This article addresses general and hotel specific business continuity management program basics including senior management buy-in, program initiation, risk assessment, Business Impact Analysis (BIA), prevention, mitigation and recovery strategies as supported in a business continuity plan. The article also differentiates between a private sector business continuity program and public sector Continuity of Operations (COOP) program. Additionally, this article discusses other critical business continuity management program components such as awareness, training, testing, ongoing program management and the importance of employee and family preparedness. READ MORE

It seems that every year since the launch of the first iPhone back in 2007 marketers, technologists, futurists and erstwhile prognosticators have been calling the year that follows, “The Year of Mobile,” or variations thereof. While the mantra may have worn thin, the meaning behind those words is no less relevant as we head into 2013. READ MORE

For a hotel, the “end game” of practical, applied technology is a 360° view of guests' needs, preferences, and behavior. The goal is to be in sync with guests, anticipating their desires, responding with personalized service, and forging bigger, better relationships. When both guests and staff are empowered with data-rich technology, a hotel can promote the brand, build guest loyalty, and increase revenue. The good news: the technology is ready to go. The first step? The will to innovate. Isn't it time to wake up to the possibilities? READ MORE

Mobile measures and key performance indicators (KPIs) - “mobile metrics” - are the basis for hoteliers to take decisions for adjusting and proving mobile strategy. Mobile phones are expected to surpass PCs for Internet access in about 2 years' time from now. Corporate offices of hotel chains and revenue managers and GMs on hotel level must be aware of benchmarks for conversion rates, traffic and devices being used by guests while competing with indirect 3rd party distribution channels for the fastest growing “channel” that is mobile. Selling opportunities provided via mobile devices must be carefully analyzed. Last-minute deals require thorough evaluation so that pricing strategies are not jeopardized. READ MORE

Largely a result of the proliferation of smartphones, many appraisals and anecdotes of a guest's experiences at a hotel are now being published online in real-time - that is, as events are occurring or soon thereafter. To properly coordinate management efforts towards this new pedigree of reviews requires a new level of tact and alacrity for measurable success. READ MORE