A real
perspective on
Hospitality

Hotel Management

The Guest Is Not Always Right—and Pretending Otherwise Is Hurting Hotel Teams

For too long, hospitality has confused guest-centric service with submission to the guest. Guests deserve respect, to be heard and an excellent experience—but that…

Customer Experience (CX)

Guests Buy a Fragmented Hotel Promise

Hotels do not fully control the promise guests encounter across OTAs, maps, agencies, social media and partners, but they are still accountable for it.…

Hospitality Innovation

The Easy Ride Is Over for Many Revenue Managers

Artificial intelligence is automating many of the tasks that have traditionally justified the Revenue Manager role: analysing pickup, comparing patterns, updating forecasts, monitoring competitors…

Premium Publications

Ethics and Leadership in Hotel Management

Why ethical leadership matters in the hotel industry—and how it can make a difference for employees, investors and guests.

Hotel Management

The Obsession with Occupancy Is Destroying Hotel Profitability

Occupancy remains one of hospitality’s most celebrated metrics, but filling a hotel does not necessarily make it profitable. Unnecessary discounts, poorly priced groups, high-cost…

Hotel Management

We May Have Misunderstood Guest Experience: Guests Don’t Want Surprises—They Don’t Want to Waste Time

Hospitality often focuses on personalisation, memorable experiences and wow moments, yet many guests still have to wait, repeat information, search for answers or chase…

Hotel Management

The Difference Between a Well-Managed Hotel and One Held Together by Heroics

A hotel can appear to run flawlessly while relying dangerously on a handful of people who can solve anything. The difference lies between an…

Digital Marketing

ChatGPT Now Has Ads: Opportunity, Risk and a New Battle for Hotel Distribution

Advertising has arrived in ChatGPT, and for hotels, the question is not simply whether a new marketing channel is emerging. The real debate is…

Hotel Management

The Guest Journey: Why I Wrote a Book About What Really Happens Before, During and After a Stay

The Guest Journey stems from a conviction shaped by years in hospitality: guests do not experience departments, processes or organisational charts—they experience one relationship…

Hotel Management

When Hotels Need More Discipline and Less Motivation

Hospitality talks a great deal about motivation, but often too little about discipline. When standards are unclear, accountability is diluted, follow-up disappears and poor…

Hotel Management

Your Hotel Has Amnesia. The Era of the Hotel That Remembers Begins

For decades, hotel technology has been built around the room. HotelGEX starts with an uncomfortable idea: we have been putting the wrong thing at…

Hotel Management

The Smart Hotel: Why I Wrote This Book

In The Smart Hotel, I explore how artificial intelligence, data and automation are reshaping hospitality—from guest relationships and direct booking to revenue management, operations…