Employees’ personality should be ENCOURAGED. Otherwise, let’s move to robots.   Since moving to Dubai, I noticed the lack of exchange...

Company culture starts with you. Good practices start with you.   “How you do anything is how you do everything” applies to the whole...

Some reviews are good but some are amazing.   Those amazing ones act as your best sales persons.   Recently I discovered one beautiful...

Empathy is one of the most important skills for hospitality. But tactical empathy is a necessary tool.   Tactical empathy is strategic...

When do unique experiences go from extraordinary and remarkable to silly and pointless?   Today, I invite you to listen to the second...

Being polite is just one skill among many. What I see nowadays is business asking their people to be very polite but not training them on...

Ideal guests are ideal because they are easy to handle, they love everything about your place and can’t wait to come back.   But it’s...

Predictable means consistency in service.   Once you provide something, consider a guest expects it next time too. Both in baseline (what...

Today, I invite you to listen to the very first episode of the podcast Experience with Marina.   You’re about to reveal this important...

Don’t make it complicated. Being complex is complicated enough.   Maybe you first got to clean up your mind before tackling the company...

Surprises are not necessarily a cost for you. Because most hoteliers are thinking this way, we end up with lots of irrelevant free stuff....

Dream big – build the next Aman brand or open glamping at the Moon or whatever lights the spark in your heart   Start small – make the...

Experience can not be forced. Experience happens.   It is the result of joint energies, intentions and efforts, of your people, ideas,...

Of course everything starts with your vision. But at the end, it is guests who should be enjoying it.   But you and your guests are not...

If you’re not the one serving guests, you should be serving your team members who do! What is this woman talking about? I am crazy lady...