It's not everyday that you get an opportunity to speak to the general manager of one of the world's finest hotels. The Four Seasons Hong Kong is one such property, and William MacKay is not only the General Manager, but as well, the Regional Manager for several Four Seasons properties. I had the opportunity to spend some time on property last fall and the best I can describe it is a “jewel box,” as everything was gem-perfect. The property has received accolades from pretty much every critical source. In my conversation with William, I wanted to discover how this property maintains this incredibly high level of excellence. READ MORE

The online presence of hospitality brands has grown exponentially in the past few years, which has made comparison shopping easier, but customer loyalty more difficult to achieve. Websites are often the first experience consumers have with a hotel brand and become a frequent interaction point for return customers. Thus, the website experience can serve as a strategic tool for gathering information about customers' perceptions based on their overall experience with the brand. Learn best practices and innovative techniques for what to do and what to avoid when using online customer experiences to build your brand. READ MORE

With hotel occupancy on the rise in 2012, it's important for hotels to deliver stand-out customer service and experiences. In the hospitality industry we understand that guests are often outside of their comfort zone, looking for a place to call home. To satisfy these desires, we at Affinia Hotels have gone back to the basics with customer service to engage in a way that makes guests feel like family, not customers. We launched Tender Loving ComfortSM (TLC) in 2011 to hone in on service, increase engagement and encourage feedback to better enhance the guest experience. It's a unique effort that goes beyond traditional customer service to ultimately enrich the guests experience at every interaction. Here's how to get started on your own unique customer-service program. READ MORE

For decades, technology and the Internet were “changing” the world. At Noble House Hotels & Resorts we believe it has already changed. Social media has entirely transformed the way we live, through relationships, business, consumption, communication, and most importantly to us - decision making in travel and customer service. READ MORE

In this article, hospitality veteran Fred Cerrone profiles five aspects of his company's unique culture that have helped Hotel Equities, the firm he founded, achieve award-winning guest satisfaction scores at many of the properties they manage. As a prime example, the SpringHill Suites by Marriott Vero Beach recently earned the 2011 brand's Chairman's Award for maintaining the brand's top guest satisfaction score. Brenda Celano, an outstanding general manager who rose through the company's ranks, led the hotel's team of associates. They lived the culture and used their training to find ways to serve their guests and achieve success. READ MORE