As cardholder data breaches at hotels occur with increasing frequency, it is more important than ever to take precautions to keep your hotel and guests secure. First, become familiar with threats to card data security - and the consequences of a compromise. Next, learn the requirements for Payment Card Industry compliance put in place to help protect cardholder data. Finally, apply these requirements by taking steps to alleviate some of the confusion surrounding PCI compliance. READ MORE

Many employees want to know if there will be periodic reviews and/or evaluations of their performances. Even if they don't ask about them in the interview process, you should mention them. Then you have to live up to your statement and conduct regular evaluations. What it does is convey the message that you run a professional organization and you expect them to have the same professional attitude about their careers. If staff presents themselves as professionals, then it's highly probably that their customers will see and treat them as professionals. You must start the professional image at the interview stage and hold them accountable thereafter. READ MORE

In trainings across the country, the resounding theme among long-term servers is quality benefits and bonuses. Bonuses are usually tied to sales and productivity, which translates to higher check averages. These days, without fringe benefits like health care and 401ks, employers have to get creative with ways to keep staff interested and motivated. At the same time, they have to keep their own bottom line a priority for survival! This dilemma can become an opportunity for you, the employer, to motivate your staff in new and creative ways. READ MORE

In the restaurant business we like to say we know how important the Hosts and Bus People are, yet we seem to push them aside when it comes to training and menu knowledge. They aren't the ones who have the most contact with your guests; therefore, they don't need to be trained as extensively as your wait staff. If we think about that, we might realize that they do spend quite a bit of time with our guests - all of them. They are always visible; they're the people guests beckon to get their server to their table and they don't usually know much about the menu! READ MORE

Some might sum up the "art of listening" in two simple words: SHUT UP! While I think that is definitely a major part of listening, I think it is only part of the art when serving guests in a restaurant. Servers must listen not only to what guests are saying, they must also listen to what guests are not saying. Servers have to know what questions to ask in order to find out how to best serve their guests. READ MORE

If you want to know how to use OTCs to your advantage take a close hard look at your own website. Once you understand that the combination of your website and the customer service you provide cannot be matched by OTCs you will have the tools necessary to implement marketing strategies to reach the lucrative family travel market effectively and actually use the OTCs to your advantage. READ MORE

Last year one of the articles I wrote for Hotel Executive was titled "Designing the Perfect Family Package". In the article I wrote about the importance of the relationship between the hotel concierge and very young guests. Hyatt Hotels and Resorts listened and in early December 2008, established an on-site Kids Concierge program for families traveling with children. As you read my article ask yourself if you are implementing the strategies necessary to send a strong message "Families Welcome!" If you are not, it is time to get started. If you are, keep it up and you will continue to be rewarded with a healthy share of the lucrative family travel business. READ MORE

Without guests, hotels would not exist. So, in order to attract and keep family travelers, you must listen to your guests and provide excellent customer service. As you read this article ask yourself if you are implementing these strategies in your day-to-day operations. If not, post the chart at the end of the article and get started. If you are already implementing these strategies - keep it up. Although I suspect you are far ahead of your competitors in the area of attracting and retaining family travel business, there is always room for improvement. READ MORE

As market conditions continue to improve in our industry hotels have to work harder than ever to attract families to their properties. Marketing departments must take initiatives to reach out to families to create one-of-a-kind experiences for them. It is the creation of these experiences that will lead to unique brand stories and attract families to your property. Now is time to challenge your marketing department to take initiatives to create one-of-a-kind experiences for families. READ MORE

When guests walk into your lobby, what do they see? Gorgeous, sparkling marble floors, perfectly arranged florals, and smiling front desk associates? But when they round the corner to grab a bottle of water or a Diet Coke from your lobby shop - is that same experience carried into the Market, Pantry or Gift Shop? Many hotels have perfected their lobbies highly right down to the streak free glass doors, but the Market - where guests actually shop for food and hygiene products - looks like a complete afterthought with haphazard merchandising, empty shelves ,and an overall failure to either encourage a sale or meet guest needs. READ MORE

The basic rule to achieving maximum retail success is "offer the right products at the right price." But what are the right products for the hotel pantry? With everything that is available and all of the snack and beverage trends that come and go, how does a manager go about selecting a winning assortment that meets the two most important hotel retail goals: maximum revenue and total guest satisfaction? READ MORE

The hotel pantry was once little more than a guest convenience - a smattering of snacks and sundries. Too often an under-stocked, unkempt retail offering that barely covered the cost of the inventory required. But as the economy began to tumble, and everyone began to look for new ways to increase sales, many turned to the hotel pantry as a new and important source of revenue. And with that came a new approach to hotel retail and the need to market this lobby asset to guests. There are several ways to successfully market your hotel pantry offering, but before you begin any effort, you need to evaluate the message that will most effectively resonate with your guests. READ MORE

Looking for ways to add revenue and new profits to your hotel's bottom line while increasing guest satisfaction? Adding a hotel pantry to your lobby is a quick and affordable project if you know what you need and where to look! There are just a few must-have items that are easy to find and easy on the budget - allowing even the smallest hotels to put a profitable pantry in place quickly and painlessly. READ MORE

If "Location, location, location" applies to all hotels, an even more relevant adage for boutique properties might be "Service, service, service." When you have no grand ballroom, less than 100 rooms, no health spa and fitness center and only one restaurant, you don't "make do" and apologize, you make the guests love you. It's all about the guest experience, and that is all about the quality of hotel-customer interaction. It is also about knowing who your guests - and potential guests - are. Of course, it's very nice if you also have an ideal location and convenient access to some facilities more typical of a larger hotel. READ MORE

Despite millions of unemployed workers, there is an acute shortage of talent across industries. The hotel industry is no exception and with this industry growing at an exponential rate, the talent shortage hits especially hard. As more facilities are opening to tourists, hotels are in dire need of general managers to implement human resource strategies that build a foundation and reputation for a positive work environment, sales managers that are committed to the customer's needs, and housekeeping staff that understands and respects the importance of image - just to cite a few examples. READ MORE