The International Network of Hospitality Consulting Professionals
service excellence

Service, Profit or Both? It’s All About the Balance

Hotel service excellence is an integral part of your success and it can be the differentiating factor. The point is that you can’t win with service alone; you have to get the other parts right as well. To be successful, the operator must understand his or her customer expectations, and consistently meet and exceed those expectations.

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Control the Process to Get the Best Deal on Hotel Insurance

A common question for hotel and restaurant operators is: How do I get insurance that effectively covers my operation for the lowest price available? While insurance is a complex topic with many intricate layers, the answer to this specific question is fairly simple – control the process. When you ask for a certain grade of […]

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There Are No Stars in Hospitality

No stars…we need everyone! In the hospitality industry more so than any other, knowing how to replace the individual excellence model in favor of building effective workgroups is vital. Across the world, a competitive spirit is instilled on our children from a very early age. It is from that point onward which gives us armies […]

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Engineering 101… Getting The Most From Your Engineering Department

If I have learned anything after twenty years of managing engineering departments it’s this: the most successful engineers thrive in an environment where their leadership has a thorough understanding and appreciation for what the hotel’s maintenance team does, and how its efforts contribute to the overall success of the property. Sounds obvious, right? But how […]

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Bundling a Portfolio to Reduce Onerous Insurance Requirements

Hospitality operators borrow money from lenders in various manners. Whether you borrow from a local community bank or complete a commercial mortgage backed securities (CMBS) transaction on Wall Street, in the loan documents you will be required to maintain a certain level of insurance. And with this comes stipulations that may be a tad burdensome […]

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Spa Management: Challenges and Opportunities

The operation of a successful spa demands a combination of operational skills, systems and creative promotion. No longer is it possible to develop a spa or fitness/wellness facility and expect that “if I build it, they will come.” While all studies show that the addition of a spa positively impacts both occupancy and average daily […]

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Unorthodox Hotel Space Repurposing to Create New Profit Centers

As a veteran hospitality consultant working out of Vancouver, British Columbia, I’m privy to some very interesting cases and projects throughout the Northwest that require highly creative solutions. Here is one instance that ended up a triumphant success because it creates an entirely new revenue stream for the property – one that would be foreign […]

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Energy Management 101

Start discussing a technical topic and watch as people’s eyes glaze over, even if those people are fully aware that it’s something they should be paying attention to. Embarking on a path toward a more sustainable and energy efficient hotel operation qualifies as one of these ‘glazed’ subjects, so to eliminate any possibility of eyelid […]

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service excellence

Service Excellence From The Inside Out

How do you define service excellence in your company? Here’s how you can judge if you have the right corporate culture in place to facilitate greatness. It seems like there has been a lot of chatter recently about the service priority and why service is the difference maker. Or maybe this is just my imagination […]

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