The luxury hospitality environment is dynamic and often unpredictable, requiring leaders to navigate challenges, whether it's adjusting to changing guest expectations, managing a diverse team, or responding to unforeseen circumstances.
The decisive skill I feel separates a great GM is "managing the balanced scorecard" - enlivening employee engagement, amplifying the guest experience, and ensuring financial stability. Too often, the General Manager confuses what is truly important and relevant to the hospitality business.
For me, the role of a luxury hotel GM is first and foremost that of a balancing act. Depending on the context, whether corporate or private ownership, the GM must be able to adapt and understand stakeholders' expectations. They must be able to deal with ambiguity and create added value.
Strategic foresight distinguishes outstanding luxury hotel general managers from their peers. Empathy empowers a general manager (GM) to understand and anticipate the diverse needs of guests, staff, owners, and partners. In luxury hospitality, emotional connections are crucial; guests often remember how they felt during their stay far more than the details of their accommodations.
JA Resorts & Hotels today announces growth of its portfolio with the addition of Mar Hall Golf & Spa Resort – a historic 240-acre estate outside Glasgow, and The Bruntsfield – a boutique hotel in the heart of Edinburgh. Mar Hall and The Bruntsfield will join JA Resorts & Hotels expanding collection of boutique resorts and lifestyle hotels in Dubai and the Maldives, supporting the brand’s repositioning as a globally minded, destination-led, experience-focused hospitality group.
ActivumSG, one of Europe’s largest independent real estate investment managers, today announces the acquisition of the Fairmont La Hacienda, a five-star luxury hospitality asset located in the exclusive San Roque waterfront enclave along Spain’s Costa del Sol.
Zeus International Hotels & Resorts proudly announces the acquisition of the Eretria Hotel & Spa Resort, located in Evia, Greece. The property now falls under the full ownership and management of the Group. This acquisition further reinforces Zeus International’s growing presence in the Greek tourism market.
Two Dutch consumer groups said on Wednesday they are seeking affected customers for a legal claim against Booking.com (BKNG.O), opens new tab, one of the world's largest online travel agencies, over what they described as inflated hotel prices since 2013.The Consumer Competition Claims Foundation (CCC) and the Consumers' Association said in a statement that Booking.com had allegedly been charging consumers too much for hotel rooms for years, leading to "hundreds of millions of euros in damage to Dutch consumers".
The Hotel Marketing Association (HMA) has announced the winners of its 30th annual Hotel Marketing Awards, held at a prestigious ceremony at The Savoy, London, on Monday 16th June 2025. This landmark event celebrated three decades of championing marketing excellence in the UK hospitality industry.
Leading global sustainable tourism NGO, the Travel Foundation has welcomed three new trustees, bringing a wealth of new experience and expertise to its team.
The QHotels Collection continues to put people at the heart of its success, announcing the stand-out individuals and teams who have helped shape the business over the past year.
The prestigious Michelin Guide has unveiled its first ranking of MICHELIN Keys for Greece. The Dolli at Acropolis, nestled in the very heart of Athens’ historical centre and framed by the city’s most striking Acropolis views, receives Two MICHELIN Keys. Deemed by MICHELIN inspectors as a truly unique and exceptional hotel, this achievement cements The Dolli’s unwavering commitment to impeccable service alongside an inspiring design, shaped by a deep-rooted connection to Athens and its rich history. A landmark reborn, after seven years of meticulous ideation, THE DOLLI® stands as a humble piece of divine architecture that harmonizes with its rare proximity to the Acropolis, enriching its surroundings and construing an experience that stays with whoever crosses its threshold.
When a commercial lease comes up for renewal, the new rent amount is usually determined through indexing. However, there are exceptions to this rule. In particular, this does not apply when renewing leases for “monovalent” or “single-use” premises. Understanding and applying this principle can help secure more favourable rent conditions. Below, we discuss how to navigate this tricky issue.
The bedrock of any hotel transaction, representations and warranties (“reps and warranties”)1 offer protection to the buyer by guaranteeing that a business’s assets and liabilities conform to the statements of fact made by the seller. Here, we outline the key points and strategies for successfully negotiating reps and warranties when selling a hotel.
The ICPT is a unified global framework designed to protect tourists, particularly in emergency situations, and to safeguard their rights and responsibilities as consumers. By adhering to this code, Uzbekistan reinforces its dedication to enhancing guarantees and legal protections for tourists and further complements its ongoing efforts in collaboration with UN Tourism to strengthen global tourism standards.
The UN Tourism official visit, led by Secretary-General Zurab Pololikashvili, was welcomed by Prime Minister Rosen Zhelyazkov for an official visit that included high-level meetings with the Ministries of Tourism and Foreign Affairs. Meetings focused on how UN Tourism can support the further growth and diversification of Bulgaria’s tourism sector, most notably through the development of cultural, culinary and wine tourism. In an official meeting with President Rumen Radev, both parties focused on supporting tourism education and growing investment into the sector, with UN Tourism committed to publishing guidelines for international investors.
The Chocolate on the Pillow Group (COTP) is systematically pursuing its strategic goal of positioning itself as a leading operator of hotels under internationally renowned franchise brands in the DACH region. In this context, six properties of its own “GHOTEL hotel & living” brand will be converted to “Four Points Flex by Sheraton.” With this step, COTP is expanding its longstanding collaboration with Marriott and laying the foundation for future growth.
With the rise of “reverse” hotel management agreements (HMA), efficiently negotiating with international hotel operators makes it possible for owners to reconcile investment profitability with operational and financial risk control.
Friday marks a milestone for the Danish hotel industry as the Danish branch of Zleep Hotels is officially rebranding to Four Points Flex by Sheraton in partnership with Marriott International.
Dispute resolution is a key discussion point, all too often overlooked in complex, long-term hotel management agreements (HMAs). The same applies to the prevailing language clause, and French investors should pay particular attention to such issues when negotiating with international hotel operators[i].
On the 10-year anniversary of Barcelona’s clampdown on hosting1, Airbnb is calling on the city to rethink its approach to short-term rentals, as new analysis shows its policies are failing to ease housing and overtourism challenges.
KE Hotels is pleased to announce the expansion of its UK portfolio with the addition of three Hampton by Hilton hotels under new Hotel Management Agreements (HMA) as of October 2024. The properties now under KE Hotels’ management are Hampton by Hilton Newcastle, Hampton by Hilton Birmingham Broad Street, and Hampton by Hilton Sheffield.