With brand presence on the internet being almost universal, the hospitality space has become increasingly competitive. This, coupled with the fact that price and location are major drivers in the booking decision, means that securing loyalty to any one brand is a challenge. The recent economic downturn saw many travel providers leveraging their loyalty programs in an effort to stimulate bookings and brand loyalty. And while 2010 saw a consistent increase in the share of loyalty program members, the end result is that travelers are members of multiple programs and loyalty is a fragmented commodity. This underscores the need for hospitality providers to stimulate loyalty in other ways and continuously differentiate themselves so that they remain front and center in the consumer's brand consideration set. READ MORE

There is only one chance to make a good first impression. Trite as it may be, creating a good first impression can pave the way to attract business, establish a positive brand, and thwart potential liability. Hotels and other establishments which neglect their parking lots miss out on the opportunity to attract business. Worse yet, they may raise the potential for costly litigation and non-compliance under the Americans with Disabilities Act. As we will discuss, ADA compliant parking involves much more than designating a few parking spots as handicap accessible. READ MORE

The success of our relationships determines the success of our business. Studies have shown that one of the bases of good leadership is the trust and confidence your team has in you. If they trust you they will go through hell and high water for you. Trust and confidence is built on good relationships, trustworthiness and good ethics. But where do we begin in engaging people to build these relationships, and in creating a climate of understanding and trust? READ MORE

Hotels cannot simply attach a mobile element to their existing loyalty programs, call it mobile loyalty, and hope for the best. Both traditional/existing loyalty programs and the mobile channel (the mobile features the hotel wishes to implement) need to be integrated with each other. Vanessa Horwell looks at how future implementations of programs that revolve around points, and/or traditional recognition-personalization loyalty programs can tap into the mobile customer's psyche through both form and function. Find out the characteristics of the mobile consumer, and some recommendations for integrating loyalty programs and mobile elements into a potent reward program. READ MORE

In today's highly competitive hospitality market, a heightened understanding of a guest's preferences and total worth will enhance a guest's experience, maximize revenue and ensure loyalty, while establishing market share for your hotel. While there have been many advances in revenue management throughout the years and market segmentation and channel management strategies have become more targeted in identifying and reaching guests who could add revenue to a hotel, some hoteliers do still not understand the full value of their guests. READ MORE