Hotel Strategy
Google Enters the Last Mile of Hotel Booking
Google AI Mode can now help travellers discover, compare and book hotels within a single conversation. The shift shortens the booking funnel, reduces website…
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Hotel Strategy
The Door, the Rate, and the Red Line of Hotel Positioning
Hotel positioning becomes real when it defines the demand you want to attract, the price that protects your proposition, and the business you are…
Recommended Publications
Every Hour of a Hotel Room Has a Price—and a Cost
A hotel room is not simply inventory sold by the night. Every hour between one guest’s departure and the next guest’s arrival has an…
Artificial Intelligence (AI)
The Revenue Manager Who Only Changes Prices Is Becoming Extinct
Artificial Intelligence will not eliminate Revenue Management, but it will reduce the value of professionals who limit themselves to producing forecasts, reviewing rates and…
Hotel CRM
Your CRM Knows Too Much—and the Guest Is Starting to Notice
Hotel CRM can strengthen recognition and loyalty, but outdated, excessive or context-free guest data can turn personalization into discomfort. I examine where useful memory…
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…
Hotel Strategy
The Invisible Guest: Why the Hotel Experience Belongs to More Than the Booker
A hotel stay rarely belongs to one person alone. The booker may not be the payer, decision-maker, primary user of services or the person…
Recommended Publications
Revenue Management Without Discounting: How to Sell Uncertain Hotel Capacity
When demand becomes unpredictable, lowering rates can feel like a way to regain control—but it often gives away margin without creating incremental bookings. A…
Premium Publications
Management by Objectives: Perhaps a Model Worth Reconsidering
Management by Objectives (MBO) is a framework for defining and managing organisational goals. It can improve alignment and productivity, but poorly designed implementation may…
Premium Publications
The Third Dimension of Hotel Guest Feedback: Knowing When to Act
For years, hospitality has focused on understanding what guests want and how they feel. But there is a less explored third dimension of guest…
Recommended Publications
Handling Difficult Hotel Guests: A Challenge for Hospitality Staff
Learn how to handle difficult hotel guests with empathy, effective communication and a well-trained team. Explore practical strategies for managing challenging situations and turning…
Premium Publications
AI Shouldn’t Give Hotels More Answers. It Should Help Us Make Better Decisions
Artificial intelligence is expanding hotels’ ability to analyse information, but more answers do not automatically lead to better decisions. This article argues for moving…
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…
Recommended Publications
Hotel Strategy Is Not About Deciding What to Do. It Is About Deciding What Not to Do
Hotel strategy is not about doing more than the competition; it is about making better choices. Drawing on the origins of strategic thinking, this…
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…
Premium Publications
The Invisible Journey of Hotel Talent
An in-depth look at competency-based learning in hospitality, exploring how talent’s psychological states shape hotel culture, execution, leadership and operational excellence. The article connects…
Strategic Planning
The Real Cost of Lacking a Hotel Identity
Trying to appeal to everyone is one of the most expensive decisions a hotel can make. When a property fails to define what it…
Strategic Planning
The Ideal Guest Strategy
Defining the ideal guest is one of the most important strategic decisions in hospitality. This article presents a practical framework to identify the guest…
Premium Publications
EX and CX as a Brand Strategy: The Consistency That Builds Hotel Value
Aligning employee experience (EX) and customer experience (CX) is not a luxury but an essential hotel brand strategy. When teams genuinely live the service…
Digital Marketing
How and When to Put Hotel Marketing at the Heart of the Business
Marketing is essential for any hotel or hotel group. It builds demand, strengthens the brand and improves long-term guest relationships. Here I look at…