When calling hotels and other hospitality organizations about making reservations, guests are often switched over to central reservations. Call centers become essential to managing call volume and efficiently plugging guests in to the appropriate locations. However, without proper training and information, that's where the disconnection can begin. How do off property call centers maintain the service connection and ensure a seamless introduction to the experience which guests' expect? If, as they say, you only get one chance to make a first impression, what training and direction towards the quality of that impression at the reservations center level can be most important ? READ MORE

Consider any one of the beautiful colorful postcards that arrive in guest mailboxes, showing new resorts and promising relaxing, memorable experiences. The mailer arouses the guest's curiosity and they call to learn more. The first person who answers the phone is not familiar with the mailing but knows enough to take the reservation. As the guest asks more questions about this new property, they get polite, standard answers that technically fill those guests' needs (restaurants, room profiles, property features, etc). However, they don't get the feeling, the ambiance or the excitement that the mailer was able to communicate with a picture and a few simple words. Those intangible qualities, the promise of service and the possibility of a new, memorable experience are what motivate guests. Now that guest is confused. Which source is to be believed more...the mailer or the person? Will guests get what they really want when they get there? READ MORE

PLEASE light my candle! All the other table candles in the restaurant were lit, except ours. The time was twilight and we had a water view from our table. PERFECT timing for a lit candle. Our nice setting quickly became an incomplete experience. None of the waiters or waitresses noticed nor could we get their attention until several minutes later. Why use the space for a candle that only sits in darkness? We were disappointed that this little gesture was an oversight and a detail that did not seem important. Big service opportunities come in little service gestures. Little efforts can score big with guests. Those hotels and resorts that do take the time to invest thought and effort in the smaller moments and gestures will score big in the overall guest experience. READ MORE

Good old Johnny Appleseed! This is his time of year, with peak apple season from September to November. How would Mr. Appleseed have felt if any of the seeds he planted turned into trees with rotten apples? How do hotel leaders feel when employees they have selected, trained and groomed change from positive to negative? Will they end up damaging the rest of the crop of employees as well as guests? It's amazing how one rotten apple can spoil the whole bunch if not removed. How do hotels and hospitality organizations handle those employees or even managers who taint the others? READ MORE

Under a recent Harvard study, 6 percent of U. S. traffic accidents are caused by drivers talking on cell phones, producing 2,600 deaths and 330,000 injuries each year. Prudent Employer's would be well-advised to consider what risks are posed when their employees make business calls while driving. Some recent lawsuits vividly drive this point home: In a pending lawsuit in Virginia, a Palo Alto based law firm was sued for $30 million when an attorney, making business phone calls while driving, veered off the road killing a child. READ MORE

As a hotel, how do you protect yourself from liability issues associated with the gym? Developing a comprehensive risk management plan and taking steps as early as the design phase to limit liability is a must in protecting your hotel from litigation arising from injury to either a guest or your staff inside the fitness center. Risk management within the gym centers on a comprehensive plan that facilities should adopt to create a clean, safe environment for both your guests and staff. Following is five crucial areas within the fitness center that should not be overlooked. With the proper planning and risk management plan in place, addressing these issues can drastically reduce your hotels liability. READ MORE

I am a Baby Boomer. I manage a staff of Boomers, Gen Xers and Millennials, and work with a set of Traditionalists. I think you see where I'm going here. As you might imagine, I have little or no trouble relating to the other Boomers on my staff, however, when it come to the Gen Xers and especially the Millennials, let's just say that I can sometimes be "out of touch." Being a marketer, my first line of defense is research when faced with an issue, and relating to, managing and working with a multigenerational workforce was just such an issue for me. Last year I started a research project to better understand all of these different generations. Some of the results were expected, and some were not, but it was amazing how people of those generational groups behave alike, have similar expectations (especially when it comes to customer service) and have comparable learning styles. Hopefully, my findings will help you in managing your own multigenerational teams. READ MORE

Whenever a bar is generating healthy gross sales it is most likely racking up equally healthy profits, right? Not necessarily. Much to the dismay of owners and managers of bistros, bars, lounges, nightclubs and restaurants -anywhere drinks are prepared and served - profits are the result of good sales volume plus a multitude of factors which need to be created and nurtured on an ongoing basis. If profitability is the goal, then control and constant diligence must be major components of the oversight provided by owners and managers if their establishments are to remain 'out of the red' and send profits spiraling upwards. READ MORE

After inconveniently learning a few truths and watching celebrities roll up to red carpets in fuel-efficient hybrids, it seems everyone is going green these days. But some of the best and most effective environmental efforts are being embraced by the hotel and lodging industries. Not only do hotels feel the pressure to implement eco-friendly steps that go beyond simply allowing guests the option of reusing their linens and towels, it's apparent they must take measures to accommodate more and more guests who are specifically seeking out the hotels that have gone green. Some celebrities - from Andy Dick to Woody Harrelson - have even designed their own eco-friendly suites. And some hotels, such as 70 Park Avenue in New York City, are even starting to implement their own eco-concierge, on hand to recommend eco-friendly ways of getting around the city or give directions to the local organic restaurant. READ MORE

Rather than trying to predict the market, hoteliers can look into the future and make investments that set the stage for explosive growth when the economy takes off. Instead of reacting to today's economy, hotel owners can prepare for tomorrow's. Today's marketplace offers hotel owners a perfect opportunity to work on projects they put on the back burner early, as contractors and suppliers lower building costs in response to dwindling demand for their services. The cost of labor and materials decreases right in line with the economy. As an hotelier, you can take advantage of the economics of an uncertain market. READ MORE

Developers of boutique hotels are experts in leveraging design to create unique guest experiences. Historic hotels are perfectly poised for redevelopment as boutique hotels, and they offer that something extra that guests seek. Don't be afraid to invest in a historical property, especially if it's designated a landmark. The design challenges inherent to historical properties are surmountable, and even the most dilapidated properties can be restored to glory. The end result is a modern hotel infused with a narrative, and the cachet of staying in a historical property can make for an unforgettable guest experience. When you embrace a hotel's past and restore its glamour, guests feel the magic. READ MORE

The acronym FF&E hardly seems adequate to describe such an important part of hotel development. Furniture, fixtures, and equipment can make or break your guests' experiences - and your budget. Cost overruns and time delays are typical in the FF&E purchasing process, and mismanagement of procurement can even set back the opening of your hotel. READ MORE

Walking into a hotel lobby is like shaking the hand of someone you just met. It's all about the first impression. Just like people, hotel lobbies embody distinct personalities. A lobby can be aloof, inviting, intimidating, or unbelievably cool. As an hotelier, you cannot stand by your front door greeting all the guests that make their way onto your property, but you can choreograph initial experiences by transforming your lobby into an oasis. READ MORE

Strong communications between an owner and general manager are vital to the success of any property. The general manager needs to share the owner's vision while clearly understanding business strategy, objectives, accountability and metrics for success. In many cases, the owner and general manager will have already developed a broad based business plan that documents the goals and objectives of the property. Once these goals and guidelines have been established, it is incumbent upon the general manager to create a detailed operating plan to fulfill the vision. READ MORE

As 2008 continues to unfold, the current economic environment reminds us that making smart investments is paramount to the sustainability of our businesses. The most recent spa industry study conducted for the International Spa Association (ISPA) reveals that while the industry is very healthy, it is maturing and the previous exponential growth in locations and revenues is slowing down, yet individual spa net profits are improving. It is clear that spa properties that have not kept up with quality expectations are suffering from increased competition. Never has there been a better time than the present to invest wisely for the future and be poised on the brink of excellence as the economy returns to robust levels. READ MORE