It should be known by now that all we do is connected to selling. We sell concepts, dreams, fantasies, hope, results, and more. But so often we only think that the products on the shelf are all that we sell, but this is far from the truth and usually the last thing we sell, if we sell at all. It would behoove all of us to take inventory on what we are really selling so that we know how to clearly and consistently market it to our potential guest. READ MORE

We know why hoteliers look to bring groups to their venue. That answer is simple: Revenue. As I have said in past articles, group events represent a $30 billion+ market opportunity for hotels, and over 30% of a hotel's total revenue on average. Many hotels rely on group events for over 50% of their revenues. In order to tap into this opportunity hotels are scrambling to line up their calendar of events for the year ahead. One question I get from many customers, colleagues and friends in the business is the following: "Once we have booked a healthy amount of group events, are there any additional ways to identify and generate more revenue from each event so we can take our group revenue up to the next level?" These folks are always glad when I answer that question with a firm "Yes." The question is how, and read on to find out more! READ MORE

How many times does the guest feel like they are the one waiting versus the wait staff waiting on them? What are the timing issues that make or break a service encounter? How does timing impact the overall guest experience as a service factor? Consider making time to analyze 'time' with employees who have "time" with guests. The 'weight' of the wait in the world of service delivery should not be underweight or overweight! READ MORE

The consumer marketplace is being transformed by a generation of socially-aware individuals who would like to see companies they patronize and work for take the lead in making the world a better place. Surveys have long validated the growing power of the baby boomer generation, and businesses should not dismiss those unique wants and needs. On top of that, the younger Generation Y members are voicing their desire to embrace causes they are passionate about. To the hotelier, this means that guests and employees want a promise of social vision and to be a part of a brand that advocates social improvement. READ MORE

In the past five years, the fractional ownership buzz has been amplified within the luxury space -- and throughout popular culture as well (nee Hard Rock "condotels"). The result of this attention? Resort owners and developers around the world are tapping into the fractional ownership trend. By all indications, there's a paradigm shift occurring away from hotel rooms and more toward luxury vacation lifestyle experiences. Consequently, these new ultra-luxe fractional resorts are catching the eye of developers and investors alike who want to be well positioned when the economy regains its strong footing and luxury consumers start flexing their buying power again. READ MORE

A well conceived and executed marketing strategy can be the key success factor for small hotel owners, whether the property is privately owned or a small franchise within a large chain. In today's uncertain economy, many hotel owners are rethinking their marketing strategy and re-evaluating the magnitude of their financial investment as they can't afford to waste their limited funds allocated to marketing. But, they can't survive without a marketing investment either. Logic dictates that owners must get the biggest bang for their buck with their marketing spending. READ MORE

Whether your property has a morning coffee n' croissant cart or a more extensive food & beverage take-out venue, are you certain that the correct safeguards are in place to protect your profits? Here are some questions that could uncover weaknesses that can result in your venue's bottom line being compromised. READ MORE

In the short term, using natural gas and electricity more efficiently is vital. For the lodging industry, energy conservation is a well-recognized element in lowering costs. On average, America's 47,000 hotels spend $2,196 per available room each year on energy, according to the U.S. Environmental Protection Agency (EPA). There are also a number of quick and easy steps your company can take right now to step up its control over energy use. These are probably already second nature to you, but here are 10 no- or low-cost ideas to start saving energy today: READ MORE

Companies look to utilize diverse-owned suppliers for a variety of reasons ranging from regulatory requirements to constituency expectations to deep-seeded corporate philosophies. As a provider of supply chain management services to the hospitality industry, Avendra has developed an approach to building relationships between customers and diverse-owned businesses that seems to work for all parties. In order to set up, maintain and monitor a successful supplier diversity program, we believe there are three vital steps. READ MORE

