Whether or not Mr Horst Schulze, former chairman of Ritz-Carlton, was serious when he announced his plans to introduce a six-star hotel chain that was defined in part by private butlers, he was signaling a recognition of the value of a certain something that classic British butlers bring to the guest experience. So what's the connection between the British butler of the past and present, and the future hospitality professional? How does one move service employees from transient lower-paid wage earners to professional service providers acting with pride and knowledge, more akin to Life Consultants than room service and caring as much for guests as their own mothers? READ MORE

Rare is the week that goes by without word of some upscale hotel offering butler service as a way to improve service and retain or gain that coveted 5-star or diamond status. That's as it should be. But then consider the story broken recently by the Wall Street Journal of industry veteran Horst Schulze's declaration that he intends to establish a line of hotels with a six-star rating. What does he specify as the criteria for such an august label? Private swimming pools. And personal butlers. It seems butlers are really not just for the wealthy in their private estates, but also for their convenience when they travel. So, in providing butler service, a pertinent question might be "What exactly is a butler?" Or more to the point, "What are butlers in a hotel setting?" READ MORE

The statement is true..."Like swimming pools, a spa is considered to be a necessity for hotels and resorts." If you are contemplating investing dollars in building a spa or undertaking a spa at your hotel or resort, take some time to plan for the longevity of your spa brand. A long-term winner is born when a clear picture of the spa industry is combined with a concise concept and a plan to manage the concept. First, let's take a look at the spa industry. The spa industry has "arrived" and definitely proven itself. It has had the right formula at the right time - just when stress is high and the world wants a time out - a time to slip away - a time to escape. The latest Spa Industry survey prepared for the International Spa Association by The Association Research Centre Inc. quotes... READ MORE

Does your property have a compelling spa program that captures your hotel guests' sophisticated spa expectations? Today's spa customers are more knowledgeable, more discerning and less tolerant of a mediocre spa experience. There are more spas vying for their money and business. Decisions on where to spend their dollars will be determined by how well their needs are met. Spa guests are seeking an honest experience that supports a sense of escape while at the same time, offers meaningful results. READ MORE

How do consumers think about your hotel's restaurant? Why do people eat there? Is it only a convenience for overnight hotel guests, or is it a destination for non-guests as well? In consumers' minds, what does it compete with, and how does it compare to the competition? Why do some people return after their initial trial, but others do not? Is it the food, ambiance, staff or a completely different reason? What does the restaurant do well? What needs improvement? Qualitative research has been used to answer such questions and gain an in-depth understanding of consumers' attitudes toward restaurants -- elegant, casual, take-out/fast food, independent restaurants and/or chains. READ MORE