We start hearing the message even as young children, "Think positive”! When entering into school, or a sport, or a contest, our parents continuously tell us, “think for the best!” Unfortunately as we get older life gets in the way and we cannot always hold such words true. Many times it's easier to point out the negative then realize or even try to obtain the good in every situation. If you adopt an attitude that starts off seeing the best possible outcome, you teach your mind to expect success, growth and favorable results. READ MORE

As Peter Drucker once said, "Marketing … is the whole business seen from the point of view of its final result, that is, from the customer's point of view. Concern and responsibility for marketing must, therefore, permeate all areas of the enterprise." While viewed most often as a necessary evil, guest recovery, when done correctly, is an additional opportunity to build loyalty. True service recovery is defined as "... a situation in which a consumer has experienced a problem which has been satisfactory resolved, and where the consumer subsequently rates their satisfaction to be equal to or greater than that in which no problem had occurred." In today's highly competitive marketplace, having an authentic recovery interaction is paramount as guests' expectations continue to evolve. READ MORE

In the ever growing hospitality industry, first impressions are critical for establishing and maintaining a competitive edge. Each property has its own unique twists and turns that can be used to create an appealing look and feel for the property. In this article I look at how every landscape can be used to create an attractive space that transports guests to a different place, whether you want to create small, intimate spaces, highlight a particular feature, or maximize a difficult-to-tame sloping property. READ MORE

Most revenue management experts agree that in order to continue to drive revenue and profits in a changing marketplace, the hotel revenue management discipline must evolve from revenue management to price optimization. As hotels make this important shift, it is crucial that executives understand what price optimization is, how it relates to revenue management, and what advantages will be gained from this approach. In this article, I'll briefly describe how pricing in hospitality and travel has evolved over the past few decades, then I'll define price optimization and describe why it is important for hotels to leverage this approach. READ MORE

In today's culture it is easy to become far removed from Earth's natural elements. With a fast-paced society and high tech gadgets, we tend to make time for everyone and everything but ourselves which causes an increased risk for illness and a more stressful lifestyle. With the expansion of the wellness movement in hotels and spas, earthing emerges as one of the new spa trends. READ MORE