opinionOp-Ed: Coronavirus exposes our industry’s glass jaw 4 years ago Suddenly, our world crashed. Between the bushfires, the floods, the sleeping giant of the drought and, in January, the emergence…5 reasons online guest reviews suck 7 years ago You could have 500 'excellent' reviews, and people will still read the three 'terrible' ones. Life is cruel.Personal responsibility and the law of diminishing returns 7 years ago If you saw the recent 60 minutes feature on the post GFC failure of the CEC Group in North Qld…How to kill a sale 7 years ago I have often been involved in transactions where the seller gave the impression of making it difficult for the buyer…Focus less on latest amenities, more on guest relations 7 years ago According to the J.D. Power 2016 North America Guest Satisfaction Index, the hotel industry may be reaching a customer satisfaction…Cost effective innovation appeals to customer wants and needs 8 years ago At many of my training workshops, I often receive feedback from apartment-style operators suggesting their properties are – more often than not – viewed as…