Data Theft Redux.
The WSJ has a report in its travel section headlined 'Data Breaches Are Heaviest at Hotels', somewhat alarmingly, the article notes that 'hackers are now stealing credit-card data from hotels more often than any other industry, according to... |
How to Handle the Media During a Customer Service Crisis.
There are times when being a manager can make you a media target - The larger your organization, the greater the odds of something embarrassing happening that ends up for the world to see on YouTube |
Seasonal Safety and Security Reminders.
Because hospitality establishments have a certain amount of cash on hand, agents and cashiers face the danger of robberies |
Leadership and the Global Recession: Lessons from Seven Hotel Company CEOs.
HVS Executive Search conducted a series of interviews with seven hospitality company CEOs that revealed how to best lead a company through tough times |
Examining the Jakarta Attacks: Trends and Challenges.
On the morning of July 17, a guest at the JW Marriott hotel in Jakarta came down to the lobby and began walking toward the lounge with his roll-aboard suitcase in tow and a backpack slung across his chest |
Preparing for the Business Risks Associated with a Pandemic.
Are you ready? The swine flu - or H1N1 virus - is the latest pandemic threat facing companies today |
Destinations and Diseases.
A Review of the Impact of SARS on the Canadian Lodging Market as a Model for managing through the Swine Flu scare |
Key Card Security: The Urban Myth Redux.
That electronic key cards store proprietary credit card data of guests is a story that seems to have more legs than a millipede |
Hotel (In)Security.
Emergency management as a proactive security measure has been mentioned on this site recently |
Emergency Management.
The Mumbai (Bombay) terrorist attack has already spawned reams of articles that cover two principal areas of concern for operators that seem to have been inadequately addressed by the Indian hotels:- risk management and property security |
Disaster Management Plan for the Hospitality Industry.
In the aftermath of the carnage in Mumbai, there are critical lessons to be learnt - This article advocates for a disaster management plan to be consciously integrated into the Indian Hospitality industry |
Broken Windows, Broken Business.
There once was a company called McDonalds which grew to being not only the largest chain of family restaurants in the world, it was the fastest growing, the most profitable and with a deserved reputation for having excellent customer servic... |
Weather or Not -What's Your Forecast?
Indicators, advisors and analysts are all predicting tough economic times - and in the Hospitality Industry some believe there will be tough sledding ahead |
What Sticks Around In A Recession.
The recession, it seems, is officially here judging by the # of reports on survival strategies |
The Importance of Customer Experience in a Downturn.
As talk of a recession permeates the evening news - we have naturally begun thinking about how it might affect our clients and the industries we serve, primarily the hospitality industry |
How Safe is Your Hotel Data?
Data security has always been an important issue for hoteliers |
Leading Change One Move at a Time.
Many years ago, a renowned European chess grandmaster played an exhibition match against a New York amateur -- and lost |
Black Friday lessons for hotels.
It's that time of the year again - suddenly even politics and news as well as celebrities are on the backburner as that phenomenal holiday herald called Black Friday shook people out of their slumber starting 12 midnight on Thursday! Prelim... |
Leaders Go First.
A man should first direct himself in the way he should go and only then should he instruct others — Buddha We did an extensive assessment with a divisional manager to diagnose the strengths and weaknesses within his division and implement ... |
PR dos and donts for hotels.
In a press release sent out by a hotel; it was stated that there was a "flu like illness similar to the highly contagious Norwalk virus or norovirus |
Hotel Identity theft, how to safeguard your guests.
Did you hear the one about the guest who checked in to a luxury hotel room, and found a guest folio print out for the previous guest in the waste paper basket in the guest room? This happens all too often in large and small facilities |
Room Keys and Security.
Control of guest room keys is one of the cornerstones of what hotels must do in order to provide the safety our guests have a right to expect under common law |
Crisis Management Requires More Speed than Ever Before.
A decade isn’t what it used to be - think of the big changes we've seen in those ten years in terms of how you should handle a crisis; and one thing stands out above all others, the impact of the Internet |
Write Your Own News Coverage - Even in a Crisis.
Wouldn’t it be nice if the article about your company in tomorrow’s newspaper or the story on this evening’s news show could come out exactly the way you’d like to see it |
When hospitality becomes inhospitable!
