More on the R Word

More on the R Word

Several months ago, I published a brief article with my doting thoughts on retirement. To my surprise, it was an exceptionally popular post, so I’ve decided to move forward with a sequel of sorts. It seems as if this topic is a bit touchy. I imagine that for many readers – early boomers such as myself –(…)




What’s the Buzz About Sliders

What’s the Buzz About Sliders

Half a year ago, I doted on the remarkable upswing in creative interpretations of the Western staple cuisine – the burger. Over the past decade, we’ve witnessed this dish go from an ordinary menu item at any old greasy spoon or fast food location to a carte blanche for artisanal combinations of premium toppings and high(…)




In Vino Veritas, Part X: Cheese Tastings

In Vino Veritas, Part X: Cheese Tastings

Cheese is often thought of as the lowly second-tier cousin to wine even though the two go hand-in-hand across the globe for fancy soirees. Take a closer look and you’ll see the craft and sophistication behind these semisolid dairy products goes just as deep as their alcoholic pairings. My appreciation for cheeses was sparked a(…)




A Ratings Evolution Beyond Tripadvisor

A Ratings Evolution Beyond Tripadvisor

I wish to bloviate on a particular issue that concerns a client of mine and its organizational needs in the online space. This client owns two franchise properties located within a few miles of each other, one a Hilton Garden Inn (HGI) and the other a Hilton resort. Ergo, this unique situation lets us draw(…)




A Review of the Guest Survey Tool, GuestInsight

A Review of the Guest Survey Tool, GuestInsight

How do you manage your electronic guest feedback? What’s your response rate? How do you interpret the answers? How do you translate numerical ratings into a targeted call to action? Or, do you disregard your own customer feedback model and opt to trust solely in the third-party deities of TripAdvisor, Travelocity and their ilk? All(…)




Ten Most Common Hotel Marketing Mistakes

Ten Most Common Hotel Marketing Mistakes

Marketing dollars are precious and scarce. No one wants to pilfer resources away towards programs that fail to deliver a solid return on investment. As a general manager, here are ten thoughts to keep in mind as your hotel marketing team prepares to execute this year’s plan. 1. You can’t measure everything. As a consultant, after presenting(…)




Reminiscing about Sedona

Reminiscing about Sedona

Towering red rock mesas glimmering under a beating desert sun, a silence only pierced by the squawk of far-off falcons and the scrunch of tumbleweed, crystal-clear air that soothes any sinus and more than 372 mi (600 km) of mountainous trails. The location? Sedona, Arizona, a short drive north of Phoenix and the perfect vacation(…)




Social Media Marketing in China for Hotels

Social Media Marketing in China for Hotels

The world’s most populous country and the second largest economy as of this writing, China is exceedingly difficult to ignore. To many Westerners, the nation is still largely a mystery and widely misunderstood behind antiquated perceptions of their government, censorship laws, outsourcing and many others. For hoteliers, all this can perplex to the point of(…)




Ambient scent marketing activates olfactory

Ambient scent marketing activates olfactory

When it comes to depicting a hotel experience, our lexicon usually describes a journey primarily of sights—soothing room ambience, extravagant lobby décor and so on—with glossy, high-resolution photographs as worthy complements. Next on the list is sound, portrayed as crashing ocean waves, birds chirping peacefully at a bucolic resort, or for urbanites, a quiet space fit(…)




Privacy When They Want It, Service When They Need It

Privacy When They Want It, Service When They Need It

When was the last time you had to ‘hunt down’ a server in a retail store, a restaurant or other service environment? Yesterday, last week, last month? Consider a guest while on vacation or after a day of meetings. Suppose this guest decides to relax near the pool or perhaps at the hotel’s secluded patio(…)




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