For decades, growth in hospitality has largely been defined by expansion of new markets, new properties, and new sources of demand. However, an increasing number of operators are recognizing that not all growth requires geographic scale. In many cases, the more durable opportunity lies in going deeper within markets where demand is not occasional, but […]
It is late in the evening, and a family is planning their summer holiday. A few years ago, this moment would have been familiar to all of us in hospitality. Multiple tabs open, scrolling through Tripadvisor or Booking.com, comparing ratings, reading detailed experiences, trying to make sense of conflicting opinions. One guest praises the breakfast, […]
Every AI-in-hospitality panel I sit through ends up in the same room: the lobby. Talking chatbots. Voice concierges. The robot that brings towels to 412. It makes for good demo videos and sometimes a press release, and most of the time it makes for a project that quietly stalls six months in. The actual money […]
Walk into almost any independent hotel, restaurant or bar in the UK and ask the owner how they measure guest satisfaction. Chances are they’ll mention their TripAdvisor score, their Google rating, and if they’re slightly more sophisticated, their Net Promoter Score. NPS has become the default benchmarking tool for hospitality businesses trying to understand how […]
The hospitality industry spends heavily on training. Service recovery workshops. Standards refreshers. Communication training. Certification programs. Role-play sessions that most staff forget within the following weeks. The intent behind all of it is real. The results are not what anyone expected. Not because training fails. Training does exactly what it was designed to do — […]
