So often, hotel and resort managers view fitness centers and related services as merely a "value-added" amenity, provided to reinforce a positive guest experience. Granted, this is without question, a valuable role. But at the risk of sounding harsh, it's a perspective that is often short-sighted and may eliminate a wealth of profit-generating potential inherent to any fitness center when managed with an eye toward generating revenue. That being said, I thought it would be valuable to break some of these down and demonstrate just how a fitness center can go beyond merely pumping up your guests, and pump up your bottom line: READ MORE

In today's highly competitive hospitality environment, an inviting spa can create a truly memorable guest experience. To that end, there are any number of "small items" that can make a big difference in how your spa is perceived by both a guest and non-guest population. These areas include several basic initiatives with your staff and with the guest that will assist in providing impeccable guest service while energizing the spa. READ MORE

These are certainly interesting times. Headlines are abundant with doom and gloom and everyone is looking for that magical 'economic stability' and hoping that the current economic maelstrom will pass sooner than expected. There is no doubt that in the short term our guests will spend less, but spending less doesn't represent a change of intent. Our guests will still take vacations and spa visits, and in doing so they will look for better value and promotions, even from their favorite brands. READ MORE

Just for fun, I googled (Remember when Google was only a noun?) the term, creative hotel marketing. I got more than 6.5 million hits! WOW! If the number of hits were to equal the number of really creative hotel marketing programs, we would have one fun, successful industry! But, unfortunately, what passes for creative is more like common, colloquial, comfortable, commonplace, conventional, and customary. Or, as our grandkids are prone to say, as they place two fingers in an “L” on their foreheads, Loser! I've found that one of the barriers to developing and launching a really creative program is the erroneous belief that creative marketing is too expensive. But it really doesn't take a lot of dollars to develop and implement a successful promotional strategy. In this article, we'll see some ideas to get your juices flowing. READ MORE

What happens when great hotels or great hospitality organizations, with great reputations, become legends in their own minds and less than so in the minds of their guests? How can a hotel that has worked so hard for fantastic fans and award-winning applause neglect a foundation of service and respect that won the fans and awards in the first place? Why would management take greatness for granted and simply ride a reputation? Who benefits, who does not and who CARES when service is on auto-pilot and the team rests on their laurels? I was overwhelmed with these questions when recently visiting one of my favorite hotels in one of the greatest seaside destinations in the country. READ MORE