The title and article focuses on suggestions which educates the reader on how one truly can demonstrate to the target segments which they invest their marketing dollars in, the level of hospitality and service so they can increase their chances of retaining them as a long term client and/or guest. Evidence of how important hospitality focused service is fundamental in a competitive way, ensuring customer retention and increased bottom line performance, as well as improved return on investment, has been in discussion by several hospitality brands lately. READ MORE

In 2009, the Americans with Disabilities Act Amendments went into effect providing greater protections against employment discrimination for over 54 million Americans with disabilities. Demographics indicate a growing impact on employers. The U.S. Census Bureau estimates that 10 percent of people 18 to 64 years of age and 38 percent of adults 65 years and older have a disability. Additionally from 2008 until 2012, the Equal Employment Opportunity Commission reported an increase in total ADA monetary awards from $57.2 million to $103.4 million. It is important for employers to know and comply with their obligations under the ADAAA. READ MORE

Establishing your hospitality brand on social media platforms isn't difficult. However, once there, many brands act as if the job is done. But that isn't the case--far from it! (cue The Carpenters' We've Only Just Begun...). The key is leveraging your social media activity into a stronger brand, greater customer loyalty, more reservations, longer stays, and higher revenues. This article examines 7 proven tactics from e-commerce and online marketers that will turn your social media presence into social media profit. READ MORE

There are multiple indexes around customer experience and in each one there are winners and losers. ACSI says customer satisfaction is improving. JD Power says it's declining. Market Metrix announces quarterly winners of their study. TripAdvisor says something else and so on. There are no clear winners since in each measure the rankings change. Does it matter? Beyond marketing, what value can we, as hotel and brand operators, glean from these indexes? With customers more jaded and armed with information never available before, how do we assimilate ratings, reviews and everything in between? READ MORE

With childhood obesity rates on the rise, and Americans spending an increasing amount of their food budget at lodging establishments, Hyatt Hotels & Resorts, which launched an industry-leading philosophy “Food. Thoughtfully Sourced. Carefully Served” in 2011, has broadened its approach to healthy eating by rolling out a new “For Kids, By Kids,” menu. What makes the menu particularly groundbreaking is that Hyatt asked kids, including 12-year old Haile Thomas, an accomplished healthy eating activist, what they'd like to see on menus designed for them READ MORE