Hotel Industry Trends - Management

The first sign of the times, you ask? Perhaps it was back in 2006 when Ritz-Carlton looked in the mirror and realized that 'Ladies and Gentlemen serving Ladies and Gentlemen' didn’t exactly apply to a 32-year-old CEO in jeans and a t-shirt. In a nod to the changing demographics of those who consumed 'luxury,' Ritz loosened up a bit, recognizing ... - More

When planning topics for columns, I assess issues and concerns that face hotel owners, managers and professionals. In 2009, I considered a series of columns that would include specific insights from professionals who serve the industry in a variety of roles. For several reasons, I decided to defer the new series, to be known as my 'HOW TO' colu... - More

Ego aside, what do you think your reputation is in the marketplace? It really does not matter what you believe; it does matter what everyone else does. - More

James Kavanaugh once suggested that there are 'those too gentle to live among the wolves'. I hope this is no longer true in today's organizations. I believe that the 'wolves' have had their day and need to make way for a new breed of manager: The Gentle Leader. - More

While demand probably isn't coming roaring back in 2010 it is returning. It's time to shake off the 'battle fatigue' of 2009 and hit the 'reset' button for 2010 to take advantage of the positive opportunities that present themselves going forward. - More

The first part of this series outlined a number of service management issues I felt would influence the hospitality and tourism industry over the next decade. Recognizing that the hospitality industry in many ways has become a mature industry, that column suggested major areas of research and execution to address those issues in global trends an... - More

Recognizing that future success in hospitality and tourism will come from different practices if the industry will continue to evolve and grow in the next generation. - More

Avatar is a 3D Box Office Hit - so is 3D Service! Introducing ..A New Dimension in Service Excellence! Take Your Service to the next level! - More

Learn the most effective methods for utilizing an at-home agent model to achieve growth and retain customer loyalty. - More

A good Staff Manual isn't long and complicated, or a dump-bin for every new memo or brainwave from the boss. - More