The rise of big data in an increasingly complex digital economy has economists and marketers constantly expanding what we want to know about individuals so that we can better analyze and target them with messages and offers. Yet, despite a rapid expansion in the types of customer data being offered by data vendors, the ability to know a customer's share-of-wallet remains just as desirable, and elusive, today as ever. Amidst the promises of big data, one company in the travel industry has found that traditional econometrics and store-level data is the most valuable for deriving share-of-wallet to inform customer strategy and investments. READ MORE

Almost every banquet operation in recent times in its key performance indicators carries out a measurement of revenue and profit per square foot of banquet space. Why is this? Given that highest and best use has become the primary motivation for managing an asset including banquet spaces, the metrics for measuring performance have also shifted dramatically. No more, is it just revenue dollars less cost dollars resulting in a profit. It is now a matter of leveraging every square foot of space and its worth to earn revenues and profits. You could say that the owners and stake holders are now looking at every foot of space for returns. READ MORE

Water was once considered an endless resource in the U.S. As a commodity, it appeared to be both plentiful and inexpensive. But due to the lasting effects of climate change, parts of the country are experiencing higher temperatures and less rainfall, preventing fresh water reservoirs and basins from keeping up with the demand of personal and agricultural use.The state of California is in its fifth year of a devastating drought, it won't be the only state to experience strained supply in the near future. It's everyone's responsibility, including hotel owners, to help combat the dwindling water supply before every state reaches critically low resources. READ MORE

Oh, so you fear terrible reviews by some of your guests, you have had dining guests complain their meal was less than stellar, your market share is below what's acceptable, and you have some staffing problems to boot? Throwing money at issues like these won't often result in the fix and if it does it certainly won't be permanent. Real issues demand real plans and a strategic smile - yes, a smile. A smile can do miracles and affect everyone around you in a very positive way. Every day we enjoy a hotel full of new reasons to smile. READ MORE

The pervasive hotel industry concept of SOP-Customer Satisfaction does not create authentic hospitality. It creates a largely mechanical and emotionless, but efficient guest experience, which not only makes it difficult for staff to be their true self, but it also does not meet the emotional, spiritual, energetic, and healing needs of human beings. The concept's inability to meet those needs is its Achilles Heel. Authentic hospitality is provided when the guest experience is rooted in and exudes the essence of hospitality, namely, loving kindness, compassion, and heart-warming care. READ MORE