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Sales / Finance

A high tide floats all boats

We all know that the global economy rides the economic tides that wash in and out in the form of ‘boom’ and ‘bust’ cycles. One valuable lesson that we’ve learned from a healthy hospitality market is that a high tide read more...

Is your staff ignoring low hanging fruit?

Basic logic argues there are only three ways to improve a company’s bottom line. Increase revenue, reduce costs, or both. Imagine attending a meeting where fresh strategies intended to resolve or improve the company’s bottom line are discussed. The eager-to-impress read more...

Understanding hotel pricing

For hotel guests, it can be confusing how the cost of the same room, at the same property, can vary dramatically from one day to the next. But there's definitely a method to the seeming madness. Unlike running a convenience read more...

Brand overdose

There is a tectonic uplift occurring within the industry, where a deluge of brands competing with each other, is leaving customers dazed. Are we seeing too many hotel brands and sub-brands? The hotel industry has some explaining to do.   A little read more...

OTA's - the ultimate frenemy

The relationship between hotels and OTA has always been complicated, but nobody can deny the impact that OTAs have had on global travel and hospitality, connecting travelers to hotel rooms with efficiency and ease. Despite this, major hotel chains are read more...

Marketing puts you on the map

Marketing is crucial to building and maintaining success in business – and hotels are no exception. But in such a fast-paced and ever-changing world even luxury brands are struggling to keep up with the rules and trends of modern marketing. read more...

Texting for business? yes!

We love talking about millennials, and with millennials becoming the majority (not the entirety) of the workforce, an adjustment in how we communicate in business has exploded across many generations.   Several months ago during a talk with a group of millennials, read more...

Fish where the fish are

  Have you ever seen people fishing in the ocean from the beach shore? They may have driven their truck or SUV onto the sand and set up base with a few beach chairs, a bucket, and about four fishing poles. read more...

Let writers go gaga about us and we will succeed

  When examining the concept of word-of-mouth advertising, the words “Let our guests speak well about us, and we’ll succeed “is a profound endorsement that the consumers acceptance impacts positively on the restaurant operation. Lately however and especially in the world read more...

Revenue management is dead!

  If you are a revenue management practitioner, odds are people have asked you what you actually do for a living. This article will highlight a few of the ways in which revenue management has been defined in the past, how read more...

Why OTA's are uber successful?

Have you ever wondered why we all hear so much complaining and downright all-around annoyance being expressed from hotels about the on-line travel agents? You would naturally think that because there is so much protest being made that hotels would read more...

Going down the road

  This title belongs to a classic 1970 Canadian movie about two guys from Nova Scotia, Joey and Peter. They moved to Toronto to seek their fame and fortune. As luck and the writer’s pen would have it, they found little of either. My story read more...

Lifestyle branding

  It’s a recurring trend, and in today’s hyper-competitive world of branding, many are jumping on the bandwagon with a common goal: to become the next mega “lifestyle brand.” Although I carry admiration for those who have pulled off this monumental task, read more...

Metrics that matter in hospitality operations

  Those of you who run a hotel, or who are a key member of the management team – even a department head, are undoubtedly aware that there are hundreds of metrics, formulas and key performance indicators to grapple with. So read more...

Hospitality financial - flower power

  It was the spring of 1995 and I had recently transferred from one hotel back to the regional base and into a newly created position as the regional operations analyst. The job was tailor-made for me. The position was the read more...

The Customer Lifetime Value (CLV)

Imagine what happens when the market gets tough and room occupancy wobbles. The majority of hotel operators begin to worry on how they can sell more rooms and on how they can find new customers. In a shrinking market place, read more...

The matching principle

I tell my Introductory Hospitality Financial Leadership Workshop participants that the concept behind the matching principle is “the most important concept today.” Why? When it comes to producing financial information, it’s the cornerstone of understanding why we do almost everything read more...

Social media blackmail

The other day, I was talking to an hotelier about the power of social media. The World Wide Web, by giving us worldwide accessibility to the internet, has reshaped the world as we knew it. It has also given birth read more...

Have Brand - will travel (Part 1)

The word "brand" is derived from the Old Norse brandr meaning "to burn." It refers to the practice of producers burning their mark (or brand) onto their products. Taking a broad view, the hotel industry is fortunate in that we are seeing a rebound read more...

