In the words of Jan Carlzon, the celebrated former CEO of SAS Airlines, "An individual without information cannot take responsibility. An individual who is given information cannot help but take responsibility." With that thought as the guiding philosophy, Carlzon took a moribund state-run airline and turned it into an industry model for service and profitability. By flattening out the carrier's management structure, he made every employee keenly aware of the impact that all company metrics - financial, customer service and otherwise - would have not only on the company but on them directly. Thus, the metrics in question became far more than disembodied scores on a balance sheet or year-end review - they became directly linked to flesh and blood interactions that each and every employee had each and every day. READ MORE

Tune in today to any presentation or article on business and the words "alliances" and "partnerships" are prevalent. The "Kayak Test" for partnerships reveals all. Partnerships that pass "The Kayak Test" will be the most beneficial to the planning and promoting of the spa. I never thought that a recreation that I enjoy could be a metaphor for goal setting and sealing a partnership, but I discovered it recently on a kayak trip with my husband and tandem Kayak Partner. When we paddle our 'spa kayak', all partners on board need to fully understand the end result, pace and capabilities to get there. Spa planning and promoting involves a solid partnership of experience, creativity, new ideas and defined goals. READ MORE

"Are product upgrades and renovations really needed during hard economic times?" - That's a question I used to get asked a lot. But, as always, things change-and, obviously, not for the better, at least economically speaking these days. And so the question has changed. In these almost unprecedented hard economic times, the question isn't so much whether a renovation is needed-rather, it's whether a renovation is, first, viable and, second, whether it's a smart thing to do. This is a question you absolutely must ask yourself, especially in this incredibly tough financial environment. As for the answer. well, here's what I think. READ MORE

Sticks and Stones may break my bones but words will never hurt me…unless the words hurt my experience and make me mad! The first part of this classic phrase, usually introduced to young children, teaches us to be tough and not easily offended by what others say. However, using or choosing the wrong words or even a single word in communicating with any guest, customer or client can disrupt service delivery, even though the intentions may be good. READ MORE

So often I hear from my colleagues in the hospitality industry, what is the value proposition in owning a timeshare. The question is raised on both sides of the coin. What is the value in it for the timeshare owner and what is the value in it for the developer and/or manager of a timeshare resort. READ MORE

As cardholder data breaches at hotels occur with increasing frequency, it is more important than ever to take precautions to keep your hotel and guests secure. First, become familiar with threats to card data security - and the consequences of a compromise. Next, learn the requirements for Payment Card Industry compliance put in place to help protect cardholder data. Finally, apply these requirements by taking steps to alleviate some of the confusion surrounding PCI compliance. READ MORE

Many employees want to know if there will be periodic reviews and/or evaluations of their performances. Even if they don't ask about them in the interview process, you should mention them. Then you have to live up to your statement and conduct regular evaluations. What it does is convey the message that you run a professional organization and you expect them to have the same professional attitude about their careers. If staff presents themselves as professionals, then it's highly probably that their customers will see and treat them as professionals. You must start the professional image at the interview stage and hold them accountable thereafter. READ MORE

In trainings across the country, the resounding theme among long-term servers is quality benefits and bonuses. Bonuses are usually tied to sales and productivity, which translates to higher check averages. These days, without fringe benefits like health care and 401ks, employers have to get creative with ways to keep staff interested and motivated. At the same time, they have to keep their own bottom line a priority for survival! This dilemma can become an opportunity for you, the employer, to motivate your staff in new and creative ways. READ MORE

In the restaurant business we like to say we know how important the Hosts and Bus People are, yet we seem to push them aside when it comes to training and menu knowledge. They aren't the ones who have the most contact with your guests; therefore, they don't need to be trained as extensively as your wait staff. If we think about that, we might realize that they do spend quite a bit of time with our guests - all of them. They are always visible; they're the people guests beckon to get their server to their table and they don't usually know much about the menu! READ MORE

Some might sum up the "art of listening" in two simple words: SHUT UP! While I think that is definitely a major part of listening, I think it is only part of the art when serving guests in a restaurant. Servers must listen not only to what guests are saying, they must also listen to what guests are not saying. Servers have to know what questions to ask in order to find out how to best serve their guests. READ MORE

If you want to know how to use OTCs to your advantage take a close hard look at your own website. Once you understand that the combination of your website and the customer service you provide cannot be matched by OTCs you will have the tools necessary to implement marketing strategies to reach the lucrative family travel market effectively and actually use the OTCs to your advantage. READ MORE

Last year one of the articles I wrote for Hotel Executive was titled "Designing the Perfect Family Package". In the article I wrote about the importance of the relationship between the hotel concierge and very young guests. Hyatt Hotels and Resorts listened and in early December 2008, established an on-site Kids Concierge program for families traveling with children. As you read my article ask yourself if you are implementing the strategies necessary to send a strong message "Families Welcome!" If you are not, it is time to get started. If you are, keep it up and you will continue to be rewarded with a healthy share of the lucrative family travel business. READ MORE

Without guests, hotels would not exist. So, in order to attract and keep family travelers, you must listen to your guests and provide excellent customer service. As you read this article ask yourself if you are implementing these strategies in your day-to-day operations. If not, post the chart at the end of the article and get started. If you are already implementing these strategies - keep it up. Although I suspect you are far ahead of your competitors in the area of attracting and retaining family travel business, there is always room for improvement. READ MORE

As market conditions continue to improve in our industry hotels have to work harder than ever to attract families to their properties. Marketing departments must take initiatives to reach out to families to create one-of-a-kind experiences for them. It is the creation of these experiences that will lead to unique brand stories and attract families to your property. Now is time to challenge your marketing department to take initiatives to create one-of-a-kind experiences for families. READ MORE

When guests walk into your lobby, what do they see? Gorgeous, sparkling marble floors, perfectly arranged florals, and smiling front desk associates? But when they round the corner to grab a bottle of water or a Diet Coke from your lobby shop - is that same experience carried into the Market, Pantry or Gift Shop? Many hotels have perfected their lobbies highly right down to the streak free glass doors, but the Market - where guests actually shop for food and hygiene products - looks like a complete afterthought with haphazard merchandising, empty shelves ,and an overall failure to either encourage a sale or meet guest needs. READ MORE