Lead Hospitality
TOPIC

Customer-Centric Revenue Management

12 articles available in English.

NEW PUBLICATIONS

Keep reading

One Request, One Time
Operational Performance

One Request, One Time

A guest should not have to repeat the same request to Reception, Housekeeping, Maintenance or F&B. I examine the operational cost of repetition and…

The Survey Is Dead. Long Live the Conversation
Recommended Publications

The Survey Is Dead. Long Live the Conversation

Traditional guest satisfaction surveys are losing effectiveness: they arrive too late, create friction and deliver increasingly limited insight. Hospitality needs to move towards conversational…

Anatomy of an Irrelevant Hotel Product
Premium Publications

Anatomy of an Irrelevant Hotel Product

Most hotels are not truly competing through differentiation. They are fighting to survive in a market where their proposition is unclear or irrelevant. This…