In Vino Veritas Part XXXVIII: A Wine List Time Capsule

In Vino Veritas Part XXXVIII: A Wine List Time Capsule

A friend’s cookbook gift unearthed a remarkable bonus: a 50 year old wine list from a luxury East Coast resort. Half a century ago, in 1966, I was not even of legal drinking age, nor had I any inkling of the varieties of wine available for purchase. At the time, my parent’s wine habits consisted(…)




RevPAR vs RevPOR vs RevPAG

RevPAR vs RevPOR vs RevPAG

Let’s get the acronyms out of the way so there’s no confusion: RevPAR = Revenue Per Available Room RevPOR = Revenue Per Occupied Room RevPAG = Revenue Per Available Guest The first term, RevPAR, is the most commonly used these days, but as I’ve advocated before, it may not be the best overall indicator of(…)




To the Ends of the Earth – Fogo Island Inn

To the Ends of the Earth – Fogo Island Inn

Far away from far away lies one of the most interesting resort experiences on the planet. Just off the northern shore of Canada’s Newfoundland province (closest airport is Gander, about a three-hour combined ferry-service plus drive) lies pristine Fogo Island and its namesake property. With incredible contemporary architecture, paying homage to the traditional fishing outport(…)




When Your Property Is In Sad Shape

When Your Property Is In Sad Shape

Recently, I had an unfortunate experience while staying at a branded property that was clearly well past its best before date. Despite its prime location in its market and good promotional efforts, it was obvious that this chain outlet was not meeting any of the defined standards outlined by the corporate website. I won’t go(…)




Loyalty Through Adversity

Loyalty Through Adversity

Angry guests with insurmountable problems; we’ve all encountered them. Rivalry, opposition, antagonism, conflict or whatever other synonym you deploy to convey obstacles in the workplace like this would be better viewed as helping your business goals instead of detracting. What doesn’t kill you makes you stronger, right? When applying this adage to guest-staff interactions, it’s(…)




HITEC 2015: The Trends In Focus

HITEC 2015: The Trends In Focus

HITEC 2015 – the premier North American hotel technology show – has come and gone. Much has already been said about the exhibitors and their products in the immediate aftermath of this June-set convention. But now that it’s September and the summer is in the rearview mirror, it’s time for a dutiful reminder of all(…)




Using Art as a Point of Differentiation

Using Art as a Point of Differentiation

The luxury customer is a demanding sort. They are well-traveled and have seen a good portion of what the world has to offer in terms of an upscale hotel experience. As such, they have high expectations, and the only way to command their attention is to bring something truly unique to the situation. Decorating a(…)




Hotels Need Intrapreneurs

Hotels Need Intrapreneurs

As is now customary for this time of year, I choose a topic to write on that I hope will give you some inspiration for the coming of autumn and the denouement of 2015. For many, Labor Day is a time of geographical and mental change. Summer holidays are over and it’s time to get(…)




Gray is the New Green Part 11: Cross-Generational Travel

Gray is the New Green Part 11: Cross-Generational Travel

Awhile back, I wrote about cross-generational word of mouth, and about how ideas related to hospitality percolate up and down through the generations – daughters talking to mothers, granddads chatting with grandsons, uncles conversing with nieces and so on. The central observation was that we, as hoteliers and marketers, tend to compartmentalize our target demographics,(…)




So Ends Summer, So Starts Shoulder Season

So Ends Summer, So Starts Shoulder Season

The summer months will always be primetime for leisure vacations. But as we continue to break down the rules of traditional travel behaviors, the months straddling the summer on either end are rapidly becoming highly sought-after getaway blocks and not just stretches where only the businessperson ventures worth. Heightened shoulder season travel makes sense, after(…)




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