Hospitality, traditionally slow to adopt new technology, is today everywhere threatened by it. There is physical competition in the form of a glut of new rooms provided, for example, by homestay networks like AirBnb. There is virtual competition in the form of difficult-to-manage online profile and review aggregators such as TripAdvisor—which can represent low-cost affronts to an expensively acquired and laboriously nurtured brand. At the same time, there is a new generation of customers that technology has trained to be fickle with their brand loyalty, impatient with waiting for services, impatient with wanting for access, impatient in general. READ MORE

Mobile technology by its nature limits face-to-face interaction between a hotel's service staff and their guests, thereby depersonalizing the guest experience. Yet service, especially in higher end brands, is a key differentiator in driving bookings and loyalty. So how will guest-facing automation impact service levels and pricing? And will any cost savings realized through technology benefit the guest or just the hotel? READ MORE

As TV chefs have morphed into global celebrities in the era of TV reality shows, a new restaurant trend in Open Kitchen Dining has emerged. Although the concept is not totally novel - after all, sushi bars have been doing it for years - it is the polished level of performance, highbrow cuisine and the proliferation of the trend that is more recent. All around the world, restaurants are putting their executive chefs on display, cooking part, or even all, of a meal right in front of diners who often sit at counters, watching every move. Cooking has become a reality show, adding an extra cachet to the restaurant experience. This ascendance of culinary scrutiny has gone hand in hand with a heightened interest in farm fresh ingredients and a general food fetishism which encompasses new fads in organic, gluten-free, lactose-free, vegan and vegetarian eating. READ MORE

No consumer characteristic exists in isolation. They exist in various profiles which the marketing industry calls lifestyle segments. In other words, knowing your DINKS, SINKS, and HENRYS will help you keep heads on your beds. In this article, we are concentrating on HENRYS - those High Earners, Not Rich Yet folks. Specifically, smart hoteliers will hit bullseyes in 4-Ss - Status, Service, Story, Smarts - with this market. The takeaway for every hotel brand will be this: HENRYs are important and have the potential to drive your revenues. The key to capturing and keeping this market is finding the sweet-spot between class and mass. And as you see, I'm a firm believer in hotels not looking to other hotels for ideas. Rather, look outside the industry for ideas that can be adapted and incorporated into your story and experience. READ MORE

At some point, we have all experienced that sinking feeling when a valued employee walks in to let us know that they are leaving. We ask ourselves the question, what went wrong? (if you didn't, you should have) After navigating through the initial onslaught of emotions when discovering you have lost yet another good employee, you might ask yourself, “What is missing? How do I retain top talent in this new generation of employees that constantly job hop in hopes of quick advancement?” READ MORE