This is an exciting time for the hotel industry. In an increasingly digital world hotel owners and operators have access to a vast and constantly expanding array of new tools and new technologies that allow them to operate more efficiently and cost-effectively, optimize their marketing and revenue management efforts, and provide their guests with appealing new services and conveniences. They also now have the mechanism to manage and leverage that data, with AI-driven software solutions that can identify hidden patterns and connections. READ MORE

We live in an age where everything technology is here and now. For the hospitality industry, this raises guest expectations to the maximum. With the onset of the 5G Revolution information services will soon become available with a tap and in the blink of an eye. However, none of this compares to the speed of human ability to form First Impressions. First impressions are made in a split second and when negative opinions are created, recovery from a bad First Impression can take a long time. READ MORE

Digital marketing doesn't just allow big brand hotels to reach guests – on their desktops and smartphones – it too can be incredibly effective for smaller budgets. Small and independent properties with limited marketing resources can make smart investments in their digital strategy and online presence to compete with larger brands. Learn how to harness the power of social media, put your best foot forward with an effective website and customize your approach across different digital platforms to reach your target market, secure more bookings and raise awareness of your hotel's brand. READ MORE

Like so many experiences, a glowing first impression can be an accurate predictor of a successful outcome. This certainly applies to a hotel stay. Thanks to immersive websites and persuasive social media, guests can form first impressions of a property before even arriving onsite. But those virtual impressions can't compare with the impact of actual impressions formed by guests after they step through the hotel entrance. Central to the onsite experience is the front desk agent, who in many cases plays a dual role in welcoming the guest and setting the stage for a successful visit. READ MORE

You've probably read a bunch of 2020 trend articles already. How many of them contained the same trends you've been hearing about for five years, and how many of them left you scratching your head trying to figure out what impact the trends were going to make in your everyday life? In this article, I discuss Google's domination, the demand for mobile apps, tangible applications for artificial intelligence, and the changing landscape of technology providers. I offer specific examples of how these trends will be impactful to your business and round everything out by providing advice that should protect you from the trends of 2020 and beyond. READ MORE

Change happens in the boiler room of our emotions…so find out how to light their fires. This little quotation probably should be embossed on the wall of every marketing or sales office of every hotel worldwide. Said another way, people buy with their hearts and justify with their heads. And it is getting more so by the minute because the consumer decision-making process has become more emotional. Therefore, so must your hotel's marketing become more emotional since that emotive connection between your hotel and your guest is what will differentiate the property from its competitors. In this article, you will read about the "fab five" of emotional marketing. READ MORE

Work-related burnout is increasing, resulting in stress, a decrease in productivity, and ultimately could lead to high employee turnover. After spending three decades in the hospitality industry, I have witnessed work-related burnout and the negative impact it has on others. Vacation time helps, but implementing tools that can prevent employee burnout is not only easy, but effective in maintaining a positive and productive work environment. I want to share some of my best practices for team building, internal communication, self-discovery, and encouraging the best performance from employees in any industry. READ MORE

Hotel executives that manage innovation and use HR technologies as an important driving force for business success find their hotels to be more competitive and on the cutting edge. However, innovation and performance in hotels are determined by a set of critical success factors, one of which is the strategic dimension of HR technologies. Hotel executives can implement HR technologies to create conducive organizational climates that foster organizational learning in which knowledge, as a driver of improved performance, is shared and exploited. This is not enough, however, for hotel executives. They need to see how HR technologies can help hotels in facilitating organizational processes. READ MORE

How does your hotel show up online? Since first impressions are made without a guest physically being on property, all aspects of your online communications (website and social media) need to be calculated and perfect. What is seen online is usually a guest's first impression of your hotel. Websites and social media posts need to come across as smart- post differently, have clever delivery, use engaging content, etc. Hotels need to show personality in their messages and on their websites. Show real guests experiences, have some fun and make us fall in love with the images and your hotel. A successful online presence can be hard work, but the benefits are hard to ignore. READ MORE

In the hospitality industry, the cookie-cutter approach just won't cut it anymore. With a new decade dawning, more and more travelers are looking for hotels that are immersed in local culture. They're on the hunt for a place the reflects local touches and offers local insight. They're avoiding the tourist traps in favor of truly local experiences, whether it's signature cuisine or attractions that shed light on a place. Today's traveler is searching for authenticity. Fernando Rivera, General Manager at the soon-to-be-opened Kimpton Palomar South Beach, has developed an array of strategies to help hotels tap into local culture. READ MORE

The hotel industry is complex, and every hotel and restaurant is different – where the hotel is located, the skills of the staff needed to effectively run the operation, the number of restaurants, cafes and other amenities offered – the list goes on. Finding the right labor management system is time consuming and requires extensive research, which is why so many operators chose to go with a simple, one feature set-approach. On the surface it reduces stress because of its ease of use, but depending on the business, a one-size-fits-all approach just won't cut it. READ MORE

Hotel theft is steadily declining in the U.S. While hoteliers have made strides in guest safety through the implementation of on-premise security initiatives, there remains room for improvement. Understanding and addressing areas of risk, focusing on employee training, relying on outside expertise and incorporating new technical resources can further improve the guest experience by making safety a core principle. Distinguished Programs' vice president and hospitality program manager Maryann Prestia examines the typical types of hotel theft, steps hotels should take to decrease the frequency of these risks and the ways modern hotels are creating a seamless and secure customer experience. READ MORE

The role of pre-stay outreach may be among the most underappreciated -- and misunderstood -- factors that affect the quality of guest experiences. While the industry has coalesced around providing basic confirmation of a booked reservation, few hotel brands have put strategic thought into how this "first contact" with a future guest can be leveraged to lay the foundation for a successful stay. In this article we review the current state of pre-arrival communications explore options and opportunities for optimizing this initial touch. READ MORE

The next decade will be shaped by the continued rise of speech- and text-based assistants for customer service. Research shows that the global chatbot market is set to peak at $1.25 billion by 2025, with only 11% of customers negatively viewing the technology. In the hospitality industry, we're seeing both leading hotels and online travel agencies (OTAs) leveraging chatbots to deliver more distinct guest experiences while enhancing staff productivity and creating unique new revenue opportunities. So, how can hospitality organizations invest in a way that makes sense for them? Consider this your 2020 guide to chatbots for hospitality. READ MORE

First impressions happen in a nanosecond. They are not singular moments. They tend to build on each other and, once they are formed, they are hard to shift. From the moment a potential guest explores your website, sees a single comment on TripAdvisor, Yelp, Instagram or other social media post, your fingerprints are establishing impressions that tell your story. Today, first impressions are ongoing impressions. They build your brand DNA for better and for worse. Here are a few tips to help make better and lasting first impressions on your guests. READ MORE