This article outlines the key elements of environmental program design that corporate hotel executives can use to ensure that environmental programs they implement are not only successful in reducing the environmental impacts of their brand's services, but that they are also profitable and efficiently utilize resources available throughout the organization. READ MORE

In our last article, we outlined how hospitality companies can develop and implement corporate environmental programs throughout their organization. One of their most important aspects is how to engage employees in the realization of a brand's environmental goals, while also addressing their training needs for new policies that are developed. In this article we focus on building an employee recognition program that supports the implementation of a new environmental program and can provide staff with training and leadership opportunities. READ MORE

In the hotel industry, customer service positions require exceptional interpersonal skills. The ability to deal with a wide range of personalities--he flexibility to adapt quickly to changing situations and patience are key. When hiring for these positions, it can be difficult to get a clear sense of a candidate's true fit for the position at hand - most people put their best foot forward during job interviews, but do they really have the capabilities and characteristics needed to be successful on the job? And, if you do hire whom you consider to be the right candidate, can you have any assurance that he or she will remain on the job? READ MORE

Hiring the wrong customer service employees can become a public relations nightmare when a frustrated hotel guest complains about an experience or tells friends about it. The Internet compounds the effects of negative word of mouth. A quick Google search will pull up reviews of nearly every hotel, restaurant or travel destination in the world. And some websites are dedicated to helping customers spread the word about their experiences. For example, popular websites such as planetfeedback.com or yelp.com post customers' comments from on their experience with a variety of industries - this is positive or negative feedback to which anyone online has access. READ MORE

Making bad hires in the hotel industry can result in more than just lost time and wages, extra paperwork and personal trauma for those involved. It can cause severe, even irreparable, damage to a hotel's reputation and loss of revenue due to cancellations, lack of repeat business and poisonous word of mouth. Hotel guests all have memorable moments about their stay. For some, it's the spectacular oceanfront view. For others, it's the four-star steakhouse downstairs. Amenities like pillow-top beds or HD TVs might also linger in their minds. But for the discerning guest, it's the four-star customer service...or the lack thereof. If a guest is left uattended at check-in or has to wait over an hour for his luggage to be delivered to the room, the blame isn't going to fall solely on the shoulders of those responsible for those tasks. It's the hotel as a whole that will suffer. READ MORE