The desired outcome for any hotel is maximum occupancy and ADR, smooth operations, productive and motivated staff, and realistic return on investment. However, all this is dependent on having a continuing stream of guests pass through our doors and keeping them satisfied, so that they come back in the future and recommend us to others. But how do we achieve the guest satisfaction needed to achieve those goals? This article considers some basics: what are the imperatives of genuine customer satisfaction and how might we achieve them. READ MORE

In today's crowded marketing landscape, it is easy to overlook everyday interactions and not view them as opportunities for marketing. The mutually beneficial relationships you build with industry, business and community associates can be a profitable endeavor that generates goodwill and fills rooms. It's time to bring these traditional cross-promotional partnerships back to the forefront of our marketing strategies. The three key types of partnerships for lasting success- industry, business, and community partnerships- should be at the center of your marketing plan. By engaging and supporting your partners, you too can bring in additional guests and affect your bottom line. READ MORE

The plethora of hotel brands and sub-brands, combined with a proliferation of independent properties, challenges hoteliers to effectively reach target audiences. This article suggests ways to identify and connect with guests on a personal level, transforming them not only into customers but brand ambassadors. Offering singular, signature experiences based in a philosophy that positions the hotel as a true friend captures the imagination of travelers, drawing them in, and bringing them back again and again. Based on nine scientifically proven drivers of friendship, this article provides examples of hotels that are doing it right, serving as an inspiration to others. READ MORE

This article reviews rising tourism and its impact on third and fourth tier cities. While major cities still make up the primary destination travel sector, tourism growth has greatly expanded into third and fourth tier destination experiences. This article examines some of the contributing factors compelling overtourism concerns, local impact and challenges with indicative strategies to balance hospitality, and wellness tourism segments. This article also reviews the importance of managing local resources, leisure appropriations and new infrastructure developments to identify opportunities for growth with well-adjusted outcomes for the future. READ MORE

In order to compete for market share in the luxury hotel world, owners and operators need to think beyond design and more about experience. What are some things hoteliers should consider in bringing a unique guest stay to life? David Ashen, president & CEO of interior design and brand consulting firm dash design, explores ways to utilize unusual and bespoke amenities – from VIP backstage experiences to tricked out gear garages -- to differentiate one hotel brand from another and more fully speak the luxury language of today's savvy traveler. READ MORE