Hotel Manager Talkhttp://podcast.hotelmanagertalk.comQuick BlogHad Trouble Getting a Fridge or Cooler In a Room?http://podcast.hotelmanagertalk.com/2008/08/29/had-trouble-getting-a-fridge-or-cooler-in-a-room.aspx?ref=rss
Had Trouble Getting a Fridge or Cooler In a Room?

        In this article, a reader expresses their concerns about being questioned too thoroughly on the reason they are requesting a refrigerator.  The questions he claims to have been asked do indeed sound too personal, like asking if they throw up from an allergic reaction.  A spokesperson for Marriott said that it is to make sure that the right people are getting the refrigerators in the case of their inventory running low.  While that may be true, I feel there is a different reason.  At many hotels, they charge for the rental of a refrigerator, but usually make exceptions for medical purposes.  This turns into one of those experienced-travelers tricks where someone learns what they need to say in order to avoid paying a fee.  The downside to this is that it makes hotel employees skeptical and dig a little deeper to make sure they are getting deserved revenue. 
        Another concern addressed in this article is that the traveler writing in said that the bellman allowed him to take a cooler to the room, even though it was against hotel policy, as long as the guest didn’t say how he got it up there.  This is a problem industry wide.  Whether it is bringing alcohol or pets up to the room, many bellmen will look the other way if it means getting a better tip, or a tip at all.  If the bellman tells the guest they can’t bring an item to the room, it’s like kissing their tip good-bye.  When things like this happen, it is important to explain to the employee who made the exception.  In the case of allowing a guest to sneak alcohol into the guest room, there can be grave consequences, which employees may not always understand.  In some states, it is not legal for guests to consume alcohol on property that was not provided by the establishment, so this creates a liability risk.  Also, allowing a guest to sneak up alcohol may turn a room that has only one name registered to it into a 10+ person party creating noise disturbances on the floor, leading to room rate adjustments for near by guests.  That is when you have to ask the employee who allowed the guest to take the cooler up to the room if $500 in room rate adjustment was worth their $10 tip.

]]>ManagementKevin Levine2008-08-23T11:33:00ZHMT: Issue #15 for the week 8/17/08http://podcast.hotelmanagertalk.com/2008/08/25/hmt-issue-15-for-the-week-81708.aspx?ref=rssStories Read:

  • STR Report update from previous week
    Found on

  • The Fraud Triangle
    Article by Ken Burgin found on hotelnewsresource

  • Women-Friendly Hotel Floors Return
    Article by Paul Burnham Finney found on nytimes

  • Hyatt Overhauling Regency Brand Hotels
    Article by Michael Baker found on btnmag

  • Polishing for the Inauguration
    Article by Jane Levere found on nytimes

  • Air Travelers Avoid 41 Million Trips
    Found on hotelnewsresource

  • Industry Mourns Loss of IHG America's Leader
    Article by Patrick Mayock found on HotelNewsNow
]]>PodcastKevin Levine2008-08-28T09:26:14ZHow the Minimum Wage Will Affect Your Statehttp://podcast.hotelmanagertalk.com/2008/08/24/how-the-minimum-wage-will-affect-your-state.aspx?ref=rss
How the Minimum Wage Will Affect Your State

The federal minimum wage is going from $5.85 to $6.55. What is the difference between the government saying that you must charge a minimum rate of $10,000 a night for a standard room, or that you must pay an employee $6.55 per hour? A lot actually, but the commonality is that the government is essentially establishing contracts for you.  Whether it is a contract for an employee-business relationship or for a consumer-business relationship, each party involved should be able to come to an agreement on their own, with out having the government interfere in their negotiation.  If you want to hire someone to only pick the cigarettes out of an ash tray and nothing else, you shouldn’t be required to pay them a certain amount more if the job is only worth $3 an hour rate of pay.  Competition would probably increase that hourly wage in short time, but let the industry regulate the position’s worth.  And what does a bigger paycheck for an employee mean for the government? The same percentage of taxes taken out, but now a bigger amount. And with a slumping economy, who is paying business owner’s back for this required increase in pay?  Perhaps another $600 rebate check is just around the corner!
]]>PoliticsKevin Levine2008-08-23T11:30:21ZParking: A Neglected Profit Centerhttp://podcast.hotelmanagertalk.com/2008/08/21/parking-a-neglected-profit-center.aspx?ref=rss
Parking: A Neglected Profit Center

