Steeped in myth and legend, the ancient springs at Ojo Caliente Mineral Springs Resort & Spa, 60 miles north of Santa Fe in Ojo Caliente, New Mexico, have been a gathering place and source of healing for thousands of years. The use of the waters can be traced back to the earliest human migrations in the region, when ancestors of today's Tewa tribes built large pueblos and terraced gardens overlooking the springs. Now, ruins of these ancient cities are marked by the shadows of walls and a sprinkling of potsherds. READ MORE

Green initiatives have become widespread across the hospitality market, often denoted from a sign that kindly asks guests to reuse your towels or use less water. These are small steps that hotels can take, but new technologies are making large-scale sustainability programs possible. This next wave is about more than material conservation; now the whole building is starting to get smarter through design, automation systems, sensor technologies and a fully integrated guest experience. One of the first aspects that hotels consider when going green is the materials for the decor as part of the branding and custom experience. READ MORE

The United Nations designated 2017 as the International Year of Sustainable Tourism for Development to support a change in policies, business practices and consumer behavior towards a more sustainable tourism sector. But how will those of us whose purpose it is to innovate and drive change in corporate social responsibility affect change among consumer behavior? It is not enough to just implement policies and practices. Communicating our actions to guests is the key to inspiring change in everyday behaviors. The United Nations designation provides a platform to communicate the great programs and initiatives happening all over the world, especially within sustainable sourcing. READ MORE

Travel industry marketers are setting their sites on the customer, following in the steps of other industries such as retail and using digital platforms to strategically target and message across the customer journey. The advances in customer experience we see today are the result of platform and technology availability. Knowing customers like to be treated as individuals is not a new concept in customer service. Not long ago personalized treatment was reserved for face-to-face conversations and luxury experiences. Digital has evolved, but the concept remains the same. READ MORE

Whether it's a conference center, a local restaurant or a leading international hotel, customer experience management needs to be in play and top of mind for business leaders, the hospitality industry and their teams. Each touchpoint, each point of customer contact will contribute to a comprehensive series of events that will yield the final experience impression. Leaders must understand where any one experience begins and where it ends. They must understand all the spheres of influence on those beginnings, endings and everything in between. They must understand that everyone on their team will or will not impact emotional connections in a positive, negative or indifferent way. READ MORE