In today's world, a lot of times we think HARD is better. Work hard, Play hard, Drive a hard bargain. Hard may mean strength such as "hard as a rock" versus soft which may seam weak as in "Don't be a softy." Apples taste better hard and to many peoples' tastes, so does cheese. There may be lots of things that work or seem better when they are hard but when it comes to service, it's the soft skills that will enable the most memorable results, not the hard ones. Don't get me wrong.hard skills are essential and important and will get the job done. But, it's the soft skills that will make the emotional connection and inspire the lasting impact most hospitality leaders desire. READ MORE

We often talk about the growing importance, and influence, of online hotel reviews. Recently we took a step back and looked at the review space, specific to USA-based properties, to see what the landscape looked like compared to a year ago just about this time (third quarter 2012 to end of September 2013). What trends are emerging? Are people writing more or less? Are guests being kinder or more critical? Is management chiming in or sitting back? We have the answers around scores, volume, management responses, service, pricing and more. READ MORE

Need funds to build a new hotel? A once little-known U.S. immigration program has become a popular source of development funding for hotels. Known as the EB-5 Immigration program, name brands, such as Marriott and Hilton, have projects that have been financed through EB-5. Because of the flexibility that EB-5 funding offers, it is likely that it will remain a significant funding tool even as credit markets loosen, due to its highly competitive cost as mezzanine financing. For savvy developers who are able to navigate the bureaucratic landscape, the EB-5 program is likely to remain a viable funding option for many years to come. READ MORE

As guests become less loyal to hotel brands and increasingly drawn to hotels that offer experiential stays, unique amenities and flawless service, hotel leaders are hard pressed to create one-of-a-kind experiences that will incite guests to return again and again. But with tightened budgets and the recession-era moniker of doing more with less, how can you create these unique experiences and still hit your numbers? And, how can you tell if they will really benefit the bottom line? In this article, you'll learn how a resort in Tucson, Ariz., melded creativity with business-focused objectives to create experiences that make them stand out in the crowded hotel market. READ MORE

When we ask the question, “Is traditional media in hospitality dead?” we really need look no further than the type of media engagement we ourselves have on a daily basis. Does traditional media influence us? Do we engage solely in digital marketing for our daily decisions? I don't believe that traditional media is dead. I don't believe it's anywhere close. Now that's not to say that the nature of marketing hasn't changed, because it certainly has. But what we see today among our customers is a mixture of both traditional and digital brand engagement. A confluence of old and new… a sort of information gathering dream scenario for consumers, and a marketers' worst nightmare. READ MORE