ALL GM’s – Five Imperatives for Improving Service Quality

ALL GM’s – Five Imperatives for Improving Service Quality

THE DOWNTOWN Chicago Marriott hotel had been open for fifteen years before its management determined that two-thirds of all guest calls to housekeeping were to request ironing boards. This discovery prompted the idea of simply placing irons and ironing boards in all...
Travelling & Dining Alone – Some Tips to Surviving

Travelling & Dining Alone – Some Tips to Surviving

During the past 15 years I have been traveling quite extensively as a hospitality consultant; and whilst having a passion to try as many food and beverage concepts during my travels and sharing my good and bad experiences on social media, I am always asked the...
Hotel GM and The Owner – Communication

Hotel GM and The Owner – Communication

Carrying on from some previous posts, I have recently seen a small boutique hotels success being hindered through a difficult department head, who has direct relations and contact to the owner. This obviously a weapon against the General Manager. An owner, most times,...