A complaint is like a carrot…

The first step in conquering complaints is to understand their root causes. It occurred to me that a familiar root vegetable was a perfect physical representation of these root causes, so I call it the “Carrot Model".

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To F&B or not to F&B?

One of the thorniest dilemmas in hotel operations is whether to have to a restaurant and then how to run and manage it, according to panelists at the recent Hotel Operations Conference in London.

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