• Controllers, Drive Your Professional Development: Attend CHCC 2018

    Club and hotel controllers: Do not miss the opportunity to get behind the wheel and take control of your own professional development. The Club and Hotel Controllers Conference (CHCC) — co-located with the world’s largest hospitality technology show HITEC® Houston at the George R.

  • Paycheck Checkup: The IRS Encourages Taxpayers to Review Withholdings

    April 17, 2018: Tax day in the United States has come and gone. Individual taxpayers have filed all of their paperwork, and have either paid up the amount owed to the United States Internal Revenue Service (IRS) or deposited their refunds in their bank accounts.

  • Is the Lodging Industry Ready for a 12th Edition of USALI?

    The 11th edition of the Uniform System of Accounts for the Lodging Industry (USALI) went live on January 1, 2015. This edition presented multiple updates such as changes to the way customers were reported in food outlets, new rooms revenue and demand segmentation, gross versus net reporting, and the addition of a new schedule, Schedule 6 — Information and Telecommunications Systems.

  • What to Expect at HITEC Houston 2018: Elite Education, Exhibits, E20X and More

    HOUSTON: A booming cosmopolitan city that is home to more than 2 million Texans, NASA’s famous Johnson Space Center, and — in just two short months — the world’s largest hospitality exhibition HITEC®.


How GDPR Will Transform Digital Marketing

harvardbusiness.org·21 May 2018
This month will see the enforcement of a sweeping new set of regulations that could change the face of digital marketing: the European Union's General Data Protection Regulation - or GDPR. To protect consumers' privacy and give them greater control over how their data is collected and used, the GDPR requires marketers to secure explicit permission for data-use activities within the EU.

How Our Hotel Chain Uses Data to Find Problems and Humans to Fix Them

harvardbusiness.org·18 May 2018
At Dorchester Collection of ultra-luxury hotels, we use big data and analytics to help us improve our guest offerings and marketing. Our tool, Metis, analyzes data from online reviews and social media to uncover problems and opportunities. But, as the Dorchester Collection's director of global guest experience and innovation, I've discovered that often the data can only tell you where there's a problem, not why it exists, or how to fix it. That requires human intervention. For instance, last year Metis looked at customer sentiment about Parisian luxury hotels. Metis discovered that guests had little loyalty to ours - Le Meurice and Hotel Plaza Athénée - or to our competitors' hotels. According to Metis' analysis, guests view Paris's 5-star hotels as interchangeable. They visit different ones simply to try something new. But once Metis noted this lack of customer loyalty, it was up to us to figure out why, and what to do about it.

Employees Who Use Social Media for Work Are More Engaged - but Also More Likely to Leave Their Jobs

harvardbusiness.org·17 May 2018
Social media can be a powerful communication tool for employees, helping them to collaborate, share ideas and solve problems. Research has shown that 82% of employees think that social media can improve work relationships and 60% believe social media support decision-making processes. These beliefs contribute to a majority of workers connecting with colleagues on social media, even during work hours. Employers typically worry that social media is a productivity killer; more than half of U.S. employers reportedly block access to social media at work. In my research with 277 employees of a healthcare organization I found these concerns to be misguided. Social media doesn't reduce productivity nearly as much as it kills employee retention. In the first part of the study I surveyed the employees about why and how they used platforms like Facebook, Twitter, or LinkedIn.

How to Strengthen Your Reputation as an Employer

harvardbusiness.org·16 May 2018
Many companies are aiming to be more transparent and authentic about their products, services, and costs. For example, McDonald's has an online FAQ about how the company's food products are made, while Southwest's Transfarency initiative aims to give customers a clearer picture of the total fare they will pay, with no unexpected fees.