The best part of one of my previous properties not contracting valet services was that I got to drive amazingly expensive cars that I’ve only driven in my dreams.  Even better is when the parking lot is empty in the middle of a snowstorm and doing “8’s” on the ice with someone else’s car…just kidding. Parking, to guests, is like the Internet charge- a surprise upon arrival.  Guest’s fail to ask the right questions or do the proper research and it is a huge shock to them that they need to pay to park their car.  It would be great if during every booking a Reservationist could give a guest every piece of information ahead of time, including local laws, like when a guest insists they can keep their horse in their guest room because they weren’t told they couldn’t (true story).  Smaller hotel chains and bed and breakfasts will usually mention it at the time of booking over the phone, but bigger reservation centers not on the hotel property won’t always press for that info from the guest.  So when the guest arrives it and first finds out about it, it sometimes creates a rocky start to their experience.  That is why prying for information from guests over the phone, and in person, is so important, and why all of your employees who answer a phone need to be on the same page, and forecast the guests’ needs.  I wouldn’t call it lying-by-exclusion, but it is better to let the guest know up front.   And if nothing else, it’s a nice bargaining tool when you don’t want to make any adjustments to your room revenue for an unhappy guest.  As long as your rates are competitive, the guest has little bargaining power thinking you are taking advantage of them.
]]>ManagementKevin Levine2008-08-12T08:23:31ZHMT: Issue #14 for the week 8/10/08http://podcast.hotelmanagertalk.com/2008/08/21/hmt-issue-14-for-the-week-81008.aspx?ref=rss
Hotel Manager Talk: Issue #14 for the week of 8/10/08
Stories Read:

  • STR Report update from previous week
    Found on Smith Travel Research

  • Hotel Guests Are Considerably Less Satisfied in 2008
    Found on HotelNewsResource.com

  • Best New Budget Hotels
    Article by Andrea Bennett found on TravelAndLeisure.com

  • Fewer Airline Hotel Vouchers Means More Sleeping at Airports
    Article by Shannon McDonnell found on www.IHT.com

  • Social Networks Target Business Travelers
    Article by Claire Atkinson found on www.IHT.com

  • Suite Dreams Are Made of This
    Article by Sarah Nassauer found on WallStreetJournal.com

  • Gay Rights Groups to Boycott Manchester Grand Hyatt
    Article by Bill Ainsworth found on HotelsMag.com
]]>PodcastKevin Levine2008-08-21T08:28:53ZWyndham Hotels to Offer 'Allergy-Friendly' Rooms and Meeting Spaceshttp://podcast.hotelmanagertalk.com/2008/08/18/wyndham-hotels-to-offer-allergyfriendly-rooms-and-meeting-spaces.aspx?ref=rss
Wyndham Hotels to Offer 'Allergy-Friendly' Rooms and Meeting Spaces

I am glad to hear that at least one company is forecasting the guest need by having the rooms preset feather, odor, and allergen free.  This will save housekeeping countless hours of searching for foam pillows and it will no longer be out of the ordinary to have sheets prepared that have been washed with no chemicals.  By 2009, Wyndham will be required to have at least 25 rooms ‘Allergy-Friendly’.  This is one of those helpful quotas to have, versus the smoking room requirement.  A guest staying in an ‘Allergy-Friendly’ room may not even know, and will have no reason to complain when they are all you have left at the end of the night.  In fact, it is the opposite of forcing people into a smoking room on a sold out night when they claim they are allergic to smoke.  Thankfully, few are allergic to foam and a lack of odor. CleanAir rooms, part of the PURE Solution offered by Wyndham, go the whole nine yards to ensure rooms are fully compliant to be ‘allergy-friendly’.  From the walls, to the carpet, to the fabrics and bedcovers- they’ve got it all covered, literally.  As a plus, every less squeeze of the spray bottle trigger is a few pennies saved. I wonder how they will handle violators that smoke in these rooms if they can’t spray odors to hide the smell.
]]>TrendsWyndhamKevin Levine2008-08-12T08:21:49ZUsing Downtimes to Boost Production & Cut Costshttp://podcast.hotelmanagertalk.com/2008/08/15/using-downtimes-to-boost-production--cut-costs.aspx?ref=rss
Using Downtimes to Boost Production & Cut Costs

