There is only one chance to make a good first impression. Trite as it may be, creating a good first impression can pave the way to attract business, establish a positive brand, and thwart potential liability. Hotels and other establishments which neglect their parking lots miss out on the opportunity to attract business. Worse yet, they may raise the potential for costly litigation and non-compliance under the Americans with Disabilities Act. As we will discuss, ADA compliant parking involves much more than designating a few parking spots as handicap accessible. READ MORE

The success of our relationships determines the success of our business. Studies have shown that one of the bases of good leadership is the trust and confidence your team has in you. If they trust you they will go through hell and high water for you. Trust and confidence is built on good relationships, trustworthiness and good ethics. But where do we begin in engaging people to build these relationships, and in creating a climate of understanding and trust? READ MORE

Hotels cannot simply attach a mobile element to their existing loyalty programs, call it mobile loyalty, and hope for the best. Both traditional/existing loyalty programs and the mobile channel (the mobile features the hotel wishes to implement) need to be integrated with each other. Vanessa Horwell looks at how future implementations of programs that revolve around points, and/or traditional recognition-personalization loyalty programs can tap into the mobile customer's psyche through both form and function. Find out the characteristics of the mobile consumer, and some recommendations for integrating loyalty programs and mobile elements into a potent reward program. READ MORE

In today's highly competitive hospitality market, a heightened understanding of a guest's preferences and total worth will enhance a guest's experience, maximize revenue and ensure loyalty, while establishing market share for your hotel. While there have been many advances in revenue management throughout the years and market segmentation and channel management strategies have become more targeted in identifying and reaching guests who could add revenue to a hotel, some hoteliers do still not understand the full value of their guests. READ MORE

Social media has become an integral part of the industry's marketing mix to build brands and drive bookings. However, when it comes to using social media for talent recruitment, organizations are still learning this powerful tool. A recent survey conducted by CareerBuilder found that one in four job seekers expect companies to have a presence in social media. Find out what candidates are looking for in social media and how some of the industry's leading companies are using social media to enhance their employment brand and engage employees and candidates on a more personal level. READ MORE

Legendary customer service doesn't just happen overnight. If you decide to go the extra mile to keep your customers loyal, rather than just "satisfied", you will find yourself and your team investing in opportunities to increase the value of your property. This decision requires a shift in your thinking, values, and training, but one that will definitely pay off as you make great customer service a part of your culture. READ MORE

Are you ready for the recovery? With the economy improving in parts of the world and others not far behind, sellers' market for labor will be quickly upon us. Hoteliers will again find themselves struggling to recruit the talent they want and need. To help you with these challenges, we have brought together solutions from around the world that you can implement tomorrow. These proven ideas have worked for others and can certainly work for you―without spending a lot of money. READ MORE

In the United States, agricultural soil is lost 10 times faster than the natural replenishment rate. Business leaders must understand their environmental relationship because it provides insight into critical risks and opportunities. Companies like IBM, SAIC, Patagonia and Walmart are learning to consider and manage the risks and opportunities presented by their environmental relationship. Is your hotel ready to? READ MORE

The InterContinental San Francisco opened its doors in February 2008 to much excitement and anticipation. Since then, guests have enjoyed four-star accommodations throughout 550-rooms, fine dining, a luxury spa, top service and more. These services and standards are something our guests expect when they check in to our hotel so when we made the commitment to be an environmentally sustainable hotel destination, we took great steps to find a balance between the two. READ MORE

Many travelers are claiming that they have become more environmentally conscious when they travel and are seeking out hotels that have made commitments to protecting the environment. Hotels have followed this trend and are greening their operations in order to cater to these green travelers. What has been asked of many travelers is whether or not they are willing to pay a premium stay in such hotels. Some survey results indicate that they are; others say they are not, and still others want to pay less for a green hotel. If the results are so mixed, what is a green hotelier to do? READ MORE

As part of their decision making, guests, meeting planners and travel agents now inquire about a property's green efforts. They ask us upfront about recycling programs and energy saving initiatives, how we work with our clients to reduce food & beverage excess and waste, and how we will reduce the amount of paper that is often heavily used during meetings. READ MORE

In a world where everyone is increasingly engaged with online transactional systems, it is readily apparent that the convenience afforded by live information sharing and online payment services must be balanced and underscored by a solid security framework. In the hotel sector, where card payment technology to book rooms and for actual transactions during guest stays is common, it becomes a much higher priority. Smart hoteliers can combat this risk by adhering to the Payment Card Industry Data Security Standard (PCI DSS). READ MORE

In today's tough and difficult economy, it easy to feel as though things may be hopeless. However, by being bold, creative and forward thinking, you can make your hotel stand out above the rest. Steven Belmonte has some ideas of how to not only endure this economic downturn, but how to use the modern technologies provided to us as well as our imaginations in order to show up the competition and put your hotel on that pedestal. Some ideas can be expensive where others are completely free. Big or small, putting these plans into place can make a huge difference in the success of your property. READ MORE

Succession and career development concepts have been thoroughly explored at the executive and management levels, with most companies providing cultural and experiential training required to cultivate future leaders. But perhaps an even greater return on investment is available by identifying and developing hourly employees in bench positions - jobs that typically are critical to an operation and can wreak havoc if unexpectedly vacated. READ MORE

To remain competitive in your local market can be highly stressful yet there are some strong ideas that can be implemented to get an edge on the competitor. How well do you really know them? Do you know them by brand, reputation, or by the managers running the show, when meeting up at local events? How about how they truly capture their customer and their experience, for example? Do you meet or exceed their service levels? We will get a view of the big picture as to how our rates and market position initially affects how to conduct a study on the competition. READ MORE