Everyone in this industry is talking about a crisis right now and depending on who you ask, it’s a completely different one. Owners blame tax and wages, staff blame being run into the ground for less real money than they made last year and guests say the service isn’t what it was, despite paying more […]
Why are there so many Bristol hotels around the world? It’s not a single cohesive brand, so why the name “Bristol”? Let’s look at a slice of hotel history that seldom gets mentioned nowadays yet has a worldwide imprint and a lesson even today for ROI growth. At first glance, you’d think these 200+ hotels […]
At 6:40 PM, the lobby looked calm. No queue. No angry guest. No manager being summoned from the back office. Yet front office and housekeeping were working with different room-status information. Engineering had been called twice for the same issue. One employee had skipped the official channel and messaged a colleague directly because it was […]
An estimated £3.5 billion* in UK hotel revenue could be at risk each year as frustrated travellers abandon online hotel bookings, according to new research from Profitroom. The study found that more than one in four travellers (26.4 per cent) have “rage-quit” a hotel booking after encountering problems during the booking journey and never gone […]
There is a quote commonly attributed to Henry Ford: “If I had asked people what they wanted, they would have said faster horses.” Whether Ford actually said it is almost irrelevant because the underlying idea remains a seminal lesson for tech innovation, no matter the generation. Customers are excellent at describing today’s frustrations but far […]
