Hotel & Motel Management - September 1, 2008 - (Page 3)

www.HotelMotel.com/digital_edition HotelMotel.com | H&MM September 1, 2008 In This Issue 3 www.HotelMotel.com Web Exclusives Bringing out the best in others brings out the best in ourselves A key principle for hospitality service excellence is realizing that when we bring out the best in others, we simultaneously bring out the best with just about every guest we encounter BY DOUG KENNEDY | PRESIDENT, KENNEDY TRAINING NETWORK www.HotelMotel.com/kennedy Where does the customer experience begin and end? To accomplish outstanding customer experiences, we need to look beyond the ﬁrst and last physical location where guests interact with our staff BY JOHN ELY | SENIOR V.P. OF MARKETING, SIGNATURE WORLDIDE www.HotelMotel.com/signature Online Extras! Stevan Porter tribute Read more tributes from friends and colleagues 4 www.HotelMotel.com/porter News 4 Element LEEDs brand-wide promise BY HEATHER GUNTER | ASSOCIATE EDITOR 4 NABHOOD speakers: Hold rates BY PAUL J. HENEY | EDITORIAL DIRECTOR 26 Departments 6 Perspective BY PAUL J. HENEY | EDITORIAL DIRECTOR Hotel Operations 22 Coffee services BY CHRIS CROWELL | ASSOCIATE EDITOR 6 8 8 Letters to the Editor Legally Speaking BY KAREN MORRIS Hot Products 26 Business equipment Our new HotelTalk blog has launched, offering a new way to get news and opinions on the lodging industry. Check out frequent commentary from the editors of HOTEL & MOTEL MANAGEMENT, Hotel Design, Luxury Hotelier and The Hotel Times on what they observe in the industry. You can post follow-up comments and get involved in this exciting new online resource. www.questexhoteltalk.blogspot.com Satisfaction Trends BY JONATHAN BARSKY AND LENNY NASH 22 10 AAHOA Update BY ASHWIN PATEL 38 12 Energy Star Update BY ANNA STARK 14 Marketing Matters BY PETER WINKLER 16 Events 17 HotelWorld Update BY KATIE SMITH 18 Trends & Stats BY MARK LOMANNO 30 Ad/Editorial Index 32 Marketplace 33 Classiﬁeds 38 Checking Out HOTEL & MOTEL MANAGEMENT (ISSN 0018-6082) is published semi-monthly, except monthly in January and August (22 issues yearly), by Questex Media Group, Inc., 306 W. Michigan St., Suite 200, Duluth, MN 55802. Subscription rates: $53.50 for 1 year, $90 for 2 years in the United States & Possessions; $74 for 1 year, $119 for 2 years in Canada and Mexico; all other countries $130 for 1 year, $213 for two years. Single copies (prepaid only): $4.60 in the United States; $5.60 in Canada and Mexico; $11.25 all other countries. Back issues, if available are $9 in the U.S.; $11 in Mexico and Canada; $22 for all other countries. International subscriptions will be subjected to $75 per annual order for air-expedited service. Include $6.50 per order plus $2 per additional copy for U.S. postage and handling. Periodicals postage paid at Duluth, MN 55806 and additional mailing ofﬁces. POSTMASTER: Please send address changes to Hotel & Motel Management, PO Box 1268 Skokie, IL 60076-8268. Canadian G.S.T. number: 840 033 278 RT0001, Publications Mail Agreement Number 40017597. Printed in the U.S.A. http://www.HotelMotel.com http://www.HotelMotel.com/digital_edition http://www.HotelMotel.com http://www.HotelMotel.com/kennedy http://www.HotelMotel.com/signature http://www.HotelMotel.com/porter http://www.questexhoteltalk.blogspot.com http://www.questexhoteltalk.blogspot.com

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - September 1, 2008

Hotel & Motel Management - September 1, 2008 Contents Element LEEDs Brand-wide Promise NABHOOD Speakers: Hold Rates Perspective Letters to the Editor Legally Speaking Satisfaction Trends AAHOA Update Energy Star Update Marketing Matters Events HotelWorld Update Trends & Stats Coffee Services Business Equipment Ad/Editorial Index Marketplace Classifieds Checking Out

Hotel & Motel Management - September 1, 2008

Hotel & Motel Management - September 1, 2008 - Hotel & Motel Management - September 1, 2008 (Page 1) Hotel & Motel Management - September 1, 2008 - Hotel & Motel Management - September 1, 2008 (Page 2) Hotel & Motel Management - September 1, 2008 - Contents (Page 3) Hotel & Motel Management - September 1, 2008 - NABHOOD Speakers: Hold Rates (Page 4) Hotel & Motel Management - September 1, 2008 - NABHOOD Speakers: Hold Rates (Page 5) Hotel & Motel Management - September 1, 2008 - Letters to the Editor (Page 6) Hotel & Motel Management - September 1, 2008 - Letters to the Editor (Page 7) Hotel & Motel Management - September 1, 2008 - Satisfaction Trends (Page 8) Hotel & Motel Management - September 1, 2008 - Satisfaction Trends (Page 9) Hotel & Motel Management - September 1, 2008 - AAHOA Update (Page 10) Hotel & Motel Management - September 1, 2008 - AAHOA Update (Page 11) Hotel & Motel Management - September 1, 2008 - Energy Star Update (Page 12) Hotel & Motel Management - September 1, 2008 - Energy Star Update (Page 13) Hotel & Motel Management - September 1, 2008 - Marketing Matters (Page 14) Hotel & Motel Management - September 1, 2008 - Marketing Matters (Page 15) Hotel & Motel Management - September 1, 2008 - Events (Page 16) Hotel & Motel Management - September 1, 2008 - HotelWorld Update (Page 17) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 18) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 19) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 20) Hotel & Motel Management - September 1, 2008 - Trends & Stats (Page 21) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 22) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 23) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 24) Hotel & Motel Management - September 1, 2008 - Coffee Services (Page 25) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 26) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 27) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 28) Hotel & Motel Management - September 1, 2008 - Business Equipment (Page 29) Hotel & Motel Management - September 1, 2008 - Ad/Editorial Index (Page 30) Hotel & Motel Management - September 1, 2008 - Ad/Editorial Index (Page 31) Hotel & Motel Management - September 1, 2008 - Marketplace (Page 32) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 33) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 34) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 35) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 36) Hotel & Motel Management - September 1, 2008 - Classifieds (Page 37) Hotel & Motel Management - September 1, 2008 - Checking Out (Page 38) Hotel & Motel Management - September 1, 2008 - Checking Out (Page 39) Hotel & Motel Management - September 1, 2008 - Checking Out (Page 40) 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