The newest generation in the workplace, the Millennials, continues to shake up the hospitality industry as companies struggle to communicate with them or help them communicate with the older generations. For the first time in history we have four generations of employees and five generations of customers. Has your organization updated its approach to deal with this new reality or are your people getting stuck in old stereotypes? The five step process will show you how to lead your team or organization through generational sticking points using communication differences as an example. READ MORE

What to my wondering eyes should appear, but a giant imbedded computer screen across which the concierge and I could peer. Chef Concierge Eduardo Rosello, stepped around to my side of the desk, and stood next to me. That's when he brought out his finger…and touched the sleek desk and computer screen. He swirled his finger around a few places and absolutely delighted me with what he could do. It was personal, exciting, even intimate yet also professional and interactive. It was a completely new experience for getting information and resources from the concierge and added a whole new level of engagement for both guest and employee. READ MORE

Effective employee engagement is crucially considered a key strength and critical business driver for organizational success. Getting employee-organization connectivity right can dramatically transform poor productivity and overall profitability. Research indicates that taking a strategic view of employee engagement within organizational culture, can lead to higher employee attainment across performance and commitment to company goals. However, employee engagement should not be considered in isolation and must take into account the pervading hospitality industry challenge of employee retention and the need for effective management of talent. This case looks at the link between employee engagement and retention of talent at The National Piping Centre, Glasgow Scotland. It examines how management support and encourage talent as well as facilitation of work-life balance to enhance employee contribution, the psychological contract of employment and ultimately talent connection to the hospitality organization. READ MORE

Many people would call the word "sustainability" a buzzword today. Some roll their eyes when they hear the term; others embrace the concept wholeheartedly. Either way, sustainability has already been around for a long time, albeit it under different "names", and it will be around for a long time to come. We go back to basics in this article and try to define what sustainability actually means for a lodging facility. What we find is that many have moved on from sustainability and have now adopted corporate social responsibility (CSR) policies. But is there really a difference between the two? READ MORE

Hotels across the country, along with all employers, have seen an increasing trend of challenges being made to hiring and disciplinary actions based upon information gleaned from an applicant or employee's social networking site. Although utilizing this information is permissible under many circumstances, it is not an absolute guarantee that employers are insulated from liability when utilizing social networking sites in human resources decisions. READ MORE

The global hospitality industry has long struggled to overcome its affliction of employee turnover. This article outlines a systematic approach to addressing the expense of losing valued employees based on the idea of managing human resources in the same fashion as one manages the hospitality brand. One aspect of this branding is to ensure that employees maintain a balance between work and family issues. While eliminating all employee turnover is unlikely, employers who focus on helping employees maintain their work and home balance can reduce the incidence of turnover. HR branding can help to manage this and other aspects of the employee experience, with a resulting improvement in service and revenues. READ MORE

The rapid advances of technology over the past decade have greatly impacted our social habits and in turn the disparities between generations. When considering hiring and training a candidate from the Millennial generation, it's vital to consider how this rapidity has affected and deepened the contrasts amongst years of birth. Millennials have accrued many seemingly negative stereotypes - whimsical, entitled and eternally distracted - but with a proper comprehension of their unique circumstances, their technological savvy and contemporary spirit can be harnessed for positive business results. READ MORE

BleauLive is Fontainebleau Miami Beach's entertainment platform that incorporates performances by the world's top musical acts into unique vacation experiences. Available only to hotel guests through distinct packages, BleauLive combines elements of performance, personal guest interaction with the artist, and an immersive weekend getaway for the complete Fontainebleau experience. The BleauLive brand helps build on Fontainebleau's reputation as a world-class entertainment destination—a reputation that has been in place since opening in 1954. READ MORE

It's no secret that social media is becoming vital to conducting business in today's world, but what should hotels be looking to do in 2013 to see even greater success via social networks? This year the evolution is trending towards hotel staff playing a far more active role in social media by taking on the additional role as digital evangelists for their property. READ MORE

Social media is starting to play a very important part in the way hotels communicate with travelers and guests. Over the past couple of years, more and more people have been using various social media platforms to seek information, connect with hotels after their stay and ask questions before and during their trip. In mid-2012, during the Business School at Carlson Rezidor, the hotel group launched a popular and successful three-day training course for Social Media Ambassadors to really bring home to them the importance of these new communication channels. READ MORE

Hotel guest feedback has taken many forms over time beginning with verbal communication at the front desk and over the phone, progressing to customer comment cards, evolving to online reviews and most recently surfacing with the rise of social media. Is your hotel developing a strategy that includes addressing social media customer feedback? Learn how to identify, evaluate and respond to consumer concerns through online reviews and social media. READ MORE

Four Seasons Hotel Los Angeles at Beverly Hills has long been known as a leader in the hotel industry. The Hotel opened its doors 25 years ago and has since made a name for itself within the entertainment, luxury, dining, and technology industries. Playing host to over 80% of the nation's press junkets, as well as some of Hollywood's biggest Awards Season events, the property is known as an entertainment industry icon. READ MORE

Social media has completely transformed the way that consumers engage with brands, and nowhere is this more apparent than in the luxury travel sector. Early on we recognized the connection between a traveler's desire to share their experiences with the world and the broad, immediate communication facilitated by social media channels. All of a sudden travelers could share, congregate, converse and covet in ways that were unimaginable only a few short years ago. It is no surprise that emerging social platforms with strong visual capabilities like Pinterest and Instagram are experiencing considerable growth, and existing social platforms, like Facebook and Twitter, are continually improving their ability to showcase images more beautifully. READ MORE

As hotel brands look to improve the guest experience and combat the "fall off" of loyal guests, hoteliers have the opportunity to hone their programs' ability to drive, track, measure, and reward incremental behavior throughout the entire customer lifecycle. Or, simply put, embrace an omnichannel loyalty approach. Omnichannel loyalty is a fundamental shift from traditional loyalty marketing practices that embraces the proliferation of new, as well as more established communication channels. Combining this new loyalty initiative and the convergence of CRM/CEM, hotel brands can improve the guest experience, drive repeat stays and inspire positive brand interactions to drive long-term ROI. READ MORE

Employee handbooks are an important tool for employers and provide an effective means for them to communicate their policies and practices. Employee handbooks help employers manage the workplace, promote fairness, and enhance morale. They enable employees to achieve their best performance and to comply with safety & health rules and standards of workplace conduct. However, employee handbooks can expose employers to unintended liability. Establishments should regularly review their employee handbook. This article will provide a guide for addressing some common pitfalls posed by employee handbooks. READ MORE