Have Brand - will travel (Part 2)

Taking a broad view, the hotel industry is fortunate in that we are seeing a positive rebound in travel over the past ten years - international and domestic crises notwithstanding. Arrivals to Sri Lanka since the end of the war read more...

Huffing and puffing?

To huff is ‘to make noise empty threats, to bluster or to inhale the fumes of a volatile chemical or substance as a means of becoming intoxicated’. So, what then is Puffing? It is an opinion or judgment that is read more...

The next big thing

For almost 10 years our industry has been a rocket ship of top line growth driven almost exclusively by big gains in RevPAR driven by solid increases in occupancy and rate. You also can’t go too far inside the online read more...

Hotel finances for dummies

My primary responsibility as the head of the finance and accounting departments in the hotel was to ensure the books were clean and balanced. What I really got paid for was serving as the “chief financial information officer.” The reality read more...

How important are women guests?

Some consider women to be the most important guests. Arguably, they could be right. Go on, ask yourself who is actually reserving the rooms at your hotel?  When travelling on business or with the family, who decides on the hotel?  read more...

Investing in financial leadership in your hotel

  CFO to CEO: “What happens if we invest in developing people and they leave?” CEO: “What happens if we don’t and they stay?”   I found this exchange in, of all places, the internet. Go figure. It’s an interesting back and forth read more...

What do revenue managers do?

Today’s market moves dynamically. Market dynamics means the factors that affect a market. For hotels, it goes beyond price, demand and supply and the Hotels most likely to succeed are those that learn to adapt to the new market dynamics. In read more...

Based on trust...

In a recent interview the founder and CEO of TripAdvisor said: “Trust, it’s all about trust. It is in our best interest to build and maintain trust. And it is working – people are coming back.” During a recent post-project review, however, read more...

Does your brand's tagline serve a purpose?

A hotel or restaurant’s guest service quality is determined by how well it actually treats guest, not by how well it tells them they’ll be treated.   What exactly is the purpose of your company’s tagline? Consider Audi’s “Truth in Engineering” tagline - how read more...

Tragedy in Chile points up Airbnb's safety shortcomings

Last month, six people died in Chile in an apartment they had rented via Airbnb. They were poisoned by carbon monoxide, which came from a heater that was not properly functioning. Airbnb did not take direct responsibility for the situation, according to a statement.    Legally read more...

9 critical traits for a great revenue manager

Once a “nice-to-have,” the role of revenue management for any property is now mandatory. It is at the epicenter of hospitality operations: Practitioners directly impact top-line performance – and the great ones strongly influence profit.   Sure, foundational skills related to the read more...

The 5 hidden costs of being branded (Part 1)

Marriott. Hilton. IHG. Wyndham. Choice. For years these chains have publicized the advantages of working with them: advanced loyalty programs that promise to bring consistent customers, low fees, tough negotiations with OTAs, and preferred financing options. Not so fast.   Are the brands’ read more...

The 5 hidden costs of being branded (Part 2)

Expedia once stated that “Of all the consumers searching Hotels.com, less than 0.5% is searching for specific large brands.” If the impact of the brands’ name and associated brand value was so important to a consumer, why would they choose read more...

The basic principles (part 1)

Accounting was a trade that had a global language much like carpentry or plumbing. There were universal rules that applied and these principles were exactly the same in the hotel business. That was good news. Accounting principles are universal. The read more...

The basic principles (part 2)

  The Business Entity Principle   This principle dictates that - unless a sole proprietor - the assets of the business and any rights to use these assets are separate and distinct.   For example, if Henry Ford was still alive and CEO of the read more...

OTA's - friendly foes?

In the last twenty years, the travel booking scenario has been completely turned upside down. Up until the mid 1990’s or so, travellers had two options: contact the hotel directly or book thru a travel agent. That all changed with read more...

City/Region wide supply and demand analysis

When you are preparing your budgets, an incredibly valuable tool is what I refer to as the “citywide supply and demand analysis.” I didn’t come up with this, however, I am going to explain how it works, why it’s so read more...

Benchmarking and key business indicators (Part 2)

(Continued from article "Benchmarking and Key Business Indicators (Part 1)".   Here is how to lay out the foundation to collect the data:     Record every single bit of your data in your financial system (general ledger) and financial statements. Create GL codes for read more...

Advertising to mislead?

