Halekulani's executive housekeeper Audrey Goh shares insights on leading 160+ housekeepers, rebuilding after pandemic losses, and maintaining luxury standards through family-style management.
The Headland hotel in Cornwall demonstrates how prioritizing employee development and community engagement creates authentic luxury experiences that drive record revenues.
Poor customer service phrases like "it's company policy" frustrate guests because they signal inflexibility and lack of authority to help.
The article argues that leaders who express genuine belief in employees' potential can prevent the Peter Principle while boosting motivation and retention.
A hospitality veteran reflects on his early career at Marriott Griffin Gate, emphasizing the importance of developing raw talent rather than dismissing inexperienced workers.
Organizations create a "competence trap" by hiring people who perform expertise, then punishing the honest admission of not knowing that's essential for actual learning.
The CRRM framework tracks engagement, financial correlation, performance, and retention to transform corporate retreats from expenses into measurable strategic investments.
Bournemouth University study reveals luxury hotels must adapt recruitment, onboarding, and workplace culture to meet Gen Z expectations for transparency, development, and wellbeing.
A general manager reflects on managing family priorities while leading in an industry that demands constant availability, emphasizing intentionality over perfect balance.
Survey of 99 women leaders at Forbes Travel Guide hotels reveals 80% cite resilience as success driver, but 40% face gendered leadership barriers.
Recruitment is a race in hospitality. There’s urgency in filling open roles—especially when guest expectations remain high and operations never pause. When you have openings in certain roles, you risk revenue. Take a Sales Manager vacancy – who is handling that role’s book of business? Who is filling the rooms that Sales Manager would have filled?
Amazon has quietly started closing more of its Amazon Go physical stores. The idea was revolutionary: just walk in, grab what you need, and walk out—no checkout lines, no friction, all powered by sensors and AI. Per many studies, if you remove friction you increase consumption. But this didn’t work out.
The article argues that empathy-driven management and employee wellbeing initiatives drive 21% higher profitability and up to 59% less turnover.
The article explores how hospitality industry practices like recognition systems, staff wellness programs, and service training can improve both patient care and employee satisfaction in healthcare settings.
The piece argues for replacing CV-driven recruitment with AI-powered, skills-based hiring to address Asia Pacific's 48% annual frontline turnover problem.
The article argues that algorithm-based candidate screening in ATS platforms often overlooks top talent, advocating for human intervention and RPO solutions to improve hiring outcomes.
Global survey of 460 chefs reveals 69% routinely consider leaving roles due to toxic leadership, work-family conflict, and unsustainable working conditions.
The author argues that workplace tensions between generations stem from inadequate leadership education, not generational deficiencies.
Analysis reveals how post-COVID lean staffing strategies create costly cycles of burnout, turnover, and declining service standards across hospitality operations.
Academic argues that strong math skills correlate with 18% higher wages and improved problem-solving abilities essential for hospitality careers.