Nevada Hotel and Lodging Association Serving the industry since 1979

Being at home can have advantages

Lynn Gray is an active member of NHLA and is the contributor of this week’s blog.

Happy Groundhog Day!  Groundhog Day you ask?  Well, if your world is like mine ever since “shelter at home” began I don’t know if it’s Tuesday or Saturday.  It all just feels the same and the same day has been repeating for weeks now. [Read more…]

Do Managers Assign Work Evenly?

Guest post provided by NHLA premier member Carpedia Hospitality

When we do studies in various hospitality environments, we often find large imbalances in output between individuals doing similar work. The fact that some people do more than others is perhaps a fairly obvious or predictable finding. People’s skills and capabilities vary quite significantly so it’s reasonable to assume output would be variable as well. What we find however, is that the variability often has less to do with people’s abilities, and more to do with how the actual work as assigned by managers. [Read more…]

Mind Shift: Indoor Air Quality Drive Revenues

Why Indoor Air Quality as an Amenity?

Each day a guest breathes about 2,000 gallons of air and expects healthy air. Better indoor air quality means happier customers, longer stays and increased revenues. The number one complaint in gaming environments is secondhand smoke. Embracing indoor air quality as a key amenity is the start of improving what your guests breathe. [Read more…]

Business Writing Tips from Ronna Timpa

Ronna Timpa, owner of Workplace ESL Solutions and active NHLA member, teaches business writing classes.  Today she is sharing some useful tips with Master Key readers. Read on. [Read more…]

What Anthony Learned While Walking Hugh Jackman’s Dog

Today, we introduce you to Anthony Lai, Student Affairs Program Manager at TISOH – The International School of Hospitality. Anthony is also the Vice Chairperson for the Nevada Hotel & Lodging Association – Next Reigning Generation Committee.  We asked him to tell us about his career path so far. [Read more…]

Teaching a New Dog Old Tricks: Customer Service and Morale

Customer service is not easy for everyone.  On the same note, some patrons want to be treated much differently than others.  This applies to both ends of the spectrum.  Some employees have a natural knack to provide 100% excellent customer service while others have to struggle with even the basic concepts. They try very hard to please even the easiest guest to no avail or they really don’t try at all. [Read more…]

What is Big Data?

Big Data and analytics spending are forecasted to reach $187 billion worldwide within 2 years, according to the IDC. And over 90% of companies say that being data-driven is a “strategic priority” (Bain & Co.). However, the vast majority of companies do not have a plan in place nor an understanding of what they want to achieve. And the hospitality industry has only recently woken up to the concept of Big Data and analytics. [Read more…]

Importance of Customer Service Tools

Often times the spectrum of customer service ends up in a frustrating circle.  The hospitality industry is ever-changing and a close eye must be kept on keeping up with those responsible for solid five star customer service. [Read more…]

Do you possess this important leadership habit?

How do I become a transformational leader?

By Alexia Vernon, Founder and Director of Influencer Academy

It’s a question I get asked a lot, and one I’ve changed my answer to over the years. For too long I thought the ability to transform was an inborn quality. Something one could develop his or her abilities in but ultimately possessed an affinity toward. Or not. [Read more…]

Meet Tamar Lucien, MentalHappy Founder

We are pleased to welcome Tamar Lucien, MentalHappy, into membership in NHLA. Tamar is inspirational in sharing her life experience and offering a positive outlook for all she encounters. [Read more…]