Let Freedom Ring: WiFi is a Basic Right, Not a Profit Center

Let Freedom Ring: WiFi is a Basic Right, Not a Profit Center

I am well aware that the concept of free WiFi Internet in hotel rooms is an aspiration of every hotel manager.  However, based on my recent stay over at the Hilton Hotel in downtown Toronto, I don’t believe that such managers truly grasp how fundamental it is to provide this service. As a P&G Alumni,(…)




COMO’s Luxury Philosophy: An interview with Commercial Director Simon Kerr

COMO’s Luxury Philosophy: An interview with Commercial Director Simon Kerr

Recently, I had the opportunity to sit down with Simon Kerr from COMO Hotels and Resorts, a brand that I have had the pleasure to work with extensively over the past few years. Simon is the commercial director based out of London and a dear friend of mine. Tell us a little bit about your(…)




Les Miserables: The Innkeeper Lives!

Les Miserables: The Innkeeper Lives!

A couple months ago, I attended another brilliant performance of Les Misérables.  It’s easily my favorite play and I’ve seen it in Toronto, New York and London.  Before I come to my point, let me digress for those unfamiliar. Based on a novel written by Victor Hugo in 1862, the musical is set in the(…)




Is it time to start traditional marketing again?

Is it time to start traditional marketing again?

Now that the first quarter of 2011 is through, the overarching trade data is starting to pile up; some good, some bad.  As a plus, the hospitality industry is showing definite signs of full recovery from the 2008 – 2010 slump.  However, even with this positive news, REVPAR, ADR and profitability are not necessarily following(…)




Double Deviation: Two Wrongs Never Make a Right

Double Deviation: Two Wrongs Never Make a Right

When does a service issue become an outright problem instead of just a temporary inconvenience? What is the “tipping point” that provokes a guest to write a comment in TripAdvisor, or worse, never return to your property? And, most importantly, once you find this threshold, how do you ensure that things never reach this point?(…)




Inverting the pyramid to build service reputation

Inverting the pyramid to build service reputation

Adapting your organizational structure for today’s rapid communications is a hot topic amongst hoteliers. We all know it’s a necessity, and we’re all curious about how best to initiate this change. But when it comes to the fine print, however, we are often left in the dark. Managers are bombarded with so much work that(…)




Back to top