With so many changes in communication and entertainment in the last five years, guests' habits have changed. Guests are going on-line for information, maps, directions, communication, email, and entertainment. Guests are also bringing their media and entertainment with them on CDs/DVDs, flash drives and iPods. These tools are integrated into our everyday lives and we are accustomed to accessing our content on demand. When we travel, it's no different. In fact, it is more important. A little touch of home goes along way when you're traveling. Your guests don't want to be nickeled and dimed to have access to these amenities. So how do hotels afford to make these conveniences available to their guests without breaking the bank? READ MORE

Can hotels get away with slightly inconveniencing guests, in the name of being 'green' and good to the environment? Most surveys say no and trends still show that customers want green, but all without sacrificing their experience. This article explores this issue and offers five practices that can be undertaken without inconveniencing guests. READ MORE

Developers fortunate enough to have an opportunity to develop hotels in or near heritage areas have a duty to incorporate history into their project. Cultural heritage activities are one of tourism's biggest market opportunities but how to capture it? This article outlines five models to profitably attract and retain those visitors and their discretionary dollars. READ MORE

While this story happens to be about a hotel in a developing nation, the story is seen in many hotels in many countries - even those in developed nations. Last October, in my global travels, I traveled to a developing country to spread the word about the value of becoming certified as an Employer of Choice®. Though my sponsors wanted me to stay in a local, well-respected, three-star hotel, when I visited it to take a look, there were no Westerners, and I asked to see an alternative four-star property. READ MORE

Today, the best advice anyone in charge of supply chain management can give is take a strategic, long-term view of your contracting efforts. All of us want to save money, but it takes more than hard bargaining to get the best deals. It takes vision and the ability to look at the entire supply chain from field to table to identify the most effective ways to make the overall supply chain more productive. Based on many years of experience in dealing with over 900 suppliers and a team of 50 commodity experts, I would suggest working with suppliers, not working at odds with them, to take costs out of the system. Based on this, here are some ideas... READ MORE

With hotel occupancy and revenue growth down overall, it will take some creative thinking to navigate the unchartered economic waters of 2009. Most hotel properties already scaled back on staff and expenses last year. But what to do next? Tough times call for innovative ideas, proactive planning, and daily financial monitoring. They call too for motivating and retraining staff to continue excellent service for loyal customers and to attract new ones. And it means keeping up the property and grounds to maintain attractiveness. Inviting ambiance and top-notch service draws customers. A property must continue to shine - especially in lean economic climes. READ MORE

What is Practical vs. Beautiful Design? As I considered this question while preparing to write on this topic, it occurred to me that practicality is so many things when it comes to executing beautiful design. It doesn't always mean that a piece of furniture "doubles" as two. (It's a desk that also serves as a coat stand.) It doesn't even necessarily mean that every element of the design is even useful in a literal sense. READ MORE

It's all too easy for hoteliers to fall back on tried-and-true formulas in designing the next crop of boutique hotels. Today's formula is working, as evidenced by the growing popularity of boutiques. However, the segment's hallmarks are innovation, creativity, and risk-taking. As we move into the future, boutique owners need to embrace the same fresh thinking that earned boutiques their reputation 20 years ago. Inspiration can come from virtually anywhere - if you know where to find it. READ MORE

Spas are as susceptible as any service business to the challenges and pitfalls of today's difficult economic environment. The perception was that spas and the luxury service segment (hotels, retail products, restaurants, etc.) were reasonably insulated to severe economic downturn. We know now that this isn't the case, and spas are facing challenges that didn't exist just six months ago. In order to position your spa to maximize the chance for operational and financial success, one should pay more attention today to the pre-opening and planning phases. Creating a delineative identity in combination with a well thought out timeline for opening will give your spa the best chance for a successful launch. READ MORE

There is an assumption that is prevalent among owners and developers who are considering the inclusion of a spa which is that a spa which is operationally sound will ultimately drive enough revenue to generate a positive bottom line. This is not a given, particularly in urban spas, in what has become a highly competitive marketplace. Thus, creative promotion combined with consistent staff training, public relations, advertising and grass roots sales efforts have become ever more important to generating consistent revenue which is enough to produce a positive net operating income for the spa. READ MORE

Our previous installments focused on factors requisite to the planning, design and launch of a spa. These included an understanding of your market and customer base, local and regional competition, creation of a viable space program and a thorough financial analysis. The development of a critical path and timeline are also vital to the successful opening of any spa and should be incorporated into the pre-opening process. As mentioned, it is always best to develop a plan which can then serve as a "roadmap" to opening for the best chance to achieve both operational and financial success; this can be accomplished, in part, through the development of a feasibility or needs analysis study. READ MORE

Spas have continued their geometric growth throughout the hospitality industry. For many hotel and resort properties, spas have become an integral part of the site's amenity requirements. That said, a question that often arises is "If I build it, they will come?" As spas are expensive to build and operate, a premium must be placed on how best to maximize revenue, control expenses and optimize the chances for a positive bottom line. A spa needs to be operated and promoted effectively if it is to achieve net operating profits while positively impacting the overall performance of the property at large. READ MORE

In consumer surveys 'thrill of finding a great deal' still dominates purchasing behavior over pure price. In short, the shopper has been taught to shop for a deal and this behavior will be difficult to change in the future. Certainly our future guests will be expecting value and the 'value deal'. In the value experience, fun trumps thrift. n the new economic stability, the more conservative shopper wants to enjoy experiences yet feel that they are getting a great deal. In this article we will look at ways to put the spa experience and value back in our spas. READ MORE

Due to amendments made to the Clear Air Act in 2009 and the emerging role of greenhouse gas (GHG) programs on regional, state and local levels within the United States; it is becoming more and more complex for property managers to correctly identify and adopt GHG reporting practices that benefit the traditional customer orientated business models used by hospitality industry. In this article I focus on how GHG reporting can be integrated into the day to day operations of hotels and highlight a few properties who have achieved significant returns from their environmental performance investments. READ MORE

Cross cultural understanding means making the extra effort to recognize and respect ethnicity. By definition, ethnicity refers to groups of people who are historically, racially or otherwise directly related. Further insight would find common culture, language, perhaps religion and ethical perspectives as defining characteristics. In certain parts of the world, there are concentrations of ethnic groupings. There are more Indians in England than any country outside of India, although there is a concentration of primarily East Indians who are experiencing success in the western hospitality industry. In the United States, many cities and states will have sections of their communities that are referred to as "Little ..." reflecting the population of many of the citizens who now live there. READ MORE