The ability to provide a rich selection of goods and services for potential customers has aided the rapid growth of peer-to-peer platforms. Airbnb, one of the most successful of these, defines itself as “a social website that connects people who have space to share with those who are looking for a place to stay." Because of its rapid growth and popularity since Airbnb's launch in 2008, hotel industry leaders worldwide have been attempting to answer the Airbnb challenge. With each discussion comes a variety of responses and platforms, some accusing Airbnb of unlawful practices and others praising Airbnb for its innovative platform. READ MORE

As an American working with colleagues in other parts of the world, nuances about collaboration in the business is key. This takes experience, savvy and know-how. Hotel investment decisions, opportunities in the Middle East and opportunities for those from the Middle East looking elsewhere are shared from the eyes and insights of a seasoned hotelier and hospitality-focused financial advisor. READ MORE

When guest satisfaction scores started to slip in Steamboat Springs, Colorado, the town made an unprecedented move by offering customer service training to every single resident in town. The program, initially involving four four-hour sessions over the space of a month, taught the very latest in customer service culture using many Disney examples of 'going the extra mile.' This article takes a closer look at this initiative and focuses on how service providers in Steamboat both benefited from, and built on this initiative to exceed guest expectations. READ MORE

If you are in hospitality, you already understand the value of what The Ritz-Carlton calls, “surprise and delight,” and other companies call, “the wow factor.” Countless hours of training have been delivered explaining that “wowing” a customer is about exceeding expectations in small and large ways. But what is often overlooked as companies push harder and harder to get to the “wow” are two fundamentals: hiring and supporting employees who have what I call “optimal service awareness,” and truly understanding their customers collectively and individually. If we focus here first, all our other efforts will more naturally fall into place. READ MORE

Inspired! Refreshed! Rejuvenated! That is exactly how I felt after a recent stay at the Grand Hotel, Point Clear, Resort and Spa. This incredible property has been around since 1847. It has an exquisite history, full of tradition, elegance, and grace. What I experienced has been part of family traditions for weddings, anniversaries, and other special occasions and memories for over 150 years! Travelers are ready for automated services. This is great news... it means that hotels can concentrate and invest in team members who are guest-centric, being experience co-creators with guests. The question is, "Is your hotel ready for it?" READ MORE