In some instances, the lines between the home and the hotel have become quite blurred, with a reasonable chicken-or-the-egg argument regarding whether home design is driving hotel design...or vice versa. Delta Hotels, Canada's leading hotel management company, articulates the convergence of the home and hotel in a 2005 issue of its employee magazine, Connection, saying 'thanks to shows like Trading Spaces and magazines like Canadian House & Home people are increasingly thinking about good design in their homes. And since our hotels act as a 'home away from home,' we've begun to adopt a more residential look in our latest designs.' READ MORE

In the words of Jan Carlzon, the celebrated former CEO of SAS Airlines, "An individual without information cannot take responsibility. An individual who is given information cannot help but take responsibility." With that thought as the guiding philosophy, Carlzon took a moribund state-run airline and turned it into an industry model for service and profitability. By flattening out the carrier's management structure, he made every employee keenly aware of the impact that all company metrics - financial, customer service and otherwise - would have not only on the company but on them directly. Thus, the metrics in question became far more than disembodied scores on a balance sheet or year-end review - they became directly linked to flesh and blood interactions that each and every employee had each and every day. READ MORE

Tune in today to any presentation or article on business and the words "alliances" and "partnerships" are prevalent. The "Kayak Test" for partnerships reveals all. Partnerships that pass "The Kayak Test" will be the most beneficial to the planning and promoting of the spa. I never thought that a recreation that I enjoy could be a metaphor for goal setting and sealing a partnership, but I discovered it recently on a kayak trip with my husband and tandem Kayak Partner. When we paddle our 'spa kayak', all partners on board need to fully understand the end result, pace and capabilities to get there. Spa planning and promoting involves a solid partnership of experience, creativity, new ideas and defined goals. READ MORE

"Are product upgrades and renovations really needed during hard economic times?" - That's a question I used to get asked a lot. But, as always, things change-and, obviously, not for the better, at least economically speaking these days. And so the question has changed. In these almost unprecedented hard economic times, the question isn't so much whether a renovation is needed-rather, it's whether a renovation is, first, viable and, second, whether it's a smart thing to do. This is a question you absolutely must ask yourself, especially in this incredibly tough financial environment. As for the answer. well, here's what I think. READ MORE

Sticks and Stones may break my bones but words will never hurt me…unless the words hurt my experience and make me mad! The first part of this classic phrase, usually introduced to young children, teaches us to be tough and not easily offended by what others say. However, using or choosing the wrong words or even a single word in communicating with any guest, customer or client can disrupt service delivery, even though the intentions may be good. READ MORE