To make a service culture a reality everyone needs to be on board. This includes the top level executives all the way down through all of the line level associates. Not only does everyone need to buy into the concept and implementation but also play a part in the development of the concept and processes. For, in fact, we with a passion for a service culture know that the process begins with the heart of our operation, the staff members who interact with our guests on an ongoing basis. READ MORE

The year is nearly half over with no significant relief from the credit freeze brought about by the general economic collapse of 2009. Clearly, growth strategies have come to a stop - or have they? How does the lack of available development funds impact our industry and day-to-day performance in our hotels? Hopefully, everyone from CEOs to today's new hire is seeing the opportunity to create growth by refocusing on our most precious asset - the guest. Forced into "slow and steady wins the race" by the lack of new money, how can savvy hoteliers use this time to ensure long-term healthy recovery as opposed to prolonged suffering. The answer is not in cutting costs recklessly, but in refining your brand promise and consistently delivering superior guest experiences. READ MORE

Savvy hoteliers are using TripAdvisor to see what guests are saying about them - and learn where they need to improve. Once they address this feedback, customer satisfaction improves, reviews turn positive and marketing their properties becomes much easier. READ MORE

While the first and foremost objective of a Convention Services Manager (CSM) at a hotel, convention center or convention and visitors bureau (CVB) is to give meeting planners, their clients and attendees an outstanding customer service experience, CSMs and planners agree that a commitment to continuing education is key to keeping their verve for customer service sharp. Interdisciplinary continuing education opportunities, meaning those that explore best practices in working together with other meeting professionals, can only increase one's expertise, their value to their organization and the likelihood of repeat business for their property. READ MORE

"Are product upgrades and renovations really needed during hard economic times?" That's a question I used to get asked a lot. But, as always, things change-and, obviously, not for the better, at least economically speaking these days. And so the question has changed. In these almost unprecedented hard economic times, the question isn't so much whether a renovation is needed-rather, it's whether a renovation is, first, viable and, second, whether it's a smart thing to do. READ MORE

As consumer travel options grow, it becomes more challenging for travel and hospitality organizations to stand out from the crowd. While many have loyalty programs, they aren't effective. For too many companies, they've become rote, and the result is unimpressive response levels. Now it is more imperative than ever that travel and hospitality venues implement loyalty programs that surprise and engage guests. Programs must illustrate a personal knowledge and understanding of the individual traveler in order to be successful. Read to learn what a successful loyalty program includes, how to bring on loyal customers and keep them, how to measure success and more. READ MORE

Facebook, Twitter, LinkedIn, are currently the top social networks used for businesses. At this point, these three online communities are more than a trendy buzzword tossed around at parties, they are household names and part of our everyday lives. Hotels, and the hospitality industry in general, were fairly late in catching this new wave of communication, primarily because they didn't understand how to use the networks properly. They are monsters that constantly need to be fed with new information. They are also not going anywhere. Social media are not a fad, they are here to stay, and it is important to learn the tools to use them well. Read this article on how to cultivate this trend for your property. READ MORE

One thing that the brands, chains. representation companies and third-party sites do very well is ensure that your property information, rates, availability and photos are available online - an integral part of ensuring that your hotel can be found and booked online on a functional level. Guests ensure that there are plenty of written reviews of your hotel and user-generated photos and videos of their experiences available to their peers. But there's a missing piece to the puzzle. Hoteliers typically have the best knowledge of what makes their hotel unique. This is why hoteliers have such an opportunity when it comes to marketing and merchandising online. READ MORE

A year ago, hotels assumed social media was a fad. Today, they're quickly trying to figure out how to use the new methods of communication to grow their guest base. Everyone is rushing to get on Twitter, Facebook, YouTube, LinkedIn, Flickr, Google Wave, Yammer, Foursquare, and Google Buzz, but now that you're there, what's next? In this article, we explore what hotels, big and small, are doing with social media to drive brand awareness, engagement, and loyalty. It's time to get on the boat before you miss it! READ MORE

There are many elements that go into planning a group getaway; whether it's a group business trip, a family reunion, a friend's getaway or a destination wedding. For each of these groups the questions of where to stay and what to do will vary. What is the anatomy of a great destination for a group trip? The answer is simple, the right city for the right group of people. Equally important is the right accommodation and service for the group. Some of the most popular types of traveling groups are Corporate, Family Reunions, Friends Getaways, and Destination Weddings. The following is an exploration into these groups and some of their top destinations. READ MORE

The Internet has revolutionized the way consumers make travel purchasing decisions. In fact, according to a recent comScore Media Metrix study, more than 55 million consumers used web searches to research travel throughout the month of July 2006 alone. Moreover, the majority of those who conducted a web search booked travel online. According to Forrester Research, the Internet makes up one quarter of all travel sales today and is projected to grow to just under 50 percent by 2010, making Travel second only to computer software and hardware when it comes to overall category growth. Lodging companies have made significant strides in harnessing the Internet to leverage distribution and make it easy for consumers to research, compare and buy from their desktops; however, when it comes to building brands on the Internet, opportunity exists. With broadband penetration projected to reach 83 percent of U.S. households by 2008, the opportunities to leverage the medium, engage consumers, drive preference and manage channel distribution has never been greater. READ MORE

In this increasingly competitive industry, a critical point of differentiation in guest services is technology. Are you able to offer the types of digital, Internet protocol-based services that your guests want, including wired and wireless high speed Internet access (HSIA), telephone service, HD TV/video service, and a variety of room controls? There is a cost-effective solution to providing what guests want today and also accommodating needs that will likely arise in the future. It's called a converged network. READ MORE

Self-service technology continues to evolve and play a larger role in everyday life. Consumers routinely purchase airline tickets, buy groceries and scan bar codes using self-service technology. Guests also increasingly use self-service kiosks to check into hotel rooms around the world. There's little doubt that consumers are comfortable with the technology. In fact, a recent survey conducted by Self-Service World revealed that less than 1 percent of respondents scored themselves 'low' regarding comfort level with self-service options. And the self-service trend is predicted to continue. READ MORE

Traditionally, we define luxury hotels as five-star resorts with sleek design, top-notch amenities, and expensive accommodations. At the most basic level, a hotel or resort experience is most luxurious when it offers indulgences and unexpected touches, and hotels often create lavish environments with sumptuous d'ecor and attentive service. Although it may seem counter-intuitive, technology, if properly applied, can help a hotel owner take both d'ecor and service to the next level. Every hotel, from an exclusive beachfront resort to a country bed and breakfast can use technology to create luxury. READ MORE

Thirty years ago many hotels were implementing their first Property Management Systems (PMS). Its main role at the time was to automate processes that had been handled manually. As the PMS has evolved, hotels have utilized these systems' capabilities to increase efficiency and maximize profits. Initially, this was accomplished primarily through interfacing and more recently, via integration and seamless communication. The complexity of our systems has increased and tech-savvy consumers are driving development. So, now that the PMS has evolved beyond merely managing our information, what will the Property Management System of tomorrow look like? READ MORE