   Ah, "downtime", the escape we all look forward to, and then beg for business to pick up    when boredom sets in.  There are only so many times you can gamble on who can make the most shots of crumpled paper into the waste basket (the recycling one of course). But downtime less people and more work for you.  Who can forget being M.O.D., F.O.M, security, bellman, concierge, and PBX all at once?  As the person to bear the burden of being an “entry level manager” it is easy to want to be furious with your upper level managers who aren’t there to; check in the guest, make their dinner reservation, deliver their luggage, answer the house phone when they get locked out and then be the one to unlock their door.  It turns out to be one of those things “you understand when you’re older.”  Everything looks better on paper.
    When there is time to lean, there is time to clean, and there is always something that can be done.  Don’t let slow days take a toll on your employees, they want something to do.  Have a list of tedious tasks that get overlooked during busy season, and reinforce the task’s importance.  Have a contest on who can answer the phone quickest.  Go through old guest envelopes/packages and trash the items that have been there all year.  And my all time favorite, get out the key card cleaners and have your staff make sure there isn’t a speck of dirt in any guest room door-lock.  And my last resort, which would be my bosses first preference- take volunteers to go home early.  My biggest fear with cutting staff is when the hotel sees that you can operate your department with such low staff levels; they try and make it even tighter the next year, just to mess with you.
    If you scheduled someone for two hours to clean your house and they finish after the first hour, would you let them just sit around getting paid? We all want our money’s worth, especially the person analyzing your payroll.

]]>ManagementKevin Levine2008-08-02T20:34:56ZHMT: Issue #13 for the week 8/3/08http://podcast.hotelmanagertalk.com/2008/08/13/hmt-issue-13-for-the-week-8308.aspx?ref=rssHotel Manager Talk: Issue #13 for the week of 8/3/08
Stories Read:

]]>PodcastKevin Levine2008-08-14T09:30:00ZUseful Hotel and Hospitality Linkshttp://podcast.hotelmanagertalk.com/2008/08/11/useful-links-2.aspx?ref=rss
HotelBlogs.org gives you direct access to the best hotel, resort, restaurant, hospitality, tourism and travel blogs on the web.



HotelToolBox.com
A site hosted by Michael Chafin, a two decade veteran in the hospitality industry.  This site has great operational tools and resources for new hotels. Michael also hosts the podcast IndieHotelier.com




"Part insider, part employee, part consumer." Chris, editor of VacantReady, is a Canadian hotel professional based out of Cairo, Egypt.  This blog features original stories from the hotel industry in Cairo and far beyond.





A simple base for the posting of news and commentary related to hotel, inn-keeping, restaurant and other tourism and hospitality related industries and sectors. Comment on articles posted on this blog and let everyone know what you think - the main audience for these pages are students, alumni, educators and professionals from the industry, so it makes for a great discussion and exchange platform for ideas and developments.



YoungHotelier.com
A blog embodying the spirit, knowledge and expertise of those who are involved in the hospitality industry and have made that life choice to devote their time and efforts to serving others.



Border Land Hospitality Blog
A valuable site "helping hotels do what they do best, better."  This is a great spot to find books, articles, and principles for providing excellent customer service and doing whatever it takes, all from the mind of Will Maguire, CHA.
]]>blogsLinksKevin Levine2008-08-11T23:39:28ZBlowing Smoke at $500 a Shothttp://podcast.hotelmanagertalk.com/2008/08/11/blowing-smoke-at-500-a-shot.aspx?ref=rss
Blowing Smoke at $500 a Shot

My favorite response from a guest when I tell them I have charged them for smoking in a non-smoking room is “BUT I REQUESTED A SMOKING ROOM!”  If only it were that simple, then you could ask for the “Murdering Room” as well. Since this trend began, it makes it easier and easier for other hotels to jump on board since they aren’t the ones who came up with charging the guest an insane fee, whether it is $500 in Hawaii or $250 in most states. I agree it is a complete pain to get that smoke smell out, let alone for a non smoking guest into a room that smells with no other options on a sold out night- but most hotels don’t use that money to “deep clean” the room, they just put it to the bottom line.  With a picture or a credible manager with a nose, it is pretty difficult for a guest to get these charges removed from their bill, even when they bring it to the corporate level.  Obviously it is easier for your front desk staff to inform the guest that their room is non smoking before going to their room so that you cover yourself even more, but a lot of hotels put up non smoking signs on the room-number signs, in the room, and on the guest floor signs.  Sometimes that is still not enough. I am not sure why guests think we OWE it to them to have smoking rooms for them, but just like with everything else- they should call to confirm availability.  My hotel only has 0.4% of the inventory as smoking rooms, but in a business district it is usually not a problem to fill them. The problem is dealing with the people who “NEED” smoking rooms. I show them entrance of the hotel where there is an ashtray outside just for them.
]]>TrendsKevin Levine2008-07-29T07:07:30ZBathroom Battlegroundhttp://podcast.hotelmanagertalk.com/2008/08/08/bathroom-battleground.aspx?ref=rss
Bathroom Battleground

