I am always perplexed when a hotel sales person that has just called and introduced themselves to me tells me that their boss requires them to call everyone that sends a lead to their hotel so they can ask questions and have a relationship. To me a relationship is something that is built over time and doesn't just occur because of one exchange, interaction or sale. Is this what hotel sales has really become? Make a phone call and say you have a relationship and the deal is done? READ MORE

Human and sex trafficking, otherwise known as modern day slavery, is still the fastest growing crime industry in the world. This type of exploitation in the workforce may not be at the forefront of every hotel executive's mind, but it needs to be considering hotels are the third most common venue for sex trafficking.While Corporate Social Responsibility (CSR) progresses into the proverbial “business as usual” category thanks to the adoption of such legislative mandates from a number of countries, these laws do not specifically target human trafficking. These national CSR mandates can be seen as precursors to what California, and now the UK, have implemented to combat the 150 billion dollar forced labor industry. READ MORE

Insurance is one of the most vital elements in any risk management program. Due to the many potential liability and property incidents your hotel can face on a daily basis, insurance can help protect your business from physical and financial loss. With such a high degree of importance placed on your policy, it only makes sense to take a close look at the broker presenting it. Are you trusting the protection of your business to the right professional? READ MORE

In today's hospitality industry we work with a broader age range of individuals—leadership, staff and guests—than perhaps ever before. It's not uncommon for a freshly trained 20-year-old employee at a hotel property to serve a guest in his or her late 80s or even 90s. At the reverse spectrum, staff members in their 60s or beyond may be called upon to “hold the door” for a 25-year-old entrepreneur walking in with only a shoulder pack.Nor surprisingly, each generation or demographic group comes to those encounters with differing levels of experiences, skill sets and expectations. In this article, we consider the impact of generational change on our hospitality organizations. Generalizations are just that and so require care in their making but we will be considering some issues or trends that are definitely influenced by age. READ MORE

Companies like Priceline and Expedia have become even more powerful as a result of strategic acquisitions of smaller regional players. A recent report by HVS Consulting found that Priceline now controls 62 percent of the European market. Expedia holds 70 percent of the US market. The result? While OTAs offer a number of advantages to hoteliers including a wide, multi-national reach and big marketing budgets, commission rates of 15 to 30 percent are a heavy burden on hotel profit margins. OTA commissions could also go higher as larger companies acquire smaller regional competitors. Less competition amongst OTAs means fewer choices for hoteliers looking for OTA partners. READ MORE