Hotels are changing the way they view their world. The fickle nature of today's customer is forcing a shift from traditional room-centered measures to the more sophisticated guest-centered mentality. By harnessing Guest Analytics intelligence, forward-thinking hotel companies are beginning to transform their Marketing, Sales, Revenue Management and Customer Service functions. While the benefits to the bottom line are many, implementing an effective Guest Analytics program can be a challenge. The key to success is to take a disciplined approach and to understand the technological, mathematical and human dimensions of such an initiative. This 7 step process can help you get there. READ MORE

Public relations helps companies to build and manage relationships with their public - be it potential guests, media, suppliers or industry experts. These relationships are the foundation of a successful sales campaign so it is important that hospitality businesses are using strategic and effective PR tactics to create the most media coverage possible. In this article, I will explain the most commonly used items in the public relations toolkit: the press release, media alert, backgrounder and fact sheet. READ MORE

Character and integrity are essential in order to run a successful business. Why? A lack of character and integrity will eventually become clear to those who surround you and while you may be able to successfully run your business at first, continuing to stay successful will be the issue. In the hospitality environment, integrity is achieved by walking the talk and doing for your franchisees, employees or guests what you say you are going to do. Conduct yourself with integrity and those franchisees and employees will follow suit. The franchisor/franchisee relationship is truly the ultimate in power sharing and character building. READ MORE

The purpose of this article is to initiate a thought process of positive change within the hospitality, spa and wellness industry. It does not matter if the spa is being outsourced or integrated into the hotel/resort. It is important to understand its function and purpose, because the guests will not differentiate between the outlets. The guests only see the overall experience, from point of check-in to point of check-out. The people in this industry also need to be aware of the radical change the spa industry is currently experiencing and be aware of the potential rapid growth. READ MORE

In keeping with the distinctive character of the collection, vast varieties of spa services are available to guests and include indigenous treatments. As a result, the Destination Spa Collection is challenged with managing sixteen spas, all unique in their offerings and services, while at the same time, maintaining consistent standards and memorable experiences for spa guests. Our spa team leaders have seized this opportunity to open communication amongst all directors to create a sense of community and alignment. READ MORE