A hotel without its employees is nothing more than a building with beds,” states Niki Leondakis, president and COO of Kimpton Hotels. That's why it's so critical to retain the employees who make your guests feel like they have come home. Here's what you can do to make a lasting connection with those who matter - your employees. READ MORE

As consumers, we encounter hundreds of brands every day. Every car that we see driving down the street, every cup of to-go coffee, every pair of jeans and of course, every TV advertisement that we see floods our brains with ideas/impressions about each company/product/service, based upon the visual aspects of the brand. Your company's brand is what helps potential customers remember you - even though they are exposed to thousands of competing marketing messages every day - so it better be a good one. This article examines the necessary steps to successfully develop and implement a hospitality brand. READ MORE

The newest generation in the workplace, the Millennials, continues to shake up the hospitality industry as companies struggle to communicate with them or help them communicate with the older generations. For the first time in history we have four generations of employees and five generations of customers. Has your organization updated its approach to deal with this new reality or are your people getting stuck in old stereotypes? The five step process will show you how to lead your team or organization through generational sticking points using communication differences as an example. READ MORE

What to my wondering eyes should appear, but a giant imbedded computer screen across which the concierge and I could peer. Chef Concierge Eduardo Rosello, stepped around to my side of the desk, and stood next to me. That's when he brought out his finger…and touched the sleek desk and computer screen. He swirled his finger around a few places and absolutely delighted me with what he could do. It was personal, exciting, even intimate yet also professional and interactive. It was a completely new experience for getting information and resources from the concierge and added a whole new level of engagement for both guest and employee. READ MORE

Effective employee engagement is crucially considered a key strength and critical business driver for organizational success. Getting employee-organization connectivity right can dramatically transform poor productivity and overall profitability. Research indicates that taking a strategic view of employee engagement within organizational culture, can lead to higher employee attainment across performance and commitment to company goals. However, employee engagement should not be considered in isolation and must take into account the pervading hospitality industry challenge of employee retention and the need for effective management of talent. This case looks at the link between employee engagement and retention of talent at The National Piping Centre, Glasgow Scotland. It examines how management support and encourage talent as well as facilitation of work-life balance to enhance employee contribution, the psychological contract of employment and ultimately talent connection to the hospitality organization. READ MORE