As hoteliers, we tend to strive for the highest guest service score ratings. These measures can help provide us with an ongoing progress report on the "health" of our hotel. Guest scores and comments tend to shed light on the hotel areas that shine and those in need of extra attention. So how can we help each hotel department and team associate feel ownership for guest satisfaction and ultimately improve guest service scores? READ MORE

Vendor selection, training and follow-up are key components to ensuring your guests receive the same level of service from your vendor representatives as they do from your in-house staff. The cost of service failures may be difficult to calculate, but their far reaching effects will negatively impact your bottom line. In their quest to maximize profits, some hoteliers have made the decision to outsource front line staff. "But, as with every other business strategy, outsourcing has its own limitations and 'unintended consequences' that if not addressed, can turn it into a bad business strategy." READ MORE

During my twenty-year career in the hospitality industry, the most valuable piece of advice I've carried with me has been to treat clients not as I want to be treated, but as they want to be treated. I am able to witness this practice daily in my role as Director of Sales and Marketing at The Ritz-Carlton, Washington, D.C., located in the heart of our nation's capital. This year the hotel is celebrating twenty years of unparalleled service, consistently ranked as the premiere luxury hotel in the city Luxury and impeccable service is expected of our property and rightfully so, but pushing the boundaries and raising the bar for service in the way that The Ritz-Carlton, Washington, D.C. does is setting the tone for others to follow suit. READ MORE

Walking through the front door, your lights are set precisely how you want them. The temperature is exactly how you like it. Your favorite music or television show is playing softly in the background. The "smart home" is becoming more popular these days, but this isn't your smart home. This is your "home away from home." This is your favorite hotel guestroom. A guest's experience at a hotel should reflect their experience – and level of comfort – in their own home. While design plays an important role in this goal, adopting modern technology is just as important in 2020. READ MORE

Is bigger better – or can independent hotels thrive in today's hospitality environment? David Ashen, president & CEO of interior design and brand consulting firm dash design, takes a look back at hotel trends over the past several decades to examine guest preferences over the years and how they tie to changes in culture and consumption. Ashen explores the push away from big brands, including what's driving the shift, risks and rewards, and how hotel owners and operators can successfully make the transition. In this piece, he shares examples of hotels that experienced success and cautionary tales of the challenges ahead. READ MORE