Training

First Impressions Are Where Brand Becomes Behaviour

By Marta Maluquer | Feb 26, 2026

Designing the Guest Journey When you bring a hotel or brand to life, designing the guest journey determines whether aspiration ...

A diverse team of restaurant staff posing confidently together.

Leading the Guest Journey with Intent

By Linda Griffin | Feb 23, 2026

How Leadership Operationalizes a Consistent Guest Experience A consistent guest experience doesn’t happen by accident. It is the direct result ...

Businessman extending hand for a handshake in warm sunlight.

Crafting Consistent Hotel Arrival Experiences

By Lisa Zoretich | Feb 20, 2026

You Don’t Get a Second First Impression The hotel arrival experience sets the emotional tone for the entire stay. You ...

Two professionals working at computers in a modern office.

Enhancing Hotel Guest Experience Through Pre-Arrival Personalization

By Lisa Zoretich | Feb 13, 2026

Aligning Teams, Systems, and Insight Before the Guest Walks Through the Door Hotel pre-arrival personalisation begins the moment a reservation ...

Hand circling a central user icon in a network of digital profiles.

Brand Leadership – How the GM Protects the Brand

By Linda Griffin | Feb 5, 2026

The GM as the Point of Truth The brand is not protected in boardrooms or creative presentations. It is protected ...

Businessman interacting with digital quality assurance icons.

Mastering SOP Development and Training Timing

By Lisa Zoretich | Jan 20, 2026

How to plan realistic timelines for SOP development and hotel training material Hotel projects often underestimate the time required to ...

Inspirational quote about the challenge of turning ideas into reality.

The Brand Is Not the Brochure; It Is the Shift at 7:15 a.m.

By Lisa Zoretich | Jan 17, 2026

The Frontline Truth Behind Every Brand Story A guest never meets your brand deck. They meet a receptionist, a housekeeper, ...

Chalkboard with TEAM acronym explaining teamwork.

Turning Vision into Daily Reality

By Lisa Zoretich | Jan 16, 2026

From Brand Promises to Real Guest Experiences Great brands grow from daily actions, not boardrooms.As we begin 2026, I am ...

Rethink Productivity: Set a Training Strategy even with a zero-budget

By Marta Maluquer | Mar 12, 2021

We often put Training aside during hard economic times. However, here is a hard truth: You either set a Training ...

People climbing colorful gears symbolizing progress and teamwork.

Planning a Successful Software Implementation

By Lisa Zoretich | Jan 19, 2021

Businesses invest a significant amount to upgrade or implement new technology. Successful software implementation with high user adoption requires a ...