In 2012, the travel industry saw more business move online (and to mobile) than ever before. In 2013, these online and mobile bookings will collide with another major industry force: a rebounding economy. As expendable income trickles back into the pockets of consumers, it is absolutely critical that travel companies prepare their online offerings for the influx of dollars that will be headed their way. If they don't, their competition surely will. These five best practice trends can serve as your roadmap to success in 2013. READ MORE

Managing employee attendance has become an increasingly complicated and risky task for employers. Long gone are the days when an employer confidentially could administer a “no fault” attendance and maximum leave policies with little, if any risk. The Family and Medical Leave Act (“FMLA”) imposed the first restriction on such policies but employers soon learned not to count FMLA=qualifying leave as absences. READ MORE

We welcome the Social Media to express what it is like to stay at our hotels. We need to have the media strengthen, extend encouragement, to provide comfort, to build occupancy. We need to learn from each other. Some of you may be seeking answers to questions and challenges you are experiencing in your social media relationships. Some are struggling with disappointments or losses. Each can be enlightened and uplifted and comforted as the media unfolds and shows its value. READ MORE

What if you could promote the one experience that helps travelers shed their recent hurried travel and life experiences so they can relax and positively enjoy all your property has to offer? Simply put; a spa brand that is remarkable and relevant to the hotel/resort's market and clearly executed in operations will attract the hotel's guests, add to their pleasure and build repeat and expanded business for the property. Your spa's brand is the conversation you have with your guests that sparks their interest and sets expectations. It answers these questions: Will your guests trust the spa's promise? Does your spa have what they need? Do they want to do business with your spa? READ MORE

Color is one of those elements in our lives about which we think little - unless we are trying to buy a sweater to match a particular pair of slacks, choose a paint tint from the thousands of chips available at our favorite home improvement store, or working with a designer and architect on a renovation. Color is usually just “there” - in our background. But color is more than just “there” when it comes to hotels and how it can prompt guest behavior. In this article, you learn what artists, designers, and retailers have long known -- the importance of color psychology to marketing. They know that color can dramatically affect moods, feelings, emotions and the perception of time. They know it is a powerful tool to communicate and persuade and that it can even affect brand image. Now, you'll know it too. READ MORE

It looks like eighty percent of US business and leisure travelers are willing, nay, even anxious, to receive a discount on their room (or from this study, 1000 additional loyalty points) in exchange for not receiving daily housekeeping service. This is the extreme bottom line finding of a survey we conducted of US travelers that stay in hotels. The study was conducted in response to a below-the-radar emerging trend of offering travelers benefits in exchange for foregoing housekeeping. READ MORE

As we approach the 80th anniversary of the repeal of Prohibition, the ratification of the 21st Amendment to the U.S. Constitution, and the states' establishment of what is known as the “three-tier system” for the sale and distribution of beverage alcohol, the federal courts and state legislatures continue to grapple with the issues arising from a 21st century industry operating within an early 20th century distribution system. In particular, while the U.S. Supreme Court's 2005 landmark decision in Granholm v. Heald provided substantive directives and substantial guidance concerning the constitutional issues surrounding “direct shipping,” Granholm also spawned controversial legislative initiatives and further litigation addressing its scope and meaning. READ MORE

"Yes" and "no." If that answer seems to be less than helpful or direct, it's because the question is not as simple as it seems - it raises complex issues that you need to consider carefully before deciding to build, to buy, or to buy and renovate. Some are obvious trends, while others are more subtle nuances. My column examines a variety of the topics that affect a hotel's profitability in today's marketplace. By the time you're done reading, you'll be better able to decide for yourself whether we as hoteliers can ever make money again! READ MORE

Those who know me well know that I love to travel. That's why I'm so keen on helping clients in the hospitality industry create memorable experiences for their guests. I'm fortunate in that I've been to more countries than I can remember, but I have never had the pleasure of visiting Turkey until this summer. Hospitality is one of the cornerstones of Turkish life. The warmth, generosity, and attention to detail leave visitors like myself yearning to return. Here are some lessons direct from Turkey that can be translated easily by hotel providers in any country. READ MORE

