Hotels used to try to keep guests indoors at their bars, restaurants and spas. Now they’re dragging them outside. Hotels are taking their concierge role to a new level, offering tailored experiences that expose guests to the history, foods and attractions of the community surrounding...

For frequent flyers and business travelers, the last few weeks have brought discouraging news. Amid ever-increasing belt-tightening trends, several hotel chains and a major airline have decided to scale back on customer loyalty programs, sparking anger among many customers. “The broad point...

Hospitality managers are charged with making strategic and proactive decisions to increase occupancy rates and total revenue for their properties. Applying a systematic process to such decision-making can increase their success. This five-course certificate series in hotel revenue management,...

GLOBAL REPORT—As hoteliers increase their sales focus on direct bookings, many are relying on rank-and-file employees, such as front-desk staff and reservations agents, to accomplish that goal. “We have always encouraged our employees, and especially front-desk people, to motivate...

REPORT FROM THE U.S.—Jonathan Crellin is proud of the Boston Harbor Hotel’s 5-star status. Awarded by Forbes Travel Guide, the badge of success required years of determination and diligence to achieve—a conscious effort to satisfy the critical eye of an anonymous evaluator who grades more...