Connecting with hotel guests online today is mandatory today, fueled by the explosion of consumer online engagement and guest empowerment from hotel review sites. Still, some brands continue to struggle with how to best derive true business value from social media. This article is a case study on the success of Mandarin Oriental's global social media strategy. You'll hear insights from the Senior Manager of Social Media Marketing and stories from a hotel Director of Communications. And, you'll get a view from the top as the V.P. of Consumer Marketing shares her team's methods for delivering a clear brand direction during the age of the social media revolution. READ MORE

Economic downturns frequently result in companies analyzing possible cost-cutting measures in all aspects of operations. Companies in the hotel industry, and particularly smaller franchisees, frequently avoid layoffs as a cost-cutting measure whenever possible; instead, they increasingly defer to classifying administrative employees as “salaried exempt” to save costs associated with overtime. An aggressive approach to using this designation has resulted in hotels becoming involved in wage-hour litigation where, in states like California, they end up with more exposure than the savings enjoyed by the re-classification. The following article reviews exemptions available to administrative employees in the hotel industry and the framework for an initial checklist that can be utilized to ensure cost savings, proper classification and risk prevention. READ MORE

What if someone told you that by spending an estimated $5,000 (sometimes a little less, sometimes a little more), you could show exceptional appreciation to the men and women that became disabled while protecting our rights during a war? Or what if you had a child that was disabled but loved to swim. Would you want them to be able to enjoy all of the amenities that a place of public accommodation has to offer, or would you want them to have to sit on the side of the pool while all of the other children were playing in it? Perhaps it is time to take a different perspective on the ADA. READ MORE

As with any business in the world today parking areas are a necessary and vital component that has a tendency to be underestimated as it relates to guest or employee protection. Every hotelier is aware that parking lots generate a large expense in maintenance, lighting, cleaning and the associated landscaping and accesses. Everything has a direct cost and security is no exception. READ MORE

All organizations seeking top professionals to create an outstanding service will want to pay particular attention to this article. Screen for these character attributes at the time of hiring service personnel and develop a work environment that nurtures and rewards those who demonstrate they possess them. You will then have a Concierge service team which can move on to the Six C's of Successful Concierges. READ MORE

Looking for fresh new ideas to market the spa has become an everyday challenge for the Spa Director. For fresh new ideas to market your retail look to the old; the ancient art of Feng Shui makes perfect sense for Spas whether you apply the 'feel good now' principles of immediate gratification, or the 'change your lifestyle' principles attached to learning how to live a healthier lifestyle. This article provides tips on how to make the Feng Shui principles work for your spa. READ MORE

True or False: Managers are exempt from overtime. Employers who assume that managerial titles or merely bestowing a title upon an employee makes them exempt are making a mistake that can cost them significantly. The U.S. Department of Labor has stepped up enforcement efforts which will likely scrutinize whether employees are exempt. As this article discusses, the Fair Labor Standards Act places no relevance in a job “title.” Therefore, it is important that hotel establishments ensure that employees for whom an exemption is claimed, do in fact qualify for the exemption. READ MORE

The hospitality industry is an ancient one. For thousands of years people have travelled for commerce, education and recreation, and hotels and inns of one form or another have been opening their doors to provide them with a place to rest and refresh. While things might have changed a little over the years, fundamentally our purpose is the same. But before I start talking about the role of hotels in society today I want to take a step back and consider the question that precedes it - what is the role of business in society? READ MORE

This article will give you seven strategies to ensure that the stories that you pitch are newsworthy, thereby increasing the ROI of your outreach. Each of these qualities is important, however, it should be noted that each quality does not have to be included in each pitch in order to make it effective and newsworthy. READ MORE

Communicating with our employees is one of the easiest ways to get the information we need to improve efficiency levels, reduce costs, and enhance the guest experience, and yet, we tend to focus on guest feedback and everyday operations and forget that our people on the front lines often have terrific insights into enhancing the guest experience. By remaining alert and creating an environment that promotes communication, observation, and encourages employee feedback through regular surveys and rewards and recognition programs, you can maximize your best assets: your people. READ MORE

Hotel renovations are a fact of life. Stiff competition between properties almost ensures that every hotel will undergo some kind of facelift at some time. However, a renovation does not mean that the customer experience should fall by the wayside. In fact, it's just the opposite. In this article I examine some of the customer service mistakes hotel managers often make, and provide some tips on making the most out of the situation. Don't let renovations sour customers on your property. With the correct plan in place - despite the dust and noise - you can still "wow" your clients at every turn. READ MORE

