With the current state of the economy, it is not at all surprising that consumers and hotels alike have developed a frugal mindset. Or as one upscale frequent traveler aptly put it, my wallet is closed! So just what can your hotel do to be tough, be ready, and get going, and still be on-trend with the new luxury consumer? The answer lies in a popular song originally recorded by Billy Ocean in 1985: When the going gets tough, the tough get ready. The operative word is, of course, ready. This article is the second of a two-part series that looks at how lodging properties can take advantage of the paradigm shift between old luxury and new luxury. READ MORE

The big buzz these days is to talk all about the customer Experience. It is pass'e to use the term customer service and all the rage to sing the praises of the customer's experience. I am all for delivering memorable and pleasurable experiences, especially in the hospitality industry. I have been advocating being a "Memory Maker" for many years. It is just that no matter what you call it, the route to the customer's experience comes through the employee. If we only focus on the customers and do not give equal focus to the employees, we do not have a prayer of delivering the experience we are striving for or promising in our branding and advertising. READ MORE

In this challenging economy, one of the quickest ways to turn around sluggish spa sales is to focus on retail. Generally, most spa locations overlook retail's potential without realizing they are missing out on increased revenue potential. A well run spa with a heightened focus on retail can achieve a 20-30% retail-to-treatment revenue ratio, a play that can provide a noticeable boost to the bottom line. The good news for operators is that with a few simple changes and without a large financial investment, attaining the 20-30% goal isn't just within reach, it's realistic. Here's how: READ MORE

It is undeniable that hotels have become significantly more efficient and technology savvy over last decade, with the wider deployment of technology being a primary driver for positive progress. However, there is much room for improvement, particularly in the group side of the house. In light of today's economic uncertainty, hotels now more than ever need to make sure that they are operating as efficiently as possible, taking advantage of the latest technologies to get there. The question really boils down to, how can you do more with less, how can you generate more revenue and save costs, even in a downturn? READ MORE

Changes in supply and demand patterns are the two factors that cause shifts in the hotel industry cycle. Currently, most hotel owners, operators, and analysts are bullish with regards to the short- and intermediate-term outlooks for the lodging industry. On the demand side, occupied room nights continue to climb despite rising gas prices and multiple hurricanes. Barring an unforeseen catastrophic event, our PKF Consulting/Torto Wheaton Research Fall 2005 Hotel Outlook forecast calls for growth in demand each year from 2005 through 2008 at a 2.5 percent compound annual growth rate. READ MORE