While spas may not be a current hotel priority, a concern for customer well-being certainly must be. As reopening starts, will brands and properties have the capacity, talent or capability to adapt their spas? What changing expectations will guests have? What about addressing the fears and expectations of spa employees and therapists? And with all of the downsizing who will lead these spa changes? Will brands even have time to re-imagine spas and take advantage of a potential opportunity to meet the needs of an increasingly sophisticated and growing wellness customer? This article discusses seven important considerations for future spa success. READ MORE

How much standardization is too much? It appears that such treatments, guest journeys, rituals and programs have been really memorable in a hotel spa context that could incorporate the locality to their value propositions. However trivial this may sound this can be a difficult task to accomplish. Given the strict brand standards of operators and management companies spa manager and therapists may granted with limited flexibility. Still, spas can gain real competitive value from all of the signatures. But can they really achieve that? Does this mean the end of standardized designs and treatment menus? How much flexibility brands can permit? READ MORE

A chance to escape to an artfully conceived hotel with flawless service seems like a distant memory today. The entire world is dealing with the impact of COVID-19 and our hospitality industry has been ground to a halt. We're entering the transition that follows every crisis and we must address ways to become resilient and anticipate the impact of unforeseeable disruptions. As designers, we need to be empathetic to these times and build strategies into our vision of the future of business travel and societal changes. READ MORE

In a post COVID-19 world, it is critical for brands in the hospitality sector to engage consumers in a manner that provides a high likelihood of positive experiences, engenders loyalty, fosters referrals and return stays. Advances in digital media and artificial intelligence (AI) offer new ways for brands to deliver and enhance these experiences. By obtaining intellectual property (IP) protection for technical achievements and differentiating service, brands can develop a stable of assets to help lawfully keep competitors at bay. This article discusses effective techniques for identifying opportunities and strategies to seek and obtain IP protection for inventions relating to digital media and AI that enhance the guest experience. READ MORE

In response to COVID-19, HEI Hotels & Resorts has implemented new standard operating procedures and hygienic practices at HEI's portfolio of more than 80 independent and branded hotels. In this article, Rachel Monez, Executive Vice President of Operations, talks about the changes implemented at various HEI hotel properties, giving readers an insight into what to expect as the 'new norm'. The article will provide tips about what hotels can do to adjust their cleaning protocols and educate employees to rise to the challenges presented in the new COVID-19 environment. READ MORE