If you take a moment to look around and reflect on your own life, you might recognize a strange thing happening – at a moment when we are physically apart, our families, neighborhoods, and cities seem to be growing closer than ever. Your brand has the opportunity to do the same with its customers. And there is no better weapon in your company's pandemic response arsenal than its loyalty program. However usual strategies will need to be adjusted, and decision makers who hold an understanding of the human condition, informed by behavioral science, will have a massive advantage when navigating the critical decisions to come. This article is a cheat-sheet for those decision makers. READ MORE

Between the global pandemic and the teetering economy, the hotel industry is in the midst of interesting times. As these issues play out, it is important for hotel management to remember that, at heart, success still revolves around the culture of guest service. William J. Sander, CEO of Seagate Hospitality Group in Delray Beach, Florida, reflects on that culture with perspective gained from three decades in the industry and two recessions along the way. READ MORE

Keeping pace with trends and innovations in technology is imperative for most businesses today. This is especially critical for hotels in their quest to personalize and elevate guest experience, increase operational efficiency and reduce costs. Hotels are turning to evolving technologies like voice assistants to make it easy for guests to do everything from adjusting lighting to ordering room service, and equipping rooms with mobile app digital key access technology to deliver faster, more convenient guest access. On the operations side, robotic technology can handle repetitive tasks, improve guest interaction and provide predictive maintenance technology to ensure guest room systems and devices are optimally maintained. READ MORE

Text *MORE* if you'd like to keep reading! Just kidding. Please don't text me. When text messaging became a popular way for folks to look really busy pounding a Morse code into their flip phones and Blackberry devices, I opted-out. I introduced a simple rule: if you send me more than one text in five minutes, I'm calling you. I still live by that rule. That's the exception; messaging rules the world. Short message services and messaging platforms continue their worldwide proliferation, affording your guests an impressive communicative artillery. They've got lots of options to attack, so, while defense could win championships, proactive messaging will win you off-the-charts guest experiences. Text *STOP* now if you'd rather not learn more about engaging guest communications. READ MORE

In 2019, two California appellate courts issued separate decisions regarding employee on-duty meal periods that could greatly impact hotel operations in the Golden State. The Naranjo decision covered the specificity of on-duty meal period agreements and "substantial compliance" with the controlling state law, while the Ferra decision considered how to calculate the hour of premium pay owed to employees when employers fail to provide a compliant meal or rest period. Given these decisions, it is important for California hotel employers to understand these cases, their respective impacts and how they can be sure to comply with the new changes in law. READ MORE