When is it time to change the face and the direction of your hotel in order to stay open? What we have learned during the economic downturn of a few years ago can still be put to good use today. In today's day and age, hotel operators must analyze themselves and their surroundings in order to remain successful. This article uncovers what some hoteliers are doing in order to stay relevant within their neighborhoods, amongst their target guests, and within their perceived position in the market. As businesses, hotels must consider trends within these categories to ensure they continue to flourish READ MORE

This article focuses on customer service training at the Renaissance Harbour View Hotel Hong Kong, a Marriott property on the island. Bringing in outside consultants, training at the Renaissance is designed to encourage employees to exceed customer expectations by making emotional connections with customers. This attention to detail leads to a high loyalty rate, a higher average room rate than competitors, and higher profitability. READ MORE

Innovation has always played a significant role in making Wyndham Worldwide a leader in the hospitality industry, and has been behind much of the growth across the Company over the past few years. The continued dedication, ingenuity, and tenacity of our associates has helped drive us forward. In fact, our chairman and chief executive officer Stephen P. Holmes, leads an Innovation Council that recognizes and rewards individuals and teams for their achievements in developing new initiatives that advance the Company. READ MORE

Malcolm Gladwell is one of my favorite authors. As I recall, I was wandering around an airport one day with some free time (as a frequent flyer this happens on just about every trip) when I picked up a copy of The Tipping Point. After reading The Tipping Point it became imperative that I read Blink, Outliers, and What the Dog Saw. I have recently added David and Goliath to my "to read" list. But, this isn't a book review. It's really a discussion about a Tipping Point that (in my humble opinion- IMHO) has been reached in the lodging industry. A definition for a Tipping Point is as follows: The point at which the buildup of minor incidents reaches a level that causes someone to do something they had formerly resisted READ MORE

Sustainability is a prerequisite for the continued growth and profitability of the hospitality industry. Most hotel companies today have integrated operational practices to reduce their carbon footprint, realizing economic and marketing benefits. Efforts to reduce water, waste, energy and chemicals are now an industry standard. However, for long and short term financial success the industry needs to go beyond these reductions and create sustainable initiatives and programs that support and preserve local communities and traditions, and regional icons as well as the natural environment. READ MORE