Twenty years have passed since the Americans with Disabilities Act (ADA) became the law of the land. Before then, the federal Fair Housing Amendments Act was passed in 1988. Yet many still question whether their timeshare, condo-hotel, or other similar vacation ownership properties are required to comply with one or both. Owners and operators become aware of a problem only after a guest with a disability complains, a lawsuit is filed, or the U.S. Department of Justice begins an investigation. Recent changes to the ADA regulations promise to reinvigorate the continuing debate on providing compliant lodging facilities. READ MORE

Whether you are responsible for a small independent hotel or a large international chain, social media presents an enormous opportunity for your organization. For many, taking advantage of this opportunity requires a change of thinking and has implications in both management approach and processes. It is essential to engage with a technology partner who offers the analytics and functionality discussed above. If you execute well, in a relatively short period of time and without significant expense, you can increase both guest satisfaction and revenue. READ MORE

A sound communications strategy begins with a keen understanding of the hospitality customer lifecycle. By strategically examining the customer lifecycle from a direct marketer's perspective, it is easy to appreciate the virtually limitless opportunities available to enhance the relevance of your marketing communications. In the first part of this two-part article, I'll look at the critical lifecycle stages that occur before your customer arrives on your property - and some of the best practices applicable to each. READ MORE

Social media as a communication platform has emerged rapidly and established itself as an integral part of marketing strategy. To keep pace with the growing influence of social media, hotels must hire the right talent to manage their presence online. With the Internet as the touch point for nearly every travel deal or reservation, hotels must have a social presence online. With this online presence, it is essential for hotels to communicate consistent brand messaging; a hotel's online voice must mirror its public relations, sales, and operational messages. READ MORE

Are YOU on YouTube? If not, stop what you are doing and sign up immediately. Take advantage of this phenomena and get more bang for your advertising buck because YouTube is free, easy to use and billions of videos are viewed every day on the site. I'll tell you how to make your videos stand out from the rest and reach a wide audience. There is no reason why all hoteliers in 2011 shouldn't use YouTube - it's a great way to put your hotel on the Internet map and bring in more business. READ MORE