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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The Hidden Cost of Staying Lean: How Understaffing Burns Out Teams and Backfires Long Term
We’re all weathering the same storm, but too many organizations are doing it in boats with missing oars or worse, with crews rowing at double speed just to stay afloat. The “run lean” mantra has become a badge of honor in many industries, especially…
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Delivering The “Vibe” Of Hospitality Requires E.P.I.C. Qualities
In addition to being arguably the most used word by younger generations as an adjective, adverb, and noun, the word “epic” is also the name of a new Orlando theme park, an International ski pass, the maker of popular video games, and a company…
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Luxury hospitality is built on connection, not algorithms: Mandarin Oriental Hotel Group CEO
Luxury hospitality isn’t built on manuals or presentations. It’s built on something far more enduring: human connection.
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What Bangkok street vendors can teach the hospitality industry
Bangkok street vendors exemplify true hospitality through instinctive service, efficiency, and warmth—offering invaluable lessons to the hospitality industry on guest recognition, inclusivity, and human connection beyond luxury standards…
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Deanonymize Your Guests to Improve Guest Hospitality Experiences
As I make the rounds conducting hospitality industry training, I sense that more and more hoteliers are truly understanding the difference between “guest service excellence” and “hospitality.”
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Will the Human Touch Become the Ultimate Hotel Luxury in an Automated World?
The $50 room service hamburger wasn’t memorable for its Wagyu beef or truffle aioli. What made it extraordinary was the moment it arrived at 2 a.m., delivered to a jet-lagged executive by John, the room service attendant. With a quiet smile, John…
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