While many industries are notorious for employee turnover, it is particularly painful for hospitality, where guest service is such a crucial part of the product. How painful? According to the Bureau of Labor Statistics (BLS), the hospitality and leisure industry had the second largest number of employees voluntarily quit their jobs in 2014, with more than 6,000 people choosing to leave their current position. One might first conclude that the recovery of the industry brought many employees new opportunities to take better offers with a competitor. After all, “once hospitality is in your blood, you don't leave,” as so many in the industry like to say. READ MORE

Digital advertising channels have changed the way hospitality brands and independents go to market, not necessarily for the better. Based on the fallacious belief that online channels are "free" or cheaper than traditional channels, and the follow-on belief that SM vehicles are cheaper than digital channels, hospitality marketers have developed strategies that have the unintended consequence of increasing the commoditization of hotel brands. This is unfortunate and unnecessary. In this article we discuss how these channels can be used to build differentiation and distinctiveness, and used in conjunction with other media to build strong, effective brands.? READ MORE

A super platinum-everything status guest with a certain brand hotel chain walked into one of his favorite properties after this brand recently merged with another chain, looked around and said, “It just isn't the same. I don't even recognize them anymore.” He then walked out of the door determined to find a new favorite property he could count on. Does this sound far-fetched to you? It shouldn't; it happens all too often, and it should send chills down every leader's spine. While this anecdote focuses on the guest, you can imagine the impact this would also have on the employees. Mergers and Acquisitions can surely impact the bottom line in the short term, but more importantly, they can also impact guests, team members, and anyone associated with a brand. Unfortunately, these components often get lost in the short-term activity and shuffle. In a world where M&A can happen anytime, to (almost) any company, leaders need be prepared and know how to manage and facilitate the process. READ MORE

This year, for the first time ever, more people will access the internet through their mobile devices than their personal computer. According to IDC, 150 million Americans currently own a mobile device and 10 million more will join them by the end of the year. But wait…there's more! Since they were introduced, only 3 short years ago, about 71 million US residents have bought a tablet (a 55% increase year-over-year). What does this proliferation of mobile technology mean for you? We believe the mobile revolution is here… and that it has marched right into your lobby. Whether you are ready - or not - it's time for your hotel to position itself to meet the needs of your mobile customers. READ MORE

How many times have you heard the expression "content is king?" I've been hearing it since the early days of the Web, now commonly referred to as the Internet. Lately we're bombarded with a new spin on the content is king mantra - "content marketing." By definition, the word content is very broad, encompassing text, graphics, audio and visuals. For the purpose of this article, I'm going to narrow the focus to visuals - photos, videos and 360 virtual tours. READ MORE