Which reasons make a destination worth visiting? Is there a correspondence between how tourists perceive a destination and how the Destination Management Organization (DMO) promotes it? The main purpose of this research is to identify the reasons that make a destination — in this case, the Republic of Malta — worth a visit from the tourists' perspective. The study aims on one side, at recognizing and analyzing the main arguments used by tourists — the demand side — when reporting on their experiences on a specific destination, and on the other side to compare the found arguments with those used by the DMO — the supply side — to promote itself. READ MORE

To determine whether or not your mystery shop program is working, ask: Is it based on relevant logic? Does it measure brand delivery? Are my results objective? Can I turn my data into a plan? Can I turn my plan into action? Jesse Boles of FreemanGroup explains how to get the answers to these questions and use your mystery shops to uncover what truly drives guests to return and recommend. Quality assurance inspections and guest comment surveys aren't enough. To measure guest service and brand delivery, you need a well-designed and well-implemented mystery shop program. READ MORE

Despite the explosive growth and popularity of social media usage in hospitality, it's the mighty good ol' email that remains one of the most powerful and influential direct marketing tools that a hotel can use. Emails allow hoteliers to engage customers in a personalized and interactive relationship that's mutually beneficial, increase conversions and sell more efficiently. But, to reap those benefits, your email actually needs to be opened and read FIRST. How do you win the right to be recognized and accepted into your customer's overflowing email box? Here are my 7 steadfast copywriting rules to make your hotel emails worth opening. READ MORE

Green-Oriented Travelers encompass corporate, group, and individual travelers, all of which are not only interested in 'green' hotels, but now actively seek out and spend money with hotels that have environmental programs. Despite the economic environment, data continues to emerge from 3rd party independent surveys, directly from customers and prospects, and from hotels themselves stating the 'green oriented' traveler market is growing and they are spending more and more money with 'green hotels.' This article will look at these trends, data sources, and case studies and the real business benefits by aligning with the green-oriented traveler. READ MORE

The hotel pantry has become a standard at many select service and extended stay brands. Marriott International's highly successful "The Market" and Hilton's well planned "Suite Shop" and "Pantry Pavilion" are not only guest favorites for their quality and convenience - but a revenue generator that adds dollars to a properties Sales Per Occupied Room. Unfortunately, some of the best GM's in the country admittedly know little about retail, so what should be a small gold mine for the hotel often becomes a hard to manage, unprofitable endeavor due to a few easy-to-correct, retail industry mistakes READ MORE