Today hotels are spending time and money upgrading guest rooms and operations but rarely consider the same technology advancements for their communications architecture. Software advancements, coupled with the latest and greatest low-cost devices including smartphones and tablets, can improve workflow, strengthen guest relations and save hotels money in the process. Whether these applications are leveraged as a service using a cloud-based offering or housed on-site, they are sure to extend the scope and functionality of existing communication architectures and help provide competitive advantages that are critical to guest loyalty and profitability. READ MORE

Organizations develop Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that may penalize your Hotel for non-performance of service. An SLA formalizes arrangements between an organization and a supplier to deliver specific services, at specific levels, and at an agreed upon price. If the service is not met according to the agreement, the organization may be entitled to some form of compensation such as a payment or a credit. Learn the five steps that Organizations use to develop these SLAs and KPIs and how the remedy for non-performance may be calculated. READ MORE

As the next generation of Asian-American hotel owners comes into leadership, should we be glad or be worried? Second-generation Asian Indian hoteliers have a great education, strong communication skills, and solid financial resources built by their first generation immigrant parents. But will their education and financial security make them too complacent and too cautious to work hard, to be bold entrepreneurs, and to match - or perhaps surpass - the business achievements of their parents? My column examines differences between first and second generation Asian-American hoteliers - and offers insight that every hospitality executive should be aware of as we work together to re-build our properties, our brands, and our industry from the recent economic recession. READ MORE

Capturing the important elements of any vocal communication, are key concepts that make listening such a valuable skill set. Having analyzed plenty of guest service satisfaction scores, alongside with having discussed this topic in many forums and hospitality courses, communication, specifically listening, has been identified as one of the most critical aspects of a conversation. What we intend to explain in this article is to expand on situations/scenarios which we have identified as examples that perhaps you may want to use to enhance your existing service levels. READ MORE

Lately everyone seems to be focusing on the time and money saving benefits of mobile apps from the guests perspective. In this article I'd like to address the ways mobile technology can make the lives of hoteliers significantly easier by maximizing efficiency and quality control. READ MORE