Your Competition is Your Inspiration

Your Competition is Your Inspiration

Everyone makes New Year’s resolutions. They’re fun, a promise for change, if not almost rigueur to our society. But with summer winding down, perhaps there’s time to holistically reevaluate on a seasonal basis. September is the back to school month; ergo autumn resolutions make total sense. After all, real change happens in baby steps and(…)




‘Hotel Hell’ lessons learned, part two

‘Hotel Hell’ lessons learned, part two

Early last week, Fox debuted a new reality television series called ‘Hotel Hell’ following Gordon Ramsay as he investigates mismanaged properties then offers his two cents. Having watched the first half of the pilot episode, I scribed a ‘Lessons Learned’ piece to help clue hoteliers into this new show. Read it here. One week later,(…)




In Vino Veritas: Part IV – Dessert Wines

In Vino Veritas: Part IV – Dessert Wines

I’m quite privileged to live in Toronto, which happens to be just over an hour’s drive from Niagara-on-the-Lake, one of only a few well-known, wine-producing regions in Canada. Although not nearly as prestigious as other APAs in California or France, Niagara is recognized as a world leader when it comes to ice wines – a(…)




Choosing a Hotel Brand is Dominated by Emotion – Part II

Choosing a Hotel Brand is Dominated by Emotion – Part II

Just over two months ago, I wrote a summary report on an important study conducted by Protean Strategies (www.proteanstrategies.com) in conjunction with the research firm Hotspex (www.hotspex.biz). The topic was how emotions influence hotel bookings. The results were both profound and anything but obvious. Read the original article here. In order to fully clarify some(…)




On Hold? Give Us A Break!

On Hold? Give Us A Break!

You know the situation. You call a restaurant or a hotel and are immediately put on hold, often before you get an opportunity to speak to an operator. Annoying at best, but quite understandable given the peaks and valleys in call rate and recognizing that telephone staff has its limits. nc title loans But hoteliers(…)




Hoteliers are Guilty Until Proven Innocent

Hoteliers are Guilty Until Proven Innocent

This is an actual case, one that I believe underscores a fundamental flaw in our current social media environment. their credit record A relatively new property has an on-going dispute with a neighbor. The dispute has nothing to do with the operation of the property, but rather the concern that the property will cause a(…)




Have Location-Based Social Media Stalled?

Have Location-Based Social Media Stalled?

I first wrote over a year and a half ago on how hoteliers could use Foursquare, a network experiencing exponential growth at the time. As a rising star, it was critical that hoteliers know the playing field and be ready to anticipate marketing tactics for this new channel. A lot has happened in the online(…)




Rethinking the Concierge via Specialization

Rethinking the Concierge via Specialization

Anyone who’s taken introductory economics knows the term ‘specialization of labor’ and its financially beneficial implications. As possibly the most celebrated example, Henry Ford put this principle to good use when assembling his automotive manufacturing line. Indeed, specialization and innovation go hand in hand, but you could write a whole book on that! Recent Concierge(…)




What’s Most Important in a Travel Tablet App?

What’s Most Important in a Travel Tablet App?

I’ve known Daniel Brody for going on 15 years now, all the way back to his time as a tech guru at Radio Beacon, a warehouse management software company acquired by Accellos Inc. in 2006. Just a few weeks ago, he showed up at my office unannounced and shoved an iPad in my face. Brusque,(…)




Marketing is Dead – A Rebuttal

Marketing is Dead – A Rebuttal

Earlier this week, ehotelier published a very poignant article by Bill Lee entitled “Marketing is Dead.” Find the article here: http://ehotelier.com/hospitality-news/item.php?id=P23835_0_11_0_C In all likelihood the title was engineered not as an absolute statement of fact but rather a tool to spark debate. And debate we shall! While it’s quite egregious to say outright that traditional marketing(…)




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