A guest with a dog under leash asks hotel reception for a room. Since the guest does not appear to be disabled and the dog has no service animal marking, reception advises, "pets are not allowed." When the guest informs the dog is a disability service animal, reception politely inquires as to the guest's disability and the animal's certification. Is this a problem? Yes, it is. This scenario illustrates the importance of developing policies and staff training on the recent amendments to the Americans with Disabilities Act to promote compliance under the ADA and foster exceptional guest relations. READ MORE

Today's social media frenzy provides us with several avenues to reach out and touch someone. Well, in the sense of promoting our businesses, creating fan bases and engaging in dialogue with potential guest, but don't be fooled, that's not enough to truly build a business foundation of loyalty and sustainability. What is a business to do? How can we begin to design high touch marketing programs that truly build a more satisfied and a more loyal guest? READ MORE

If you think Facebook is just a passing fad and wish to insure that you do NOT maximize Facebook, then this checklist is for you. Who needs more so called "friends" anyway? In this tongue-in-cheek article you will learn about the hidden perils of customer engagement, how to NOT be "Liked" and NOT keep up with the new features in Facebook and other Social Media channels. You will discover the ultimate secret - put up an insignificant Facebook page and then abandon it or pay no attention to it. The choice is yours! NOT maximizing Facebook is easier than you think. READ MORE

In this tough economic environment, we are seeing people "cutting corners" and pinching pennies everywhere we go - whether it's the consumer looking for the best deal, the hotel operator doing everything in its power to maximize the value of every dollar in the annual budget, or the licensor taking steps to decrease its risk by capping its liability to a specific dollar amount. While it's admirable to get the most bang for your buck and reduce your risk of liability, can a licensor really get away with capping its trademark liability, when it has all the control over trademark issues? This article explains the basics of the licensor/licensee relationship and the types of indemnification provisions typically found in license agreements. READ MORE

What Gathered Proven Statistics (GPS) do you use to strategize the spa's financial success? Like our reliance on our GPS devices for travel direction, proven spa statistics can be used to direct the spa's business strategy. Hoteliers know the importance of using reliable statistics to compare performance against industry averages and the property's competitive set. Like the hotel industry's research, the Spa's "GPS" can guide identification for areas of improvement, relevancy to the market and profitability strategies. What are important metrics and how can they be employed to strategize the spa's successful business plan? Let's explore this question. READ MORE