Fundamentally, the difference between a “Good Brand” and a “Great Brand” is the ability of the organization, through its products, people and communications to engage on an emotional level. “Good Brands”, and most successful brands are good brands, deliver promised services consistently and achieve high satisfaction ratings. “Great Brands” do exactly the same thing, but achieve off-the-charts satisfaction ratings because they have connected at a deeper level. On a more prosaic level, a visit to the marketing and revenue management teams “Good Brand Inc.” is an immersion into complaints about OTAs and commodity pricing pressures (discounts); a visit to the same group at “Great Brand Inc.” is an eye opening exposure to sustained margins, direct bookings, and eye-watering occupancy figures! READ MORE

Investing abroad may present lucrative opportunities in the form of new markets and customers. Hospitality companies, however, often face unique challenges when doing business abroad. For example, in 2009, Venezuelan President Hugo Chavez ordered the expropriation of a Hilton-run hotel on the resort island of Margarita in Venezuela to help develop tourism projects within a socialist framework. Similarly, in 2011, the Sri Lankan government declared ownership of a Hilton-run hotel in Colombo, Sri Lanka following a rent-related dispute with the foreign investor. Hospitality companies considering investing abroad thus should be aware of the tools that may be available to protect their international investments. READ MORE

In this article, we will consider some of the values, attitudes and skills it takes to be an effective leader in the hospitality sector, striving to form a lasting culture of service, teamwork and excellence. Furthermore, such a discussion will help illuminate what hospitality leaders might look for or consider as they nurture a next generation of leaders for their industry. In this way, we turn the mirror upon ourselves, prompting us to rethink our own capabilities, principles and sense of purpose as leaders. READ MORE

Millennial travelers crave connections to local culture. Large convention hotels and boutique resorts alike are challenged to offer the authentic, memorable experiences travelers in this influential demographic demand. But, rather than compete with local artisans and tastemakers, hoteliers can boost their bottom line with collaborative initiatives. Along with local influencers, curating native experiences within the hotel can increase incremental revenue and drive repeat business. Locally sourced food and beverage options have become a standard in most hotels. Some hotel restaurants even boast ingredients sourced from their own on-site farms, gardens or breweries. READ MORE

Millennial's may look to OTAs and Airbnb when they just want to book a room, but they're flocking to social media to build robust itineraries that will be the envy of all their friends. Savvy marketers know that winning over this generation is about immersive experiences that sell the property and destination vs. a package or special room rate. Now is the time to pay attention to emerging platforms on the rise like Snapchat, Periscope and Facebook Live Stream, which can take audiences on a visual journey from the lobby to the bar and behind-the-scenes in 60 seconds or less. READ MORE