Martha Weidmann

Simply put, art is good business. But the confusion often lies in how to show the business impact of art to your hospitality facility and stakeholders. Understanding the business case for art is only the first step. Here we highlight how art can influence the value of your hotel, through brand identity, creative placemaking and educating decision makers on broader benefits. READ MORE

Ilana Alberico

Spas must adopt new levels of operational efficiency to replace outdated manual practices like payroll, inventory management, and scheduling. "Smart" Technologies have the potential to improve the entire spa business model by creating algorithms for dynamic, demand-driven staffing and scheduling. In the first article of this 2-part series, we will explore best practices to leverage technology back of house. READ MORE

Michael Klong

Coffee relates to various parts of the hotel experience including breakfast. Guests base their overall experience of their stay at your hotel in part by the quality of your coffee and coffee service. The way to make sure that the coffee you serve at your hotel consistently tastes good (and tastes good every single time) is to educate your hotel staff about coffee. In this article, I will go into the details on why coffee education is so important for your hotel staff. READ MORE

Library Archives

 
Rana Kay

An effective, integrated content marketing strategy is more critical than ever as the hospitality industry weathers the storm of COVID-19 and adjusts to a new normal in consumer travel. With hope for recovery on the horizon, the most successful campaigns will patiently create an emotional connection through engaging, personal and thoughtful messaging while being sensitive to health and safety regulations to rebuild trust. READ MORE

Nancy Griffin

Senior living is changing: today's seniors demand resort-like amenities, healthy living, and paths to enrich the mind and find meaning and purpose. The industry is seeing explosive growth, attracting aging services and investors who want to "ride the Boomer wave." This is a look at the top trends driving growth and innovation at the intersection of hospitality, wellness, and senior living. READ MORE

Merrick Dresnin

Hospitality has been devastated by this pandemic. These last few months have been catastrophic. Is it the end? On the contrary, the best companies are preparing for the beginning. People will always travel, and that means hotels, casinos and resorts will always have guests. How do we get ready? We need a strategic focus on hiring, training and compensation. READ MORE

Greg Velasquez

An unexpected, misunderstood, and sometimes maligned generation of travelers stepped into the breach when a global pandemic threatened to shut down entire sectors of the hotel industry. Here is a closer look at millennials and the workcation phenomenon that helped many hotels during these challenging times. READ MORE

Dennis Reno

For many travelers, this holiday season will be their first time taking a trip during the pandemic, and hotels should expect last-minute reservation changes, cancellations and a large volume of phone and chatbot traffic for the customer service team. In order to prepare, hospitality leaders need to ensure customer experience (CX) systems are operating smoothly to prevent overwhelmed call centers. READ MORE

David Ashen

David Ashen of dash design explores key dos and don'ts of creating memorable themed hotels and provides perspective on what works well – and what doesn't. Ashen examines the TWA Hotel in New York City, the brand new One11 in New Orleans, The Roxbury at Stratton Falls in New York's Catskills region and several others and shares takeaways on how to strike the delicate balance between cool and kitsch. READ MORE

Rick Garlick

Exploring partnerships for hotels with media players in an industry that's facing further fragmentation. Is it enough to offer access to streaming giants like Netflix, Hulu and Amazon Prime? How are new players like Peacock and Disney Plus changing the game? What about other avenues like cloud gaming? Let's explore how COVID-19 has only made the prevalence of in-room entertainment more important. READ MORE

Herve Tardy

As if hotels didn't have enough to deal with amid the COVID-19 pandemic, cybersecurity is becoming a bigger concern. Hackers are capitalizing on the evolution of IT infrastructure and the increasingly important role it now plays in keeping operations up-and-running. In this article, we'll cover some ways to execute an end-to-end cybersecurity strategy and keep critical power assets protected. READ MORE

Sabina Fluxá Thienemann

Tourism must come back, and the question is how. The industry has a choice: return to business as usual (or worse, take backward steps in progress) or use sustainability as a core driver for a safe return. In this piece, Sabina and Gloria Fluxà, respectively, CEO and Corporate Sustainability Officer (CSO) at Iberostar Group, share what they believe are three key aspects to consider to build a better industry. READ MORE

Rick Garlick

Now more than ever it is important that hotels look for ways to reduce friction in the hotel experience. In this article, Rick Garlick will examine the ways in which technology can help reduce friction in the hotel experience, leading to more enjoyable experiences for travelers. Such tactics that Rick suggests hotel brands adopt include one-click booking, smart luggage, and in-room technology. This article will also look at factors beyond technology that hotels have to weigh when it comes to reducing friction in the hotel experience, as interaction-less guest experiences, health and cleanliness practices, and guest communications. READ MORE

Mark Ricketts

All hospitality organizations strive to embody a corporate culture of service to guests and community. But how do we establish and perpetuate this conscious workplace culture-one that represents worthwhile goals and values as it builds strong connections within and without our organization. This article will discuss positive actions that can help drive our business and the ways they work to satisfy some of the most basic human attitudes and values. It is important to stress that a time of stress puts our corporate culture to its test. Will we pass? READ MORE

Nate Lane

Not every company out there has your best interests at heart, but it isn't always easy to tell if - or when - you've been deceived. In order to spot misleading marketing practices, hotels need to know and ask the right questions. We have detailed three examples that hotels can focus on when dealing with digital partners to ensure data transparency and to avoid long-term scams that prey on operators' trust and budgets. This way, hotels can focus on providing the best possible guest experience while trusting their digital partnerships are doing everything they can to improve business, particularly during difficult periods. READ MORE

Brenda Fields

Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky. READ MORE

Jennifer Corwin

As the battle between traditional hoteliers and alternative lodging providers heats up, the major players are experimenting with how to jump into each other's markets. In this article we explore how established and emerging brands stay true to the "experience promise" that remains critical to achieving customer satisfaction objectives and loyalty -- even as travel behaviors evolve. READ MORE

Mark Natale

It is most effective when a company's branding aligns with the experience found within the establishment, giving consumers a full experience. Mark Natale, Smarthinking Inc.'s chief executive officer, says that to be successful, you must take the time to define your brand terms. In his authored piece, he details the crucial questions you should be asking yourself in order to create an unforgettable hospitality brand. READ MORE

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