Some customers are digital natives, inclined to do everything on their phones, including their interactions with hotels, e.g., selecting a hotel, booking a room, setting up their customer account, texting the hotel before arrival, and using their smartphone as a key. However, there is also a group of consumers who would choose a hotel based on a billboard advertising or a printed catalog, who would call the hotel to make a reservation, and would ask to cut a key for them upon arrival. Therefore, hotels need to manage their efforts of technology adoption in such a way to serve the whole spectrum of customer groups. READ MORE

Mobile technology has existed since the 80s, but it was not until late 2000s that it reached the mainstream consumer. Since then, mobile technology has become much smarter, drastically changing the way consumers use it on a daily-basis and reshaping the way they search and make purchase decisions. From eCommerce to the sharing economy, from Facebook to TikTok, and from texting to virtual assistance, mobile technology has reframed the world consumers inhabit. The next evolution of mobile technology is capable of changing our immediate surroundings with applications that offer interactive and immersive experiences that merge real-life and virtual worlds. It is time that the hotel industry start exploring these applications, that is, Augmented Reality (AR) technology. READ MORE

Error recovery performance is defined as the extent to which employees believe they are capable and willing to handle, manage, and resolve mistakes or failures effectively after they have occurred. Investigating how employees manage errors is critical since effective recovery performance can have influence on important outcomes including customer satisfaction, attitudes of employees and coworkers, and effectiveness of teams, departments, and the overall firm. An instrument is provided to measure error recovery performance of employees. Finally, suggestions are provided to managers to improve the recovery capabilities of hospitality employees. READ MORE

Currently, thirty-three states and the District of Columbia have passed laws legalizing marijuana in some form. Many other states are projected to follow suit. Under federal law, however, marijuana remains illegal as a Schedule I drug pursuant to the Controlled Substances Act. The ever-changing landscape on legalized marijuana makes it difficult for hotel employers to comply with both state and federal law and caused many to question whether their policies and practices should be revised. This article discusses the potential pros and cons of including marijuana in a zero tolerance alcohol and drug policy. READ MORE

From travelers to renters, modern consumers are in search of accommodation that provides the convenience, connection and customization of a "live-work-play" environment. Research shows that this lifestyle and desire for an all-inclusive experience is longer a trend but an expectation. While shaking up many industries, this concept is already transforming multifamily communities nationwide and developers are responding with designs infused with mixed-use design strategies, elements and spaces. The result: innovative and flexible designs that not only attract and boost consumers' experience but deliver optimal return on investment for multifamily owners and hoteliers alike. READ MORE