How many times does the guest feel like they are the one waiting versus the wait staff waiting on them? What are the timing issues that make or break a service encounter? How does timing impact the overall guest experience as a service factor? Consider making time to analyze 'time' with employees who have "time" with guests. The 'weight' of the wait in the world of service delivery should not be underweight or overweight! READ MORE

The consumer marketplace is being transformed by a generation of socially-aware individuals who would like to see companies they patronize and work for take the lead in making the world a better place. Surveys have long validated the growing power of the baby boomer generation, and businesses should not dismiss those unique wants and needs. On top of that, the younger Generation Y members are voicing their desire to embrace causes they are passionate about. To the hotelier, this means that guests and employees want a promise of social vision and to be a part of a brand that advocates social improvement. READ MORE

In the past five years, the fractional ownership buzz has been amplified within the luxury space -- and throughout popular culture as well (nee Hard Rock "condotels"). The result of this attention? Resort owners and developers around the world are tapping into the fractional ownership trend. By all indications, there's a paradigm shift occurring away from hotel rooms and more toward luxury vacation lifestyle experiences. Consequently, these new ultra-luxe fractional resorts are catching the eye of developers and investors alike who want to be well positioned when the economy regains its strong footing and luxury consumers start flexing their buying power again. READ MORE

A well conceived and executed marketing strategy can be the key success factor for small hotel owners, whether the property is privately owned or a small franchise within a large chain. In today's uncertain economy, many hotel owners are rethinking their marketing strategy and re-evaluating the magnitude of their financial investment as they can't afford to waste their limited funds allocated to marketing. But, they can't survive without a marketing investment either. Logic dictates that owners must get the biggest bang for their buck with their marketing spending. READ MORE

Whether your property has a morning coffee n' croissant cart or a more extensive food & beverage take-out venue, are you certain that the correct safeguards are in place to protect your profits? Here are some questions that could uncover weaknesses that can result in your venue's bottom line being compromised. READ MORE