Communicating with our employees is one of the easiest ways to get the information we need to improve efficiency levels, reduce costs, and enhance the guest experience, and yet, we tend to focus on guest feedback and everyday operations and forget that our people on the front lines often have terrific insights into enhancing the guest experience. By remaining alert and creating an environment that promotes communication, observation, and encourages employee feedback through regular surveys and rewards and recognition programs, you can maximize your best assets: your people. READ MORE

Hotel renovations are a fact of life. Stiff competition between properties almost ensures that every hotel will undergo some kind of facelift at some time. However, a renovation does not mean that the customer experience should fall by the wayside. In fact, it's just the opposite. In this article I examine some of the customer service mistakes hotel managers often make, and provide some tips on making the most out of the situation. Don't let renovations sour customers on your property. With the correct plan in place - despite the dust and noise - you can still "wow" your clients at every turn. READ MORE

From the day it opened its doors in February 2008, the InterContinental San Francisco demonstrated a uniquely passionate commitment to environmental sustainability and energy efficiency while not sacrificing the luxury experience. With the enthusiastic support of hotel management, Director of Engineering Harry Hobbs and the InterContinental San Francisco team have carried out a green campaign that in 2011 produced LEED Gold Certification (Leadership in Energy and Environmental Design for Existing Buildings: Operations & Maintenance) from the U.S. Green Building Council. InterContinental San Francisco is the first property in the InterContinental Hotels & Resorts portfolio and one of the largest in America to achieve LEED Gold certification for an existing building. READ MORE

Hotels operate around the clock, 365 days a year, hosting guests and offering various services and amenities with guest satisfaction as the number one priority. Keeping guests happy requires an extraordinary level of service and comfort, which usually means consuming high levels of energy. As a result, building upgrades can be especially difficult to implement, as any disruption in hotels can negatively impact the guest experience. Rowan Sanders of Veolia Energy explains how hoteliers can balance the guest experience, while implementing facility-wide energy saving measures, during a difficult economy. READ MORE

As Kermit the Frog said, "it is not easy being green," but it is worth the effort and investment. When done right, going green can help hotels reduce costs, increase profits and allow investment in areas that directly benefit guests. Whether a new build or a historic hotel, savings, both economical and ecological, can be made with simple steps. Water is an environmental issue that impacts all communities and hits the bottom line for hotels. READ MORE