Ask almost any hospitality business whether it’s customer focused and the answer will be a resounding yes. Of course it is. We're in hospitality. Looking after people is what we do.

There’ll probably...

Hospitality businesses all like to think they value feedback and spend a fair amount of their time asking guests what they think. Guests are peppered with post-stay surveys, event debriefs, review req...

There are plenty of good reasons for hospitality businesses to be looking hard at their costs at the moment. Wage costs are up, margins are being squeezed in every direction and customers are being mo...

Hospitality loves the word ‘experience’.

Hotels no longer sell rooms; they create experiences. Venues no longer hire out meeting space; they deliver experiences. Restaurants, attractions, event organ...

When I ask how a hospitality business segments its market, I usually hear some variation of the same categories: corporate negotiated, leisure, groups, transient, wholesale, OTA and direct. There may ...

Hold the phone… KFC is opening a wine bar!?

Yes it is! Well, sort of.

For four days over the August Bank Holiday, the fried chicken behemoth is taking over Kachette Annex in Shoreditch with La Vieil...