It's no secret that technology is critical to creating a hospitality experience that guests will want to return to again and again. Not only does technology improve the guest experience and help hotels stand out amongst their competition, but it can also open opportunities for additional revenue streams by allowing properties to capture detailed data on guest preferences. Two recent technologies in particular, the Internet of Things (IoT) and voice-controlled tech, should be in every hotelier's toolkit as they look to make future tech investments. This article discusses the application of these innovations, and how first impressions matter when it comes to creating a personalized in-room experience. READ MORE

Cate Farmer, General Manager of Margaritaville Hollywood Beach Resort delves into the trends that are dominating the discussion around the future of guest service in today's hospitality landscape. With an increasingly competitive atmosphere and online reviews now accessible at travelers' fingertips, the importance of providing the highest level of hospitality, service, and attention to detail is not only of the utmost importance but it is becoming a base expectation for today's travelers. By prioritizing a positive work culture, leveraging guest personalization, and offering engaging experiential activities, resorts and hotels will be able to generate future success in customer demand. READ MORE

As hoteliers, we tend to strive for the highest guest service score ratings. These measures can help provide us with an ongoing progress report on the "health" of our hotel. Guest scores and comments tend to shed light on the hotel areas that shine and those in need of extra attention. So how can we help each hotel department and team associate feel ownership for guest satisfaction and ultimately improve guest service scores? READ MORE

Vendor selection, training and follow-up are key components to ensuring your guests receive the same level of service from your vendor representatives as they do from your in-house staff. The cost of service failures may be difficult to calculate, but their far reaching effects will negatively impact your bottom line. In their quest to maximize profits, some hoteliers have made the decision to outsource front line staff. "But, as with every other business strategy, outsourcing has its own limitations and 'unintended consequences' that if not addressed, can turn it into a bad business strategy." READ MORE

During my twenty-year career in the hospitality industry, the most valuable piece of advice I've carried with me has been to treat clients not as I want to be treated, but as they want to be treated. I am able to witness this practice daily in my role as Director of Sales and Marketing at The Ritz-Carlton, Washington, D.C., located in the heart of our nation's capital. This year the hotel is celebrating twenty years of unparalleled service, consistently ranked as the premiere luxury hotel in the city Luxury and impeccable service is expected of our property and rightfully so, but pushing the boundaries and raising the bar for service in the way that The Ritz-Carlton, Washington, D.C. does is setting the tone for others to follow suit. READ MORE