Embedded in the travel-buying decision making process is consideration of online reviews. Led by the mother of all travel review sites - TripAdvisor - these resources provide a platform for individuals to post direct comments about their experiences in specific hotels and resorts. Smart owners and operators are embracing the major review sites, gleaning information that gives them an understanding of the guest experience - good, bad or indifferent - and serves as a barometer for answering the question: "How are we doing?" This article provides an overview of the main review sites and their influence, offering recommendations for responding to reviews. READ MORE

What are the hotels of the future? Will all the newest technology implications harm or hurt us? Jackson Thilenius of Retail Design Collaborative highlights what the future of the hotel looks like, how technology is rapidly changing our lives for the better and for the worst, and how hotels can help fill a need in the marketplace as a safe haven for consumers to “tap back in” to our true selves, senses and the wonder of life and our humanity. READ MORE

While external consumer platforms like Yelp, Trip Advisor, and other social media network channels provide transparent, experiential guest reviews, they lack the often-needed, internal scrutiny. Understanding the mix of both customer reaction and operational efficiency can expose important cracks that impact performance. This article reviews the significance and value of unbiased, comprehensive, routine spa inspections and wellness program assessments. And how incorporating systems for “routine, reaction and review” can reveal critical insights pertaining to performance gaps, risks, volume and yield. These services can also help highlight new revenue opportunities and improve creative ideology, enhance profitability and guest experiences. READ MORE

As hoteliers and resorts rethink their retail shops in more relevant modern and inspired ways, David Ashen, founder and partner of interior design and brand consulting firm dash design, looks at how some brands are complementing and enhancing the hotel experience by creating sales venues and retail markets that connect to the property's brand and the local culture, while being meaningful to the guest. READ MORE

A number of reputational and institutional concerns have cropped up that make it harder for major hotel chains to attract top tier talent at all levels. This is particularly true of high quality younger candidates, for whom the perks offered by tech companies, including free lunch, casual offices and unlimited vacation, have become a defacto expectation. This article looks at the ways that the largest hotel organizations can dispel myths, overcome hurdles, and create meaningful engagement with the employees they most want to attract. READ MORE