Just like the old game of telephone, customer service training messages can change drastically as they are passed along. Your message may start out strong, but whether it's kids with the tin cans and twine, or even executives with smart phones, messages become less and less distinct as they filter through the ranks. And, in the end, you're left frustrated and wondering how you can make your next training stick. When direct, onsite training isn't an option, learn how to optimize learning opportunities through distance training programs so that your participants walk away engaged and ready to turn ideas into action. READ MORE

When it comes to discussions and legal commentary about hotels and employment law, the focus generally is centered on employer obligations contained in federal law sources. But each state (and local municipality) has something to say too. In this article I explain how hotel employers need to be equally cognizant of the myriad of state-based obligations that exist in each jurisdiction of operation. READ MORE

Given the economy, it shouldn't be a surprise industry numbers, as reported in The Pegasus View, show there has been a global decline in net reservations, length of stay, average daily rates and net revenues. Based on information gleaned from the nearly four billion monthly hotel transactions going through the Pegasus switch, we can see how certain bets are paying off for hotels, especially diversification, which here translates to distribution channel management. Successful marketing and sales of hotels begins with sound distribution - deliver your hotel to your target customer, whomever they may be. The various ways you deliver your hotel to those audiences are your channels. READ MORE

In many parts of the world, and Asia, hoteliers' and guests' security concerns are already heightened. And although the risks in North America are generally lower, the threat level and appropriate design solution depends on the density, surroundings, and patronage of the specific property. Even a low-level threat - primarily due to local crime, theft by employees, theft from guest rooms, intrusion of homeless persons, and high levels of foot traffic in the area - merits design solutions to mitigate the threat. That is why wise owners are thinking seriously about security when they undertake a new project or major renovation almost anywhere today. READ MORE

Resort security is no longer a second or third priority. Real dangers exist resulting in loss of life, destruction of property and ruined business reputation. Guests, patrons and public opinion fed by the media, expect reasonable safety and security at resorts where they vacation. Executive management must revisit their priorities and provide additional budgeting and organizational support for security. If the existing Security Manager or Director is not qualified for appointment to the Executive Management Team, a replacement should be hired. Finally, resort security officers, their appearance, ability to communicate and how professionally they respond, reflect the reputation of the resort and the competency of resort management. The consequence of inadequate security should not be underestimated. READ MORE