If every answer to a complicated guest request is that it requires the approval of management then the opportunity to have a personalized guest experience is lost! Empowered employees who are trusted to say yes in the moment become engaged employees and take ownership of the guest's overall satisfaction. When you empower your staff and give them the tools and processes they need to succeed they will feel like leaders in your organization and that they are contributing to the overall success of the hotel. Engaged hotel staff results in higher guest satisfaction and ultimately higher profits. READ MORE

Culture might feel like an overused term: one of those buzzword business concepts that has taken on a life of its own. The reality however, is that a strong professional culture isn't optional it's essential. Culture doesn't just make your hotel a more enjoyable place to work, it also makes it a more enjoyable place to stay. It doesn't just boost employee satisfaction, it enhances guest satisfaction-and leads directly to a stronger bottom line. Understanding the nuts and bolts of how to build and maintain that culture is critical, and includes everything from training and tactics to setting priorities and building personal connections. READ MORE

Excellent customer service in the hospitality industry is about so much more than providing a pleasant stay for guests. Organizations that wish to be known for their stellar customer service must go above and beyond, not with fulfilling outlandish guest requests, but with prioritizing the guest experience in all aspects from the development of a property's design and food and beverage offerings to the training each team member must complete. The Hilton All Suites brands have found success by not only following this strategy, but by partnering with owners and developers who share the same vision. READ MORE

Somewhere along the way, we came to believe that all it takes to generate value, loyalty, and great ambassadors for our hotel are outstanding facilities, programs, and services. And don't forget those loyalty programs. While that may have been true back in the 20th Century, it is no longer enough in 2019; these qualities are just expected in a hotel. To provide the kind of experiences that will drive guest value and hotel revenues, it takes more than top facilities and good service. In this article, you will learn how a Gum Ball Machine can point your way into this Experience Economy. READ MORE

In the quest to put the customer first, many hotel chains are reevaluating their approach to IT. The advancement of cloud services, Internet of Things (IoT) technology and enhanced mobile connectivity has created new possibilities to improve the guest experience. However, capitalizing on these capabilities means moving away from traditional, centralized IT and implementing a hybrid IT system. Migration brings its own set of challenges when it comes to network and power management. In this article, global power management company Eaton addresses these challenges and shares strategies to help companies improve critical data protection as they shift toward decentralized IT. READ MORE

Approximately 48 million people annually are sickened due to foodborne illness, which equates to roughly one sixth the population of the United States (U.S.), with128,000 hospitalizations and 3,000 deaths per year. The estimated annual economic costs related to foodborne illness are approximately $77 billion. Foodborne illness is an urgent problem that threatens the health of people and generates significant economic losses. How can hotels and restaurants take action to reduce the alarming numbers of food safety errors and violations? READ MORE

After a long Request for Proposal process, Amazon finally revealed its two locations for HQ2 in 2018-Long Island City, New York, and Crystal City, Virginia. Despite recent trials and tribulations regarding the Long Island City location, which ultimately ended in Amazon pulling its plans to establish a presence there, the Amazon HQ2 plans for Northern Virginia remain strong. Among the anticipated near- and long-term benefits of HQ2 is an influx of new hotel demand. The Washington, D.C. and New York City HVS Consulting & Valuation teams examine the potential impact on northern Virginia's lodging market in the following article. READ MORE

Hotel Managers are on the frontlines of preventing harassment, discrimination, and retaliation from occurring in the workplace. They are in the best position to spot warning signs that harassment may be occurring and they are most likely to be the first person an employee confides in with a complaint. As such, it is important that managers are equipped to stop harassment and any future harassment lawsuits in their tracks. This article details a "5 Step Plan for Managers" in the midst of the growing #MeToo movement to help them foster harassment free workplaces. READ MORE

At a time when technology and social platforms make guest feedback and reviews more accessible and impactful than ever, a hotel management company's ability to consistently create a memorably outstanding guest experiences is more important than ever before. The best way to make that happen is to create a "culture of yes". That means building a team that's more than just being agreeable, but demonstrates both a willingness and an enthusiasm for responding to guest needs with positivity and problem-solving. Understanding the obstacles to getting there-and the best practices that can help you overcome those challenges-is essential for hotel management excellence. READ MORE

Service is not a drive by event, it requires the ability to prepare for sincere and quality interactions. The Goal: An experience that cannot be replicated for the guest! The hotel industry must go above and beyond to be part of forming the perception of the guest before they even step foot on the property. Automation is making it too easy for your team to hide behind the curtain of platforms and processes. They serve a purpose, but it does not SERVICE your guests in the way that a human connection can. READ MORE

The term 'Future of Work' (FoW) has quickly become part of our everyday lexicon and has arrived with very real-world implications for companies and firms across the globe. Hospitality organizations are certainly not going to be an exception. From dizzying advances in FoW technology and consequential job design, to sweeping workforce demographic changes, to the reality of having to leverage greater numbers of agile/on-demand talent, hospitality companies will need to rely even more on their HR functions to navigate these inevitabilities. All this, on top of an industry already with a bit of an image problem. This article discusses some of the implications of FoW for the hospitality industry and presents three questions for organizations to ponder as they begin to adopt the necessary strategies, tactics, and practices to support FoW. READ MORE

Customer satisfaction is paramount in the hotel industry. Executives must hire, train and empower people who can problem solve to provide the best customer service. But teaching them how to say "Yes" isn't enough. Where does that leave them when the answer really is "No"? Smart executives expand upon the "Culture of Yes" to include the culture of "Yes and..." Empowering employees with the skills of humor and improv provide them the flexibility and creativity to move beyond traditional problem solving skills. The ability to manage customers' perceptions and create positive experiences despite seemingly negative circumstances can provide organizations with a competitive edge. READ MORE

The future of the hotel industry is decidedly futuristic, with automated drapes and floors that light up in the dark when you step on them. The endless capabilities of the Internet of Things (IoT) and artificial intelligence (AI) provide hotels with innumerable ways to give guests a more convenient, enhanced experience. Yet, the danger of turning devices into a smart device means they can now be used as a gateway for a hacker or cybercriminal. Hotels incorporating AI and IoT technology into their guest experience need to be aware of what they're exactly offering and the steps needed to prevent cyberattacks. READ MORE

Wellness is an essential component for planners to incorporate into their 2019 meetings and events, focusing on the complete physical, mental and social well-being of their attendees. The top meeting trend prediction comes as the theme of wellness grows rapidly on a global scale. Diane Tighe of Washington Duke Inn & Golf Club and JB Duke Hotel on the campus of Duke University shares recommendations for physical, mental and social wellness for planners to incorporate in 2019. With nearly 20 years of experience, Diane is a Certified Professional Catering Executive (CPCE) and an active member of NACE since 2001. READ MORE

"My pleasure." Though just two words and three syllables, this simple phrase can serve as the cornerstone for a hotel's delivering on a great guest experience. I have found that by training associates to not only say but to also consistently live this creed can make a difference in the success of a property. So, how do we develop quality hotel associates to try to be better every day? How do we make guest service a priority of every hotel associate's job function, regardless of the department in which they are engaged? READ MORE