Travel planning has changed. With limitless sources of information accessible in an increasingly social world, travelers have essentially become their own agents. This couldn't be more evident than in the way an increasing number of people now rely on consumer-generated online reviews for their travel plans. How exactly do these reviews shape consumer perceptions of a property? What steps must hotels and hospitality execs take to effectively leverage review data and drive bookings? Chris Campbell, founder of online review management company Review Trackers, explores. READ MORE

Everything in today's business environment seems to be about technology, the latest developments, content marketing, microblogs, engagement, SEOs, etc. Some companies have become overly-systematized, as I call it. Everything and I mean everything is left to automation. Once the database is set-up and your name is entered you get emails on a regular basis whether they are relevant to your current need or not. This just happened to me recently where I got a letter from my Bank of ... soliciting me for a lower mortgage rate. I am a client of Bank of ..., they hold my mortgage and you would think that they know whether I qualify for a reduced rate, but as it turned out they didn't. That's what I call over- systemized. Here are some examples of what technology cannot do... READ MORE

In the last five years the United States and countries around the world have witnessed many major natural disasters. Such disasters include hurricanes, tornados, tsunamis, severe windstorms and catastrophic flood damage that have left businesses, large and small, unable to recoup from their loss. Damage assessments by risk management and loss control specialists find to often preventative measures could have been implemented that would in part or significantly reduce the overall cost of a claim or the length of recovery time. The intent of this guide is to help business owners in the planning process for preparing and implementing an emergency plan. One that is activated before, during, and after an event. READ MORE

As millennials blossom into a prevailing consumer group, it's vital that you understand their distinctive purchasing habits. Given that F&B is a central part of the overall hospitality experience, mastering this aspect of your operations and remolding it to cater to this demographic will play a large role in determining future occupancy and RevPAR figures. To this end, I interviewed Mike Whalen, the founder and CEO of Johnny's Italian Steakhouse, to extract five keys for hotel restaurants to better appeal to millennials. READ MORE

In hospitality, with so many options available to customers, a distinctive experience that connects with customers will pay off. Satisfied customers buy more, are less price sensitive, and will generate positive word-of-mouth, all contributing to revenue performance. But hospitality companies have limited money to invest and will only spend on things they believe will have the biggest impact on performance. The challenge for all hospitality businesses is to figure out how to invest to maximize guest satisfaction and loyalty. With advancements in customer feedback and data analysis tools, it's easier to identify the investments that will have the biggest impact on the bottom line. Here are three ways to invest that will help maximize satisfaction, loyalty and the bottom line. READ MORE