The only way to truly measure a guest's experience in a particular establishment is to record feedback. Allow easy access to comment cards, provide automated calls inquiring a guest's recent stay, and e-mail inquiries post check-out. Expanding on a guest's experience within your property is priceless. The feedback on any particular experience will not only help you to make any necessary changes but positive comments will help boost morale within. Knowledge is power; it also allows you to be proactive rather than reactive to whatever situation may arise. The ability to effectively and efficiently track, record comments will help to bring your establishment to the next level. READ MORE

Next Generation Technology: Trendy Term or Actual Practice? Well, it is a trendy term like most trendy marketing terms it is being used to sell something rather than to identify actual practice. Is there Next Generation technology development going on? Absolutely. However, you wont hear too much about it until it's being pushed out in user testing or Beta versions. Anything that is out there now isn't Next Generation it's Now. Make sure you do your due diligence when in the market for technology. Don't get sold on trendy titles. READ MORE

Customer satisfaction in the hospitality environment can be formed impulsively and is heavily based around guest perception. It's not necessarily what you're truly doing that matters, but more what your guests think you're doing to provide them a high-quality experience. This isn't to imply negligence or deceit, but more to illuminate how the little things can make a big impression. These principles are transferable as they relate to the Fitness amenity. From a commitment to replenishing consumable items, to cost-effective upholstery upgrades, it doesn't take a major budget to keep guests satisfied with your fitness center. READ MORE

It is increasingly important to stay up with spa trends in today's highly competitive world. This article will discuss a few of the recent trends permeating the spa industry which reflect consumer expectations and demands. It is clear that concepts, design elements, menu development and pricing must be thought through carefully in order to attract a strong customer base. An emphasis on the importance of sustainability, preventive health, the use of creative promotional techniques and a focus on new spa consumers are but a few of the important trends in the spa business. To ensure that your spa is "cutting edge," stay up with those trends and your spa will prosper. READ MORE

As you're reading this article Apple will have just released their 3rd generation of iPad tablets. This device will be offered, for the first time, with an option for mobile wireless utilizing 4G LTE service from the major North American cellular providers. The reason that this product release is so important is that it will be the first major product in a new wave of devices that may dramatically impact your ability to deliver the same level of service that the guest receives outside your building within the walls of your hotel. Later in 2012 the iPhone 5 will be released also with LTE and the impact will be hard to forecast. This is just the beginning... READ MORE

I recently stayed at one of Beverly Hills finest properties. Nothing could be finer. The service levels were exceptional and the decor flawless. At six hundred bucks a night for their standard type room (their lowest price), you would expect a high degree of perfection. So, what do you think the WiFi performance would be like? The answer: two-tier. Management's approach in acquiescing to the free WiFi demand is to offer a low-level complimentary service and real WiFi at $19.95 per day. Certainly the free WiFI offered enough bandwidth to undertake text email, but any web site was rendered in slow motion. Upon reflection, I felt this compromise to be inconsistent with 5-star/5-diamond service level. If the true test of service is anticipating guest needs and ensuring that these needs are fulfilled, this stop-gap effort leaves a negative impression. READ MORE

In addition to enabling guests with fast and easy access to Wi-Fi, hoteliers are now using this same technology to improve how they provide other services to these same customers. Emerging wireless technology solutions can enable hotels to improve staff communication and operational efficiency, leading to a boost in overall guest satisfaction. Through enhancing Wi-Fi access points and providing wireless technology devices to associates, hotels can improve the check-in process, decrease the time it takes to respond to customer requests and reduce staffing requirements, while obtaining operational data for performance measurement and continuous improvement. READ MORE

When hotel owners come to me with questions about signing up for an app, one of their number one questions is “How will this drive revenue?” Hotel mobile applications present the opportunity for hoteliers to increase bookings through numerous functions, but the easiest to use and easiest way to track is through push notifications. READ MORE

Identifying risk factors in employee defection is critical to preserving the highest quality workforce. Highly valued employees can be poached if employee morale is down, turnover is high and if a hotel does not have a long-term strategic plan that is communicated to employees. An ideal workforce can be maintained through a series of steps including, but not limited to, compensation packages, non-monetary fringe benefits, inclusion of employees into operational decision-making and the offering of management and/or career advancement training. READ MORE

Which reasons make a destination worth visiting? Is there a correspondence between how tourists perceive a destination and how the Destination Management Organization (DMO) promotes it? The main purpose of this research is to identify the reasons that make a destination — in this case, the Republic of Malta — worth a visit from the tourists' perspective. The study aims on one side, at recognizing and analyzing the main arguments used by tourists — the demand side — when reporting on their experiences on a specific destination, and on the other side to compare the found arguments with those used by the DMO — the supply side — to promote itself. READ MORE

To determine whether or not your mystery shop program is working, ask: Is it based on relevant logic? Does it measure brand delivery? Are my results objective? Can I turn my data into a plan? Can I turn my plan into action? Jesse Boles of FreemanGroup explains how to get the answers to these questions and use your mystery shops to uncover what truly drives guests to return and recommend. Quality assurance inspections and guest comment surveys aren't enough. To measure guest service and brand delivery, you need a well-designed and well-implemented mystery shop program. READ MORE

Despite the explosive growth and popularity of social media usage in hospitality, it's the mighty good ol' email that remains one of the most powerful and influential direct marketing tools that a hotel can use. Emails allow hoteliers to engage customers in a personalized and interactive relationship that's mutually beneficial, increase conversions and sell more efficiently. But, to reap those benefits, your email actually needs to be opened and read FIRST. How do you win the right to be recognized and accepted into your customer's overflowing email box? Here are my 7 steadfast copywriting rules to make your hotel emails worth opening. READ MORE

Green-Oriented Travelers encompass corporate, group, and individual travelers, all of which are not only interested in 'green' hotels, but now actively seek out and spend money with hotels that have environmental programs. Despite the economic environment, data continues to emerge from 3rd party independent surveys, directly from customers and prospects, and from hotels themselves stating the 'green oriented' traveler market is growing and they are spending more and more money with 'green hotels.' This article will look at these trends, data sources, and case studies and the real business benefits by aligning with the green-oriented traveler. READ MORE

The hotel pantry has become a standard at many select service and extended stay brands. Marriott International's highly successful "The Market" and Hilton's well planned "Suite Shop" and "Pantry Pavilion" are not only guest favorites for their quality and convenience - but a revenue generator that adds dollars to a properties Sales Per Occupied Room. Unfortunately, some of the best GM's in the country admittedly know little about retail, so what should be a small gold mine for the hotel often becomes a hard to manage, unprofitable endeavor due to a few easy-to-correct, retail industry mistakes READ MORE

It's not everyday that you get an opportunity to speak to the general manager of one of the world's finest hotels. The Four Seasons Hong Kong is one such property, and William MacKay is not only the General Manager, but as well, the Regional Manager for several Four Seasons properties. I had the opportunity to spend some time on property last fall and the best I can describe it is a “jewel box,” as everything was gem-perfect. The property has received accolades from pretty much every critical source. In my conversation with William, I wanted to discover how this property maintains this incredibly high level of excellence. READ MORE