How to Make Sure Agile Teams Can Work Together

harvardbusiness.org·15 May 2018
Images Increasing volatility, uncertainty, growing complexity, and ambiguous information (VUCA) has created a business environment in which agile collaboration is more critical than ever. Organizations need to be continually on the lookout for new market developments and competitive threats, identifying essential experts and nimbly forming and disbanding teams to help tackle those issues quickly. However, these cross-functional groups often bump up against misaligned incentives, hierarchical decision-making, and cultural rigidities, causing progress to stall or action to not be taken at all. Consider the case of an organization in our consortium, the Connected Commons, that uncovered a ground-breaking audio/visual technology which would differentiate the organization in existing channels but also had the potential to open up entirely new markets. The CEO heralded it as a pivot point in growth and formed a cross-functional initiative of 100+

A Platform Strategy Won't Work Unless You're Good at Machine Learning

harvardbusiness.org·14 May 2018
Platform business models are booming-becoming bigger and more powerful than ever. Just consider that a few tweets from the president caused Amazon's market capitalization to fall by about $40 billion, or that Russian influencers were able to reach 126 million people through Facebook.

Why Great Employees Leave 'Great Cultures'

harvardbusiness.org·11 May 2018
may18_11_85571768 Dragan Todorovic/Getty Images 'We have a great culture.' We have all heard it. We have all said it. But what does that mean? Ping-Pong tables, free meals, and beer on tap? No. Yoga, CrossFit classes, and massage chairs? I so need that, but no. The promise of being part of a hip, equity-incentivized, fast growing team? Closer, but still no. Culture is often referred to as 'the way things are done around here.' But to be useful, we need to get more specific than that. I've been working in HR for over twenty years, and the best companies I've worked with have recognized that there are three elements to a culture: behaviors, systems, and practices, all guided by an overarching set of values. A great culture is what you get when all three of these are aligned, and line up with the organization's espoused values. When gaps start to appear, that's when you start to see problems - and see great employees leave. These gaps can take many forms.

Tomorrow's Factories Will Need Better Processes, Not Just Better Robots

harvardbusiness.org·11 May 2018
When people think of the automotive Factory of the Future, the first word that comes to mind is automation. They think of the “lights-out” factory that General Motors Chief Executive Roger Smith fantasized about in 1982 and Elon Musk talks about building today—plants so dominated by robots and machines that they don’t need lights to work.

How to Collaborate with a Perfectionist

harvardbusiness.org·11 May 2018
It can be draining to work with a perfectionist. While it’s great to work with colleagues who care about the quality of their work, perfectionists take it a step further. Their unrelenting standards can result in unnecessary stress, conflict, and missed deadlines due to a failure to prioritize the big picture over the details. If you try to remind them that “perfect is the enemy of finished,” they may see you as a corner-cutter. Perfectionism is common enough that we’ll all eventually encounter perfectionists in the workplace. So how can you collaborate more productively with them? I have five suggestions, drawn from psychological research into perfectionism and also, anxiety, which is typically what underlies perfectionism. If you’re a perfectionist yourself, you’ll learn tips here for how you can create smoother, stronger working relationships.

How to Keep Networking from Draining You

harvardbusiness.org· 9 May 2018
Whether it’s attending startup events, social gatherings, or happy hours, networking is a necessary part of every entrepreneur’s life. Seventy-eight percent of entrepreneurs agree that networking is crucial to startup success, which is why there are a myriad of articles online about how to master and love the art of networking. But networking can be extremely draining. Imagine the countless hours entrepreneurs spend talking, traveling, and socializing with contacts and potential investors. Excessive social interaction can be physically and mentally exhausting for anyone — even extroverts. In fact, many of the founders I coach describe networking as draining, saying it sometimes robs them of the energy they need to work on actual business operations. As an entrepreneur, you can’t avoid networking. But there are techniques you can use to prevent and cope with networking-induced exhaustion:

Why Talented People Don't Use Their Strengths

harvardbusiness.org· 8 May 2018
If you watched the Super Bowl a few months ago, you probably saw the coaches talking to each other over headsets during the game. What you didn't know is that during the 2016 season, the NFL made major league-wide improvements to its radio frequency technology, both to prevent interference from media using the same frequency and to prevent tampering. This was a development led by John Cave, VP of football technology at the National Football League. It's been incredibly helpful to the coaches. But it might never have been built, or at least Cave wouldn't have built it, had it not been for his boss, Michelle McKenna-Doyle, CIO of the NFL. When McKenna-Doyle was hired, she observed that a number of her people were struggling, but not because they weren't talented - because they weren't in roles suited to their strengths. After doing a deep analysis, she started having people switch jobs.

