All Blog Posts

I’m constantly dealing with either being short staffed or managing under-performing employees. Good employees are hard to find. What should I do? If you’re seeking a hand-holding, motivational response, you’ve come to the wrong person. Good employees are not hard to find. Good humans are hard to find. Your blind pursuit for the perfect employee has paralyzed you into hiring mediocre people because you need people now. Some managers claim they can train mediocre people, but...

How can a hotel company—whether it develops, operates, or manages properties—create a good mission statement? People often talk about mission statements, which are emblazoned in handbooks and policy manuals, but, once read, are often forgotten. Ask line-level staff at a company what their mission statement is, and nine times out of 10, you will be met with a blank stare or nervous laughter. These statements are often boring, uninspiring, and completely useless if all they do is...

Hotels and OTAs: Equilibrium or the end of an era? Surveying the booking landscape, it would appear that hotels and Online Travel Agencies (OTAs)—most of which are owned by just two major players (Expedia, Inc., and Priceline Group)—have found a point of equilibrium. Once welcomed by hotels to fill vacant rooms, OTAs’ commission structure turned Shangri-La into paradise lost. Hotels retaliated with booking rate parities, brand-based booking apps, and loyalty programs that steer guests to brand-based...

Why don’t I get a response when 
I send out resumes for jobs I’m qualified for? The days of sending in resumes by email are over. Actually, they were over before they began. Back when you physically put a letter in the mailbox, it was something someone had to open. Upon arrival, there was this intriguing, sealed, stamped envelope and, inside, a cover letter and resume awaited. Nowadays, hiring managers are flooded by emailed resumes and,...

What hidden operations issues should GMs be aware of? There are a lot of moving parts that come with running a hotel, but the one constant that is always in need of ongoing attention and investment is a hotel’s team. And there are issues on the horizon. A contraction in the labor force has been growing for over a decade, and those not mindful of it may be surprised when labor and HR issues arise. Changing demographics...

How can hotels better serve guests with mobility needs? The U.N. Standard Rules of 1993 focus on equalizing opportunities for persons with disabilities worldwide. In the United States, the Americans with Disabilities Act established equal opportunity and non-discrimination requirements with strict compliance standards. To this day, despite some grandfather clauses that delay certain changes in older hotels, new hotel development and renovations ensure properties meet the highest standard of compliance with these requirements. However, challenges remain. For...

My owners want me to grow profits, but my hotel is already over-performing. If I’m already at the top, what can I do? In 1955, Fortune magazine debuted its list of the top 500 companies. Sixty-two years later, most of those companies are gone. While the original top three remain, two are in different positions. General Motors was number one, but has since fallen out of the top ten, while Exxon Mobil is in the same...

What will define the hospitality industry in the New Year? As a new year arrives, experts in the hotel industry like to make predictions, myself included. However, I have a different take on this particular question. I believe that 2017 is going to be the year of hospitality. Whether you run a gas station, a three-star restaurant, or a five-star hotel, hospitality is, by definition, what we do. It doesn’t cost you anything to say good...

How can we ensure guests are safe with all of the reports of global terrorism? First, acknowledge within your team the possibility terrorism can happen regardless of whether you’re in a large city or small town. Don’t be complacent. Second, prepare and take preventative measures. For example, have a professional canine unit come through your storage rooms to detect hazardous materials. Also, consider the safety slogan, “If you see something, say something.” If housekeeping sees a “Do Not...

What pointers would you give someone about to open a hotel? There are many, but ultimately, the most important is to remember that first impressions count. You also need to truly understand what the “theme” or “purpose” of the hotel is. Once you know that, remember that internal first impressions count more. You also must always keep in mind that cleanliness can never be discounted and no matter what size your hotel is, preventative maintenance is always...