I recall reading about a popular Lebanese restaurant in Qatar that was closed down for two weeks over the sale of Samman fish labelled as Hamour. The restaurant was also directed to publish the decision on its administrative closure on the read more...

Hotels never get ' stable '

According to one global commercial real estate company, Hotels are dynamic income producing assets that if bought, developed, operated and disposed of at the appropriate time would yield superior returns. Let’s however assume that you are in the hotel business read more...

How to prepare a financial budget

Tis the season and most hotels are already well under way with their annual grunt work to prepare a 2020 plan for the regional and corporate teams to review and then it is onward to ownership seeking their approval.   In most read more...

The power of OTA's

Does your hotel rely on OTAs for bookings? Would you prefer to have more reservations made directly with your hotel? What can hotels do to take the initiative back from OTAs and implement a successful direct hotel bookings strategy that will minimise their read more...

Leaving before being served

Have you ever walked into a shop or restaurant and left before you were served? I have…and as I recall…many times. Mostly, these were in places that had a product or service that I was looking out for, and, where, read more...

The customer as per Bob Ansett

Bob Ansett ran the most successful rent-a-car business in Australia for 25 years. During that time, he did some creative and yet unorthodox sales methods. Example: on one occasion they had run out of cars and a customer called asking read more...

How to use 21-point flow thru inspection ( Part 2)

Continuation from "How to use 21-point flow-through inspection (Part 1)" by David Lund   13. Minor operating departments. Depending upon the variety and size of these operations we need to pinpoint one by one the variance in revenues and profits. Zeroing in read more...

Who inspired you?

Who was the one person in your career you would have done anything for?   Be you for a moment and re-live the experience you had when your career really took off. That place in your past that had you really growing read more...

The financial forecast disconnect and how to correct it

When I work with hotel clients around their financial leadership it’s often centered on getting the team to do their monthly financial forecast. A greater interest in doing it produces better and more consistent results. When doing financial leadership workshops read more...

Hospitality financial - flower power

It was the spring of 1995 and I had recently transferred from one hotel back to the regional base and into a newly created position as the regional operations analyst. The job was tailor-made for me. The position was the read more...

Incentive plans

Recently I have been working with a client who has four hotels and we worked on putting together an incentive plan for his executives. This is a story about how we structured the incentive and the goals around the plan read more...

Are hotel loyalty programmes evolving?

In the early 2000’s a study of 364 guests at two big-city hotels by Cornell University’s School of Hotel administration recommended hoteliers to consider redirecting some of their frequent-guest expenditures towards strengthening human resources and improving the guest experience through read more...

Understanding liabilities

When I do financial leadership workshops with hotel teams we often talk about liabilities. I tell my audience that I know for a fact that each one of them have at least two liabilities. I get some puzzled and Kreskin-like read more...

Creating a financially engaged team: what to avoid

Creating a financially engaged leadership team takes time, commitment, respect for fair play, resources and a sense of adventure.   When creating something new, for me there was always an element of the unknown. In writing my book, it occurred to me read more...

The three dimensions of delegation

Delegation has three dimensions that are powerful tools. Delegation is also quite often misunderstood. In this article I am going to explain my thoughts on how to use delegation to be more productive, to grow your own abilities and to read more...

The rise of select service hotels

Forget the explosion of brands – now comes a new type of hotel to add to the confusion of Full service and Limited service hotels: the select service hotel. The demarcation that separates one hotel asset class from another is read more...

Zero based expenses - how to plan and manage

I help hotels manage their profits more efficiently and in the hospitality world, there are only two main cost types that need a system and a strategy to properly control them. The two culprits are payroll and expenses. In this piece, I am read more...

Separation of duties

In the business world protecting your assets is a critical strategy. Without it, you are open to “things” happening that can cost you a fortune. I was trained with the concept of separation of duties as a foundation so in read more...

Separation of duties - Part 2

In the business world protecting your assets is a critical strategy. Without it you are open to “things” happening that can cost you a fortune. I was trained with the concept of the separation of duties as a foundation so read more...

7 Daily revenue audit must do's

The hotel business is a retail business and in order to stay on top of your business you must fully and completely balance your daily revenues and settlements. Every day we begin anew and every day is a story unto read more...

After COVID-19 every customer counts...

