The New Age of Accommodation: 3 Things Impacting Traveller Expectations Today

One of Aesop’s fables involves a giant Oak and a tiny reed. The Oak berates the reed for bending in the slightest breeze, and brags continuously about its own strength. When a violent storm comes, the tree splits and topples to the ground. The reed, because of its ability to bend and change in the wind, remains standing.

Read More

The End of Star Ratings for Hotels?

When I was new to the hotel business, people would start the booking process by cracking open a Michelin or AAA hotel guide. They would locate their desired star-rating, browse the hotels listed, and book a room according to annually published rates. No online ratings, no blogs and no dynamic pricing. It was all nice and neat—the guest trusted the rating agency to do its job, and that was that.

Read More

Why Marketing Your Property Starts from the Inside Out

One of my early mentors as a young GM was an abrupt and direct company director who insisted that everything we did in the hotel had to be perfect. He proof-read every menu and brochure, and wasn’t the least bit happy to find spelling or grammatical errors. If we got an actual fact wrong, we’d never hear the end of it. We had a huge argument once over whether or not to introduce a breakfast buffet because he was concerned that it would not present well enough. He eventually relented but only after we agreed that it would be perfect!

Read More