The Choice
Every venue is running one of two playbooks, and both compound. Neither stands still, which means you are building one or feeding the other, every shift.
Hospitality
That's Just How It Is
The venue still trades, still fills on Friday, and the reviews are not terrible. Normalisation is the stage where decline stops feeling like decline and starts feeling like reality.
When the Room Goes Sideways
The pass is stacking, the floor is guessing, and nobody is running the room. Hospitality crisis is not one catastrophic event, it is a cascade watched live by everyone sitting in it.
Hire the Spark, Teach the Skill: The Selection Problem Hiding in the Labour Problem
You can teach a person with the spark to run a PMS. You cannot teach a PMS operator to develop the spark. Most operators have built funnels that select hard for the wrong one, then declare a labour shortage.
The Gap Between Promise and Delivery
Nothing is catastrophic. Everything is slightly off, and it compounds across a service until the guest leaves unconvinced. Destabilisation is not the absence of effort, it is the absence of architecture.
Hotel or Accommodation: Most Operators Have Already Chosen and Won't Admit It
The positioning is hotel. The rate is hotel. The deck the operators show their investors is hotel. The actual service layer is accommodation with extra furniture.
You Can Feel It When You Walk In
You know within thirty seconds. The host is present but not attentive, the greeting is functional, and the room is flat. Demoralisation is the first thing a guest experiences and the last thing most operators address.
Speed Up to Slow Down: The Time-Buyback Decision Most Operators Are Failing
A property spent two million dollars and eighteen months on a deployment whose entire business case was the time it would save. Then it threw the time away.
The Hotel That Ate Itself
Every fault had a defence already built for it: unreasonable guests, the labour market, the economy, rising costs. When every problem has an external explanation, nobody is left owning the internal decay.
Marketing is rarely the problem. Repeat business is.
Most operators think they need more traffic. Usually they need to get much better at earning the second visit. That is where the commercial game actually starts.
The Sentence That Ruins the Meal
Seven words, four minutes into the main course, and a frame so narrow the only way out was a polite dismissal. Language does not support the experience. It is part of it.
This Wasn't Fast-Food Pettiness. It Was a Lesson in Operational Signalling.
Most people saw corporate point-scoring. What it showed is that authenticity is not the opposite of strategy. In hospitality it is the strategy, executed through operational detail.
The Hospitality Industry Is Solving the Wrong Problem (And It's Costing Millions)
The industry obsesses over guest experience scores while the operation behind the swing door runs on duct tape and exhausted middle managers. You cannot build the first on top of the second.
The Hustle Can’t Hold the Standard
Legendary service isn't the result of hustle. It’s the result of leverage. This article reframes the role of leadership in luxury hospitality, from executive chef to group GM, showing how to build systems that scale experience without burnout.
Transforming Hospitality: Mastering Workforce Dynamics in Tourism Hotspots
Like many industries, in hospitality and especially in the bustling tourism hotspots every move counts. I've been involved in the Private Equity/Venture Capital industry for over 35 years and have witnessed firsthand the seismic shifts and subtle nuances that define success. My journey began in the hospitality sector, and it's where my passion for refining and revolutionising business models took root. Throughout the years, I've stayed intimately connected to the industry, shaping its future through investments, consulting, coaching and developing staff training programs.
Understanding Market Dynamics for Mastering Ingredient Cost Management in the Hospitality Industry
Explore the art of mastering ingredient cost management in the hospitality industry. Dive deep into strategic approaches to navigate market dynamics, embrace seasonality, and optimise costs while offering unparalleled culinary experiences.
Supporting Staff Wellness and Growth in the Food Industry
Explore effective strategies for enhancing staff wellness and career growth in the food industry. Learn how employee empowerment leads to business success and loyal teams.
