Ode To Bev Oda

Ode To Bev Oda

When comparing Canadian politics to our counterparts south of the border, we come up pretty short in terms of excitement. Let’s face it, Canadians are a pretty boring lot in this regard. Yet, from time to time, a hum dinger makes the airwaves. This week, one such missive hit the newsstands, tying with it one(…)




Everyone Loves Pizza: Easy Innovation in the Kitchen

Everyone Loves Pizza: Easy Innovation in the Kitchen

Your in-house restaurant acts as a beacon for guests looking to unwind with a fresh meal close to home base, thus improving the overall quality of their stay. This is common knowledge. But recently what I’ve found is a trend towards standardization of onsite eateries. Every hotel restaurant I visit seems to offer the same(…)




In Search of Hotel Excellence: Four Seasons Hotel Hong Kong with William MacKay

In Search of Hotel Excellence: Four Seasons Hotel Hong Kong with William MacKay

It’s not everyday that you get an opportunity to speak to the general manager of one of the world’s finest hotels. The Four Seasons Hong Kong is one such property, and William MacKay is not only the General Manager, but as well, the Regional Vice President for several Four Seasons properties. I had the opportunity(…)




Ten Questions For A Solid Website Foundation

Ten Questions For A Solid Website Foundation

When we reached the 100 mark, we stopped counting the number of websites we had already built. Regardless of the size of your property, its star ranking, location or feature set, the development of any successful site is based upon your ability to provide appropriate input to your web design team. I imagine that your(…)




A Sense of Arrival – Quick Ways to Improve Your Guest Welcome

A Sense of Arrival – Quick Ways to Improve Your Guest Welcome

Over the past 35 years of business travel, I’ve checked into around 500 different hotels. You would think that by now the process would be fairly boring and routine. Yet, with each trip there comes a moment of anticipation and excitement as my eyes breath in the exceptional features and layout of each new setting.(…)




Should You Have Your Own In-House Social Media Manager?

Should You Have Your Own In-House Social Media Manager?

The integration of social media into your website has become paramount for enhancing organic SEO. But beyond that it is often difficult for social media activities to be directly quantified into a specific return on investment. And without a measurable return, how do you rationalize the direct labor cost in hiring an in-house social media(…)




Hyatt Andaz: A Unique Branding Opportunity

Hyatt Andaz: A Unique Branding Opportunity

Let me start by saying that I am a big fan of Hyatt. If a Four Seasons (my top choice) is not available, I’ll opt for a Hyatt product. Park Hyatt, Grand Hyatt and Hyatt Regency properties are comfortable, with friendly staff, excellent service levels and high-quality furnishings. Please don’t ask me to tell you(…)




Hotels are from Mars, Resorts are from Venus

Hotels are from Mars, Resorts are from Venus

My dear wife was reading John Gray’s 1993 classic book “Men are from Mars, Women are from Venus (you know the one, the bestseller, with 7 million or more copies in print), and it got me wondering: Are hotels and resorts different? Just think about it. They truly are. Yet, for some strange reason we(…)




Is Pinterest a Winner or a Sinner for Hotels?

Is Pinterest a Winner or a Sinner for Hotels?

Late last year, I was made aware of one of the newest and most interesting social media sites – Pinterest – and I was far from alone in this regard.  Pinterest now holds the record for crossing the coveted 10-million-unique-visitors-per-month statistic, completed in November 2011, the fastest stand-alone website to do so in the history(…)




Is it okay to fire a guest?

Is it okay to fire a guest?

Hoteliers are bound by the code of customer service. Like doctors who take the Hippocratic Oath, hoteliers are sworn to uphold the safety, comfort and needs of their guests, treating them as if they were friends invited into their home. I’ve experienced this level of customer respect, going above and beyond the call of duty.(…)




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