There is no doubt that travelers today have become more sophisticated, more demanding and, ironically, more value-conscious. They have more disposable wealth than ever before, but are finding that their time has become their most valuable asset. Those who can afford second, third or fourth homes are now realizing that the hassles of maintaining those homes are far outweighing the benefits. Furthermore, these travelers are seeking new experiences and require flexibility when it comes to planning not only their business trips, but also their leisure time. For this reason, travelers are not necessarily focused on the cost of a travel experience, but more on the value of it. To capitalize on this trend, a variety of travel products in recent years have flooded the market. Residence clubs, condo-hotels, timeshares, fractional resorts, and destination clubs are all elements of a booming phenomenon that is having a strong impact on the luxury hotel and travel industries. READ MORE

Are you aware - and in control of - what is happening in your hotel bar? How can you be certain that profits, which should be realized by your venue, are making it to your bottom line? Take a look around. If there are no receipts or checks on the bartop in front of the seated guests; if there happens to be a key in the lock of a cash register drawer; if no video display terminals (VDTs) have been installed for the cash registers, or if loose coins and currency, as well as discarded check folders and other papers, are scattered across the countertop of the backbar, your bar could be experiencing some heavy losses. READ MORE

Companies that are focused on giving their customers what they want always do well. But what defines "Customer Service Excellence?" Far too many companies think it's as simple as doing what they think their customers want; others do what they want their customers to want. Neither of these is even close to the meaning of the term "Customer Service Excellence." It's something created when a company commits from the top down to listening to their customers, responding to their feedback, and crafting an operation that focuses on meeting their needs. So, how do you ensure a great experience for your guests? READ MORE

Coach Woody Hayes, when asked why his team didn't pass the football more often, he replied, "Three things can happen when you throw a pass, and two of them are bad." In that vein of thinking, may I suggest: "Five things can happen when you dissatisfy a guest, and four are bad." The best option among the five is to make it so easy for guests to let you know exactly how their experience went, that instead of venting elsewhere, they will tell you. So, how can you make certain you know what's really going on? You have to ask, using real-time surveys. It's really that simple. If you don't ask, you'll never know. READ MORE

It is, actually, the "small stuff" that separates the winners from the losers. It is mistakes with the small stuff that the customer uses to make future purchasing decisions. If my towels aren't fresh smelling, or the fish is greasy, or the remote control battery for my TV is dead... I don't really care how great your hotel's branding is, how impactful your advertising appears, or how attractive your d'ecor. Little mistakes can have large consequences. READ MORE