A guest checks in, goes to their room and heads right to the bathroom.  Whether it is because they had to use it, or they want to inspect the cleanliness of the room, and they can get a pretty good feeling for the rest of the room just from sitting down for a few minutes.  As if the feeling of luxury in the bedroom weren’t enough, it is now standard to trick-out the bathroom.  Televisions in the bathroom are becoming ever more popular, and now going above that are the televisions inside the actual mirror.  I consider this more of a distraction than a luxury.  The first time showering in a bathroom with a TV is like going from dial-up Internet to high speed- you feel like you can never go back again.  The population has a growing infatuation with media overload at all times. I am just as guilty.  Even when reading I put music on, going from my house to train, I put music on, in the bathroom I turn the TV up.  Maybe it’s a fear of being alone, but that is a posting for another time...  Any guest will tell you there is room for improvement in any bathroom, even if it is moving the vent over three inches.  It is hard to find a middle ground with amenities because if you don’t replace used items the hotel appears to be cheap, but if you replace any opened items you may be spending too much and Cost Per Unit is the name of the game.  Despite devoting 60+ hours a week to room cleanliness, bath tubs will never be as clean as the guest expects, so the trend of removing them all together is a huge help for my payroll.
]]>TrendsKevin Levine2008-08-09T15:44:32ZHMT: Issue #12 for the week 7/27/08http://podcast.hotelmanagertalk.com/2008/08/05/hmt-issue-12-for-the-week-72708.aspx?ref=rss
Hotel Manager Talk: Issue #12 for the week 7/27/08
Stories Read:

]]>PodcastKevin Levine2008-08-07T01:53:44ZRecruiting, Hiring, and Retaining Generation Yhttp://podcast.hotelmanagertalk.com/2008/08/04/recruiting-hiring-and-retaining-generation-y.aspx?ref=rss
Recruiting, Hiring, and Retaining Generation Y


This topic is a little personal to me since I am a member of the elite Generation Y.  My first concern with these types of articles is that they typically apply to characteristics of your average American youth.  Hotels strive to be diverse and often hire people of different backgrounds, ethnicity, and culture, so grouping everyone together as this article does is a form of ageism.  The article is a summation of quotes from Ann Fishman, president of Generation Targeted Marketing Corporation.  Some points are accurate while others are unfair.  The stated age group of Generation Y is 7-26 years old.  She says “you need to hire them right away. They won't wait around for six-month background checks or interview processes that take weeks. They want a quick response.”  Perhaps one reason they are in a hurry is because they’ve just graduated college and need to start paying back their loans?  Generation Y’ers get labeled as ‘lazy’ too easily, so their eagerness and excitement should not be wasted.  Few work at a hotel as a last resort; so if they are willing, take advantage.  As a young manager, I find that attendance and compliance issues are fairly equal among ages 18-40.  The younger workers want to prove their value and importance, yet some seasoned employees call in sick because they want an extended weekend.  Whenever I see a chart of the break down of each generation, the older generations don’t do well with technology and yet it is a focal point for Generation X and Y.  If the industry is moving towards technology then it can only help to have knowledgeable staff.  I know it works both ways, and that is the point- we are not all the same on everything, and on other things every group is the same.
]]>ManagementKevin Levine2008-07-28T10:47:43ZIndustry Leaders Raise Top Travel Concerns with McCainhttp://podcast.hotelmanagertalk.com/2008/08/01/industry-leaders-raise-top-travel-concerns-with-mccain.aspx?ref=rss
Industry leaders raise top travel concerns with McCain (Free registration required to view)



John McCain is pandering for votes from the hospitality industry but I doubt he cares.  The economic problems in this country are above the issue of travel and tourism.  It starts at the top; with the corporation McCain works for- the government.  The value of the dollar and prices for gas are not the result of fewer travelers, it is the cause.  It is easy for McCain to call the kettle black while the weight is not on his shoulders, so let us wait and see how many speeches he gives to industry executives if he is elected president.  Democrat or Republican, the restrictions and regulations on the industry will increase over time whether our president is white, black, male, or female.   In regards to a declining air traffic control system, “McCain said we probably need to fix that from minute one” of his administration if he is elected.  I wonder how the public will view the war in Iraq being put on hold for newly elected “President McCain” to focus on air traffic control systems.  The hospitality does not need the government, but the other way around.

