Sri Lanka needs a tourism turbo charge
“To make tourism grow or increase at a faster rate than usual or to make it much more effective?”
As the country grapples on growing the economy from where it was a couple of years ago, all the stats show tourism will play a leading role for that growth to read more...
Customer service must be profitable
A few years ago, I was asked to give a quote for an article to answer this question: What is your favorite customer service metric and why? When the article came out, the great majority of 
In the hotel business, operational complexity and high transaction volumes create fertile ground for financial missteps. From front desk transactions and night audits to food and beverage operations and procurement, the potential for error or misconduct is significant. Solid internal 
“They buy it for comfort. Always show how what you’re selling improves their life. Features are facts; benefits are feelings.”
“Spanish Theme Dinner, an enchanting culinary journey, will be held at hotel XYZ on every Thursday evening this month. Indulge your 
“Purposeful travel helps us change the way we see the world”
A topic that keeps popping up is purposeful travel. Purposeful travel is not the same as being dispassionately asked by that stone-faced border control guard; “what is the purpose of 
Avoid company culture self –destruction by doing onboarding and orientation the right way.
A careless new-employee orientation is the fastest way to create lasting negative expectations among your employees that ultimately will destroy all of your attempts to build a positive 
When you treat your pipeline like a dating App, you swipe away real revenue
After over 25 years in the hospitality industry-spanning hotels, food & beverage, nightlife, and large-scale events—I’ve seen trends come and go. But one recent behavior has no 
For some, being a flight attendant would be a dream job - you're getting paid to travel the world. But there's a lot that goes into being a flight attendant that we passengers don't even realise.
From the shoes a traveller is wearing to what 
Hotel insurance is a critical component of risk management in the hospitality industry. Ensuring that a property is properly covered and that insurance policies are effectively managed can safeguard the hotel from financial and legal risks. Below are the top 
Globally, cable providers are notoriously hated by customers, and it is no different in Sri Lanka. Like some hotels, the larger cable companies become, the worse off consumers are. Unlike in hotels though, there is too little competition among TV 
Outsourcing has become a key strategy for many businesses seeking to streamline operations and cut costs. However, the pursuit of these benefits can often lead to a delicate balancing act between risk and reward in reputation management.
The company, from which 
Civility is dead. Here's how to navigate the new normal in the sky.
On a recent flight from Dublin to Istanbul, I heard the unmistakable soundtrack to the kids' TV show Bob the Builder blasting through my noise-canceling earbuds.
That's funny, I thought. My 
