First Impressions Are Where Brand Becomes Behaviour
By Marta Maluquer |
Designing the Guest Journey When you bring a hotel or brand to life, designing the guest journey determines whether aspiration ...
Read More 
Crafting Consistent Hotel Arrival Experiences
By Lisa Zoretich |
You Don’t Get a Second First Impression The hotel arrival experience sets the emotional tone for the entire stay. You ...
Read More 
The Pre-Opening Decision No One Wants to Make
By Marta Maluquer |
Decide or Drift Most brand operationalizations and hotel pre-openings do not fail in the final 90 days. They start to ...
Read More 
Enhancing Hotel Guest Experience Through Pre-Arrival Personalization
By Lisa Zoretich |
Aligning Teams, Systems, and Insight Before the Guest Walks Through the Door Hotel pre-arrival personalisation begins the moment a reservation ...
Read More 
Brand Leadership – How the GM Protects the Brand
By Linda Griffin |
The GM as the Point of Truth The brand is not protected in boardrooms or creative presentations. It is protected ...
Read More 
Hotel SOP Design: Balancing Detail and Frontline Judgment
By Lisa Zoretich |
Creating procedures that guide action without killing ownership Standard Operating Procedures divide opinion across the industry.Some teams view SOPs as ...
Read More 
The Brand Is Not the Brochure; It Is the Shift at 7:15 a.m.
By Lisa Zoretich |
The Frontline Truth Behind Every Brand Story A guest never meets your brand deck. They meet a receptionist, a housekeeper, ...
Read More 
Developing Standard Operational Procedures
By Lisa Zoretich |
When one talks about Standard Operating Procedures (SOPs), hotel teams usually start yawning. After all, SOPs are not exactly riveting ...
Read More