In many ways, email marketing suffers from image issues. Because a few unscrupulous marketers churn out unsolicited or untargeted emails, it is seen by some marketers as something to avoid. But when email campaigns are built and executed responsibly, they can provide a high level of service for your guests and profitability for you. It is not uncommon for hotels to get a higher return on investment from email than any other digital marketing channel. The secret is to know how to publish great email. It's not about pushing out "email blasts." Instead, it's about planning tightly targeted segments and producing content that is useful for each of them. READ MORE

As the hospitality industry continues to expand in the digital market, in-room technology will become an increasingly important part of the guest experience. From iPads and iPods to smart phones and netbooks, guests are always connected - on their terms. In order to capitalize on in-room technology, hotels must learn to adapt quickly to the ever evolving changes in this area, but also make the connectivity process easy for the guest. READ MORE

Hotels are redefining self-service in order to offer more choices designed to enhance the guest experience. Self-service as a market trend has gained momentum as guests increasingly expect and prefer self-service functionality within hotel guestrooms as opposed to a limited set of offerings dependent upon hotel staff. It is for these reasons that self-service applications are often described as "guest facing forward" applications. READ MORE

The hotel guest room used to showcase new and exciting entertainment and automation solutions; but now that experience frequently falls well short of the domestic one. The pace of change of both technology and guest behaviour seems to run unabated widening this gap relentlessly. The hotelier no longer delights but rather risks frustrating the guest. This article considers some of the major trends and how the hotelier might respond to this growing challenge. Hoteliers need to develop a holistic technology strategy that encompasses the guest room. READ MORE

Group business has historically represented a significant portion of revenues for hotels. Revenues encompass rooms, food and beverage, and all ancillary revenues, and a drop in this segment can have a tremendous impact on a property's profitability. Group business began to plunge in January 2009, when this segment dropped 5.4 million roomnights from the previous year (per STR data). The group average rate for hotels in the United States hit its peak during 2008 at $105.37. Group average rates have dropped since, at an annual average of $103.93 during 2009 and below $100.00 through 2010, according to STR. This article will address some tips for your sales staff to penetrate this market regardless of market conditions to ensure that your property(s) is positioned for profitability. READ MORE

Whether personal or professional, the meetings industry is primarily based on relationships. Meeting planners are often influenced by their colleagues and the relationships built with the service personnel they work with to help produce successful meetings. Often times, the decision for a meeting planner to return to a venue or destination (or not) rests solely on the ability of convention services managers (CSMs) to develop thriving client relationships. To do this successfully, CSMs at hotels, convention centers and convention and visitors bureaus (CVBs) need to take personal ownership of their client's events and work diligently to fulfill their needs, all while making suggestions to them for improvement and efficiency. READ MORE

For many hoteliers, 2010 will forever go down in history as the one that got away. As the economic downturn bottomed out, hoteliers around the globe received an unexpected boost from international tourism demand which offset some of the implications of financial recession. Future forecasts are frustratingly mixed. Whilst some financiers are flying the flag for recovery, naysayers continue to cast doubt with cries of a double dip recession. As long as savvy hoteliers are amply prepared with the right intelligence, they will make educated and informed decisions when developing their negotiating strategies for 2012 and enter into the year in a strong position. READ MORE

Research is showing that customers want loyalty programs that are personalized and more tailored to their specific needs and wants. And with only 20-40% of program members regularly accruing points toward reward redemption, hotels that incorporate these findings into their loyalty strategies will make great strides in engaging 60% of their loyalty program members. An inside look at current loyalty programs from industry leaders will shed light on what hotels should do to make sure that their loyalty programs appeal to the widest segment of travelers. READ MORE

What makes us feel welcome, comfortable, appreciated in any environment? What kinds of emotions are triggered when we experience a welcoming feeling -and when we don't? How do hoteliers instill the spirit of welcome in their teams and create a warm sense of belonging the moment their guests arrive? And, how can the power of welcome move beyond borders and reach out to guests before they even set foot on the property? READ MORE

The smart use of technology has great potential to improve the guest room experience. Above all, technology should be easy to use and easily accessible. Small touches can make a big difference to those of us who spend much of their lives on the road. The tips I present in this article, however, are not just for the road warrior; they will benefit all guests. Hotel owners and managers who recognize this, will see increased satisfaction and loyalty from their esteemed clients. READ MORE

The popularity of mobile connected devices combined with the proliferation of online streamed content and the way people consume information and entertainment are crippling the majority of hotel broadband networks. In February of this year, 170 million U.S. Internet users watched online video content and the total U.S. Internet audience engaged in more than 5 billion viewing session during the course of the month . By the year 2014, online video is expected to account for more than half of Internet traffic globally . READ MORE

Technology has reached an evangelical level; a recent documentary by the BBC has shown that some people today react to technology the same way some people react to religion. Seeing photos of apple products or the Google logo activated parts of their brain that is only stimulated by attending church and praying. And people addiction to technology is only growing and very fast. What will be the future technologies that our guests will require, what should we be providing. Will YouTube on the hotel TV be enough? How will guests interact with the hotel, most probably it will all come down to the Smartphone, so what effect will that have on our future operations? READ MORE

Executive Director of Operations Jesse Boles takes the guesswork out of the hiring process by helping you determine what you're really looking for when you go out into the market to find your people. He helps you wade through resumes, establish an interview process that will cut down on turnover, and walks you through the entire hiring process to the point at which you make that final hiring decision and final call. Does your management team know how to conduct an effective interview? Find out how to vastly improve your chances of hiring people who are the perfect fit. READ MORE

Wireless Internet is changing the way business gets done in the hotel industry. There's a tremendous demand for wireless access - for overnight guests and even for conferences and trade shows. It's not just for email and Web surfing anymore. Video streaming, audio streaming and voice-over-IP are all competing for the same Internet pipe. This is compounded by the growing trend for trade shows and conferences to offer high-speed wireless data service to their attendees, which can slow Internet traffic to a crawl. This demand means opportunities for new revenue streams. Wireless has also created new ways for hotels to connect with their guests to generate loyalty. READ MORE

Online Reputation Management must be front and center for today's savvy Lodging Manager. Why? Because today's savvy traveler finds it compulsory to conduct online research to see if you have a good reputation, are worthy to "buy" from, and look for "feedback" on how past guests have been treated. It is easier than you think to monitor and quickly respond to positive reviews from past guests as well as manage negative criticism and feedback on your property, staff and services. This article presents a helpful overview of Online Reputation Management and how you and your staff can and must control the ball in today's socially connected world. READ MORE