Op-Ed
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Op Ed: When guests complain, sincere empathy from staff can make a difference
Doug Kennedy on guest service: "Obsequious service recovery is meaningless, but heartfelt apologies foster forgiveness"
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Op-ed: Beyond “green-washing”
David Nicolas on sustainability and well-being initiatives & how accommodations can best communicate & motivate sustainable choices
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Op-ed: “No immediate return to 2019” for trans-Tasman hotel industry despite green shoots
The Indications are there is still some way to go before either New Zealand or Australia's hotel industry can claim…
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Op-ed: 5 Essential Experiences for the modern guest
Eric Wong's Top 5 Essentials: To help you achieve the central mission of 'welcome and comfort' for your guests
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Op-ed: Will staggered return to offices threaten CBD hotel recovery?
Ross Beardsell and Vibhor Kalra look at new JLL research that demonstrates a correlation between office occupancies and CBD hotel…
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Op-ed: The festive rush is coming & businesses must hire
As the busiest period of the year approaches Trent Innes says hospitality, industries must review their holiday rush hiring strategies…
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Op-Ed: Guest wifi expectations and how to exceed
Wifi is an evolving beast and every few years you need to assess what you have at your site and…
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Op Ed: Be a ‘Vibe Flipper’
Doug Kennedy explains why 5G Positivity is a frame of mind we can choose every day, much as you would…
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Op-Ed: Google reviews can be nasty, but are they defamatory?
Negative or fake reviews of your accommodation business are unkind & unfair, they can be damaging but can you pursue…
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Creating the hotel of the future: Empathy, intelligence and scalability
Empathy, intelligence, and scalability are most valuable guides for any business when it comes to envisioning the future and then…
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