Some might sum up the "art of listening" in two simple words: SHUT UP! While I think that is definitely a major part of listening, I think it is only part of the art when serving guests in a restaurant. Servers must listen not only to what guests are saying, they must also listen to what guests are not saying. Servers have to know what questions to ask in order to find out how to best serve their guests. READ MORE

If you want to know how to use OTCs to your advantage take a close hard look at your own website. Once you understand that the combination of your website and the customer service you provide cannot be matched by OTCs you will have the tools necessary to implement marketing strategies to reach the lucrative family travel market effectively and actually use the OTCs to your advantage. READ MORE

Last year one of the articles I wrote for Hotel Executive was titled "Designing the Perfect Family Package". In the article I wrote about the importance of the relationship between the hotel concierge and very young guests. Hyatt Hotels and Resorts listened and in early December 2008, established an on-site Kids Concierge program for families traveling with children. As you read my article ask yourself if you are implementing the strategies necessary to send a strong message "Families Welcome!" If you are not, it is time to get started. If you are, keep it up and you will continue to be rewarded with a healthy share of the lucrative family travel business. READ MORE

When guests walk into your lobby, what do they see? Gorgeous, sparkling marble floors, perfectly arranged florals, and smiling front desk associates? But when they round the corner to grab a bottle of water or a Diet Coke from your lobby shop - is that same experience carried into the Market, Pantry or Gift Shop? Many hotels have perfected their lobbies highly right down to the streak free glass doors, but the Market - where guests actually shop for food and hygiene products - looks like a complete afterthought with haphazard merchandising, empty shelves ,and an overall failure to either encourage a sale or meet guest needs. READ MORE

The basic rule to achieving maximum retail success is "offer the right products at the right price." But what are the right products for the hotel pantry? With everything that is available and all of the snack and beverage trends that come and go, how does a manager go about selecting a winning assortment that meets the two most important hotel retail goals: maximum revenue and total guest satisfaction? READ MORE