With the proliferation of social media and electronic guest requests, the role of concierge is increasingly moving online. Therefore, it is vital to merge the duties of your concierge and social media teams so that answers to digital queries are as beneficial as possible and presented in a timely manner. This transitional phase will effectively see the end of the dedicated social media manager and concierge job descriptions with a convergence of the two in the form of guest relationship managers. READ MORE

The role of the concierge has evolved over the years, from lighting candles in Medieval days to the present day part-magician who makes the impossible possible for guests in luxury properties. But in our current world of high speed, high tech, will the position survive? Philip Barnes, General Manager of The Fairmont Pacific Rim & Regional Vice President, Pacific Northwest for Fairmont Hotels & Resorts talks about the concierge and how he sees it in the hotel operation of today. READ MORE

While we many not think of restaurants much beyond our hotel's coffee shop or dining room, or even our favorite neighborhood grille or pizza place, the fact remains that, collectively, eateries are a bellwether of consumer and marketing trends. By watching what is happening in this industry, we can gauge what our guests will be looking for from us. In this article, you'll see how restaurants can give you a heads-up as to what will be driving your guests and potential guests and how you can bend your marketing around these trends. READ MORE

Color psychology is a relatively new field of scientific inquiry that aims to analyze the effects of color on human behavior. In this article, we will explore what color psychology is and how colors affect human behavior. Hint! Black might be a bad choice for wait staff, hosts and other hotel employees dealing with conflict resolution. People from various cultures have automatic (unconscious), negative emotions to the color black, such as evil, death, fear, anonymity, anger, sadness, remorse, mourning, unhappiness and mystery. Yes, there are positive emotions, as well. The article will weigh the pros and cons with personal anecdotes from my experience at The Amway Hotel Collection. READ MORE

The article below embraces what a hotel or resort director of sales & marketing is challenged with during a typical budget process from start to finish. In our current highly technical fast-paced world supported by the ever-changing dynamics of e-commerce, directors of sales & marketing are faced with a multitude of challenges. In order to start to prepare and lead the sales and marketing efforts during the budget season, a director of sales & marketing needs to have a comprehensive understanding of all emerging trends. READ MORE