A web-based study of nearly 500 respondents conducted by two researchers at Cornell University compared three possibilities for presenting the service charge for a prix fixe meal, namely, as a percentage added to the meal price, as a dollar amount added to the meal price, and as an unknown amount obscured by inclusion in the full meal price. The researchers concluded that the respondents inferred a 15-percent service charge, when one was not specified. Thus, a stated percentage service charge over that amount was viewed as "expensive." Survey participants regarded the dollar-amount service charges similarly, but this format also may serve to obscure the service charge calculation. READ MORE

Hotel energy loads are going strong up to 24 hours per day, making the need to "green" energy loads a priority for hotel owners. A comprehensive, long-term energy strategy can cut energy consumption by up to 10 percent. Hotel executives can guide energy and money savings through a variety of ways, including investments in energy-saving devices, behavior modification, and participation in government grants and programs. In addition to all the federal incentive programs, most U.S. states have rebates and initiatives available. This article will touch upon why it is financially advantageous for hotel owners to work with their energy managers to reduce their energy consumption. READ MORE

Brands that engage in a true Voice of the Customer approach within their loyalty, engagement and customer experience initiatives will continue to increase their market share, profitability and brand equity. Voice of the Customer is more than a marketing program or branding initiative. It is a mindset that is ingrained in the culture of today's most successful brands. READ MORE

Owners looking to sell their business frequently make common mistakes by not: adequately preparing the business for sale; implementing a proper business valuation; finding the right business broker for their hotel; keeping an open mind about potential buyers; and following through after an offer has been made. As sellers often have to cope with competitive pressure in the marketplace, they have little margin for error. While good hotels can still command appropriate market value today, it's important to look at the details when selling your business. Avoiding these common mistakes will help increase your chances of getting the highest price for your hotel - in the shortest amount of time. READ MORE

This past tumultuous two year period has seen large and small banks come and go, regulations rise, consumer demand fall, hotels close, and the general public's acceptance of uncertainty about the future. While we are all reluctantly drinking the "new normal" kool-aid manufactured by Wall Street and politicians, commercial real estate developers need to consider the implications on financing. Financing from private sources is growing as new regulations affect institutional lenders so the landscape is changing. This article is a roadmap for successfully navigating the 2011 financing maze. READ MORE

Most folks believe that onboarding begins on the new employee's first day of employment and ends after the orientation to the department or job function. Actually, onboarding begins with their first contact with your organization and ends with their first year of employment. How you handle every step in this process―especially in the beginning―will make the difference between their becoming bonded to the organization or not, and that will determine you ability to engage and retain the new recruit. Find out how your handling of this critical time can make or break this important relationship and what you can start doing now to strengthen your onboarding process. READ MORE

The journey now starts with a search as travelers increasingly go online to identify a hotel that meets their needs, preferences and priorities. In fact, 93 million American adults are now using the Internet to plan travel. Are you providing a compelling experience online that will turn these lookers into bookers? New research suggests you'll want to entice them with a mix of rich visual media, customer ratings and reviews, and social media. By engaging travel shoppers where they search, speaking to them in a relevant way and vividly showing them what makes you special, you'll make your hotel their preferred destination. READ MORE

Customer frequency programs are commonplace in many industries and known by many names.customer relationship programs, reward programs, discount programs, loyalty programs, rebate programs, frequent traveler programs, ad infinitum. But no matter what the name, two things are clear. First, the common element is rewarding customers for their purchases. Second, consumers have come to expect to be given an award for their purchases. So whether it is an airline, a coffee shop, a bread shop, a shoe store, a supermarket, or a hotel, every time customers spend something, they are asking, not what they can do for you, but what you will do for them. So if your hotel does have a frequency plan, or if you is thinking about instituting one, make sure it follows the silver, gold, and platinum rules for any loyalty program. READ MORE

Let's explore the emerging industry of electric vehicles and how adjusting your hotel properties to accommodate these vehicles will affect your sales, marketing, and reputation in the future. In addition, this article discusses ways car charging stations work, how rental car companies can help your business, and how electric cars will affect the hotel industry, among many. READ MORE

FF&E design can be a challenge, but we suggest that you focus on five high-impact areas: the lobby, technology, beds and bedding, case goods, and lighting. Our tips provide priorities that should make your job easier - and they certainly will create a hotel that impresses your guests. So if you're looking for a more perfect FF&E design experience, start here! READ MORE

Thinking Green is not just the 'right thing to do;' in the long run it is fiscally responsible and also adds to the overall guest experience. Ever since our company launched a series of initiatives aimed at promoting environmental practices to reduce environmental impact, improve the bottom line as well as satisfy owner and guest expectations for environmentally conscious hospitality practices we have noticed a substantial rise in corporate "green" awareness and a significant impact on our bottom line. To get the job done, we adopted a number of action items. READ MORE

The gatekeeper. Yes, the mis-perceived dreaded gatekeeper (i.e. the executive assistant). Not like the receptionist at the front desk of a luxury hotel, waiting to check you in and cater to your every need. No, the wall between you and an executive with whom you'd like to do business. Yet, it just doesn't have to be that way. It is simply another myth that can be dispelled with real-life situations, resulting in a higher conversion of cold approaches to warm approaches. In this article I've listed five methods that, if appropriately utilized, should increase the likelihood that you will successfully engage the executive gatekeeper in a mutually positive and productive dialogue. READ MORE

How important is it for convention services managers (CSMs) at hotels, convention centers and convention and visitors bureaus (CVBs) to work together? According to Devon Sloan, CMP, Director of Events at the Hilton Tucson El Conquistador, a united, consistent approach is paramount to anevent's success. ""There really must be a united front as none of us can succeed without the cooperation of the other," she said. All meeting professionals must keep consistent communication to ensure their clients feel all are united and collectively have their best interests in mind. READ MORE

Over the last few years we have seen a significant increase in awareness and concern regarding the environmental impact of business. It is impossible to pick up a newspaper or magazine, or watch television, without being reminded of global warming and climate change. We must all recognize that protecting our environment for future generations is our responsibility, and every business has a social responsibility to consider its environmental impact, and take reasonable steps to mitigate it. In this article I have therefore highlighted a number of simple steps we can all take to reduce our carbon footprint, providing tangible environmental benefits without the need for costly developments or radical changes in how we run our businesses. READ MORE

Diversity is no longer a lofty idea for the future and wishful thinking. Nor is it something regional affecting select sections of the country. From vendors to guests, staff to neighbors, diversity is here, it is now, it is universal. Revisiting existing strategies and tactics and implementing new ones to accommodate true diversity and inclusion in your hotel is not only socially responsible, it is just good business. READ MORE