Customer complaints are a regular part of the hotel business. No matter whether the feedback is justified or nothing more than the grumblings of chronic complainers, the way we resolve the complaints of guests makes a lasting impression. Listening is the key to constructive complaint resolution. Satisfying the customer emotionally is not about solving the problem. Instead, it is about listening to and understanding the customer's perspective. When we listen, we get the information we need to demonstrate our understanding of the customer and keep the conflict headed toward constructive resolution. READ MORE

It seems ironic that fitness centers, meant to be vehicles for health, can actually foster unsafe environments. The threat of injury prevalent within gyms can not only put the member's health at risk but also lead to litigation against the facility. As a business owner you must protect your investment by limiting risk through due diligence in both design and operations. This article highlights a number of areas within the gym setting that have lead to the majority of the lawsuits filed against fitness centers and steps you can take to decrease these liability risks. READ MORE

The U.S. has grown accustomed to being a top destination in international travel, but recent data shows that the number of foreign travelers visiting the country is declining. Although this year showed a slight increase in foreign travel to US markets, it is not enough to offset the sharp losses we experienced after September 11th. While the travel industry is making small progress, greater initiative is needed to revive our status in the international community. With the domestic economy faltering, the travel industry should be more aggressive in exploiting the dollar weakness to its advantage and bringing more foreign money to American shores. READ MORE

Verifying employment eligibility is a complicated task for all businesses but it poses particular difficulties for the hotel industry. As a high-volume and often seasonally driven business with very high turnover, juggling employment eligibility verification forms (also known as Form I-9) can be a deceptively tall order. Despite the challenges, taking the time to familiarize oneself with Form I-9 compliance is a worthwhile investment in order to avoid weighty fines or possible criminal penalties. READ MORE

It takes a lot of work to keep a hotel staffed with good employees and, as in any service industry, nothing is more pivotal in ensuring your guests' positive experience. Yet therein lies the challenge: finding, hiring and retaining those employees is no easy task. What's more is that this undertaking becomes more complex as the U.S. workforce grows increasingly diverse. There are certain guidelines regarding foreign-born labor that employers should keep in mind in order to protect their businesses from legal action while simultaneously fostering a friendly and tolerant atmosphere for all employees. READ MORE