Understand that when a guest needs a babysitter, limousine, audio visual equipment, massage or other ancillary service, the request is usually made of the Concierge. After all, in most guest service directories you will find a lengthy list of services provided by the Concierge. Often, guests view these services as hotel services, rather than a service provided by an outside vendor. Each vendor's timely, professional and seamless delivery of these services is critical to the guests lasting impression of their hotel experience. READ MORE

My daughters enjoy playing soccer and I enjoy coaching them. My oldest daughter not only scores goals but she is a goalkeeper as well, she understands the game and is a leader. My younger daughter scores goals too, understands how the game is played, and plays to win. As a soccer coach my job is to prepare my daughters, and the rest of the team, for the spring soccer season so when they step on to the field, win or lose, they are able to compete. In putting together my "game plan" for our first practice, just weeks away, I decided to highlight my 5 simple steps to becoming a great goalkeeper. While working on the practice plan it was clear to me that the principles were also applicable to the work I do in the hospitality industry so I decided to modify them so I could share them. 5 simple steps to cut costs and attract more families to your property - is your marketing team prepared to take them? READ MORE

With so many changes in communication and entertainment in the last five years, guests' habits have changed. Guests are going on-line for information, maps, directions, communication, email, and entertainment. Guests are also bringing their media and entertainment with them on CDs/DVDs, flash drives and iPods. These tools are integrated into our everyday lives and we are accustomed to accessing our content on demand. When we travel, it's no different. In fact, it is more important. A little touch of home goes along way when you're traveling. Your guests don't want to be nickeled and dimed to have access to these amenities. So how do hotels afford to make these conveniences available to their guests without breaking the bank? READ MORE

Can hotels get away with slightly inconveniencing guests, in the name of being 'green' and good to the environment? Most surveys say no and trends still show that customers want green, but all without sacrificing their experience. This article explores this issue and offers five practices that can be undertaken without inconveniencing guests. READ MORE

Developers fortunate enough to have an opportunity to develop hotels in or near heritage areas have a duty to incorporate history into their project. Cultural heritage activities are one of tourism's biggest market opportunities but how to capture it? This article outlines five models to profitably attract and retain those visitors and their discretionary dollars. READ MORE