Every hotel on the planet has an energy story. A hotel's energy story is what anyone who cares about things related to energy use can observe by looking at that hotel's use of energy, and its attitude to energy related issues. Hotel decision-makers have a choice - they can ignore the hotel's energy story and hope for the best, or they can manage it. READ MORE

It is no big secret that 'going green' and sustainable practices within the hotel and lodging industry are slowly becoming more appealing and are now often a determining factor for travelers when they are selecting accommodation. In this day and age, acquiring a reputation for being an eradicator of the environment can truly be your demise. Hotels operating with green initiatives in place are on the right track and can undoubtedly have an advantage over their competitors. There are great social and economic benefits to be gained by implementing green initiatives, as well as the obvious benefits to the environment. These green programs, when applied and practiced correctly can be mutually beneficial and quite lucrative. READ MORE

A major cause of poorly perceived service is the difference between what a firm promises about a service, and what it actually delivers. To avoid broken promises companies must manage all communications to customers, so that inflated promises do not lead to overly high expectations. With hospitality examples from all over the world, this article discusses four strategies that are effective in managing service promises: creating effective services advertising; coordinating external communication; making realistic promises; and offering service guarantees. READ MORE

It's frustrating not being able to control what people say about your property. In the past, damage was minimal. One disgruntled guest could impact only a handful of people. Today, one disgruntled guest can ruin your business. All it takes is one viral video showing bedbugs at your property, and your business is forever harmed. It's important to go online and check up on your reputation, to see what people are saying. It may be tricky to know where to begin. Here is my list of the most important places where you need to make sure your reputation is positive. READ MORE

As independent hotel owner, operator, founder of InnDependent Boutique Collection and entrepreneur, Pamela Barnhill aims to stimulate dialogue about independent hotels. While independents - which by nature have more personality and distinctiveness than corporate hotels - represent half of the world's lodging stock, Barnhill believes they are underserved. IBC and its corporate sibling, InnSuites Hospitality Trust, aim to expand the branding of independents through marketing and trademark services. In this column, Barnhill shows us why striking the balance between rapidly changing, ever more affordable lodging technology and the human touch that still counts so much is key to an independent hotel's success. That balance is within reach. READ MORE