The New Luxury: Why Quiet, Thoughtful Service Outranks Flashy Amenities
Rethinking What Guests Really Want Luxury in hospitality used to mean marble floors, chandeliers, and a bottle of champagne waiting in the room. And don’t get me wrong, those things still have their place. But after more than 30 years in this industry, and especially in the post-COVID world, I’ve seen a shift happening right […]
Training Day: Reimagining Team Workshops That Actually Stick
If you’ve ever sat through a mandatory hotel staff training that felt more like a hostage situation than a learning opportunity, you’re not alone. I’ve seen it all—PowerPoints that drone on forever, role-plays that make grown adults cringe, and enthusiastic facilitators who somehow forget we work in hospitality, not accounting. Training is supposed to energize […]
The Digital Guest Journey: Why Your Hotel Needs to Start Caring Before Check-In
There was a time—not too long ago—when a guest’s experience began at the front desk. They’d walk through the lobby doors, get greeted with a smile, hand over a credit card, and only then would the hotel truly begin to show who it was. But that’s changed. Today, the guest journey starts long before check-in. […]