In the 19th century, Italian engineer and economist Wilfried Fritz Pareto observed that 20% of Italians held 80% of the country’s wealth. Expanding on his ‘law of the vital few,’ Pareto held that a multitude of different events and social read more...

The CRM challenge

Dan, the President of ABC Hotels firmly believed that having the best Customer Relations Management (CRM) system was the solution to achieving the hotel’s ROI goals, motivating his sales team and delighting hotel guests. He then hired a CRM vendor read more...

Using EFTE's in your financial reporting

If You Can’t Measure It,You Can’t Improve It. Management thinker Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure.” Drucker means that you can’t know whether or not you are successful unless success is defined and tracked.   In read more...

Understanding the concept of owner spend

The hotel business is unique with owners, brands and assets all vying for their individual needs and attention. All the while this delicate balance has some interesting business characteristics that are essential for hospitality financial leaders to understand. It’s not read more...

How to astonish your customers...for the wrong reason

Imagine that you are an Army General tasked with invading enemy territory. Before you lead your troops into the unknown, you would obviously study available maps, showing what lies ahead the surrounding landscape including key structures like bridges, roads and read more...

Serving

The chapter below is an excerpt from my new book. It’s fiction but some of the characters and story lines are based on people I have worked with and events that have taken place in the hotels I have worked read more...

Moving - Part 1

In the hotel business if you want to get ahead you better be ready to move. It’s the way in which you can multiply your opportunities and increase your chance for greater personal prosperity. That’s the way it was explained read more...

A bit about "You Sally"

By someone’s estimate there are roughly one million hotels in the world. I take it that number includes all the different kinds of hotels from small inns and hostels all the way up to your full-service multi-outlet mega hotel operations. read more...

The third pillar - Part 1

In the hotel business, there are three pillars: the guests, the colleagues, and the money. They are not equal.   They are not equal because we ignore the third pillar and we do so at our own peril and out of a read more...

The third pillar - Part 2

Pillar 3 – The Money   The money, the P&L, the owner, it all boils down to the same thing, providing a superior return for the stakeholder. How is this pillar different? Well, really it is not different. We just treat it read more...

Engage their hearts and minds first

Getting your hotel leadership team excited about accounting is like someone thinking its fun to go to the dentist. Your average person wants nothing to do with it because they have a predisposed notion that it’s yucky, boring and better read more...

Serving lunch

Almost 40 years ago now I was a busboy at a large and busy resort in the Canadian Rockies. I had transferred west a few months earlier from another hotel in the same chain where I had worked for two read more...

Brands tapping into the psyche of customers

We humans are social creatures. This is why we find COVID-19 so hard to endure. Apart from the fear of infection leading to possible death for the more vulnerable, our tribal urge is so intense that we cannot stay in read more...

Moving - Part 2

In the hotel business if you want to get ahead you better be ready to move. It’s the way in which you can multiply your opportunities and increase your chance for greater personal prosperity. That’s the way it was explained read more...

Shift your thinking

We all have predisposed ways that we look at our world and the things, people and circumstances inside of it. It’s what makes us human and we either have an open mind or one that’s closed. Another way to express read more...

Shift your thinking - Part 2

I like to talk to my workshop participants about this important view of their world before we begin. I know that most have come to my workshop thinking we are going to talk about accounting and for most people, that’s read more...

Morning golf

In my career, I have worked in some incredible hotels and resorts. One of my resort experiences included a summer where a group of us would gather each morning and play nine holes of golf before work. This story is read more...

The daily revenue audit - the must do's

The hotel business is a retail business and in order to stay on top of your business, you must fully and completely balance your daily revenues and settlements. This means dotting the eyes and crossing the Ts, examine them. Every read more...

The top 10 forecasting secrets - Part 1

Forecasting is incredibly important because we need a fresh and current plan to help us execute our financial strategy and as the saying goes, “Without a map any road will take you where you want to go.” I know for many hotels read more...

Do you know HENRY?

We ‘re not talking of Henry – one of two characters (the other was Liza) in the children’s song “There’s a hole in my bucket (or”…in the bucket). This is about another HENRY who not many are aware of or read more...

The top 10 forecasting secrets - Part 2

Forecasting is incredibly important because we need a fresh and current plan to help us execute our financial strategy and as the saying goes, “Without a map any road will take you where you want to go.” I know for many hotels read more...

