Guests hold high expectations for their stay. Negative experiences result in the erosion of guest loyalty, negative reviews, and unfavorable social posts, that damage business. The goal is to deliver zero disappointment experiences that delight guests. With the help of technology, staff can enhance guest experiences at six critical stages of the customer journey to ensure they're turning potential critics into champions of the hotel. READ MORE

What is leadership? Leadership is a term used frequently and applied to multiple scenarios, but would we know leadership if we saw it? This article reviews the definitions of leadership and types of leadership, servant leadership for example, plus leadership traits, and skills. This article will also discuss leadership education and self-assessment, highlighting leadership metrics. READ MORE

The article explores how the U.S. economy, particularly professional sports, thrives despite challenges like labor shortages and inflation, using data science effectively. It contrasts sports with other sectors facing decline, suggesting hospitality could learn from sports successful human capital management and technological integration. The piece highlights sports strategic use of AI and data analytics as models for other industries. READ MORE

Wellness-Hospitality is not a trend. This new benchmark covers lifestyle, leisure, better health, and premium hospitality. This article reviews the mounting employee tensions in the hospitality market, specifically regarding service workers and provider orientations in spa and wellness departments. Amid a time of significant global and methodical change, a new generation of hospitality is coming of age. READ MORE

Within the evolving hospitality industry, boutique and independent hotels gain acknowledgment for their unique, personalized guest experiences. Amidst the prevalence of online booking platforms and intense competition, hotels must distinguish themselves while prioritizing smooth booking and guest satisfaction. To overcome these hurdles, boutique and independent hotels leverage technology and strategic partnerships with vendors, refining their online booking methods and operational efficiencies. READ MORE

Partnering with an asset management firm can help maximize investor returns and property values. Asset management is particularly important in the current environment where macroeconomic conditions are in constant flux, geopolitical issues continue to intensify, and domestic monetary policy has considerable implications. The following article outlines how the right hotel asset management firm will help optimize the return on your hotel investment. READ MORE

Travelers are no longer just looking for a cozy bed and a good night's sleep. They want to make memories through life-changing travel experiences that are immersive, emotionally engaging and socially responsible. For hotel executives, this means crafting emotionally resonating experiences and showing care for the community. Can you excite and delight your guests while contributing positively to society and the environment? READ MORE

While the hotel industry is embracing the bounce back of tourism, many operators are struggling with one key piece of their operations: the workforce. In this article, I provide a snapshot of today's current hotel labor market and equip hoteliers with some best practices-from writing attractive job descriptions to fostering career development opportunities and more-to attract new hires and retain valued staff. READ MORE

The world's biggest hotel brands and developers are increasingly focused on expanding their portfolios of luxury residences. With more than 140 mixed-use and standalone residential projects in development globally, branded residences are the driving force in ultra-luxury hospitality today. How PRs respond to the ongoing integration of hotels and real estate can drive revenue and help nurture deeper connections with owners and guests alike. READ MORE

Gaining insights from attending travel and hospitality conferences around the world, this article's author delves into the latest innovations, business development opportunities, and challenges in the Generative Artificial Intelligence space, particularly in the travel and hospitality industry. This article offers a new take on personalization and how we can prepare for the complex road ahead. READ MORE

Retaliation claims are some of the most common claims brought against employers before governmental agencies and in the civil court system. This article illustrates how employers can best protect against these claims. It will cover what "retaliation" is under the law, the limited protection "at-will" employment provides, and the importance of having legitimate, non-retaliatory, and well-documented reasons for adverse actions, including termination. READ MORE

Designing a diverse portfolio of hotels presents a number of unique challenges but also offers the opportunity to approach each project with foundational principles of smart sustainability, smart design and smart teams. Whether it be a renovation or new build project, a select service hotel or luxury resort, a branded property or independent boutique hotel, using these foundational principles as a guide will always yield the best results. READ MORE

Sustainability has become integral to the hospitality experience, influenced by environmentally conscious guests whose preferences shape hotel operations and strategies. Implementing sustainable best practices involves reducing carbon footprints, investing in renewable energy, and engaging with local communities. Sustainable initiatives not only attract eco-conscious guests but also lead to long-term cost savings and compliance with regulations. READ MORE

In Cemex Construction Materials Pacific, LLC, 372 NLRB No. 130 (2023), the National Labor Relations Board (the NLRB or the Board) materially changed how unions organize in the United States. This article will assess how the organizing playing field has changed for unions and employers, including in the hospitality industry and why it is likely the most consequential decision from the NLRB in at least 50 years. READ MORE

There is a lot that goes into hiring the best leaders, but often the vision gets cloudy when you are under stress to achieve results. Learn how to stay focused on the process that will help you secure covenantal leaders. This article, along with the February 2024 article on the same, as well as the series to follow quarterly, is intended for leaders in hospitality making hiring decisions. READ MORE