The only consistent aspect in the way people plan travel is that it's constantly changing. Each decade brings new ways for customers to connect with the hospitality experience because of both changes in technology and customer behavior. Think about it this way, the industry has come a long way since a sign out front touting air conditioning and color TV were enough to attract a customer; that is, if they could find you. It wasn't all that long ago when finding a hotel meant pulling off the road because you saw a sign, or by researching a potential stay by utilizing thick books published each year by Mobile or AAA. READ MORE

Much has been discussed about managing millennials, who have brought their own set of priorities to the workplace - greater work-life balance, broadened lines of communication, flatter organizations, and expectations of social engagement. Now, as millennials are poised to step into managerial roles, they will find themselves overseeing a workforce that spans as many as five generations, from the vanguard of Gen Z to the tail end of the traditionalists. Among the challenges new millennial managers face will be gaining the trust of older workers. And the conversation is shifting from how to manage millennials to how will millennials manage? READ MORE

If you ask most hospitality C-levels, social media might not be their top of mind priority. And why would it? Between worrying about operations, finances (average daily rates and average length of stay), staff turnover and more, social media is just one item at the end of the list. But the truth is, the number one thing that we should all worry about is guest satisfaction - I know I don't need to hammer that home; however, what I do need to mention is that guest satisfaction comes from many places, and is heavily influenced by what people are saying online, not just what happens at your hotel. READ MORE

A key trend in hotel development is making the hotel lobby a destination for guests. Where in the past, the focus was primarily on the guest room, moving forward, brands and independents are looking to transform the lobby into a space where guests can socialize, work, snack and dine. In order for the lobby destination to be both compelling and memorable, the retail design, visual merchandising and food selection need to convey what is special about the location and must work together to deliver a surpassing guest experience. READ MORE

Many hotels are overwhelmed by the thought of putting together a 'buy local' or 'farm-to-table' culinary program when they also have to serve many guests. Where do you start? Should chefs contact all the local farms, breweries, wineries, fish mongers, meat and poultry farms in their area? Should they visit each farm? Many years ago, this was what we did; but with 1,200 meals to prepare, often we would clear out the farmers' goods and still not have enough for what we needed. READ MORE