Accepting their subjective experience, acknowledging it without judgment is half way.   When the quality is not satisfying, something...

You can train someone for a job, but what CAN NOT BE TRAINED simply and at reasonable time is a MINDSET. And for most of positions,...

DON’T make stairs which lead to NOWHERE.    Standards and protocols, systems in general, are not the purpose for itself. Don’t make them...

I love to say “be the host you’d love to stay with”. But CAN YOU really be objective when it comes to your own hotel?   We tend to...

Hospitality in some cultures is closely connected to Devine. It’s a relation between a host, a guest and God.   Taking care after a...

Definition of LUXURY CHANGED than what it used to be 30 years ago. Today value is perceived in education, experience driven goods and...

It’s not merely about accommodation anymore. And it’s not applicable only to luxury offers, same goes for affordable to cheap options.  ...

Are you one of those “TRULY A HOTEL WITH A DIFFERENCE” or “FOR LONG TERM MEMORIES”?   “MORE THAN A HOTEL” or “HOME AWAY FROM HOME”?  ...

Ever heard of a Swiss cheese model?   Imagine slices of Swiss cheese (it has random different sizes of holes in it) standing upright in a...

Yesterday, I ordered coffee and cashier wrote the type of milk and coffee on the cup like they USUALLY do.   But yesterday, I was ALL...

Market analysis and benchmarking offer awareness and insights into market supply and demand, economy, risks and opportunities etc.  ...

First of all, every UNIQUE accommodation look ALIKE nowadays. Irony, right?   Second, it’s NOT even aesthetically appealing anymore.  ...

Well-delivered PROMISED offer is job well done.   But well-noticed small details about a specific guest is what EXTRAORDINARY service is....

Owners, have an EXTREME OWNERSHIP of all the things happening in your hotel.   It’s not about whose fault something is, whether a guest...

Those are all fancy buzzwords. Businesses are investing in marketing and copying the same words WITHOUT actually delivering the promised...