If a hotel does not present a positive impression over the telephone for inquiry callers, many guests will decide to call elsewhere.

Revenue management should be viewed as a complete revenue strategy that helps truly define the value of a guest, rather than simply price gouging.

It's easy to get in the mindset that ADA compliance is only for the elderly or the disabled. Little people also are covered by the law, and from the perspective of a little person, much in a hotel room is inaccessible.

ADA guidelines provide necessary accessibility for many guests, but where the law ends, the hotel's contribution can begin. There are a variety of products your hotel can either keep on hand or implement in-room to further ensure hospitality for all guests.

The program, currently being tested at the Aloft Lexington in Lexington, Mass., gives an enhanced RFID keycard to preferred guests. On the day of a planned stay, a text message is sent directly to the guest's mobile device providing their room number.

Both hotel companies were recognized for their accomplishments in sales, customer service, call/contact center professionals, departments and teams worldwide at the Fourth Annual Stevie Awards for Sales & Customer Service.

When you stop to consider which hotel associates actually spend the longest period of time interacting with in-house guests, it's maintenance or engineering departments. In planning your next round of hospitality training, be sure to consider the important contribution of these employees.

A recent case involving a service dog demonstrates what rights hoteliers have versus guests.

The buzz surrounding CityCenter in early December wasn't just people talking; it was electricity pumping across and through the 67-acre campus, providing connectivity for technologies never seen in the hotel industry before.

Having a picture that doesn't jibe with the sleek look of the TV can cause guest satisfaction issues, especially since many guests have a high-definition picture in their own house.