Will AI help bring back the invisible manager into the spotlight?
In hospitality, guest experience is the currency that keeps your doors open. An awful experience, such as a poor welcome, bad food, inattentive service, even slow Wi-Fi can cause reputational damage. But above all, there’s a silent killer lurking in 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 
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 
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 
More, more, more – acquire more new customers and move on to continuously acquire some more new customers. This sentiment around new customer acquisition encompasses virtually every industry. But what if we shifted the underlying idea here? What if we 
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" 
Wellness is becoming more than yoga or going to the spa and meditation. It’s becoming a sensory experience wrapped around the guest journey within the hotel, on the basis that the more senses involved, the more memorable and beneficial the 
The USS Abraham Lincoln serves 18,000+ meals daily to 5,000 sailors. With a $2M monthly budget, the crew eats 2,500 lbs of chicken and 20,000 coffee cups. Cargo lifts move tons of food from deep decks to 24/7 galleys to 
Airlines use slower boarding methods because they help sell perks like priority boarding and seat upgrades.
Saving time or making a few extra bucks? Southwest Airlines wasn't the first to do assigned seating, but it’s certainly the latest to remind passengers that the aviation industry prioritizes money 
War has a way of exposing vulnerabilities that arise from interconnection – Peter Goodman
The sight of Dubai’s Fairmont ‘The Palm’ hotel ablaze following an Iranian missile strike, during the fourth day of the war in the Middle East, was a stark reminder 
International ‘Women’s Day’ (IWD) was celebrated on 8th March 2026. The day marked a call to action for accelerating gender equality. But that acceleration is painfully slow, given that IWD has been around for over a hundred years. The sad 
“Noma is not a story of innovation. It is a story of a maniac who bred a culture of fear, abuse, and exploitation.” - Jason Ignacio White
A celebrity chef at a Michelin-starred restaurant dubbed the world’s best has quit after 
