Service delivery is being changed in a fundamental way, and guest communication is at the heart of this change. Multi-channel mobile communication allows hotels to have more touch points with the guest before, during, and after their stay. When done right, a smart mobile strategy will bring hotels closer to their guests. Because the tools are so easy to use and access, a large percentage of guests will use it and appreciate it. These interactions are at the heart of how we interact with and serve guests; they aren't just marketing channels. READ MORE

When it comes to rate shopping, most properties and management companies know they need it - and they need it now. This article outlines the advances that are being made to make rate shopping faster, friendlier and more flexible by illustrating the state of the art, citing case studies of successful users. READ MORE

The designs of the most renowned hotels and resorts give careful consideration to every aspect of a guest's experience. This is no small task - the design team leads the way to ensuring a property has everything it needs to offer a memorable, comfortable and relaxing stay for customers, which ultimately determines the success of a property. Complicating matters is the fact that designers very rarely need to consider just one type of customer - there are honeymooners, young families, empty nesters, groups of friends and wedding parties to consider in the design process. The task of designing for still another subset of customers - business travelers - presents an interesting but surmountable design challenge. This is a group growing more and more accustomed to mixing business with leisure. Designing a property that appeals to business travelers, a critical source of revenue for many properties today, requires its own set of considerations that must be weaved seamlessly throughout the design of the property, from meeting and conference spaces to restaurants and guestrooms and beyond. READ MORE

Guestrooms are getting smaller. With trendy micro and capsule hotels on the rise, brands everywhere are working with designers to shave off square footage and conceptualize new and improved layouts that use space more efficiently. But designing a versatile room is only functional to a point. If you want to create a space that responds to your guests' needs without compromising the elements that turn a simple hotel stay into a luxury, then you have to strike a balance between tradition and innovation. And it all comes back to the art of crafting an experience. READ MORE

No matter how glamorous, there comes a time when every hotel requires renovation. Years of wear and tear, new fashion trends, and shifts in technology can prematurely age a property, leading to customer complaints and the need to lower room rates to remain competitive. Also, in this age of social media and online reviews, an aging property means lost revenue as travelers increasingly turn to the Internet for advice and not the hotel's website. READ MORE