One of the characteristics of the service industry is tangibility. While the product is tangible, service is intangible. Unlike tangible products many services are not measured easily nor can be tested for quality. While it is easy to improve the quality of a product any time it is difficult to improve the quality of services because service is always of a temporary nature. As a hospitality manager the first rule of any good quality service is you should know your customer very well. Gaps model is a conceptual model developed to qualitatively measure service quality. One of the most important gaps is "Expectation of a guest and the perception of management". READ MORE

Social media is at the front desk, is your hotel ready? These days everyone is on social media sites like Facebook, Twitter, and YouTube. In the second of a five part series, in this article we take a look at the best way to engage guests by using Twitter. Twitter is a micro-blogging site that has over 190 million users worldwide. Corporations, businesses, and hotels are using it to instantly connect with their customers. Point-by-point, this article tackles the best methods for engaging guests, driving new business, and improving customer service; all in 140 characters or less. READ MORE

Hoteliers will tell you that dealing with online travel agencies (OTAs) is a necessary cost of doing business. Yet, in recent history, they have been much more than that for hotels - in fact, for some hotels, particularly in 2009, OTAs were an essential marketing channel for staying alive. However, 2010 has been a different story, and 2011 will be an even more different story. READ MORE

When planning a family vacation, most families pick and choose a hotel based on the amenities and programs in place for families and their kids. Families are loyal and committed to brands that have proven themselves worthy of such affection by offering exceptional services and well designed family programs. This article will provide an overview of many well established initiatives taken by some of the largest names in the hospitality industry. The time is now for your property to seize the opportunity, become a destination for families, and earn your share of the lucrative family travel market. READ MORE

Just like with Automobiles, the 2011 Model Year Website is finally here! We've spent the last month scouring the net to determine what is coming out from the best hospitality web shops around the globe. While the last few years have been somewhat challenging for the online lodging industry, it is poised to roar out of the gates in 2011 with many new exciting models, and without any government bailouts, we should add! READ MORE

Recent changes to the Americans with Disabilities Act regulations require many hotels and resorts to make significant changes to their recreational facilities by 2012. The new ADA rules include specifications for recreational boating areas, exercise machines, golf facilities, play areas, swimming pools, saunas, steam rooms, and court sports facilities. Legal compliance is not the only reason to take note of these new rules. Since one out of every ten persons today has a disability, these accommodations make business sense, providing an opportunity to increase sales and services by expanding the hospitality market to travelers with disabilities and their companions. READ MORE

Why have butler service in a hotel? In the cases canvassed, there were two basic reasons: either because the hotel owners conceived they had the best property in the world/on the PGA tour/etc. and they believed the corollary on the service side could only be supplied by the addition of butlers. Or because they wanted to give their most important guests such a level of service. The five hotels participating in this article have provided guests with this butler service for the last 6-16 years, building the desired reputation and reaping the rewards. Contrasting this with hotels that have signed onto the butler concept and then disbanded the service, it is obvious that butler departments are not always guaranteed success. How did they do it, those who succeeded? READ MORE

There's no doubt that the speed with which the hotel industry is evolving is accelerating, and more often than not, hoteliers are being forced to constantly evaluate and re-evaluate throughout the year to ensure that revenue is being maximised. Given the growing influence of channel management in recent years, hoteliers across the globe are having to plan very carefully for the future and ensure that the right strategies are in place to work with organisations like Online Travel Agencies (OTAs) - who wield more power than ever before. READ MORE

Service is the way to enhance your bottom line. It needs to be consistent and varied, in order to ensure value to guests and to the company. It is always important to consider different approaches that we do not consider using all the time to add value via service. FIVE of these most important concepts in the following article will refer to this via technology use, employee development (which will translate into customer service satisfaction), while others will directly affect our end user in a positive manner. READ MORE

Finally we are seeing some light at the end of the long dark tunnel! The slow but steady rise in hotel occupancy, forecasted rise in ADR, forecasted rise in RevPAR indicate that "spa times are improving". But wait! We have all realized that we cannot return to business as usual and still maintain the market share that we have previously enjoyed. Yes, times are improving and in addition, our guests have also discovered new expectations, learned new behaviors and changed their selection criteria. To capture the uptick in the travel business, spas will be required to offer more than just "bang for the buck". The word for 2010-2011 is "Quality"... READ MORE

Hotel and resort spas have been under financial duress this past year as more consumers are seeking value for their dollars spent. The cost of typical spa treatments and products is such that spas are perceived to fit into the “luxury” set of services for consumption. Thus, it has become more critical for spas to be creative in their marketing approach while, at the same time, making certain that their promotions are cost effective. This article will focus on the results of a recent spa consumer survey and on offering a few pertinent recommendations for driving revenue to your spa. READ MORE

Spa is definitely not recession proof. This article will help you understand what yield management in spa is about and why it is a tool more and more spas are utilizing for revenue management. Yield Management for Spas outlines the principles, benefits challenges and opportunities of Yield Management in the Spa Industry. As a nation we have grown used to yield management for airlines and hotel rooms why not Spa? Implementation of these proven practices could give you the lift in revenue you are looking for READ MORE

The add-on sale is a simple way to enhance your guest's spa experience while adding to your spa's profit margins. Adding a service or retail package onto your guest's standard listing of treatments will enhance their experience and create a sense of competency among your staff that is not likely to emerge under any other circumstances. Most of all the add-on sale contributes to your bottom line, client retention and the guest's overall spa experience. Learn how to easily implement an add-on strategy to your spa's operations in a few easy steps. READ MORE

Social media web sites have triggered an ever-growing global conversation on every topic imaginable. The question is not whether your hotel should be using social media to start a conversation about your property; that conversation is already happening. The question is, are you going to be a part of it? In this five-part series "A Hotelier's Guide to Social Media Marketing," I look at the many ways your hotel can grow and drive the conversation about your property on a number of social media platforms. To start, here are my top 10 best practices you should know to get your property started off right with social media. READ MORE

So you did it! You placed your hotel on the Twitter map! Now what? By this time all of you know what Twitter is, its capabilities, shortcomings, advantages and disadvantages. Most of you have probably decided by now if you will have a presence on the 140 character mass-marketing social media platform that has enjoyed immense popularity in the past year and a half. Read my article on why it makes sense to be on Twitter, why it isn't going anywhere, and how its mass global outreach can help your property. READ MORE