Ensuring sustainable service

Have you ever gone to a restaurant and experienced a great meal with excellent service only to wait for 40 minutes for the check as the service intensity gradually declined throughout the evening? Perhaps the wait staff got tired or read more...

Only 2 percent better

When we think about solving a problem or fixing a situation and especially when it is a complex issue, we tend to put our head in the sand, throw up our hands and say, “This is not working. It’s so read more...

Credits to cost of sales in food & beverage

Giving the proper credits to your food and beverage operation is an important task. You want to ensure it is done consistently and fairly. This article examines all the usual credits, different types, the proper way to take them and read more...

Rooms market segmentation

One of the most overlooked tools hoteliers have is the ability to create and use rooms market segmentations. Market segments are customer types not geographical. In the manufacturing world, like the old days with VCRs, you have one company making read more...

Money never looks after itself

I do not know about your experience, but for me growing up in the hotel world, and especially my first decade working in F&B and rooms, the adage, “Look after the guests and the money will look after itself,” was read more...

The ROI for financial leadership skills

When it comes to investing in oneself many times people overlook the outcome and instead concentrate on the up-front cost. When we look at the opportunity to improve our own personal prosperity, we need to see the full picture. We read more...

Top 10 list for controlling labor costs

Managing labor costs is a never-ending battle in any hotel. No wonder it adds up to on average 50 percent of the total revenue in hotels around the world. To say labor cost is important is an understatement so in read more...

Calculating Breaking Point in hotel pricing - part 1

As travel restrictions gradually relax and cross border movements open slowly but surely, hotels are beginning to re-open. Some are doing so in-the-blind, whilst others are calculating their Break-Even Point (BEP) to try and establish their cost of operation and read more...

Why is hotel accounting different?

I heard this about 40 years ago and it has stuck with me. I was a newbie cocktail waiter working part time in my hometown hotel. One of my regular weekend customers was the controller and he was telling me read more...

Why you need a month-end schedule

If you complete a regular monthly close in your hotel, and I certainly hope you do. And if closing your books takes longer than three-five working days, then this is meant for you. Doing your month-end and having a final read more...

Social media marketing misconceptions

I do a fair bit of social media management for a variety of companies across several industry segments and have been a social media user since 2007. Over that span of fifteen years, I’ve seen social media grow, evolve, change, read more...

Marketing to Millennials

You may have come across the term Millennials. Who are Millennials? Did you know that your marketing efforts need to be tailored in order to effectively reach them? Let me break it down for you. Firstly, contrary to popular belief, read more...

Balancing daily revenues and settlements

The hotel business is a form of retail business. Every day we must balance our revenues with our settlements, just like you would if you owned a store. Or for that matter any business that has sales every day and read more...

The 6 quadrants of GOPPAR

GO PAR is the new and exciting measurement everyone is talking about in the hotel business. But let’s be honest. It is a bit of a stretch to comprehend. It is a little more complicated than REVPAR.   Why you ask? Well, read more...

Why should Sunday be the check-out day?

For the majority of people who spend a weekend in a hotel, Sunday morning brings closure to their weekend as they check out of the hotel to return home, to prepare for the new week ahead. And that’s been the read more...

Hoteliers, do you know your new audience?

With all that has happened during the past twenty four months after COVID-19, hotels and restaurants have had to carry out a total revamp of how they operate. Ensuring the health and safety of both customers’ and employees was the read more...

Six habitudes of hotel sales success

As my workshop participants and frequent readers know, I often talk about the new era of "Silent selling," - where most correspondence is happening via email, app message or text. My recent train-the-the trainer articles have focused on a "tech read more...

The bridge

In our lives we are continuously evolving as people. When thought of most of the time, this evolution seems like a continuous stream of challenges to overcome. This persistent development is both personal and professional.   The bridge is what I refer to read more...

A Jetstream

I am willing to bet that title got your attention; you’re probably wondering what that is all about. Jetstream is a Canadian company that has developed software and a platform of services that I think will revolutionize our industry. I read more...

The first fifty

As I write this piece, I am proud to say I am 58 years young. So far, my life has been great. Many challenges to overcome like anyone and many bumps in the road for sure. Someone once said that read more...

Why auditors miss the mark

I recently watched a documentary on fraud and why the auditors were unable to detect anything even when they were right on top of what was so obvious to the person featured in the interview. The narrator also explained very read more...

