opinion
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Industry
Op-Ed: Coronavirus exposes our industry’s glass jaw
Suddenly, our world crashed. Between the bushfires, the floods, the sleeping giant of the drought and, in January, the emergence…
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Industry
5 reasons online guest reviews suck
You could have 500 'excellent' reviews, and people will still read the three 'terrible' ones. Life is cruel.
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Industry
Personal responsibility and the law of diminishing returns
If you saw the recent 60 minutes feature on the post GFC failure of the CEC Group in North Qld…
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Industry
How to kill a sale
I have often been involved in transactions where the seller gave the impression of making it difficult for the buyer…
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Industry
Focus less on latest amenities, more on guest relations
According to the J.D. Power 2016 North America Guest Satisfaction Index, the hotel industry may be reaching a customer satisfaction…
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Industry
Cost effective innovation appeals to customer wants and needs
At many of my training workshops, I often receive feedback from apartment-style operators suggesting their properties are – more often than not – viewed as…
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