Earning LEED Gold certification from the U.S. Green Building Council (USGBC) in February 2011 was a huge milestone for the InterContinental San Francisco. We spent more than three years working towards this goal by making changes to how we operated our 550-room property while maintaining a luxury experience for our staff and guests. Throughout the process, we learned a lot about how to make our environment sustainable and energy efficient - from purchasing green power to connecting directly with local farmers to source product for our Michelin star Luce restaurant. READ MORE

Is your next purchase a "must have" or is it a "nice-to-have" splurge? That's often a psychological struggle - as well as a financial one - whether we're ordering a restaurant dinner or buying a new car. "Need" versus "want" is also the dilemma at the core of discussions currently underway in the hotel industry, as franchisors issue mandates to renovate properties and franchisees find ways of funding these upgrades in today's economic environment. My column examines this debate - and offers some potential solutions. READ MORE

The role of sommelier is regularly misinterpreted, and far too often undervalued. This results in needless losses to establishments. More than just a wine expert, the sommelier is wine list tactician, professional salesperson, educator, and sales manager. The best of them move seamlessly between these roles - generating revenue, increasing profits, and building diner loyalty. They should be highly valued for what they bring to the business. When the sommelier's contribution is overlooked or taken for granted by management, you can be sure the bar is being set too low - with huge hidden costs to the establishment. READ MORE

More and more hotels are moving toward a customer-centric model. Increasingly it is less about what we, as hoteliers, think we should provide and more about serving up experiences, service and programs based on our customers' lifestyles, preferences and needs. While Denihan Hospitality Group, the parent company of Affinia hotels, has built its foundation on a unique, guest-centric approach for 50 years, my role as Chief Comfort Officer for the Affinia brand was created to take it to the next level. This article covers customer-centric practices outside your hotel in the social and digital media space. READ MORE

Today, travel supports about 14.4 million American jobs and $1.9 trillion in economic output, according to the U.S. Travel Association6. So, the demand to keep travelers coming to U.S. cities remains vital to the country's economic growth and health, and there has never been a better time to tap into the international sector to keep travel rates high and increase the marketability of hospitality companies. International travel has always been important but the way that companies position themselves toward this sector is evolving. Hospitality companies and educators need to embrace these trends and make appropriate changes to best accommodate these travelers and provide best-in-class customer service. READ MORE