Google may have its critics suggesting that it cannot succeed in the social space, that Google+ has not been a success, but the reality is, Google matters to hotels and so does Google+. Google is a focused organization, returning best search results via the most convenient channel and delivery systems available. Make sure you are maximizing your presence through a few, simple steps. READ MORE

Get ready for even more hotel defaults as brands turbocharge the default pipeline by pressuring owners with long overdue product improvement plans. Brands aren't kidding around; they are defending their brand integrity against competitors who are remodeling. And with the instant customer feedback the Trip Advisors are producing, they have to act more quickly than ever. Here's why a PIP is necessary, how to deal with a brand on PIP issues, and what could happen if you don't. Remember—brands aren't evil—it's the outdated amenities that will dry up the customers and the cash flow. READ MORE

Everyone can agree that the job of the revenue manager has fundamentally changed over the past few years. As revenue management has demonstrated success and gained visibility, revenue managers are taking on a much more strategic role within the organization. Many revenue managers these days have the sneaking suspicion that their revenue management solutions are no longer providing optimal recommendations. READ MORE

The convergence of social, behavioral and technological trends are defining a new way for hotels to interact with data and people. Will you and your business be ready? Hotels that use analytics to decipher online feedback are well positioned to deliver a superior quality experience and earn continuous customer loyalty. READ MORE

Facilitating effective domestic and international law enforcement liaison is advantageous to hotel patrons, security and the parent company. Having credible and timely law enforcement and security information can save lives, protect property and help to safeguard a hotel's reputation and “bottom line”. The liaison facilitated information can help determine the most efficient and effective risk management implementation measures to prevent or reduce the impact of possible threats to specific hotel locations and the company at large. This can be achieved through minimal effort and cost correlating to a high return on effort and investment. READ MORE

On June 28, the Supreme Court settled the debate looming over the constitutionality of the Affordable Care Act, upholding the individual mandate scheduled to go into effect in 2014. Since enacted on March 23, 2010, the Act continues to phase-in significant reforms many of which impose requirements affecting employers. Although legislative attempts and political discussions continue to swirl for repeal of the Act, the time-line for full implementation of the Act continues. Businesses, including those in the hospitality industry, should be in compliance with those provisions that have gone into effect and ready for those remaining to be phased-in. READ MORE

The impact that one individual can have on others in our world today is singly a person's greatest reward. Look back to the differences that others have made in your life, chances are the value was in listening, mentoring and caring that came with providing your precious time to others. Have you ever put a price on the time you spend making a difference, of course not, you give of yourself because it is the right thing to do! Often in a day of volunteering, whether it is at 7am or 7pm, I often find myself much more productive when completing work thereafter. How about you? READ MORE

Hotel business centers are changing because hotel guests are changing - and the result is that hotels are finding creative new ways for their on-the-go guests to stay plugged in. According to industry trends and surveys, today's guests can be classified into three broad categories - Boomers; Generation Xers; and Generation Y travelers, or millennials. They think differently and they travel differently. For hotels to properly serve these three groups, hoteliers must properly understand who they are and what they want. This column examines the differences between Boomers, Xers, and millennials - their characteristics, their preferences, and especially their technological expectations. READ MORE

Think of all the reasons you haven't developed a mobile application for your hotel: usually the list will include “it's too expensive” or “my guests won't use it” or “my property is small, therefore I don't need one”. Some of those reasons may have been true at one time, but generally speaking they just don't ring true anymore. With an ever-changing market and tech-savvy travelers becoming the norm, a mobile application is quickly becoming a necessity for hotels of all sizes. Without a mobile app, you are cutting off a great opportunity for additional revenue and you could be losing guests. In this article, we will discuss the potential an app has for revenue generation. READ MORE

Congrats! You've done the hard work of putting together a media list, drafting your press release and distributing your pitch and the media is interested in covering your story. Now comes the important part: preparing for the interview. From a blog, to a newspaper, to a live TV interview, this article will provide you with a guide to prepare for any media interview. By following the media training tips included in this article, you will be more effective at communicating your story and your key messages in an interview, which will help create a stronger, more newsworthy story. READ MORE