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

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

How do you stick to standards while also customising guest’s experience?  Standardisation is the level of your PRACTICE and ...

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

In contrast to the previous experience story, this hotel has a more unique location and luxurious appearance, but that might be all for...

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...

It’s NOT about having more guests.  It’s about having IDEAL returning guests which  you can serve the best WITHOUT pressure and drama. ...

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...

They promise simple things and deliver them impeccably.   This is a city glamping experience in one of those clear inflated bubbles.  ...

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...

NO guest should feel NEGLECTED in your hotel.  Even when some guests are VIPs, others shouldn’t notice this.  While some hotels have...