In today's highly competitive hospitality environment, an inviting spa can create a truly memorable guest experience. To that end, there are any number of "small items" that can make a big difference in how your spa is perceived by both a guest and non-guest population. These areas include several basic initiatives with your staff and with the guest that will assist in providing impeccable guest service while energizing the spa. READ MORE

These are certainly interesting times. Headlines are abundant with doom and gloom and everyone is looking for that magical 'economic stability' and hoping that the current economic maelstrom will pass sooner than expected. There is no doubt that in the short term our guests will spend less, but spending less doesn't represent a change of intent. Our guests will still take vacations and spa visits, and in doing so they will look for better value and promotions, even from their favorite brands. READ MORE

Just for fun, I googled (Remember when Google was only a noun?) the term, creative hotel marketing. I got more than 6.5 million hits! WOW! If the number of hits were to equal the number of really creative hotel marketing programs, we would have one fun, successful industry! But, unfortunately, what passes for creative is more like common, colloquial, comfortable, commonplace, conventional, and customary. Or, as our grandkids are prone to say, as they place two fingers in an “L” on their foreheads, Loser! I've found that one of the barriers to developing and launching a really creative program is the erroneous belief that creative marketing is too expensive. But it really doesn't take a lot of dollars to develop and implement a successful promotional strategy. In this article, we'll see some ideas to get your juices flowing. READ MORE

What happens when great hotels or great hospitality organizations, with great reputations, become legends in their own minds and less than so in the minds of their guests? How can a hotel that has worked so hard for fantastic fans and award-winning applause neglect a foundation of service and respect that won the fans and awards in the first place? Why would management take greatness for granted and simply ride a reputation? Who benefits, who does not and who CARES when service is on auto-pilot and the team rests on their laurels? I was overwhelmed with these questions when recently visiting one of my favorite hotels in one of the greatest seaside destinations in the country. READ MORE

In an age of unprecedented hospitality litigation, electronic discovery has arguably become the most critical factor in determining the outcome of major cases in our industry. Why? Because the growing concentration in today's hospitality arena has led to bigger players fighting larger, more complex disputes. SEC inquiries, M&A transactions and owner-manager dealings are all resulting in "bet-your-business" cases. The tools used to service these cases must match their sophistication and complexity. Positive results depend on how each side effectively manages technology and electronic discovery. Once a competitive advantage, effective electronic discovery has now become a competitive necessity, and therefore should be understood not only by corporate lawyers and outside counsel, but also by the management companies and individual owners who employ them. READ MORE

The fitness industry is constantly evolving. As exercise physiologists, fitness and athletic trainers and wellness professionals push the envelope of untapped knowledge and new technologies, fitness trends emerge and change. Most importantly, as these changes occur, so do the expectations and demands of consumers. Fitness services can absolutely drive bottom line goals for hotels and resorts including revenue generation, but most certainly in guest experience, retention, and beyond. However, significant returns are only realized by management committed to keeping their facilities in line with these changing trends and consumer demands. Fitness is no longer a "throw in" to a hotel or resort's mix of services. With that in mind, let's take a look at some of the current trends that are pushing the industry and consumer demand into uncharted terrain. READ MORE

You read the trades, talk to fellow hoteliers, make the conference circuit and hear all the good news. Times are good right now. Rates are up, occupancy is up, RevPAR is up, it's all turned around from the doldrums of recent years and everybody's happy: Your creditors are happy, your lender is happy, and best of all, you're happy. You're making more money, you're playing more golf and you're taking bigger and better vacations. Life is good-and if you listen to most industry pundits, it's going to get even better. It won't be long before you'll be able to do the things you've been putting off . . . like trading up to that Lexus, building your dream house, maybe even buying or building your next hotel. Talk about Heaven on earth, right? And isn't it about time? Actually, it's about time to wake up from that dream. READ MORE

The immediate outlook remains promising but the future is less bright according to prominent analysts i.e. PricewaterhouseCooper and Smith Travel Research. One school of thought is "If it ain't broke, why fix it?". But we know that the hotel industry is driven by various economic factors that create many ups and down. The bad times don't last forever and the good times don't last forever, either. So what better time to address any weaknesses in the organization, flaws in the system, or product deficiencies, than when occupancies are strong and the outlook is favorable? This article will address the benefit of early prevention and will identify areas to evaluate in order to ensure that your property is well positioned for any downturn so that it will remain profitable and vibrant. READ MORE

Rejuvenation of your hotel, whether it be new carpets and drapes in guest rooms or an upgrade in the ambience and functionality of the common areas, goes a long way towards protecting your assets as well as maintaining superior guest services. However, to achieve or exceed your long term ROI goals, it is crucial that renovation costs stay in line with your budget. It is very easy for even the smallest project to get out of control and create a "money pit" of unexpected expenses, cost overruns, labor issues and inconvenient delays. READ MORE

Branding. It's a term that carries an image for the guest and means equity for the hotel. Yet few of us really understand how it works. The idea of branding isn't new. In fact, it dates back more than a hundred years to when Ivan Pavlov won a Nobel Prize for his research into branding. Who? Pavlov? Wasn't he the guy with the dog and the bell? Exactly. But what does an old scientist, his dog and a bell have to do with successfully marketing your hotel? In this article, you'll learn how Pavlov's three principles can help you develop a successful branding campaign for your property. READ MORE

Have you evaluated all of the places where your customer interacts with your staff? A recent study I read stated that in a 300-room hotel, there can be up to 5,000 staff-to-customer interactions each day. And that doesn't include the reservations center or your Web site! In this article I discuss how early in my career I realized the importance of experiencing a company's services just like its customers would. READ MORE

Realization: Consumers are thrilled with the prospect of anything over and above poor service. From the gas pump to the ATM, we have lost contact with live, personal service. From restaurants to hotels, we find live people imitating automated systems. Consumers are so desperate for good service that their expectations are at an all-time low. What a great opportunity for your business! READ MORE

It takes a lot of people to make a hotel feel like home for its guests. So it's not surprising that the hospitality industry is a major component of the overall U.S. labor force. According to the U.S. Bureau of Labor Statistics (BLS), the accommodations and food services industry makes up 8.1 percent of all employment. And Americans aren't abandoning their vacations or business outings anytime soon. The hospitality industry is expected to grow 18 percent and add more than 1.6 million new jobs through 2012, according to BLS data. But while we're in the business of making others feel cared for, the labor market won't be very comfortable for hospitality employers in coming years. READ MORE

The hospitality industry is in the business of making people feel at home when they're away from home. The employees decide whether the guests have a positive or negative experience and, either way, those guests will talk about it. That is why it is so critical that hotels and lodging facilities take measures today to ensure that they have those top performers on staff that will provide guests with an optimum experience and keep them coming back. According to a recent nationwide survey from CareerBuilder.com, nearly six-in-ten hospitality workers say they plan to leave their current jobs in pursuit of better opportunities by the end of 2005. To better understand the impetus behind this wake-up call for employers, let's take a closer look at what factors are driving dissatisfaction with their current positions. READ MORE

The US Department of Labor's Bureau of Labor Statistics predicts that hospitality jobs will increase 17 percent through 2012; meanwhile, the industry's turnover rate was nearly twice that of all occupations last month. The magnitude of the industry's turnover is demonstrated by a recent nationwide survey by CareerBuilder.com. According to the survey, about 12 percent of hospitality workers plan to leave their jobs in the fourth quarter of 2005. READ MORE