Many owners either perform MULTIPLE DUTIES themselves or MICROMANAGE their team. This is called CHILDHOOD PHASE, which is the first two...

Would you mind someone LICKING Hollandaise sauce over your Eggs Benedict to fix how it looks on a plate? Or DIPPING their finger in your...

You should use guest reviews to enhance your operations, offer and service. But, this might already be TOO LATE. AND speaking the truth,...

“Play is mandatory” was stated among these accommodation rules. Lots of people are fans of Lego. And this experience is for them. A...

There is nothing unique in half board service BUT if it’s vegan buffet than we are talking about differentiation. Saying you’re “adults...

In the early development of a hotel, owners are lead to define concept, mission, values etc. The problem is, they never come to the phase...

Providing a service is SIMPLE. Hospitality is HARD. It’s hard because it is genuine, honest, individual, attentive, interested, humble,...

NEVER pretend you care, instead, try to care. “If you’re not telling the truth, at least don’t lie.” Listen, observe, understand and ACT...

When a guest comes to your hotel, they come with certain intentions, such as to work or to relax, spend some time with family or partner...

In the previous experience story, I wrote that providing welcoming and attentive experiences didn’t have to cost much. Great experience...

Yes, you read it right. NO JOB EXPERIENCE yet ONE OF THE BEST. How? This is not to say working in a hotel is easy, no way. But, in...

This is the main strategy for the success of a boutique hotel with high-level service. The main purpose is over delivering to your...

A guest comes with certain expectations. They think they paid for these expectations, so that’s a bare minimum you should do – meet those...

This is NOT only the case with cappuccinos. This can happen with ANYTHING! Owners expect employees to know their job when INSTEAD they...

Well, chances are if you have loyal guests, you know how. UNLESS they are not ideal guests and you would rather position in the...