When the Property Outlasts Its Leaders
Long-tenured staff accumulate invaluable guest insights, but hotel structures fail to capture this intelligence for operational decisions.
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WIL 2026 Insights: What AI Cannot Lead – Human-centered Leadership
EHL event brought together students and executives to explore which leadership qualities must remain human as AI advances in hospitality.
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The Algorithm Can't Say Welcome: Why Hospitality Still Needs a Human Face
Industry research shows 70% of hotels report guests still prefer human interaction for check-in and complex requests, despite AI efficiency gains.
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Mentoring The Next-Gen Hospitality Superstars
A hospitality veteran reflects on his early career at Marriott Griffin Gate, emphasizing the importance of developing raw talent rather than dismissing inexperienced workers.
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Hired for What You Pretend to Know
Organizations create a "competence trap" by hiring people who perform expertise, then punishing the honest admission of not knowing that's essential for actual learning.
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Hotel staff reveal 6 behaviors that instantly label guests difficult
Most travelers genuinely believe they are reasonable, low-maintenance guests. Check in, sleep well, check out. Simple. Yet, behind the polished smiles and crisp uniforms at front desks around the world, hotel staff are quietly having a very…
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How Rocco Forte Built A Luxury Hotel Empire Following A Brutal Takeover
The veteran hotelier candidly discusses the challenges he’s overcome, the work-balance myth and his ambitious plans.
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UK’s First Women’s Prison Hospitality Academy Celebrates First Graduates
Marston’s is celebrating a major milestone as the first cohort of trainees officially graduate from the Hope & Anchor at HMP Styal, the UK’s first commercially-led hospitality academy inside a women’s prison…
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Punching, Slamming, Screaming: A Chef’s Past Abuse Haunts Noma, the World’s Top-Rated Restaurant
Dozens of former employees say René Redzepi inflicted physical and psychological violence on the staff for years.
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How to fix the gender imbalance in leadership roles
A cursory glance might suggest that real estate and hospitality are industries where women are well represented. But even a modest degree of scrutiny reveals that capital allocation and ultimate decision-making power still sit largely in male…
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Hotel Managers Switch Roles for Career Development
Two hotel managers in the North West have swapped respective job roles and venues to obtain more experience and develop their professional skills.
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Hospitality recruiters cite work readiness gap among graduates
New research indicates that 80% of hospitality recruiters believe graduates are missing out on job offers because they are not sufficiently prepared for the realities of the workplace. A further 20% report that graduates appear “work shy” and lack…
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Hyatt Executive Chairman steps down amid scrutiny over Epstein connections
Tom Pritzker, executive chairman of Hyatt Hotels, has resigned following the release of U.S…
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You buy it, we’ll run it: the secret life of the ‘white label’ hotel manager
They’re responsible for operating almost half of the world’s branded hotels, boosting the bottom line through expertise in areas like operations, sales and revenue management. But they remain almost unknown outside the hospitality sector…
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The Rise and Fall of Harry Gordon Selfridge: How His "Customer is Always Right" Philosophy Revolutionized and Nearly Ruined Modern Hospitality
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Neuroscientist reveals first generation in history to be less intelligent than their parents
Dr Jared Cooney Horvath, a former teacher-turned-neuroscientist, revealed that the generation born between 1997 and the early 2010s has been cognitively stunted by their over-reliance on digital technology in school…
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What Quantum Physics and Revenue Management Have in Common
At first glance, quantum physics and revenue management should never meet…
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Report: Hotel labor shifts from cyclical challenge to permanent operating constraint
Labor has emerged as a permanent structural force shaping hotel operations, guest satisfaction and long-term asset value across the U.S…
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