“It's hard, and it's not going to get any easier.” That's how Gary Leopold, president of ISM/CP, phrased his takeaway from HSMAI's Digital Marketing Strategy Conference, where nearly 300 hospitality digital marketing executives met in New York City. But we all know with challenges come opportunities, and the hospitality industry is focused on taking advantage of the opportunity to connect and engage with today's traveler. Much of the discussion at the conference focused on harnessing information about potential guests and long-time clients and using that to tailor each online experience to them, truly talking to them on an individual basis and delivering the services that they want. READ MORE

What inspires meeting and event planners to engage with hotels? The customer journey map for a meeting planner varies from the leisure traveler and hotel marketers need to adjust their marketing strategies in order to provide relevant content to meeting planners during the research and site selection stage of their journey. READ MORE

Over the past ten years, social media has gone from “passing fad” to a strategic imperative. Brands are dedicating significant resources to cultivating a rich online presence and every year, marketers invest more and more in their overall social strategy. The hotel industry has been particularly active in the social media space - not only engaging with existing customers but also trying to capture prospective guests. Social media makes it easy to share, like and recommend brands and content - but these indicators don't always translate into increased engagement. How can hoteliers ensure a solid return on their social media investment? READ MORE

If I were to cite an example of a company that sings the right notes but strikes the wrong chords, a brand that encapsulates this contradiction between authenticity and blatant falsehood, I would point a motley crew of copywriters and art directors, and marketing executives and studio musicians, to the worm coiled within the recesses of my ear; because this commercial, aired during Super Bowl XLVIII, is an unintentional metaphor for business leaders everywhere, including hoteliers who must never convey anything but graciousness and sincerity. READ MORE

Bed bug infestations and the resulting liability can strike any hotel, no matter how high-end and reputable. Hotel guests around the country are reporting being bitten by bed bugs and are filing claims seeking compensation for insect bites and ruined hotel stays. Reviews can turn a guest's complaint about bed bugs on a travel website into a viral public relations nightmare. This article provides a detailed overview of what you need to know about bed beg insurance claims, infestation remediation and how to soften the impact of alleged infestations. READ MORE