The incidences of psychopathic behavior around the world have substantially increased in the last 10 years - It is reliably estimated that 10% of managers or co-workers exhibit and engage in psychopathic behavior of some type |
The "Four Fatal Fiascos" of Dealing with the Media.
There are many things that can go wrong when you deal with the media, especially in the aftermath of an incident that has placed your company in a negative light |
Hotel Pandemics, What's Next?
Public memory is proverbially known to be short - the hotel industry can be thankful for that or else global travel would have come to a standstill whenever there is news of a pandemic be it a mutating virus or a new kind of flu |
The I-Reporter -- Born of the Web.
Welcome to Crisis Management in the 21st Century and to Internet: The Ultimate Medium - A cross between tabloid journalism and a gladiator competition, between Pollyanna and Pandora, where minds meet and merge, clash and clamor, and where y... |
Identity theft at hotels.
Few other means of cyber crime get as much attention as identity theft Yesterday's Wall Street Journal notes how - contrary to general impression - the identity thieves of today use the stolen information to rack up small charges that make... |
Ten Building Blocks To Turning Around The Image Of A Distressed Destination.
Get out the positive news There is always something positive to say and write about even in what seems like the darkest hours |
Identifying a Spokesperson.
Every organization should make it a part of its written policies that all media inquiries are directed to a previously identified spokesperson |
Pandemics: The Legal Issues for the Hospitality Industry.
Seasonal influenza is a common - highly infectious disease that afflicts millions of people every year and causes - on average - about 38,000 U |
How Healthy Is Your Business?
There is considerable value in undertaking a regularly scheduled complete health exam |
ISP Thwarts Cyber-Terrorists.
linkLINE Communications Turns Crisis Into PR Success |
Protect Your Business From Data Rape
With the majority of small businesses now connecting to the internet via broadband and providing IT equipment for their employees to work remotely, the need to ensure their important business information is safe from a growing number of thr... |
Get Ready - Be Prepared: Disaster Preparedness Considerations.
The best time to respond to a disaster is before it happens - a relatively small investment of time and money now may prevent severe damage and disruption of life and business in the future |
Management's Guide to Communicating Change.
When an organization embarks on any new project, or simply attempts to change established processes or procedures, inevitably it will encounter resistance from individuals as well as formal groups |
WHAT CURVE?: I Like it Just the Way it is Now.
Staying ahead of the curve is one dilemma that executives have always tried to achieve and yet many do not |
No Hired Guns, Please.
It is only natural to want to avoid the discomfort of being the one on the hot seat answering questions from the media or a concerned/angry public when something bad has happened |
Are you ready for Business? A Hospitality Recovery Plan.
When a natural disaster strikes, the immediate results are devastating |
A Picture is Definately Worth a Thousand Words.
Even those of us who communicate mostly through the written word accept that this is true |
Speak With People, Don't Talk At Them.
Some of you know that I conduct very realistic role-playing exercises as part of my “Coaching to Meet the Press and Other Hostile Audiences” workshop |
Crisis Lessons Learned From Tragedy.
Prior to September 11th, when was the last time you heard of a politician having an 85-90% approval rating? Probably never |
The Newspaper Got it Wrong Again!
What Do We Do Now?, It can happen despite your best efforts |
When You Are in a "PINCH".
When a person finds himself in a tight spot, they often say they are in a pinch |
Making Amends.
There has been a great deal of media coverage recently about public apologies and mea culpas offered for the harm caused by organizations or individuals |
Poorly Written Meeting Minutes Waste Hours in Reading Time.
Business meetings, though often disparaged, provide a forum through which participants can authorize actions and present, debate and resolve problems |
Tourism Restoration Strategy for Indian Ocean Nations.
For tourism and hospitality businesses affected by the December 26 quake and tsunami tragedy, David Beirman, author of Restoring Tourism Destinations in Crisis, has prepared bullet points on the various aspects of dealing with the aftermath... |
Great Service Grows From Great Praise.
Anyone who manages a retail business faces a dilemma |
Garble... Static... Crackle...
Annoying as it is not being listened to under normal circumstances, it’s particularly disconcerting under potentially life-threatening circumstances, as I discovered at a hotel I was staying at while visiting a client |
What If We Brought In a Facilitator?
Is your upcoming meeting a strategic planning session? A sales or project launch? A departmental communications day? Or, perhaps, teambuilding for an intact management or project team? Whichever it is, it undoubtedly involves a significant ... |