There are three types of business names, Healthy, Injured or on Life-Support. Corporations must know the hidden the powers of their names. Each business name has several components often invisible to marketing executives and these characteristics and split personalities determine the success or failure of a name. To measure the effectiveness of a name or to see how much extra luggage a name is burdened with, following are the guidelines for a general check up. READ MORE

For the hotel franchising industry, friendships are most keenly important not with one's workers or lenders, or even with the employees and executives of one's franchise company. Indeed, the most important bonds are to be formed with other entrepreneurs who have cast their lots with that particular franchise company and figuratively or in reality hoist the same franchise flag every morning in order to properly welcome weary travelers to the inn. For it is they who know best the struggles and obstacles to success faced 365 days a year by a hotelier in a franchisor/franchisee relationship. And it is they who are the most likely sources of information and problem solving that eventually can lead to enhanced bottom lines and the attainment of success in the hotel industry. READ MORE

There is no longer a day that passes in which I don't receive a phone call, e-mail or letter from a hotel owner who has a large number of concerns about his or her relationship with a franchise company. Actually, sometimes it is just a prospective hotel owner, but whatever the case, it is always someone who has found frustration and confusion. The source of their problems is the contracts already entered into (or about to be entered) between them and the hotel franchise company. Whether I am in my office or attending a hotel-industry event, the conversation invariably is about problems that crop up between a hotel franchise company and a hotel owner. Inference should not be drawn here that the problem in these matters has anything at all to do with devious franchise companies. While all of them are in the business of making money, none would survive for very long if they engaged in practices that are dishonest, unfair or morally bankrupt. So, it is clear that the problem is not that franchise companies are out to cheat potential and current franchisees. Precisely, the problem is that the franchise agreement is an intricate document designed to deal with as many situations as possible in favor of the side that draws up the contract-namely, the franchise company. READ MORE

In the world of hotel consortiums, a brand is only as good, or in the case of Small Luxury Hotels of the World, as great, as its member hotels. In order to maintain the supreme quality and service that makes a "Small Luxury Hotel stay" an unmatched travel experience, SLH employs stringent processes for evaluating both prospective hotels and existing member hotels. When guests look through the beautiful color directory of our hotels, they expect and deserve a guarantee that all 300 plus properties across the globe will deliver the same high level of service and quality. To that end, the evaluation process for admitting new members involves a deep consideration of how the prospective hotel fits with and enhances the SLH brand. I will take you through the process of becoming a member of one of the elite hotel memberships in the world and provide you with an insight into how we choose our new hotels, as well as ensure that our existing members continue to meet the lofty SLH standards. READ MORE

You don't have to be very old to remember a time in the hospitality industry when baptism by fire was considered a rite of passage for kitchen staff. There were no training sessions, no orientation periods, and you were probably lucky if the top chef actually told you where the salt was. Too often, hazing and public humiliation were the "training tools" of choice. Many chefs thought: "Hey, I went through it and came out just fine. Why shouldn't my staff?" Today, that environment is fast becoming extinct. Kitchen employees and many in the top corporate offices of the hospitality industry have all arrived at the same business-building conclusion: Satisfied, motivated employees are productive, loyal employees. Today's cooks are not only concerned with the cuisine and what they can expect to learn from the chef; they are also interested in paying off student loans, health insurance coverage, 401k plans and a balanced personal life. So how does an executive chef attract and keep good people? How can we inspire, educate and motivate our staff while keeping true to our main objective of creating a dining experience and operating a profitable business? READ MORE

I found a little secret about energy cost in your hotel rooms. Did you know that 30% of the energy cost in your property is used by your HVAC units? Did you know that you could reduce the energy consumption of your HVAC unit just be keeping it clean? Once clean, your guest complaints will go to zero, and you will be shocked at how many guests show up at your property. You may ask why I am so excited about this idea. First, I hate that moldy smell that hits me as I walk into the majority of the hotel rooms I have visited. Second, I am all for any idea that has a 6-month ROI on energy savings alone. Third, this solution cuts down severely on the amount of perfumes and chemicals used in the room. READ MORE