Proofreading can save you money!

Bad copy can be a huge turn-off.   Did you know that proofreading can save you money? As a writer, editor, proof-reader, and content creator, let me tell you how that simple step of proofreading – whether it’s asking one of your read more...

What counts and why?

If you do not have all three of these metrics on your radar screen at the same time, you are flying the profit picture in your food operation with at least one eye closed. All three metrics must work together read more...

What counts and why? (continued)

Contribution Margins   The third part of my radar screen is the most powerful and, in my experience, the least understood aspect: food contribution margin. It is the inverse of the food cost relationship.   When you boil it down, it is: What’s my gross read more...

The early arrival program

With my workshops and speaking I often do an exercise where I challenge each leader to find a minimum of $250 in next month’s forecast that can be savings in the form of reduced payroll or expenses. It can also read more...

How to prepare a 5-year proforma

Preparing a five-year financial plan for your hotel might sound daunting, but it is all in your head.   Let’s lay it out. You are either dreaming about a business that does not exist yet and you need a plan, or you read more...

Seeing stars on hotel ratings

What’s the next step one takes after deciding where to go on a trip? Choose a hotel most likely… which means probably checking out various hotels in the planned area or destination of visit.   Most travelers look into a hotel’s classification read more...

Top 10 list for controlling hotel expenses

The word “expenses” needs to be defined and refined for this article. Expense broadly refers to any cost a business has including payroll, goods and services and cost of goods, “the cost required for something; the money spent on something.” That is read more...

Hotel salespeople need to turn on their webcams

Face-to-face contact, even virtually, is critical to making connections.   While the transition to working remotely was certainly hastened by the COVID-19 pandemic, the shift was already underway for the profession of hotel sales.   As brands and management companies moved toward a regional read more...

The ABCDE's of marketing

Chip Klose knows more than a thing or two on marketing. He also knows that if a process is too complex, people will lean towards totally abandoning it. Hence, he came up with his ‘ABCDE of Marketing’, which the renowned read more...

Auditors who don't know what they don't know

I’ve had my share of dealing with external auditors in my several decades of working in hotels, particularly midway during my hoteliering career, as Front Office Manager.  The fact of the matter was that many of the auditors that were read more...

What is "Hospitality Financial Leadership?"

A few years ago, finding the three words "hospitality financial leadership” together in one sentence was not possible. I know because I tried to Google them in 2014 and came up with a grab-bag of ideas on leadership, consulting, courses read more...

Engage their hearts and minds first

You might think that getting your hotel leadership team excited about accounting is like convincing them it is fun to go to the dentist.   Your average person wants nothing to do with it because they are predisposed to think it is read more...

The post-pandemic blurring of market segments

Hotels charge customers different room rates during different periods. One could pay $125 for a room in January and be charged $75 for the identical room in June. It all depends on the hotel’s occupancy levels or seasonal pattern. High read more...

Closing costs

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...

How to properly record packages in your hotel

Packages are, on the one hand, straightforward. They are a well-established offering in most hotels, customers love them, and they are not going away. On the other hand, most hoteliers are at a loss to properly set up and manage read more...

Acquire direct bookings by training your front desk team

Front-desk employees have the power to encourage known regular guests to book direct. Here are some tips on how to help train your front-line staff on increasing conversions.    When I attend hotel industry conferences, it seems that hoteliers everywhere are talking read more...

The Minimum Room Rate riddle: a house divided

Is it lawful for hotels to ‘join together their independent decision-making power’ to raise prices? Due to one’s inability to convince others, is it proper to use the government to get those who might not agree otherwise, to simply ‘make read more...

Be smarter about loyalty

In our industry, we tend to pay great attention on attracting new guests, so much so that it dislodges our focus from nurturing loyalty among past guests.   In the article titled “Do as I say, not as I do” by Phil read more...

The top 10 cash controls

Cash is King. That’s an old expression but it’s also one that still rings true today. Everyone likes cash even if we don’t carry so much with us personally anymore. It’s important to recognize that some people will help themselves read more...

Don't make fools of your customers

“An ounce of performance is worth pounds of promises.” – Mae West   The power of marketing is immense. For hotels it can fill rooms, boost traffic, and create a din noisier than fanatical fans at a soccer match during the weekend.   The read more...

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