Hotels and spas share many attributes, perhaps none more salient than that both are in the service industry. Whether we're selling rooms for the night or massages for the hour, what differentiates one service provider from the next is the overall guest experience. Frontline employees shape guests' perceptions and make the difference between a "Wow!" experience and just an average one. READ MORE

In today's tough economy, customer value and quality service are everything in the luxury resort category. As the industry wades deeper into an uncertain 2009, some fractional resort and luxury hotel developers and operators look startlingly like deer caught in the headlights -- paralyzed by doom-and-gloom news and declining sales reports. Yet high-end property owners and mangers should know that luxury is, and always has been, a cyclical business. So as we wait out this market downturn, let's not hastily cut concierge programs and guest service personnel in a panic to balance the books. READ MORE

For an industry that survives on providing their guests with optimal customer service it always amazes me to see the lack of emphasis placed in the hotel fitness center both in terms of proper planning and the maintaining of the facility. What is even more shocking is seeing neglect in facilities that, at one time, were a proud amenity and focal point of the hotel. The only rationalization I can make for this oversight is the inability of management to both budget and approve the funds needed to maintain these fitness centers. READ MORE

Is the unstable economy throwing shadows over your sunny vacation destinations or business travel hot spots? The current economic climate is undoubtedly influencing the way you do business and like many, you likely are looking for places to cut back. Marketing may seem like the best place to get started, but in tough economic times it is more important that ever to keep the lines of communication open on all fronts. READ MORE

Surely, you know what your company's mission statement is. But, do you have a green mission statement? Sitting down and working through all of the possible intentions and outcomes of a green mission is the first step to setting a green strategy that is authentic. What are you looking to accomplish? Who are you trying to engage with your green message? What does green mean to your company today? What will it mean in 5 years? Use this mission as your "roadmap" to the greening of your company. It will provide an anchor that will keep you on track with your goals - if followed; it will literally show the way as you live your new mission. READ MORE