We have seen an interesting evolution in hotel design over past several decades. At the beginning of the 20th century, the wealthy traveled in grand style at a leisurely pace, with vast amounts of luggage and, quite frequently, large numbers of staff. The design of the hotels that catered to them reflected that style, in size, proportion and atmosphere. The tumult of the 20s, 30s, and 40s disrupted travel patterns, but when people began traveling more consistently in the ensuing years, the look and feel of hotels changed. As travelers became more sophisticated, the demand arose for hotels with design elements that spoke of the destination; that used indigenous concepts and materials to help create a total experience. This demand for authenticity is very strong today. READ MORE

A memorable and satisfying spa experience is never an accident. Great service organizations combine three crucial ingredients to ensure that guests are "wowed" on every visit. The spa director must masterfully coordinate a trilogy of Values, Structure, and Aesthetics. Values and Structure are absolute essentials to good service, but Aesthetics is the "cherry on top" that makes the spa experience a delight and elevates it to the level of World Class. READ MORE

In the not so distant past, resort spas were an added bonus for those few guests interested in soothing mind and body during their week of rest and relaxation, or were a special treat while away at a business meeting. Even though potential guests or meeting planners would often inquire, "Do you have a spa?" few would take advantage of the offering. Just knowing it was there and available was important; whether or not it was actually used was a different story. My how times have changed! Today, spas are the reason that many guests select specific resorts... in fact, consumers seek out the trendiest treatments and programs. So, while yesterday's spa was a wonderful property amenity, although not necessarily a money maker, today's spa should be viewed as a profit center just like other hotel divisions such as rooms and food & beverage, and it should be operated under many of the same guiding principles and philosophies. READ MORE

Condo hotels are creating quite a buzz in the hospitality industry. Although the concept is not particularly new, the recent stir over the conversion of New York's Plaza Hotel to condominiums has focused the spotlight on this industry phenomenon. Owners, management companies, investors and analysts are all taking a hard look at the potential rewards of this latest development craze. However, developers and investors may want to proceed with caution, because in the hospitality industry everything that goes up must come down - which promises lots of litigation will follow. READ MORE

Like clothing or hair styles in the fashion world, china in the restaurant business is ever changing. Twenty years ago when I participated in culinary competitions, judges told us the china would not make a difference in scoring. I disagreed then and still feel strongly about the effect china has on the presentation and overall guest experience. The table top, especially the china, is the herald of the dining experience to come, giving guests their fist hint of what to expect from the meal. In a 1987 competition in Boston, a connection at a German china company allowed me to borrow several different plates in exchange for promoting their product after the judging when the salon was open to the public. I finished in first place with a gold medal and high score. My menu and food were very good, but so were the entries of many of my competitors. It was the way the food was presented on this great line of china that gave my presentation that little extra touch that pushed me ahead of the others. READ MORE