It seems common sense, that to improve customer service, you should give customers what they say they want. Yet a common frustration in hospitality and service firms is that this often does not work. One reason for this is that customers actually do not remember their experiences accurately, and it is actually quite difficult for people to predict what they will remember. To facilitate better service design, service producers must create experiences that will “stick” with the customer. READ MORE

Over the past several years, the term revenue management has become a buzzword in the hospitality industry that is all-to-freely bantered about. This is most likely due to the fact that the application of revenue management principles can have a very positive impact, but in many cases, the liberal use of the term is due to lack of understanding as to what the scope of the revenue management discipline truly consists of. In this article, we explore best practices associated with the application of revenue management that any lodging operator - regardless of size, location or resources - should consider. READ MORE

An upscale hotel spent a considerable sum of money to renovate its F&B last year. The renovations include a new lounge with a jazz program, a beer focus, and a new sushi bar. The renovation might not have happened at all without the benefit of analysis of social (media) reviews, also referred to as Social Intelligence. If the renovation had happened without the analysis, there would be no jazz bar, fewer beers on tap and perhaps no sushi. Many hotel companies rely on guest rating surveys to rate their guests' satisfaction levels. These surveys are helpful and important, but are rating systems able to shed a bright enough light on the Guest Experience? In the example above, the guest surveys told management that the bar should be improved. But they didn't tell management how to improve it. Surveys like this are important, but tell just one part of the story. READ MORE

When people think of the Caribbean it's often the crystal clear, turquoise blue waters and powdery white sand beaches that come to mind first. For most, the culinary options are not at the forefront when booking a Caribbean getaway, but this perception is changing and the Caribbean Food & Wine Festival has led the way in making Turks and Caicos an international destination for sophisticated epicurean travelers over the past few years. Our award-winning team at Grace Bay Resorts, in partnership with the Turks and Caicos Tourist Board and The Wine Cellar, is proudly going into its fourth year hosting the annual Caribbean Food & Wine Festival in Providenciales on November 6 - 8, 2014. The festival brings together international chefs and winemakers who partner with local chefs to create a truly memorable, and always sold-out, event focused on the local food and flavors of the island. READ MORE

The scope of gaming's impact on the hotel industry depends upon whom you ask. If you're a mom and pop independent, a small franchisee, or you operate Disney (or another company where gaming can have a negative impact on your bottom line), you would most likely conclude that casinos are threats and/or competitors. That potentially includes competition for clientele, direct revenue, and indirect revenue. As you'll read in our expert panelists' comments, for example, lost convention revenue is a significant piece of this equation. READ MORE