This 5- star hotel was one of the competitive set we mystery shopped on behalf of a client, a long-time ago, and it had a number of issues that we see recurring in most star-class establishments (and lessons for others) read more...
When we treat ourselves to a meal out and something's off - the food is cold or the service is slow - it can be difficult to know how to handle it.
Complaining can feel confrontational so many of us find read more...
The Empress Hotel in Victoria, British Columbia, saw massive renovation in 1988. The renovation was so big the hotel was closed for 6 months. One man died in the construction falling down the garbage chute, and it is said that read more...
The upscale French-speaking Alpine resort of Crans-Montana is in mourning whilst leaving several unanswered questions as to how the catastrophic fire which claimed the lives of 40 people and left 119 others seriously injured, began. Le Constellation, a two-storey bar read more...
Branding Sri Lanka as a new tourist destination is underway according to the country’s Minister of Tourism. When it is rolled out (eventually), it has to be more than just a campaign. It presents an enormous opportunity to refresh tourism read more...
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 read more...
You know what your customers are thinking when your server walks up mid-bite and asks "How is everything?"
"Please go away."
That's it. That's the whole thought process.
Yet every restaurant in America trains their staff to interrupt meals with this meaningless question. read more...
December’s total 258,928 visitors enabled Sri Lanka to record its highest ever tourist arrivals – 2,362,521 in a single year, edging past the 2018 record of 2, 333,796 visitors. Year-on-year, it is also 15 % higher than the 2, 053,465 arrivals read more...
212,906 tourist arrivals in November 2025 were 15.6% higher over that of the 184,158 visitors for the same month last year. It was also 8.9% above the number of tourists who arrived during November 2018.
Indian tourists made up 24.1 % read more...
Ronan Harris who was the president of a company transformed his leadership approach after his father challenged him to replace impersonal thank-you emails with handwritten notes and face-to-face recognition.
That bit of advice came from his dad – not something he learnt read more...
Georges Kindynis found this reply to a hotel guest entirely unprofessional, and it genuinely concerned him how far the ‘people caring for people’ industry seemed to be drifting from the true meaning of hospitality. The letter read:
Hi,
Thank you for read more...
Simply put, there are only two kinds of products in the world:
Commodities
Luxuries
And the reason restaurants struggle so much is because we've locked ourselves into selling the former, when what we should really be doing is convincing people of what they read more...
