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Customer Problems Are Opportunities to Build Guest Loyalty Jul 27, 2013: Word of mouth has been proven to be the most powerful method of communicating a customer's true feelings about a business. The opportunity for hospitality professionals to address a guest's challenge or problem is an opportunity to create a loyal and satisfied customer. These fundamental guidelines are proven best practices!

The Next Best Thing in Hotel Marketing …A New Tool To Harvest Referral Business Jul 26, 2013: In 2011, HospitalityEducators.com lost Guest Columnist Neil Salerno, The Marketing Coach, to illness. We are pleased to recognize his contributions to the industry with this BEST OF series.

Strategies for Motivating Your Team and Yourself! Jun 18, 2013

Work Like You Own It! 2.0
Energize it. Recognize it. Celebrate it.

The Best Service School Jun 4, 2013

HospitalityEducators.com Guest Columnist Bryan Williams shares an interesting perspective on where exceptional customer service training can be found.

How to Turn Bad Customer Service Into a Win-Win Jun 4, 2013

Despite your best attempts at providing stellar customer service, mistakes happen from time to time. Sometimes circumstances beyond your control result in unhappy customers. If you don't turn these bad experiences into something positive, your customers will head out the door and straight for your competitors. But what if there was a way to turn these mishaps into an overwhelmingly positive experience, possibly even earning your company some word-of-mouth props and new customers?

The Solution Is™ Addresses the Challenge of How to deliver consistent service excellence in changing markets May 22, 2013: What's The Problem™?

How to deliver consistent service excellence in changing markets

20 Ideas for Improving Your Hotel May 20, 2013: viHotelBlog
These 20 hints for hoteliers are a selection from Terence Ronson’s Dos and Don’ts for people in the industry. Even if they don’t all apply to your business, I hope they should highlight the benefits of reviewing established practices (“If it ain’t broke, don’t fix it” is not a recommended approach), keeping up to date with technology, and making sure you think about the little details that will make your hotel stick in the minds of your guests.

A Video on How Coordinated Efforts Can Make A Difference May 19, 2013: Som Sabadell flashmob- On the 130th anniversary of the founding of Banco Sabadell we wanted to pay homage to our city by means of the campaign "Som Sabadell" (We are Sabadell) . This is the flashmob that we arranged as a final culmination with the participation of 100 people from the Vallès Symphony Orchestra, the Lieder, Amics de l'Òpera and Coral Belles Arts choirs.

Talk Radio Featuring HospitalityEducators.com May 10, 2013: This " Bottom Line" discussion with Kathleen Hogan and John Hogan of HospitalityEducators.com focuses on a number of topics including: Profitability, Operational Management, Leadership Development, eCommerce, Marketing and Talent Management.

'It's Not Easy Being Green' May 7, 2013: Hotel Online
News for the Hospitality Executive
In 2013, Cayuga Sustainable Hospitality will celebrate its 10th birthday as a hospitality management company managing upscale hotels, resorts and lodges in Central America, all with a strong focus on sustainability. It has been 10 very fulfilling years, filled with challenges and drawbacks. When we started, we had one client and now our portfolio boasts nine projects in Costa Rica and Nicaragua (with several new ones on the drawing board). So business is good, but often at a high cost and wearing our owners and managers at a stronger pace than normal.

GLOBAL READER DEFINITIONS OF HOSPITALITY May 7, 2013

I recently shared my definitions of the word HOSPITALITY in a column and asked readers to contribute their definitions. The response was very positive and I am pleased to share a sampling of the responses from a diversity of people and places.

Interview with a Service Superstar May 4, 2013

HospitalityEducators.com Guest Columnist Bryan Williams shares stories and examples of success in delivering sercice and "Working like you own it." This interview is with Rebecca Stayner, office manager of Generations LLC in Portland Oregon