As you're reading this article Apple will have just released their 3rd generation of iPad tablets. This device will be offered, for the first time, with an option for mobile wireless utilizing 4G LTE service from the major North American cellular providers. The reason that this product release is so important is that it will be the first major product in a new wave of devices that may dramatically impact your ability to deliver the same level of service that the guest receives outside your building within the walls of your hotel. Later in 2012 the iPhone 5 will be released also with LTE and the impact will be hard to forecast. This is just the beginning... READ MORE

I recently stayed at one of Beverly Hills finest properties. Nothing could be finer. The service levels were exceptional and the decor flawless. At six hundred bucks a night for their standard type room (their lowest price), you would expect a high degree of perfection. So, what do you think the WiFi performance would be like? The answer: two-tier. Management's approach in acquiescing to the free WiFi demand is to offer a low-level complimentary service and real WiFi at $19.95 per day. Certainly the free WiFI offered enough bandwidth to undertake text email, but any web site was rendered in slow motion. Upon reflection, I felt this compromise to be inconsistent with 5-star/5-diamond service level. If the true test of service is anticipating guest needs and ensuring that these needs are fulfilled, this stop-gap effort leaves a negative impression. READ MORE

In addition to enabling guests with fast and easy access to Wi-Fi, hoteliers are now using this same technology to improve how they provide other services to these same customers. Emerging wireless technology solutions can enable hotels to improve staff communication and operational efficiency, leading to a boost in overall guest satisfaction. Through enhancing Wi-Fi access points and providing wireless technology devices to associates, hotels can improve the check-in process, decrease the time it takes to respond to customer requests and reduce staffing requirements, while obtaining operational data for performance measurement and continuous improvement. READ MORE

When hotel owners come to me with questions about signing up for an app, one of their number one questions is “How will this drive revenue?” Hotel mobile applications present the opportunity for hoteliers to increase bookings through numerous functions, but the easiest to use and easiest way to track is through push notifications. READ MORE

Identifying risk factors in employee defection is critical to preserving the highest quality workforce. Highly valued employees can be poached if employee morale is down, turnover is high and if a hotel does not have a long-term strategic plan that is communicated to employees. An ideal workforce can be maintained through a series of steps including, but not limited to, compensation packages, non-monetary fringe benefits, inclusion of employees into operational decision-making and the offering of management and/or career advancement training. READ MORE