What 45 Years of Data Tells Us About Globalization's Influence on the Shadow Economy

harvardbusiness.org· 8 May 2018
The shadow sector, or informal economy, includes everything from illicit sidewalk sales of counterfeit handbags to large corporations that evade taxes and ignore regulations. It makes up a substantial portion of the global economy. The OECD estimated in 2009 that 1.8 billion workers participated in this sector, generating over $10 trillion in goods and services. Indeed, in many countries the number of people employed informally exceeds the number in the formal workplace. This is hardly a benign phenomenon; the shadow economy is a vital concern for broader issues of economic development, as it raises questions related to a state's capacity to govern and manage its economy. The reduced tax revenues limit a government's ability to provide services and necessary infrastructure, and the shadow sector is ultimately a drag on economic growth.

The Lie That Perfectionists Tell Themselves

harvardbusiness.org· 4 May 2018
Many of us hold principles that keep us from pursuing a more productive lifestyle. For example, one of the most common ones is the belief that increasing productivity, or getting the most out of your time, will decrease the quality of your work, or your ability to do tasks perfectly. In the online program we run to help working professionals develop more productive work behaviors, about half of our participants have agreed with the statement: “I’m sure I could get more done in less time, but the quality of my work would go down.”

What Airbnb and Strava Know About Building Emotional Connections with Customers

harvardbusiness.org· 3 May 2018
One of our clients, let us call it AgriCo, recently came to us with a problem: It had created an online platform for sourcing farming supplies to remote farms. The platform meant that it was easier, more convenient, and faster for farmers to get what they needed, whether it was a part for their tractor, cattle feed, or fencing. There was no need to make a telephone call to a distant operator; all the farmer needed to do was log in and order. AgriCo's online platform failed dramatically. Bemused, AgriCo asked us to discover what had gone wrong. On the surface, what the company had done made perfect sense. The platform was well-funded, and AgriCo had used a snazzy design agency, so it looked fantastic and was easy to use. We visited and interviewed farmers in Italy, Germany, and the UK to find out why the platform had bombed. Surprisingly, the interviews did not reveal any unequivocal reasons for why farmers shunned the platform.

What Marketers Should Know About Personality-Based Marketing

harvardbusiness.org· 2 May 2018
Communicators and marketers can now adopt a personalized approach to their work, ideally one based on behavioral science. But the execution lags behind the science while the claims of some marketers as to what personality marketing can do far exceed it. Moreover, public controversies like the Facebook and Cambridge Analytica story threaten personality marketing's potential before it has really matured. It's important not to judge a field by its worst actors. Marketers, communicators, and the public alike deserve a better understanding of personality marketing - what it is, how it works, and why it matters. The personality targeting controversy Beyond the allegations of misuse of personal information gleaned from unwitting participants in social media, the Cambridge Analytica controversy raised an aspect of marketing that few people knew much about: the targeting of people based on not only on their past behaviors and expl

Use Learning to Engage Your Team

harvardbusiness.org· 1 May 2018
Whitney Johnson, an executive coach, argues that on-the-job learning is the key to keeping people motivated. When managers understand that, and understand where the people they manage are on their individual learning curve — the low end, the sweet spot, or the high end — employees are engaged, productive, and innovative. Johnson is the author of the book Build an A-Team: Play to Their Strengths and Lead Them Up the Learning Curve.

Why the Rest of World Can't Free Ride on Europe's GDPR Rules

harvardbusiness.org·30 April 2018
The digital industry is riding an important—and turbulent—wave of change right now. As Facebook and others grapple with tough questions about data privacy and security practices, trust in social platforms appears to be plummeting. Companies and analysts are scrambling to figure out how to make privacy rules clear, protect user data, and evolve the business models that made them successful in the first place.

When Solving Problems, Think About What You Could Do, Not What You Should Do

harvardbusiness.org·27 April 2018
On a Saturday night in Modena, a picturesque city in one of the most well-known culinary regions of Italy, a couple and their two young sons dined at the three-Michelin star restaurant Osteria Francescana. The father ordered for the family “Tradition in Evolution,” a tasting menu with 10 of the restaurant’s most popular dishes. One of them, “snails under the earth,” is served as a soup. Snails are covered by an “earth” of coffee, nuts, and black truffle, and “hidden” under a cream made with raw potato and a garlic foam. As maître d’ Giuseppe Palmieri took the order, he noticed a slightly desperate look on the boys’ faces. Palmieri turned to the younger boy and asked, “What would you like to have?” He answered: “Pizza!”

