How to innovate in a boutique hotel, you ask? This Japanese inn looks like any other traditional guest house or ryokan as they call it....

The aim is NOT to be perfect. The aim is to ‘perfectly’ USE WHAT YOU HAVE. No place is perfect for everyone. But for THE RIGHT PERSON....

It’s NOT enough to deliver it every other time. Maybe for a VIP or an influencer. You need to deliver the promised experience to EVERY...

Experience is NOT just an event. Experience is at least a contact with that event. It’s an impression and observation of that event. But...

If you are doing things someone else could be doing, you will have no time to think about the vision, direction, strategy,...

The quality of something is often valued more than quantity of something which is cheaper so you can afford more pieces. It’s about the...

Extraordinary architecture and staff who try their best do not matter. They call it Shanghai Wonderland. And indeed, the hotel looks...

We are in EXPERIENCE ECONOMY stage. Used to be commodity then goods and service. Now EXPERIENCES and TRANSFORMATIONS. We DON’T pay for...

Well, if you’re in that game, it’s a RAT RACE in business. Marketing can sell anything. But do you really not care if you LET PEOPLE...

You ALREADY fulfil someone’s needs, but do you know WHOSE? IF NOT, then that’s why you’re not fully booked. It’s not about actual...

CAN YOU go on vacation knowing everything will be fine in your hotel? STOP micromanaging everyone. Believe me, you do NOT want to be the...

Once they ask, you need to respond. And that’s fine but it’s also EXPECTED. It might as well be LATE. Not because it’s really late, but...

How about sleeping and eating in a church underneath a pipe organ? This converted church with funky accommodation of bunk rooms and pods...

Many times, hotels RUN TO IMPRESS while forgetting basic hospitality standards. So you end up seeing HORRIBLE MANNERS of wiping a table...

They care about BOTH. Realness of experience means how authentic and GENUINE your service is. Consistence means having standards and...