‘Thoughtful Foods Can Increase Meeting Productivity

‘Thoughtful Foods Can Increase Meeting Productivity

I first met Chef Murray Hall at a conference last August and he enthralled me with stories of just how much the quality of foods can affect the productivity of meetings and conferences. Since that time, I’ve kept a keen eye on my own diet and how certain foods affect both mood and energy levels.(…)




Crisis communications in the wake of the Boston Marathon tragedy

Crisis communications in the wake of the Boston Marathon tragedy

What has transpired in Boston is a tragedy of epic proportions. My immediate sympathies and condolences go out to all those affected by this unspeakable act of evil. Many nearby hotels were severely impacted by the Boston Marathon bombing. In the wake of this disaster, it is vital that you contemplate whether such a calamitous event could(…)




Back from HVS UHOF in Kiev!

Back from HVS UHOF in Kiev!

Last week, I was invited as a speaker for the HVS 2013 Ukraine & CIS Hospitality Operations Forum held at the Fairmont Grand Hotel Kyiv. The two day conference saw me lead a three hour master class discussing online marketing strategies for hotels and the emergence of experiential marketing as well as a half hour(…)




Movies set in hotels create long-term benefits

Movies set in hotels create long-term benefits

Like many other people, I’ve succumbed to the decades-in-the-making surge in TV consumption. My vices are movies and the occasional sports game. But most of the time, the TV is in the background as I blast out memos, emails and short essays on my laptop—multitasking at its finest. In fact, that’s what I’m doing right(…)




Interview with Heather McCrory, GM of Fairmont Royal York

Interview with Heather McCrory, GM of Fairmont Royal York

Somehow, someway, I was able to squeeze in a Q&A with Heather McCrory, the GM of The Fairmont Royal York in Toronto, one week after she received Hotelier of the Year Honors from Canada’s Hotelier Magazine and just before the hectic pre-Christmas office close. Add to that her double duty as the regional VP, Central(…)




Who ya gonna call? The new Ghostbusters!

Who ya gonna call? The new Ghostbusters!

I am stating the obvious when I say online hotel reviews have revolutionized the way we do business. Every consumer is a potential consumer watchdog. The margins for errors are now so thin and expectations so high that all it takes is one mistake to wedge a hole between you and future business. Most hoteliers(…)




An inside look at Aria in Las Vegas

An inside look at Aria in Las Vegas

Las Vegas makes for an exceptional hospitality case study. It’s a town where better can only mean bigger — more glitz, more glamour, more shops, more thrills, newer technology, a setting where any building under a 1,000 rooms is laughable and every hotel casino needs a highly disciplined army to keep going. Adding to this(…)




Cuisine in perfect harmony

Cuisine in perfect harmony

Montage Laguna Beach is a very special place. Located on an outcrop of rock overlooking the Pacific Ocean, the property commands an ideal setting as one of the country’s premier destination resorts. Within the compound proper, the Studio Restaurant commands the absolute best of the best locations — on the furthest peninsula nearest the water(…)




Growing pains of loyalty programs

Growing pains of loyalty programs

Receiving hundreds of emails a day, it’s always nice to get an embedded link to a funny YouTube video from a friend, especially when it pertains to hospitality. I admit, the implied joke is needlessly long and unpolished, and the eight-bit graphics and speech really don’t help. They say that the essence of comedy boils down to(…)




Hotelier Notes from Season One of Fawlty Towers

Hotelier Notes from Season One of Fawlty Towers

Sometimes in order to understand what sets the bar for good service in the hotel industry, you have to gaze upon the dark underbelly of what is truly and horrifically bad. It’s all about contrast; the yin and the yang. To know what would qualify your establishment as a lemon, you need only taking one(…)




Back to top