How Managers Can Be Fair About Flexibility for Parents and Non-Parents Alike

harvardbusiness.org·27 April 2018
Bias against parents - and especially mothers - has been well documented. We call it the 'Maternal Wall,' and we've been studying it for years, researching how women who have always been successful at work sometimes find their competence questioned when they take maternity leave or ask for a flexible work schedule. We know now that this bias can affect fathers, too, when they seek even modest accommodations for caregiving. For example, a consultant in one study reported that he was harassed for taking two weeks of paternity leave - but applauded for taking a three-week vacation to an exotic locale. Parents, studies consistently show, face extra scrutiny. But while the data is clear that parents are more likely to face bias at work, sometimes we also hear about a different problem: that people without children find that their managers are more understanding of working parents' need for flexibility, while expecting childless or unmarried staff

Stay Confident During Your Job Search by Focusing on the Process, Not the Outcome

harvardbusiness.org·27 April 2018
Not long ago, I had the chance to speak to a networking group for job seekers over the age of 40. Many of the people in attendance had worked for over 10 years at companies and were then let go. A number of them had been out of work for six months or more and were starting to get worried about their prospects of finding a job.

Why Technical Experts Make Great Leaders

harvardbusiness.org·24 April 2018
Amanda Goodall, a senior lecturer at Cass Business School in London, argues that the best leaders are technical experts, not general managers. She discusses her research findings about doctors who head up hospitals, scholars who lead universities, and all-star basketball players who go on to manage teams. She also gives advice for what to do if you’re a generalist managing experts or an expert managed by a generalist. Goodall is the co-author of the HBR articles “If Your Boss Could Do Your Job, You’re More Likely to Be Happy at Work” and “Why the Best Hospitals Are Managed by Doctors.”

The Best Leaders See Things That Others Don't. Art Can Help.

harvardbusiness.org·18 April 2018
I don’t often start essays about leadership with insights from French novelists, but in this case it seems appropriate. “The real act of discovery,” Marcel Proust wrote, “consists not in finding new lands but in seeing with new eyes.” Today the most successful companies don’t just outcompete their rivals. They redefine the terms of competition by embracing one-of-a-kind ideas in a world of copycat thinking. Which means, almost by definition, that the best leaders see things that other leaders don’t see.

What to Consider Before Hiring a Friend

harvardbusiness.org·18 April 2018
I got an early start in business. By the time I was 17 years old, I was a partner in a fast-growing company, and when I decided to hire a close friend of my father’s, I was thrilled when he agreed to join.

The Element of Surprise Is a Bad Strategy for a Trade War

harvardbusiness.org·16 April 2018
On the campaign trail, presidential candidate Donald Trump often slammed American leaders for publicly telegraphing their ISIS strategy. 'Whatever happened to the element of surprise, OK? We announce we're going after Mosul,' he said during the last debate with his opponent. 'I have been reading about going after Mosul now for about - how long is it, Hillary, three months? These people have all left. They've all left. The element of surprise.' President Trump is now deploying the 'element of surprise' in his trade war strategy - and in particular how he is imposing tariffs on China. There is no question that China poses unique challenges to the trading system that the American government must address. But the problem is with Trump's approach - it is catching American businesses wrong-footed. After all, the United States has long pushed the world to accept a system where protection arises after a careful gov

Technical Experts Need to Get Better at Telling Stories

harvardbusiness.org·13 April 2018
“If only we could tell our stories better,” is a refrain I hear often from people I work with in the science and technology community. And I understand why. In my experience, startup and technical business leaders don’t tell their innovation stories well. This is a huge missed opportunity. When you’re doing good work, you want people to know about it. So whether you’re drafting website copy, a marketing brochure, an online article, or a press release, consider hiring professional storytellers to make the world-changing things you do mean something to regular people.

What I Learned About Working Parenthood After My Kids Grew Up

harvardbusiness.org·13 April 2018
There are so many articles about the challenges and stresses of being a working parent. But this is an article about joy.


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