How an 'impersonal email' mistake transformed a company president's leadership
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...
As online bookings increase, the number of reservations inquiry calls decreases over time. Yet when you spend time at a busy front desk or in the reservations office, the calls continue to ring. Why? Many of those who book online still 
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 
All tip and no iceberg. That's a restaurant from the customers' point of view. The view from the pass is quite different. Demanding customers, unhinged staff and nocturnal hours make it an industry where the unusual is anything but. We 
“It takes a village to raise a child.” Now, this is a phrase I as a parent, understand all too well. The saying emphasizes that a child’s upbringing is a communal effort involving many different people and groups, from parents 
Unpopular opinion: You have all the guests you need.
Any college freshman can spit back the quote they learn on their very first day of Consumer Marketing 101: "It's cheaper to keep a customer than to go find a new one." 
All tip and no iceberg. That's a restaurant from the customers' point of view. The view from the pass is quite different. Demanding customers, unhinged staff and nocturnal hours make it an industry where the unusual is anything but. We 
Sri Lanka’s tourism industry, which boomed post-pandemic, is now looking more like the stilt fishermen found on the shores of Koggala, sitting atop poles driven into the sands of chest deep waters. What is unique about these fishermen is that 
Starting October 15, 2025, the US will join Finland, Canada, Belarus, Austria, Denmark, Qatar, Poland, and more in Sri Lanka’s updated visa policy, which mandates all tourists to obtain their Electronic Travel Authorization (ETA) online before departure. This initiative also 
How entrepreneur Charles Conconi ’92CC is driving more economically sustainable tourism on the South Asian Island.
When Charles Conconi ’92CC fell in love with Sri Lanka back in 2001, he fell hard. An international-development worker from Washington, DC, he visited the small 
The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every shift, every day, whereas in the past, first impressions were made by a voice reservations agent or during a 
Are they?
Barbara Streisland's song "People who need people are the luckiest people in the world”, written by Bob Merrill, reflects a sentiment about the importance of human connection and relationships. Merrill, who passed away in 1998, if alive today, may 
