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Beyond the Traditional GM: How Hotel Leadership Is Being Redefined

The GM role is evolving beyond operational control to demand emotional intelligence, digital fluency, cultural awareness, and sustainability accountability alongside traditional financial and service responsibilities.

By Dr Ajay Khatter, Senior Lecturer in Hospitality Management, William Angliss Institute

Opinion Article General Management

July 16

Luxury Begins Where Standards End

A hospitality veteran argues that emotional connection and cultural intelligence, not SOPs or luxury amenities, are the true differentiators driving long-term guest loyalty.

By Anton Aristov

Explainer Operations & Strategy

June 29

Adopting Enhanced Cultural Intelligence in Swiss Hospitality

EHL research based on executive interviews finds Swiss hotels lack structured cultural intelligence training, leaving staff unprepared for growing Indian, Middle Eastern, and Asian guest segments.

By Peter Varga, Dr. Meng-Mei Maggie Chen, and Sébastien Fernandez

Switzerland