]]>PoliticsKevin Levine2008-07-28T10:18:50ZHMT: Special Issue #1http://podcast.hotelmanagertalk.com/2008/07/30/hmt-special-issue-1.aspx?ref=rss
HMT: Special Issue #1

This edition of Hotel Manager Talk is one article by Jeri Clausing found onTravelWeekly.com titled "Rewards: Hotels Get The Point."  It goes into great detail about hotel frequent stay/loyalty programs and found it very useful.  As a representative of only one company, I have often wondered why guests' chose one hotel over another. It touches on loyalty programs of Marriott, IHG, Hyatt, Calrson, Choiceand Holiday Inn. Enjoy.

]]>PodcastKevin Levine2008-08-05T10:46:15ZTaming the Guest From Hellhttp://podcast.hotelmanagertalk.com/2008/07/28/taming-the-guest-from-hell.aspx?ref=rss
Taming the Guest From Hell

This article discusses the usefulness and practicality of an industry wide tracking system for “guests from hell.”  Most major chains have their own system of doing this so when guests go from hotel to hotel, employees can anticipate their needs and prepare to prevent any fires from reigniting.  These are not always bad and often just include their preferred newspaper or favorite room number.  Other uses include recording comp rooms or waiving of cancelation fees.  What this article is talking about is preventing schemers from going hotel-to-hotel getting rooms or meals for free.  I would hope this would be a free system, but I doubt it would be.  If a hotel opted not to pay for the service but they could offer valuable information to the other hotels, it would be silly to not accept that info, or offer it.  It would benefit the industry as a whole to be offered for free and get their money through advertising because who wouldn’t use a free service?  Imagine having a product or service available to EVERY hotel in the country- that is where real money is; advertising.  Until this program goes live, or at least becomes popular it is important to keep an eye out for your neighbors.  In the city in which I work, close hotels often give a heads up with problematic guests.  Whether it is sending a picture of a patron who used a fake check or someone who skipped out on his or her bill, the favor will be returned eventually.  It is also a great way to develop relations with adjacent hotels when you need a good walk-rate or to borrow some cribs.  Regardless of the flag outside your hotel, it doesn’t hurt to be on good terms with surrounding hotels so look out for each other.
]]>Guest RelationsKevin Levine2008-07-28T09:58:23ZHMT: Issue #11 for the week 5/25/08http://podcast.hotelmanagertalk.com/2008/06/04/hmt-issue-11-for-the-week-52508.aspx?ref=rssHotel Manager Talk: Issue #11 for the week 5/25/08
Stories Read:

  • STR Report update from previous week
    Found on Smith Travel Research

  • Hoteliers Plan Substantial Construction Despite Demand Slowdown
    Found on BTNOnline.com

  • Taking A Business Trip? Hotels Want You To Bring The Whole Family
    Article by Roger Yu found on USAToday.com

  • Resistant To Slumps? As Americans Cut Back, Las Vegas Worries That This Slowdown May Be Different
    Article by Clifford Krauss found on HotelsMag.com

  • Class Hotels Reborn
    Article by Jill Fergus found on MSNBC.com

  • Tip-Dependent Workers Feeling The Slump
    Article by Jerry Hirsh found on LA Times.com

  • The Luxury Collection Hotels and Resorts Unveils Signature Travel Services
    Found on HotelsMag.com
]]>PodcastKevin Levine2008-06-05T08:22:10ZU.S. Business Travelers Will Pay More For Green Lodginghttp://podcast.hotelmanagertalk.com/2008/06/02/us-business-travelers-will-pay-more-for-green-lodging.aspx?ref=rss
U.S. Business Travelers Will Pay More For Green Lodging

