Much has been written and said about hotels becoming more focused on the customer experience. And in fact, this is not unique to the hotel sector. Creating unique customer experiences is one of a handful of topics that seem to be presented as a kind of panacea for fixing whatever we think might be wrong with whichever industry we might be thinking about at the moment. But is customer experience all it's cracked up to be? Is getting the experience right the right answer? David Allison from Valuegraphics reveals some truths behind the importance of customer experience, and some surprising facts. READ MORE

Spas were once seen as simply an amenity in a hotel. However, as the annual growth in RevPAR slows, it is more important than ever for other divisions, such as spa, to maximize their profit potential. According to the 2018 Spa Industry Study by the International Spa Association (ISPA), nearly one third of resort and hotel spas operated with a profit percentage of 25% or higher. The global wellness market is valued at $4.2 trillion (and growing), so the demand is evident. Benchmarking and a keen understanding of the spa's key performance indicators (KPIs) can dramatically improve these business results. READ MORE

Red Roof is catering to a new subset of travelers who are road-tripping across the country to attend, compete in, or experience their favorite passions first-hand, 'The Passionists'. These growing and diverse communities are the convention, conference and event travelers who are avid gaming geeks, compete in obstacle course races, follow cornhole contests, and dress up in cosplay, among many other hobbies and interests. It's all passion all the time. Marina MacDonald, Chief Marketing Officer, Red Roof explains why the brand has plugged into this growing segment of travelers, particularly courting comic book aficionados and Cornhole players but also opening their arms to Passionists everywhere. READ MORE

Is it time to start preparing for an upcoming recession? In January 2018, the NYC Restaurant Personnel index read 0.50%, with the Recession indices not evidencing much rising risk of recession. Since May 2018, the NYC Restaurant Personnel index, continuing its decline has remained in negative territory. In this article we review recent U.S. Treasury yield curve flattening and inversion compared to prior UST inversions as one harbinger of potential economic weakness, and compare that to a simpler metric of changes in full-service restaurant personnel in New York City and its own coincident indication of broader economic strength or weakness. READ MORE

Hotel brand designers, developers and owner/operators focus attention on the guest experience throughout the hotel – everything is directed toward creating a delightful and memorable guest experience. One often overlooked area is the lobby food experience – whether at the bar, fast casual restaurant or retail store. With the increasing focus on social and communal aspects and occasions of the guest stay, food is becoming a center point. When the lobby includes food merchandising and is thoughtfully integrated into the hotel and lobby experience it becomes is a surprisingly meaningful contributor to memorable guest stays and return visits. READ MORE