Many hotels are now being outpaced by other large companies in terms of customizing the experience on a consumer-by-consumer basis. Such businesses use specific data collection techniques to generate a superior customer experience, heightening loyalty to the brand as well as triggering a new standard for expectations. Properties need to treat every interaction with their guests as a way to fine-tune their stays - both present and future - so much so that guests become friends of the hotel. READ MORE

Be prepared to play under new rules. The National Labor Relations Board has issued regulations scheduled to go into effect at the end of April that will provide for shorter timelines between a petition for representation and a union election. The rules also limit the review of many challenges until after the election has taken place. It is expected that these rules will provide a more favorable “playing field” for union organizing. Thus, employers in the hotel and hospitality industries should take note of these new rules and take proactive steps to ensure they are prepared in the event of a union campaign. READ MORE

Cost effectively implementing Brand Mandated Updates is driven by clearly outlining your objectives, understanding the critical elements of the brand's program and selecting the best design and implementation teams you can locate and retain. If you can pull these elements together you will be able to effectively manage the process and get the best return for your investment. READ MORE

It is clear that hotel revenue management is taking on a more strategic role and that the discipline is moving from traditional inventory optimization to price optimization. In the midst of this evolution, one thing remains constant; the person that fills the revenue management role is the key to a successful revenue management program. This role requires an analytically-minded leader, who can successfully work across the organization to drive results. In this article, I'll discuss the skills and experience you should watch for when hiring or developing revenue management capabilities within your organization. READ MORE

Remember that old game of telephone where one person whispers a sentence in the next person's ear and the sentence is repeated around the room. By the time the sentence is repeated aloud by the last person, it has very little resemblance to the original. Is it possible that the brand message of your company is suffering the same fate? READ MORE

There is a new wave of advocacy for mediation that is beginning to build within the hospitality industry. Industry vet Steve Belmonte believes that when you have the choice of mediation vs. litigation, the answer is simple. Mediation is his answer and here's why. READ MORE

Customer Service expert, Holly Stiel, discusses the #1 priority when training service providers: The deeper, psychological foundation. In Stiel's words, all aspects of truly effective training need to encourage and empower service providers to take responsibility for contributing generously to their own “emotional 401(k) plans.” Beyond the required skill sets, training programs should connect with the emotional fabric of participants, by posing questions such as: “How does serving others serve you?” Training based on the heart and soul of service transcends the robotic repetition of practices and procedures, enhancing the experience for customers and service providers, alike. READ MORE

What do the best-of-the-best hotel concierges who enjoy rave reviews from around the globe have in common? In the following article, author Holly Stiel identifies five key qualities that differentiate the 'so-so' from the 'so great' concierges and have inspired other industries to integrate the concierge model into their own businesses. These five attributes are illustrated in true-life stories of outstanding concierges who went the extra mile, made miracles happen and created experiences their hotel guests would never forget. These attributes apply to everyone in the service industry, who aspires to elevate their vocation to the level of art. READ MORE

The sagging face of our economy has forced each and every one of us to reconsider our lifestyle choices. No one is exempt from the distress of the economy and therefore no industry has been able to maneuver the tragedy of cutbacks. However bleak the economy may be, the need for hotel properties to march forward is paramount in at least the maintenance of existing properties. Hotels can't just rely on their core product and services to compete. They need something extra - Added-Value Design - to help differentiate them from the competition, tempt new customers and keep the ones they've already got. READ MORE

When asked, the most successful hotel executives tell me that their greatest challenges concern people: hiring the right people, bringing them onboard effectively, engaging them, and of course retaining them. On top of that, you need to insure that there will be a pipeline, so that in the event that someone leaves, you have a trained employee to step into that role. Handle these five areas well and you will be considered a great leader. Miss even one of these areas and you will not succeed. Here's your roadmap to success with your people. READ MORE

Why is it so important to see the real personality of an applicant? Everyone will put their best face forward for interviews so it's prudent to try to discern the “real” personality before hiring them to avoid unwelcome surprises later. Social media profiles allow a peek into a candidate's life, interests and relationships. What would have taken hours or days of background calls and checks can now be done in a few minutes on a smart phone or tablet. READ MORE

The hospitality industry is challenging, to say the least. Minimum wage paychecks and difficult customers magnify the stress of long hours andaching feet, leading to high turnover rates and unhappy employees. It's no secret that happy employees work harder and lead to happier customers, but what is the recipe for success when so many factors of workplace satisfaction are out of management's control? While customer behavior can be volatile and frustrating, managers have the ability to encourage employees through providing understanding, preparation for unpleasant realities and appreciation for a job well done. READ MORE

The lodging industry is no stranger to the fickle whims of the economic climate. The catastrophic events that we have come to know as the “great recession” forced many businesses into triage mode, and those who would weather the recessionary storm were left with the dizzying task of doing more with less. While cautiously optimistic, HR professionals believe that there is no such thing as “returning to normal”. Instead, they understand that we are now operating under a new normal — the landscape has been permanently altered. READ MORE

This article includes a table of corresponding global trends on crisis management directly or indirectly, impacting the hotel industry. Additionally, we explore related background information, company valuation, crisis management, trend awareness and “Black Swan” events, and methods of implementing and sustaining a global trend management program including justification, awareness, preparation and response. The article concludes with the organizational and competitive advantages of implementing an effective global trends management program. READ MORE

Mobility ranked at the top of every technology trend list last year and the opportunities for the hospitality industry are endless. Whether it is revenue enhancement, customer engagement or efficiency gains, there is a broad understanding and acceptance that mobility is on the rise. During the last HTNG Asia conference, which took place from 6-8 February in Kuala Lumpur, Malaysia, the Dubai-based luxury hospitality group, Jumeirah, shared its views on strategic mobility issues such as ROI, browser versus app and 'bring your own' versus standardization and integration to existing systems. Here are some of the most important opportunities and issues as Jumeirah sees them. READ MORE