A recent survey commissioned by Deloitte takes a look at the importance, qualifications, and gender breakdown, of business travelers, for ‘going green’.
It is easy for someone to say they are willing to pay 10% more for a hotel that is environmentally conscience when they are being reimbursed for their stay.  So what is that 10% price increase because of?  According to the survey, the top five ‘green’ actions travelers expect from hotels are; recycling, energy-efficient lighting, energy-efficient windows, placing cards in guest rooms to have them request linens and towels not be changed, and using environmentally safe cleaning products.
Of the 1,155 business travelers surveyed, 77% said that recycling is the most important action.  At a past hotel, on my first day, some one pointed to one garbage can and said, “This is for real garbage” and pointed to a smaller one next to it and said, “This is for recycling.”  Who am I to question the rules?  So I went along.  Then at the end of my shift the night cleaners came around and I watched them empty both cans into the same bag.  I laughed to myself and regretted hand searching through the real garbage can to remove the plastic bottle I had accidently put in there earlier.  If the facts are there that hotels are making a difference on the environment, then I support all the efforts, but it is a challenge to get the line staff to follow along.  Of course a housekeeper would rather just remake a bed instead of changing out the sheets, but when a food and beverage or front desk staff is holding a piece of trash, regardless of its composition, the closest can is usually where it ends up.  Whichever your recycling company is, they can usually tell you how much they collected each week or month.  You can use this information to set goals for your staff and try to implement some incentive for them to make an effort.
Of the surveyed, 72% of the females say they always turn off the lights when leaving a room, while only 66% of males do it.  I am not going to point the finger at anyone and call them lazy, but men just sometimes don’t remember or…. well, maybe they are lazy.  52% of females use public transportation or hotel buses while only 42% of males do.  I am not going to point the finger at anyone and call them stubborn, but men just sometimes think they know the short cuts or….well, maybe they are stubborn.


]]>EnvironmentKevin Levine2008-05-27T11:15:51ZA Tale of Two Resortshttp://podcast.hotelmanagertalk.com/2008/05/30/a-tale-of-two-resorts.aspx?ref=rss
A Tale of Two Resorts

This article from CNN discusses the economic downturn that Las Vegas is taking, and the steadfastness that Disney Theme Parks are holding.  Las Vegas always assumed people would continue to gamble regardless of personal, or national economic status.  With the two destinations moving in opposite directions this should have been easy to see.   Disney is going cheaper and Vegas is going more pricey, in regards to average rate, food costs and attractions.  Regardless of the average room rate at either location, one of these resort locations, Disney, is aimed at families, mean while Las Vegas, despite its efforts, is geared more towards adults.  This creates a rift in their target customers and perhaps comparing these two is like comparing apples and oranges.  The appeal to a family is that you get a lot more for your buck at Disney, as opposed to placing $100 on one hand at a black jack table versus buying dinner for your whole family.  If the general public is being as price conscience as the media tells them they are, then Disney is much more efficient.  You can pay a flat fee for your 2.5 children to get into an amusement park and spend the whole day there, where as in Vegas you can pay the same price for tickets but for a 2-3 hour show.   More importantly than the gambling revenues dropping 4% in the first two months of the year (let’s hope it isn’t from people learning to count cards and actually winning), convention bookings have dropped over 10% for the same time period.  This is a dangerous trend, which hopefully will stay as just a phase.  With thousands of new rooms opening over the next two years in Vegas, having no one to fill them will have an even bigger impact on the gambling revenue.  Some groups book 15 years in advance, once they take Vegas off their list, it might be a while before they return.  This may cause Vegas to chance its image once again and return to those dirt cheap room rates and all-you-can buffet’s which are sadly disappearing.

]]>TrendsKevin Levine2008-05-27T10:31:42ZHMT: Issue #10 for the week 5/18/08http://podcast.hotelmanagertalk.com/2008/05/28/hmt-issue-10-for-the-week-51808.aspx?ref=rssHotel Manager Talk: Issue #10 for the week 5/18/08
Stories Read:

  • STR Report update for previous week
    Found on Smith Travel Research

  • Free WiFi But Not For All
    Article by Susan Stellin found on NYTimes.com

  • Hotel Chains Get Pummeled By Economy
    Article by Kenneth Stier found on CNBC.com

  • The Future of Hotel eBusiness
    Found on HTrends.com

  • Deluxe Chains Want To Be Chic, Too
    Article by David Kaufman found on NYTimes.com

  • Gaylord Hotels Taps Text Mining to Boost Guest Satisfaction
    Article by Doug Henschen found on IntelligentEnterprise.com

  • How 'A' Players Meet Customer Expectations
    Article by Dr. Rick Johnson found on HotelNewsResource.com

  • Affinia Hotels Launches MyAffinia Program
    Found on HotelsMag.com

]]>PodcastKevin Levine2008-05-26T23:22:04Z