Today the majority of guests bring multiple devices - laptop, a powerful smartphone with expanded Internet browsing capabilities, tablet computers, gaming devices etc. - and all of these devices are hungry for Wi-Fi. The electronics manufacturing industry has found that Wi-Fi is a great technology that keeps customers happy: devices use less battery power when they're on Wi-Fi compared to the mobile network, users generally don't have to eat up their cellular minutes when surfing the Internet on Wi-Fi and devices seem to run faster. In fact, many devices are designed specifically to perform best over Wi-Fi, and some applications only work over Wi-Fi. The end result: hotel guests with lots of Wi-Fi-enabled devices, all of which are primed to gobble up loads of bandwidth. READ MORE

The growing number of travelers that need special accommodations or access is changing the face of the hospitality industry forever. Currently there are more than 54 million Americans with disabilities. Additionally, somewhere between 7,000 and 10,000 baby boomers turn 65 everyday of the year and will do so for the next 19 years! How many of these baby boomers have - or will have in the future - different abilities that require special accommodations? Is your brand being proactive and making the adjustments necessary to meet the changing needs of the multigenerational travelers? How will you stay relevant? READ MORE

Consumers gather information from all sorts of places to make buying decisions. In order to improve results, hotels must consider the variety of modes of communication to engage customers and layout a strategy that helps drive content across the multiple platforms. Successful hotel marketing strategies will look at marketing as a holistic undertaking that includes multiple layers. Messaging efforts need to have an emphasis on improved results with the sole purpose of driving traffic and conversions. READ MORE

What are the major drivers of change confronting the hotel industry? To delve deeper into these issues and more, I recently spoke with Frederic Deschamps, vice president of global revenue optimization at Carlson Rezidor Hotel Group, about the issues that currently keep him up at night. His concerns are not much different from executives in other industries; like many others, he stays awake thinking about pricing and the impact of social media, mobile technology and big data. READ MORE

With the exception of a few urban markets here within the United States, the wreckage of the real estate recession certainly encompassed the development of new hotels and destination resort properties. Contrast this, however, with the current development climate south of our borders. Although it is true that we hear perhaps more about the superheated hotel market in Brazil in advance of the Olympic games to be held there in 2016, our immediate neighbor to the South, Mexico, is experiencing an expansion in tourism that may usher in a new period of growth, and this, notwithstanding the continuing negative reporting about Mexico's drug conflicts as reported through our media. Talk to a Mexican businessman, however, and you'll hear that the hospitality business is alive and well in Mexico. READ MORE

A hotel acts as catalyst in bringing people from all walks of life, demographically, geographically, and otherwise, together to share in a singular experience. Yet, a hotel's highest goal is to give guests a feeling of home. This gives rise to an interesting proposition; home means something different for each of us. Therefore, each person will have a completely subjective experience. Now, we can take that one step further. When it comes to operating a successful food and beverage department within a hotel, your goal is not only to accommodate hotel guests, but the local community as well, unless you are resigned to only catering to your room guests. Pleasing the bedroom community presents an even more compelling conundrum. READ MORE

As the world of mobile applications continues to grow, it's important for hoteliers to remember that this channel can be utilized not only for your hotel but also for the amenities at your location. Drive downloads of your mobile app by providing your guests with conveniences and tools that will enhance their stay. A hotel mobile app that features spa information certainly enhances the guest experience, but also has potential to drive revenue through push notifications and mobile reservations. READ MORE

Today, travelers have more access to hotel information than ever before. Research shows that guests are visiting numerous sites and doing multiple searches before they decide to book a room. Savvy hoteliers are quickly realizing the importance of a great online reputation and recognizing the things they can do to shine online. In this article, we will look at some best practices for hotels looking to win customers doing pre-travel research. READ MORE

Hotel guests buy based on a loyalty to your hotel, not just the price. Loyalty is earned through superior “wow” customer service which creates a spectacular reputation. The content that is provided in your relationships with guests via social media should embody that stellar service and reputation. It's not about the discount you offer…it's about the passion for customer service that you provide, the knowledge of the market you have and ultimately the value that you have created both inside your four walls and in cyberspace. READ MORE

Today's even stiffer competition demands that enterprising hotels employ a bold strategy: Create growth opportunities -- and boost rev par -- by inspiring hotel associates to take guest services to a whole new level. The key focus areas of human resources management practiced at Montage are hiring and retaining the right candidate, focusing on the “wow” factor, setting high expectations for communications, and building trust through HR leadership. READ MORE

Hotel Concierge desks in today's economy have been tasked and have embraced additional responsibilities that go well beyond the norm of creating exceptional itineraries and reservations for our demanding guests. Case in point; running business centers and gift shops, shipping and receiving, spa and internal dining reservations to list a few. In recent years some hotels have chosen to outsource their Concierge services. New York and Hawaii have been amongst the most affected, with other cities to follow. READ MORE

The importance of loyalty in the hotel sector can't be underestimated in the current competitive environment, in which hoteliers operate. Every operator understands that it is cheaper to attract repeat business - than it is to bring in new business. And it stands to reason that a satisfied guest is much more likely to come back if they leave a happy customer. But an increasing body of research is also pointing to the many additional benefits of creating loyal customers, including allowing a hotel to price more aggressively as well as enjoy higher ancillary spend from returning customers. READ MORE

In 2013, hotel companies will invest millions in analytics projects which, according to recent statistics, will likely fail. Before you budget a single penny for analytics software and services, you should invest in building a solid foundation for analytics success. Your people are the pillars that will support success in creating a solid data-driven culture. Spend on these five C's to reap rewards from analytics. READ MORE

As the world becomes more reliant on technology, it's only fitting that the hospitality industry follow suit. A virtual concierge presents the industry with the unique opportunity to be available to guests 24/7 through a medium they are completely comfortable with. Your virtual concierge can exist within a mobile application, on your website or through your television, and each medium presents various opportunities for concierge services. 58 percent of Americans watch TV while simultaneously using their smart phone or tablet; having a virtual concierge on one or more of these mediums can be extremely beneficial to the satisfaction of your guests. READ MORE

I wonder if you are being as selective as you should be when choosing employees who are going to be representing your brand. I suspect that for many of you, the answer is probably no. I say this because there are only a handful of hotel brands that stand above the rest in terms of service, and not all of these brands are five star hotels. Delivering the finest experience should be the number one goal of every executive and team of managers. You have to hire the absolute best to achieve this noble goal. But in order to do so, you must have a culture that treats employees as well as you treat your guests. READ MORE