The social web changes the way people discover information and communicate. How can you take advantage of this new environment to raise the visibility of a brand or an idea? In this article, we're looking at where people go for knowledge - and how you can involve employees and guests as brand ambassadors to communicate the messages you need to share through stories. This is next-generation public relations: getting personalized, interesting material in front of the right people in a timely fashion. READ MORE

Making service sense out of those that manage the dollars and cents of any hospitality business is a key but often overlooked part of any service culture. Hospitality leaders may go out of their way to pay the bills, secure revenue, finance investments and get reimbursements but they need to ensure that the accounting department reimburses service too! READ MORE

Social media technologies have fundamentally and permanently changed the way the world communicates. Have you prepared your organization for this shift? Do you understand the impact of social media across all functions of your business? Will your social media policy actually protect your people and your brand? How are you training your people? How are you measuring success? READ MORE

Recently, New York City was co-host to the global conference Social Media Week. The unanimous answer this year: Return on Investment (ROI)! A thorough understanding of the top and bottom-line implications of social media is the most objective method of assessing its true value and is the key to a hotel's ability to leverage it for a competitive advantage. Thus, in this article we take a look at how to evaluate social media ROI and assign an actual dollar-value to some of the social media networks that hotels have established. READ MORE

Whether you try to manage social media in-house or it is outsourced, effective social marketing will require time, resources and professional skills. My following statements and recommendations are a result of years of working with all categories of hotels and resorts. This includes my personal analysis of industry surveys, daily activities and keeping up with never ending changes in the social websites and networks. The goal is to develop effective social touch marketing plans and initiatives with measured results. READ MORE