Service Charge vs. Tip: What you need to know
Imagine dining out with your wife at a restaurant: -
Scenario one: After going through the menu, your wife orders a grilled salmon with a salad. You on the other hand, prefer to try out the roast chicken accompanied with French read more...
Customer complaints are a gift. Service operators should be thankful that their customers have given up their time to make them understand their dissatisfactions. However, some service operators may be offended by the complaints and attempt to respond with “good” 
An area in a hotel that arguably receives the least amount of love has got to be the carpark. Because let’s face it, this vehicular accommodation space is probably one of the more unglamorous parts of the hotel – unless 
A reflection from inside Sri Lanka’s wine trade and tourism scene...
Having been involved in the wine trade here for many years, I’ve seen how the Sri Lankan wine market has evolved and how certain well-intentioned tax policies can quietly work 
When I decided to follow a career in hoteliering, I knew it was a 24 - hour business. Unlike most other industries, the doors stay open to visitors 7- days of the week, 365 - days of the year, and 
In my life, there are few if any financial moments that have created a lasting positive memory. At least that is how it has been for me. Not too many earth-shattering activities, but one on the money side stands out. 
Two years after severe turbulence left one passenger dead and dozens injured on a Singapore Airlines (SIA) flight, investigators have released their final report, addressing key questions about what caused the disaster. Flight SQ321, travelling from London to Singapore, was diverted 
Sri Lanka welcomed 145,745 international tourists in May 2026, marking a 9.7% growth compared to May 2025. A late-month surge pushed total arrivals for the first five months of the year to total 1,022,022 tourist arrivals, according to the Sri 
Sri Lanka welcomed 135,643 tourists in April 2026, marking a 22.32% year-on-year (YoY) decline, when compared to the 174,608 visitors who arrived to Sri Lanka in April 2025. It was even less than the 148,867 tourists who visited the island 
Here’s what operation leaders can do about it
Although there are surely plenty of amazing hotel operations leaders and sales superstars to whom this article does not apply, based on my personal experiences when providing hotel sales process assessments, my sense 
When the airline JetBlue had a series of customer breakdowns, the company CEO drew up a passengers’ bill of rights, a written communication if one may call it to smooth things up. The bill of rights he circulated to the 
For now at least…
Having covered the hotel industry for years now, I've heard multiple times from executives in interviews and on conference panels some variation of "A robot can't clean a hotel room.”
It evolved to "A robot can't change sheets" 
