Juggling the needs of guests, the personalities of associates and the demands of owners makes the daily life of a general manager anything but routine. As a multi-tasking GM, where do you start? Award-winning GM Dawn Wells, a seasoned professional in Charleston, South Carolina, shares her the insights and experiences working with associates that have resulted in top guest satisfaction scores at her hotel. She notes that showing the staff that you care is an important first step. Giving encouragement and recognition to her team coupled with building and maintaining relationships combined to make a difference with her associates, guests and ultimately the hotel's bottom line. READ MORE

Customer loyalty programs have become a 6 billion dollar a year industry, and yet for many firms they remain an expensive customer benefit that is unconnected to the firms overall marketing strategy. In this brief report a number of mechanisms are proposed that may help firms to retain customers and increase overall satisfaction. READ MORE

As a hotel executive, maybe you attended Cornell or another prestigious hospitality school. You have really honed your skills over the years, paid your dues and worked your way up from housekeeping to the front desk and through the ranks to general manager or some other highly esteemed position. Now that you finally have a more stable schedule and some sense of normalcy, along comes the OTA (online travel agency) to regulate your reservations and force you to pay an unheard of 12% - 25% in order to get reservations you would normally have received through your relationships with various associations and travel agents you cultivated over the years. The OTA fleecing has begun! READ MORE

You know they're out there: people talking about your hotel on social media. But if you're not listening they could be shooting arrows at your back and you won't know it till you feel the pain. Monitoring the conversation in social media doesn't have to be hard or expensive. It not only gives you a chance to deflect the arrows, it can help you learn what customers are looking for and find better ways to market your strengths. Here's how to get started. READ MORE

The decision whether or not to conduct background checks on prospective employees presents liability issues for establishments. Failure to conduct background checks for employees who have frequent contact with the public poses potential liability for negligent hiring. However, use of background checks to screen applicants for employment may also pose a risk for potential charges of discrimination and unlawful employment practices. Additionally, establishments must comply with federal and state laws when conducting background checks. This article will discuss these issues and provide best practices for establishments in determining when to use background checks and policies for conducting them. READ MORE