John Ely

TR reported increases in ADR, occupancy and RevPAR this summer. How do we capture all we can during the transition back to prosperity?

How do we get instant access to external evaluations? Just check the social media universe. However, I believe there's no better way to truly understand your guests' experience than to read the reviews on sites such as TripAdvisor.com.

What do Doof, Habbo, Gik, Orkut and Issuu have in common? How about Bebo, Viddler, Twixter and Gather? They're all social media sites and we need to understand how, when and why to use them.

How many times have you noticed audience members twittering away while you or your industry colleagues make or attend a presentation? Think about the pros and cons of spreading your message this way.

We need to remind our staff and ourselves of the importance of customer service every day. Each department should meet at the start of every shift.

With new quick publishing that has been created by social networks like Twitter and blogs, how can a hotel ensure legendary reviews?

We put a new client's reservation system to the test in order to show how inconsistent information is a detriment to your hotels and your guests.

Training programs should be scaled and customized for your particular needs. If nothing else, training needs to be reinforced periodically. Are you aware of anyone who learned to play the piano after one lesson? Of course not.

Aloft is an example of how today's hotels need to respond to a younger generation of corporate travelers—and bring the Baby Boom generation along with them.

Knowing that it only takes one negative encounter to ruin a customer’s experience and that customers now have a more influential voice, you certainly don’t want them to leave unhappy. But, if a guest does leave unhappy and decides to broadcast his or her feelings, there are ways for management...more >>