For today's hotel operators, changing faces mean staff must learn to address the needs of the business traveler in ways not predicted a generation ago. Understanding and embracing only domestic traditions and practices will open up the North American market to international hotel brands. The new wave of immigrants, initially from India but now expanding to China and Korea, are finding the hotel market to have strong financial potential. Their international awareness and flexibility in catering to the international traveler could give them a clear advantage in meeting the expectations of those travelers. READ MORE

The inactivity and obesity crisis in America rages on. Everyone's aware of the need for fitness and many folks want to change. Why then are only 10 percent of Americans health club members? The reality is that rather than breaking from routine to get fit, we need to make fitness convenient within our existing routines at work, school, home and on the road. This presents significant business opportunity to purveyors of fitness in these "non-traditional" fitness environments. Find out how you can make this crisis, an opportunity for the right kind of growth for your business.the financial kind. READ MORE

I once suggested in this publication that electronic discovery (e-discovery) can make - or break - a case in bet-the-business hospitality litigation. That column generated widespread interest among industry owners, operators, managers and investors seeking to understand the importance of e-discovery and the vital role it plays in the litigation process. In this expansive follow-up column, I offer a "master's class" on the topic that discusses what industry principals should know regarding the preservation of evidence. I firmly believe that in this era of mega-cases, few things are more important than understanding one's obligation to collect, store and produce electronic information. READ MORE

There is no doubt that travelers today have become more sophisticated, more demanding and, ironically, more value-conscious. They have more disposable wealth than ever before, but are finding that their time has become their most valuable asset. Those who can afford second, third or fourth homes are now realizing that the hassles of maintaining those homes are far outweighing the benefits. Furthermore, these travelers are seeking new experiences and require flexibility when it comes to planning not only their business trips, but also their leisure time. For this reason, travelers are not necessarily focused on the cost of a travel experience, but more on the value of it. To capitalize on this trend, a variety of travel products in recent years have flooded the market. Residence clubs, condo-hotels, timeshares, fractional resorts, and destination clubs are all elements of a booming phenomenon that is having a strong impact on the luxury hotel and travel industries. READ MORE

Are you aware - and in control of - what is happening in your hotel bar? How can you be certain that profits, which should be realized by your venue, are making it to your bottom line? Take a look around. If there are no receipts or checks on the bartop in front of the seated guests; if there happens to be a key in the lock of a cash register drawer; if no video display terminals (VDTs) have been installed for the cash registers, or if loose coins and currency, as well as discarded check folders and other papers, are scattered across the countertop of the backbar, your bar could be experiencing some heavy losses. READ MORE

Companies that are focused on giving their customers what they want always do well. But what defines "Customer Service Excellence?" Far too many companies think it's as simple as doing what they think their customers want; others do what they want their customers to want. Neither of these is even close to the meaning of the term "Customer Service Excellence." It's something created when a company commits from the top down to listening to their customers, responding to their feedback, and crafting an operation that focuses on meeting their needs. So, how do you ensure a great experience for your guests? READ MORE

Coach Woody Hayes, when asked why his team didn't pass the football more often, he replied, "Three things can happen when you throw a pass, and two of them are bad." In that vein of thinking, may I suggest: "Five things can happen when you dissatisfy a guest, and four are bad." The best option among the five is to make it so easy for guests to let you know exactly how their experience went, that instead of venting elsewhere, they will tell you. So, how can you make certain you know what's really going on? You have to ask, using real-time surveys. It's really that simple. If you don't ask, you'll never know. READ MORE

It is, actually, the "small stuff" that separates the winners from the losers. It is mistakes with the small stuff that the customer uses to make future purchasing decisions. If my towels aren't fresh smelling, or the fish is greasy, or the remote control battery for my TV is dead... I don't really care how great your hotel's branding is, how impactful your advertising appears, or how attractive your d'ecor. Little mistakes can have large consequences. READ MORE

What if most of the money transactions in your company did not flow through a single accounting system, were not followed up on, and were never reconciled? Imagine the chaos. Simply replace the word "money" in the above scenario with the word "feedback," and you have a pretty good picture of what most service companies in the world are currently facing. Enterprise Feedback Management helps solve each of these shortcomings. Read on for more... READ MORE

When was the last time you had to do a negative performance review with one of your employees? I mean the kind where you are the bearer of bad news and have to lay down the law in a forceful manner? This type of performance review can be one of the most painful and yet delicate interactions that a manager can have with an employee. In this article, I address a simple, yet effective way to offset two of the more difficult issues related to this type of employee review. They are - (1) the subjective nature of the manager's "evidence" for change, and (2) the "selective memory" of most employees when presented with performance weaknesses. READ MORE

For any hotel or resort to maintain its position as a leader, it must analyze its current and future operating environment, economic and market conditions, consumer and travel trends, as well as its ever-evolving competitive landscape. READ MORE

If you're thinking of buying a new hotel, you have a lot to consider. As the economy forces sellers to lower their prices and do more to assist buyers with financing, now could be the ideal time to buy. Still, without the right amount of knowledge and preparation, the buying process could pose unexpected burdens, even for those who have been through it before. With so much at stake, it's essential that anyone looking to acquire a hotel gives proper consideration to market conditions, financials, negotiation practices and lifestyle effects before going any further. READ MORE

Accepting credit and debit cards for reservations and room payments is a way of life. However, recently, you may have noticed the mounting cost of these transactions. In fact, you may be paying more for card processing now than you were last month, and lining the pockets of your processor. Many processors take advantage of interchange rate increases from the card brands, which usually happen in April and October, to discreetly improve their own bottom lines at the expense of business owners while unfairly blaming the card brands. Understanding a few key pieces of information about card processing can ensure you're not spending more than you have to ¯ and help you protect your hotel's bottom line. READ MORE

As a result of today's economy, customers are more likely to seek value rather than luxurious amenities when deciding on a hotel. This is a great opportunity for value properties to snatch up new customers - those who would typically stay at higher-end properties. Yet, the economy will rebound, so you'll want to make sure that you, your staff and your property make the best impression possible in order to gain customers for life. So, how can you turn a budget property into a four-star experience? Keep reading. READ MORE

Just over 10 years ago, the U.S. Environmental Protection Agency and the U.S. Department of Energy created a joint program, ENERGY STARR. It assists businesses in tracking energy consumption and protecting the environment through energy efficient products and practices. With this energy performance system, energy managers can benchmark the energy consumption of their buildings against similar buildings nationwide. READ MORE