric allows management to correct major recurring issues efficiently, build positive relationships with our guests and continue to foster a customer service culture. READ MORE

Service scripting is widely used throughout the hospitality industry as mechanism for ensuring the quality of a service transaction. However, strict scripts may not be appropriate for all service interactions, while allowing employees to depart from the script at will invites potential service failure. Thus, the challenge for managers is to match the level of scripting to the type of service to both maintain guest satisfaction and complete the service transaction. The key elements in this calculus is the employee's use of the script and the guest's reaction to it. READ MORE

The 1985 PBS documentary, Search of Excellence, adapted from Thomas J. Peters' and Robert H. Waterman Jr.'s landmark book, looks at eight American companies and what makes them thrive. In general, they succeed because they make both their customers and employees happy. The same thing is true today. In the film, one of the business owners, Stu Leonard, attributes the success of his Connecticut grocery store to his belief that only satisfied customers come back. No surprise there! While that is good to know, it doesn't answer the important question that all businesses, not just hotels, face every day: So just how do we satisfy our customers? READ MORE

As travelers become more and more informed and reliant upon mobile devices and online trip planning tools, the importance of actively managing your property's digital presence is vital in retaining and broadening your customer base. In this article I will show how the use of social media platforms can provide your service team an opportunity to actively manage relationship building within your target markets, simplify in-house transaction and customer management, and strengthen your loyalty marketing strategy. READ MORE

When my feet were hurting after three hours of delivering a workshop in Doha, Qatar in the Middle East to over 100 hospitality and concierge professionals, I asked my host, Randy Santos, the Les Clefs d'Or Chef Concierge of the InterContinental Doha, if he minded if I took my shoes off for a few moments before I went back on stage. About five minutes later, he had some hotel slippers delivered to relieve my aching feet. He sensed, even though I was working on his behalf, that there was SOMETHING he could do to relieve my pain and in turn, enhance my own guest experience taking place in his hotel. READ MORE

Customer service, in the digital world, seems to matter even more now than ever before. Instead of evaluating your level of service delivery from the moment they arrive at your front desk, your guests are now evaluating your digital customer service skills weeks and even months earlier. The customer goes a step further - in addition to sharing their experiences with one or two friends, or filling out a customer survey (meant for your eyes only), they are sharing their evaluation with the world via TripAdvisor. This article explores how you can evaluate the upside of improving your service levels and offers suggestions to begin the process logically, and with a clear return-on-investment in mind. READ MORE