When a guest suffers from acute pain in the neck, shoulder or hip, they usually want to receive a treatment with an effective technique that makes this pain go away instantly. They want to be pain free forever, because pain is a negative side effect and counterproductive to homeostasis. This is not what instant gratification is - this is instant pain relief. Regardless of the type of Treatment the client receives, they need to follow through on the post treatment advice given by the therapist, such as a possible extensive rehabilitation program, stretching regimen of the muscles and/or other health related programs to ensure that the pain does not come back. A Spa or Wellness Center is not and should not be a place for instant gratification. It is a place of healing, prevention, health improvement and/or recovery from any previous illness or injury. It should also be a place where people feel good, happy, joyful and most of all relaxed and stress-free. READ MORE

First Ladies, like Michelle Obama and first lady candidates like Ann Romney during this election year in the USA, are pioneering new paths of influence in today's society and many first ladies have used their position to change perceptions and raise awareness for lesser known causes. Adding to that power throughout the world, that path of influence, that leadership and that impact are several "First Ladies" in the hospitality arena as this year is also a unique one in the history of the concierge profession. The hospitality industry's ambassadors of service, Les Clefs d'Or, the professional association of hotel concierges, representing the top 3% of the concierge profession has their own First Ladies making an impact in their countries and around the world. READ MORE

There is much speculation on what concierges do to accomplish their small miracles. There is always a little mystery and a little magic, but arguably there is a lot of hard work to set up their information systems, their networks, and contacts to "make it happen". In this article we will examine some of the most basic techniques they use to make it look effortless. Imagine that one of their biggest motivators is the frequently asked question! What do they have in common with Hermione in the Harry Potter books? How are they like some of those geniuses mentioned in Malcolm Gladwell's book, The Outliers? You won't want to miss this article. READ MORE

Social media allows anyone with an internet connection (web based or mobile) to interact with others in a personal or anonymous fashion and to engage in a non-threatening way. For consumers with different abilities, the benefits are even more profound since it offers them opportunities for participation. As the internet has morphed from an informational only resource to a more conversational style of interaction; the growth in social media interaction has become a tidal wave. Consumers can now enjoy the benefits that come from engaging with goods and services providers as well as socializing, enjoying entertainment or even working from a remote location or at home. READ MORE

In a recent announcement, Google talked about a major change to their algorithm known as the “freshness” update, which will seek current AND relevant information to be displayed in high-volume search queries. How does this affect my hotel and the lodging industry? Fifty to seventy percent of hotel visitors and website bookings originate as leads from major search engines, like Google and Bing. Because hotel websites are content rich, as opposed to 'new rich'(meaning they are not regularly updated with new content), hotel Web sites are generally lacking in the content that Google is on the hunt for. So, what can your hotel do to make sure that your property ranks on the first page of search results? We've compiled eight copywriting tips that will ensure your place at the top. READ MORE

Disruptive incidents can have a significant impact on organizations and communities. Effective measures can be instituted to prevent or mitigate the effects of disruptive incidents. With respect to hotel facilities and supporting offices that may be located on or off the main hotel property, disruptive incidents can directly affect employees and impact entire hotel operations at both the macro and micro level. Well-prepared employees, those who know how to implement on-site and family emergency plans, will be the first and continued responders who will help protect life, property, reputation, profit and facilitate a more rapid return to normal operations. READ MORE

In the past year, state and federal entities conducted over 500 inspections of hotel establishments within the United States for compliance with the Occupational Safety and Health Act. Many of those inspections were initiated by referrals from other governmental entities and from employee complaints. In some cases, establishments were issued citations for safety violations. Since employers are not provided prior notice of onsite OSHA inspections of their workplace, it is important to be prepared and to ensure establishments are in compliance with OSHA standards. READ MORE

Paul Still, Head Concierge and President of The Society of the Golden Keys of Great Britain & the Commonwealth recounts his involvement during one of the most exciting shows on earth, the London 2012 Olympics. During the London 2012 Olympic Games, the London Hilton on Park Lane was used exclusively as the Headquarters Hotel for the International Olympic Committee, accommodating all IOC members and a variety of their guests, Heads of State, and senior politicians from the 204 countries competing in the London 2012 Games. Mr. Still shares this experience from a concierge perspective. READ MORE

Who sets your company's Corporate Responsibility agenda? I ask because too often Corporate Responsibility teams make the mistake of allowing their agenda to be determined externally, their activities driven only by stakeholders. Naturally, the views of stakeholders are important to all elements of an organization's businesses. But while it's a rare company indeed that would permit stakeholders to govern what it should focus on, it's not unusual to see CR teams running this way today and that way tomorrow, reacting whenever a pressure group applies the heat over its latest singular concern. READ MORE

Alcohol beverage attorney Elizabeth DeConti outlines the basic legal issues any hotel or restaurant should watch for when planning an alcohol promotion on Facebook, Twitter, or other social media site. The article addresses intellectual property awareness, planning alcohol promotions across state lines, conversation with legal age consumers, and how to promote responsible service while advertising alcohol beverages. Hoteliers and restaurateurs will know the correct areas of legal focus after reading this article. READ MORE

What is the top thing that every hotelier wants? If you guessed “more bookings” you are correct. What if I told you that one of the best ways to get more bookings is to buy some banner ads? You might be thinking that banners are useless since nobody clicks on them anymore. But what you might not know is that banner ads actually produce tons of bookings. It turns out the people who do NOT click your banner still visit your hotel website directly a few days or a few weeks later to book! READ MORE

Hoteliers fear that the cost of distribution is soaring beyond what is realistic for their economy. They are trying to move towards direct sales diminishing the proportion of bookings coming from OTAs. While OTAs were the life-blood of the industry during the past decade is it realistic for hotels to turn their backs on third party online sales? Hotels need to realise that third parties have always been around and will be here to stay, but the way they sell needs to become more dynamic, they need the tools to asses how and where to sell to increase productivity from the channels that bring them the revenue they need without surrendering to quick easy sales. READ MORE

It's no surprise that Cadillac hired Ritz-Carlton to help them deliver a luxury experience that creates lifelong memories. In fact, many businesses, including retail and other high-end automotive brands, benchmark against hotels to aid them in bolstering customer loyalty. Customer service expert, Holly Stiel, explains the importance of the feelings that permeates the entire customer experience. Service, at its core, is about how people feel. READ MORE

Venue sourcing sets the initial blueprint in preparation for a meeting. It is arguably the most important process of meeting planning. From the beginning through its conclusion, it sets the stage for a successful event. However, planners are not only managing the site selection. They also can be managing the marketing, the registration and other logistics surrounding a program. READ MORE

The retail industry long ago figured out how to build a sustainable, year-round customer base and continues to creatively adopt new techniques and technology to build on that base. We in the hotel industry can learn and borrow from their success. READ MORE