Service issues are sometimes unavoidable, but when you put the safety of a customer at risk, the least you can do is show empathy and make some service recovery efforts. Amtrak's negligence during a recent trip shocked me, but their response to my complaint left me speechless.
Read More"In short, companies must bear in mind that ‘speed of service’ contains two critical elements: speed and service." Gallup Report
Read More"Africa is probably to China what Asia was to the U.S. While the U.S. leveraged Asia's labor, China is leveraging Africa's commodities."
Read MoreAs markets get saturated with all the brands under the sun, hotel management companies are developing new brands to cater to developers’ demands. Take an already cluttered brand architecture with existing brands that might have confused identities and positioning, and throw a few new ones in the pot. You get the idea.
Read MoreAre young Filipino workers motivated by pay alone?Or might they also be motivated by other factors? Is there an opportunity to grow and succeed financially in the hospitality industry Without leaving their home country?
Read MoreWhich platform is appropriate for your brand? It depends on your market, your positioning, and your brand.
Read MoreHow people travel is changing and hotels and other destinations have to adapt their offering as such to attract and build long term loyalty. Here are our thoughts on trends moving forward - from staycations to Airbnb, food tourism to voluntourism.
Read MoreWhen developers are trying to outdo each other by spending more on design, services and amenities, I wonder 'Is silence the new luxury?'
Read MoreIf you're going to enforce a dress code to keep people well dressed, then arm your door with a fashionista, not a bouncer with spare Crocs.
Read MoreWith the growing number of certifications is the growing list of uncertainties.
Read MoreBeing proactive and measuring your hotel’s carbon footprint in one form or another is commendable. But regardless of how you measure it, who you do it for or why you do it at all, be transparent about your methodology and overall CSR strategy. Written clearly and concisely, a CSR report can speak volumes.
Read MoreWhen people ask us what we love about working in the hotel industry we tell them that work is always our holiday, and holidays are always our work. So when we started our own company last year, we realized we should do what we could to avoid the traditional work environment. After all, there's nothing "holiday" about a cubicle or office desk with fluorescent lighting.
Read MoreIf Asian hotel brands can do without shark fin, can't the Hyatts and Sheratons out there do the same?
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