Money comes from your head. You create the demand. You decide on offer. You sell it. You deliver and overdeliver. You recommit. Your...

Today, I offer you three viewpoints. Three different levels on which to act, none is wrong and all are useful but the best result is...

Having standardised service does not exclude customisation, in fact, it enables it. Once you have well established systems in place to...

Return guest are much easier to host than the new ones because they know you and they like you. They choose you again and that is a big...

Yes, it is possible and no, it does not require endless effort when you have things placed the right way. These are simply called...

Big hotel chains just seem like they have more benefits and everything figured out. While they do have advantage of well proven systems...

Guest ratings might be a real problem. I often see luxury hotels with bad google reviews. I get excited about finding them and...

Even though there are many things on your responsibility list, you probably like feeling important, right? But being busy doesn't make...

Have you ever thought about how the guest journey looks like in your hotel? It is not just about getting them to come. In fact, it is...

There are four steps to make every employee outperform. All are your responsibility as a leader, but good news is that once you implement...

How did you end up having such a complicated guest at all? Sure, one always shows up from time to time to challenge everything you’ve...

Doing what everyone does brings results that everyone has. Same strategies and same trade-offs result in similar supply. Why would you...

Can you imagine you collected all the best pieces from different cars on the mission to create the best one ever? They all lie down in...

Happy customers are best marketing. Somehow, we preserve them as some jewel to be found. This chase is often seen as marketing and sales....