With all the greening tools and programs that are now available, both property managers and guests are having a harder time discriminating what is really environmentally preferable. To help remedy this, an important principle to consider is: how significant is an activity in reducing the environmental impacts of my property and service? If the reduction is minimal, you might want to look at your operations a little more deeply in some of the areas we present in this article. For each operational aspect listed, we've tried to highlight some of the current trends and tools that are available that are easy to implement, as well as a few that might take a bit more effort. Starting small and working towards achieving the more complex will make your property and services not only more environmentally responsible, but also more efficient, reliable, and enjoyable for clients as well. Is there anything better for your property and brand than that? READ MORE

The IT or technology team is not always on the front line of attention when it comes to Guest Service skills. Their roles and guest demand for technology services has increased and is going up and yet, guest service may not be a priority in this department. How can these team members be better prepared for making the service excellence difference? READ MORE

The focus on quality customer service is greater in hospitality than any other industry. Poor customer service is often overlooked in a restaurant with a star chef or a creative theme. Department stores thrive despite spotty performance by associates. But hotels have no choice but to engage the guest, make them feel special. READ MORE

In recent years a shift in balance has taken place that has empowered the customer. Nowhere is this shift more evident than in the hotel industry. With new technologies service recovery has become more critical than ever. Customers can offer online reviews through various social media sites that can reach hundreds or even thousands of potential customers and never even complain to the firm. In this paper several managerial recommendations are offered. READ MORE

The guest experience drives your income engine. What your team does and says impacts how your guests feel and helps your guests decide where to spend their money. All hospitality leaders have the responsibility to define a service culture that transcends cliche and borders amazing. Embracing five critical concepts will result in an engaged team that delivers impeccable service in all the right spots. Creating that team and that culture is not easy, but the payoff is big. READ MORE