Training the hospitality professional in guest service seems to be somewhat of a common sense concept that we all should apply in our hospitality establishments. We also do our best to find the best candidates that have the appropriate personalities and attitudes. Yet, training alone perhaps may not be sufficient. Additionally, it seems that there is a lack of truly demonstrating this skill (service) thoroughly. It seems that we need a bit more to execute the service element. Perhaps we need to reinforce it in meetings or on a one on one scale perhaps. Still, it seems that some of our employees do not get the overall concepts that are needed to own each moment of truth. That said why not put them through an education process, in addition to the training that you also may have for them? READ MORE

While the prospect of Facebook-generated reservations creates an enticing reason to jump in to the social universe, direct revenue generation should not be the main focus of your hotel's Facebook presence. Booking through social media is still a new concept, and most users are still uncomfortable providing payment details through social media platforms (have you?). Though minimal reservations are made through Facebook, we do see traffic being driven from social media to a hotel's website. READ MORE

There are several steps that can be taken to ensure smarter decisions when it comes to repositioning your hotel in the marketplace. Industry vet Steve Belmonte shares these steps that he believes will help your hotel to thrive in this economy whether you choose to renovate, reposition or reflag. READ MORE

Obstacles can be determined by a place, a person or an activity, though the learning from each creates momentum for the future. How often do you face an obstacle in your daily lives, ten or fifty times a day? I am sure that each person has a different meaning for an obstacle, what is yours? The momentum that can be created in both a negative and positive sense is completely driven through an emotional view by the individual facing the challenge. Visualize with me as I embark on my learning's of becoming a high hurdler and finding the meaning of half full. READ MORE

The population may not be getting smaller, but your ability to communicate worldwide can almost make it seem that way. Ninety-three percent of Americans expect companies to have an online presence, and a Web site alone isn't enough anymore. Guests go online to research everything from the cheapest price for hotels to reviews from past guests before making a reservation. And the bottom line is that your hotel cannot afford to ignore this growing trend, as over your head as it may seem (it's not). The point of emerging media is to build relationships with current and potential guests. In the offline world, brands spend millions of dollars and create loyalty for years. In the online world, consumers change loyalty almost instantaneously. You no longer need to spend millions to engage. READ MORE

Spa treatments are at the heart of your spa. Do you know which treatments really sell? Have you integrated flexible, classic standard treatments into your spa's menu that will please guests, generate revenue and achieve measurable results? Take a look at our top 5 treatments and re-think your spa's menu. READ MORE

With the recent ADA Compliance extension granted by the Department of Justice, the deadline for installation of water feature lifts have been has been pushed out until January 31, 2013. During this compliance extension, the department of Justice has announced that it will not enforce the fixed elements provision in the 2010 standards against those owners who purchased otherwise compliant portable lifts prior to March 15, 2012, as long as those owners keep the lifts in place for use and operational during all times that the water feature is open to guest. While this short reprieve has created a collective sigh of relief in the hospitality industry, it should not give license to complacency. It is almost certain that there will be very little leniency for those not compliant by this new deadline. READ MORE

Many people in the hospitality industry know that Revel is Atlantic City's newest beachfront resort. They may know that it is 6.3 million square feet and the hotel tower is 47 stories. They may know about its Ovation Theater where Beyonce headlined four concerts during the premier weekend. They may even be aware of its 1,898 guest rooms, 14 restaurants, 32,000 square foot spa, two nightclubs, 10 pools, a 2-acre sky garden, and 130,000 square foot casino. What most people do not know, though, is that Revel was designed and constructed as the first-of-its-kind, from scratch and without any template. READ MORE

“People don't leave jobs, they leave managers”. What role do supervisors and managers really play in employee turnover? Several studies demonstrate the link between management and key behaviors that drive turnover. This article provides a summary of those aspects of turnover and “productive retention” - retention of your most productive employees. Also discussed are those qualities and behaviors that impact retention and are directly attributed to management, and basic solutions to ensure that “People stay because of their job and managers” is a more common truism in your organization. READ MORE

Although it seems logical to presume that winning plays a significant role in customer's willingness to return to a casino, data collected from the Market Metrix Hospitality Index (MMHI) indicates that it's the casino experience (emotional connection) that plays a significant role in whether or not a customer will plan to visit again. In fact our results found that a good casino experience can reduce or eliminate the negative impact that losing has on customer loyalty. READ MORE

From drugstores to coffee bars, everyone seems to be getting into the loyalty program game nowadays. When a guest has so many loyalty programs at their disposal, what makes them choose Brand A over Brand B? Chances are its not just the points they will earn. How a meaningful, quality guest experience at one property impacts your loyalty program brandwide. READ MORE