Hotel guests want many of the services and amenities that were suspended during the worst of the pandemic, and they also like the convenience of some of the new features that were created during this time. More importantly, guests want choice and control – in wellness options, food and beverage, entertainment, and communication. READ MORE

What's different, you ask? Plenty. Some good .. less waste and guests ready and wanting to travel. Some not so good .. inconsistency and frustration abound by employees and clients alike. Employees say there are not enough staff to cover a shift. Supplies are often not available. Clients cannot reach people, often for days. Everyone is concerned that the hospitality business will not return to what we remember and love. READ MORE

By calling everyone a hero, are we diluting the specialness of what they do, who they are, and how they help, save, or serve? What about a hotel's front desk receptionists, housekeepers, server, chefs who come in and work a double shift so that the hotel can function? Are they heroes? In this article, Dash, from Pixar's The Incredibles will give you another way of thinking about this question. READ MORE

For the lodging industry, effectiveness and efficiency of operations need to be meshed with guest service delivery and the price-value expectations of their guests, including the return of some amenities and service extras that provide guests the experiences they seek. This article will examine current guest service trends during the recovery process including the delivery channels that lodging operators have created. READ MORE

If you think the answer to attracting and retaining staff lies in an appreciation day, a small pay rise or celebrating the latest award then you might think again. Technology and a pandemic have changed how people choose their career and what it is that makes them choose you. This article will give you the tools to reboot your strategy and recruit successfully. READ MORE