Without wanting to undermine application of the dictum, "The customer is always right"-invaluable in gracefully resolving genuine customer complaints from guests who are merely poorly served, cantankerous, or difficult...even if they do often embellish their complaints with hyperbole for effect-I feel the time is ripe for a counterattack on those whose intent is not to right a wrong but who make a habit of trying to obtain something for nothing. For such is the definition of a criminal, whether bopping one on the head and running off with one's wallet; "making" vast fortunes through hedge funds and other manipulations of virtual money at the expense of the actual, physical economy; or hopping from one hotel to another without exchanging the valuables required to pay the wages and bills. READ MORE

No matter what your guests are in town for -- whether it is a convention, an educational workshop or an awards event - professionals in the hospitality industry have a chance to make a lasting impression on a large group of people all at once. Regardless of the program or career-related benefits of these events, planners know that attendance is at its highest when professionals have the opportunity to travel to an interesting destination offering a truly unique experience. And, while actual location plays a role, planners value even the little things like one-of-a-kind hotel giveaways or room amenities that will make their attendees' visit memorable. Guests and meeting planners respond well when the venue's staff pays extra attention to detail and goes above and beyond the call of duty to ensure repeat business. READ MORE

How can you, as a hotel executive, minimize the impact of snow on operations? The first step is to make snow and ice removal a top priority year-round, not just when the weather starts to turn cold. Hotels that experience the best snow removal efficiency are those that begin lining up contractors in the summer and fall. These hotel executives recognize that the best snow removal teams require a comprehensive knowledge of their parking lots - and traffic patterns - before it is buried under a mass of the cold, white stuff. READ MORE

Chances are you have rarely - if ever - heard love associated with any business, let alone the hotel business. The "L" word is too warm, too fuzzy, and too mushy. Business has to be hard-nosed, bottom line oriented. Right? Well, maybe that has been true in the past. But all that is beginning to change because consumers have changed. They are far more sophisticated and more demanding; they are no longer content just be satisfied. Your guests want to be WOW-ed. They want a great hotel experience. They want a relationship with the hotel brand to who they give their business. They want to love you. READ MORE

Turning rooms into havens for spa pleasures is quickly becoming a way to generate additional revenue both within and outside of the immediate realm of your property's spa. Assuming that you are doing everything correctly to drive your spa, the suite is the next untapped and obvious choice to mix things up a bit. Promoting the spa suite concept is rather easily done but must be comprehensive to include guests, parties, corporate events and local guests simply looking for a new spa excursion. The best way to define your method of attack is to literally org-chart the pathways that lead to the ultimate sale to the guest. READ MORE