I recently returned from Rioja, Spain, where I spent eight days touring Rioja's wine country. There, I was mesmerized by the world-class wine museum, Museo de la Cultura del Vino. The visit highlighted the importance of knowledge that we, as professionals in the food and beverage industry, should continue to garner so that we can impart education to staff members. As managers, training staff is both a responsibility and a top priority. A properly trained staff in areas like wine education not only provides guests with a better experience but will increase your restaurant revenues and your staff members' tips. READ MORE

As the mobile market continues to grow, most restaurants have been slow to adapt to the new opportunities afforded by this evolving technology. With possibilities for increasing revenue, generating new revenue streams, optimizing diner loyalty and more, implementing a mobile strategy has never been more vital. Based on research and my knowledge of the hospitality industry, I've written this article to guide you with informed recommendations to embrace this new medium. I will cover the benefits to both the restaurant and the diner, and explain the various ways in which mobile websites and mobile applications can positively impact a restaurant's business practices and the dining experience they provide. Each mobile platform offers something unique to the industry; the benefits of a mobile website are completely different than the benefits of a mobile application and they will each be addressed. READ MORE

Most talented chefs I know give great thought into what they put on a plate. The decision to service guests potentially hazardous scientific experiments should be part of their consideration and disclosed to our guests. But we regularly prepare, service and consume genetically modified crops that bear significant risks without any discussion or disclosure. We all have a right to chose if we wish to consume these products, and that right has been silently taken. READ MORE

Hotels are changing the way they view their world. The fickle nature of today's customer is forcing a shift from traditional room-centered measures to the more sophisticated guest-centered mentality. By harnessing Guest Analytics intelligence, forward-thinking hotel companies are beginning to transform their Marketing, Sales, Revenue Management and Customer Service functions. While the benefits to the bottom line are many, implementing an effective Guest Analytics program can be a challenge. The key to success is to take a disciplined approach and to understand the technological, mathematical and human dimensions of such an initiative. This 7 step process can help you get there. READ MORE

Public relations helps companies to build and manage relationships with their public - be it potential guests, media, suppliers or industry experts. These relationships are the foundation of a successful sales campaign so it is important that hospitality businesses are using strategic and effective PR tactics to create the most media coverage possible. In this article, I will explain the most commonly used items in the public relations toolkit: the press release, media alert, backgrounder and fact sheet. READ MORE

Character and integrity are essential in order to run a successful business. Why? A lack of character and integrity will eventually become clear to those who surround you and while you may be able to successfully run your business at first, continuing to stay successful will be the issue. In the hospitality environment, integrity is achieved by walking the talk and doing for your franchisees, employees or guests what you say you are going to do. Conduct yourself with integrity and those franchisees and employees will follow suit. The franchisor/franchisee relationship is truly the ultimate in power sharing and character building. READ MORE

The purpose of this article is to initiate a thought process of positive change within the hospitality, spa and wellness industry. It does not matter if the spa is being outsourced or integrated into the hotel/resort. It is important to understand its function and purpose, because the guests will not differentiate between the outlets. The guests only see the overall experience, from point of check-in to point of check-out. The people in this industry also need to be aware of the radical change the spa industry is currently experiencing and be aware of the potential rapid growth. READ MORE

In keeping with the distinctive character of the collection, vast varieties of spa services are available to guests and include indigenous treatments. As a result, the Destination Spa Collection is challenged with managing sixteen spas, all unique in their offerings and services, while at the same time, maintaining consistent standards and memorable experiences for spa guests. Our spa team leaders have seized this opportunity to open communication amongst all directors to create a sense of community and alignment. READ MORE

Spas are everywhere. In fact, it wouldn't be unheard of to come across a hotel/resort spa, day spa, club spa, and medical spa within a 20-mile radius. While this abundance of spas gives consumers endless options, it makes it more difficult for spas to differentiate themselves from the competition. Deals remain to be a main consumer draw, but there are other approaches spas can take to rise above rate wars and give consumers an unforgettable spa experience - on a dime. READ MORE

More than a decade ago during the beginning of the spa trend, spas began cropping up in hotels all over the country. While hotel spas can be a profitable venture in some markets and resort hotels, in this economy, there are hotels in other markets that need to reevaluate the way they provide spa services to their guests. Marketing to outside customers, providing complementary services, downsizing the spa, or partnering with local spas and treatment professionals are just some of the ways that hotels can still offer the luxury of spa services without sacrificing profitability. READ MORE

After location, of course, the three most important profit levers for a hotel are price, price and price. Suppose you are given the opportunity to make a 10 percent improvement in occupancy, price, fixed costs or variable costs. All things being equal, a top-line price increase drives the most dollars in bottom-line profit. This is not a new discovery, although with the intense focus on cost-cutting that many businesses have embraced, it bears repeating. READ MORE

The crisis in our economy and the banking industry has focused renewed attention on four banking realities that directly impact hoteliers - and limit the availability of funds for hotel funds: 1. Hotel loans are classified as “special purpose”, 2. Hotels are classified as “commercial real estate”, 3. “Mark to market” financial regulations reduce asset value, and 4. The FDIC policy on “loss-sharing” agreements encourages unnecessary and avoidable foreclosures. My column examines how these procedures are detrimental to the country's 51,000 hotels - and why leaders in hospitality and banking, including me, are working actively to change them. READ MORE

Writing engaging social media content seems challenging, at times even impossible. The truth is there is no quick fix or six easy steps to writing engaging posts - despite the headline claims of so many articles. Instead, writing engaging content requires some research about your product, about your customers and a fair amount of creativity. Balancing entertainment while adding value is hard work, but the payoff of a well-executed plan can be an increase in brand advocates. READ MORE

As we build spas for the future or re-invigorate current spa facilities and re-purpose spaces, the process and results have to make sense for investors. There is a new grading system for value, both from the spa guests' perspective and from our spa owner clients' perspective. Given the importance of value and the intricacies of spa design, the process becomes not just about an investment in the number of treatment rooms or upgraded finishes but how the spa can operate at its best and how we can elevate service levels. READ MORE

By recognizing that you are offering the guests a bonus for what they came for in the first place, relaxation, inner peace and calm, you can extend their experience, by offering a signature line that they can associate with your spa. The probabilities of them returning to the spa for more experiences and ordering product in person or online increases. READ MORE