Those 3 dreaded words
The challenges facing the business of hospitality are on striking the proper balance of combining tech innovation with realism, when delivering personalised experiences.
Self-service kiosks have become increasingly popular in different industries and its entry into the hospitality industry comes as read more...
Legendary service.
Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence?
If you give good service, that’s not legendary. If you go out of your way for 
For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training 
135,907 tourist arrivals to Sri Lanka in October 2024 was a 25% rise compared to 109,199 in the same month last year. However, that increasing rate is below the year-to-date growth rate of 44% in the first 10 months of 
We all expect employees to perform perfectly, and when they make a mistake, we quickly label them as being careless… without looking at the root cause – the why? In a lot of cases, particularly in hospitality businesses, it’s due 
When you give a high level of customer service quality, your customers will appreciate you more. But when you give lousy service, your customers can be a pain in the neck.
The flip side is also true about customer service quality. 
The popularity of vegan diets continues to increase around the world. Indeed, in 2023, the vegan food market grew to more than US$27 billion. The term “vegan” usually refers to foods that contain no animal ingredients (meat, poultry, eggs, milk, fish, 
Looking for an ‘out of this world’ getaway vacation? Look no further. These are hotels that boast of uninvited inhabitants who are not recorded on the nightly occupancy stats - despite some of them being the longest long-staying guests. These 
I’ve been in the hotel industry for over 45 years. Many erstwhile colleagues whom I worked with have called it quits and quietly gone into retirement, I haven’t. Yes, I’ve eased my foot off the pedal but I’ve not taken 
New research explains
Whether it’s to calm nerves or simply to enjoy the flight, you may choose to order an alcoholic drink when on a plane. However, new research suggests you might want to avoid napping after the fact - flying, drinking, and 
My professional career began over 30 years ago in a fine-dining French restaurant called “The Palm Terrace.” I started as a busboy, and then worked my way up to various roles.
However, the job that transformed me; the one that made 
“What guests really remember about a hotel is not service (the task that is expected) but it [is] the hospitality that is exhibited.” – Montgomery, 2016
Employee turnover, customer experience, and sales are the top three challenges facing hospitality and retail businesses 