Today's hospitality organizations rely on advanced technologies in a wide range of back-office operations, as well as areas directly impacting guest services. And much more is to come. Implementing these technologies successfully demands a careful approach to assessing needs, whereby all stakeholders embrace the new systems; acquisition; and implementation, including a thoughtful approach to staff training. In this way, we can achieve the objectives of making our jobs easier as we acquire new powers, communicate better within our organizations and with strategic partners and serve guests in new ways. READ MORE

It is challenging task to manage rate parity. A lot of effort is required to track cracks in rate parity, especially for enterprise hotel. Current market subtleties require that hoteliers move much beyond detecting breaches and focus on implementing manners to not only report breaches, but take measures to put a stop to rate disparities and also avert them in the future. In this article learn how to avoid revenue damages caused by breach of rate parity. Know what kind of rate parity tools are modern and learned hotel revenue managers investing in to stay up in the game. Learn about a well-executed rate parity strategy, to make your hotel superbly prepared to achieve its goals in 2018. READ MORE

Customer service means delivering on every possible detail at every customer and guest touchpoint. It is anticipating needs, needs that a client or guest may not even realize they have. It's about making someone feel good, putting a smile on their face, and leaving them not wanting anything more – it is hospitality in its purest form. I'm grateful to have had the opportunity to work for organizations that truly believe in the importance of customer service. Now I'm at the Georgia World Congress Center Authority (GWCCA), the epicenter of Atlanta's hospitality district where we are creating the blueprint for customer service. READ MORE

Ever wish you could be several places at once to meet the diverse demands of the hospitality workplace? At times, mere minutes can matter to convert a frustrated traveler into a happy hotel guest, and there may not be time for a manager to initially get involved. While there is growing use of technology to address the ever-changing needs of travelers, particularly millennial travelers, the role of hotel associates at all levels to ensure an exceptional guest stay is paramount. So how can you create that “can do” workplace culture that empowers associates to confidently act to deliver on excellent guest satisfaction? READ MORE

Empowered employees are engaged employees. Engaged hotel staff results in higher guest satisfaction and ultimately higher profits. The Gallup Organization reports that companies with higher-than-average employee engagement had 27 percent higher profits, 50 percent higher sales and 50 percent higher guest loyalty. Engaged employees result in higher retention rates. Turnover costs can run anywhere from 25 percent to 250 percent of a position's annual salary. According to a Deloitte Hospitality report in the U.S. the average employee turnover is 31 percent, while it ticks up to 34 percent in the UK. With percentages like that can you really afford to have disengaged staff running your hotel? READ MORE