Our industry has at times lagged behind others in terms of embracing training as a vital driver of success. Thankfully, the majority of hoteliers today fully appreciate the true value of having a structured approach to training, so the attention must now shift to ensuring that the training budget is spent as wisely as possible. This article focuses on some key factors to consider, across three important dimensions, when seeking to optimize the benefits derived from training and particularly so in the context of small and medium sized hotels. READ MORE

In the hotel industry, the quality of your staff and the services they provide directly affects your bottom line. As your frontline brand ambassadors, your employees' performance is what drives your organization's true competitive advantage. To succeed, you need to attract, develop and retain competent, enthusiastic and accountable employees, and keep them engaged and motivated. This article examines the value of talent management to the hotel industry, and focuses on three key talent management practices that have a major impact on the bottom line - goal setting, pay for performance and coaching. READ MORE

Speed. Innovation. Change. These are the demands of the 21st Century organization. But the very fuel that feeds these critical mandates inevitably produces conflict. The challenge for organization leaders is to create an environment that stimulates ideas and interaction without provoking destructive battles that destroy self-esteem, fracture teamwork, and thwart productivity. A leader's ability to manage conflict effectively is essential to leveraging its value and creating dynamic results. READ MORE

A passion for excellence pervasive in a hotel's service culture makes stunning settings, beautiful architecture or the physical attributes of a great hotel only secondary to the overall experience. It is the staff and their extraordinary skills that personalize the guest experience by delivering signature care and facilitating every aspect of a hotel's passion to please. The best hotels focus on hiring people with great character and a desire to create phenomenal experiences, not just for guests, but for their fellow Associates as well. This is most effective when programs are in place that drive Associate satisfaction. READ MORE

It is better to give than to receive...right? What happens when hoteliers give a complimentary stay or experience, a "comp", to support a special program or fundraiser and the recipient, the lucky "comp" winner, shows up to experience their reward? When that guest begins to make their arrangements, are they treated the same as other guests, better or worse than other guests? And, what value does this guest have for the hotel and the employees if that guest appears to be there 'for free' and not directly contributing to the bottom line? How can hoteliers harness the power of gift certificates and communicate their potential to hotel employee teams? Based on my survey, I am amazed at how differently properties treat this issue. READ MORE