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 read more...
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. read more...
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 read more...
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 read more...
Valet operations frame the guest journey at two of its most time-sensitive moment; arrival and departure. Even before being welcomed by the hotel doorman, the valet is the first person certain guests encounter. Hence, they outline the initial opinion as read more...
In July, 2022, Elisa and her friend, Molly, spent 4 days at the W Hotel in the desert. By all accounts, their stay was fabulous. At check-out, they reviewed the bill and everything looked fine.
Two weeks later, though, Molly found read more...
I am normally a book-direct person – particularly for local hotel stays. Making a direct booking with hotels provides a flexibility to make amendments or specific room requests whilst talking to a live person. Additionally, many hotels offer perks like read more...
For decades, the internet seemed to signal the end for travel agents. And the industry did take a big hit, with the number of US agents dropping nearly 50% between 2000 and 2012.
But all these years later, and despite the rise of read more...
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 read more...
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 read more...
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 read more...
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" read more...
