Reducing Friction Makes You Money

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution, I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them fo…

Global Hotel Profit Performance Divides in New Year

Turning the page doesn’t always assure a better result. After the worst performing year on record, the hotel industry was ready for 2021, but resigned to the fact that a new year doesn’t mean things automatically get better. The harsh reality is a g…

Introducing The Set Collection

LONDON – The Set Hotels has been capturing the hearts and minds of guests since the Conservatorium in Amsterdam first opened its doors in 2011. By 2018, it had grown to three iconic European hotels with the addition of Café Royal in London and the L…

​Are Your Employees Ready To Travel?

For most of us it has been an age since we hopped on a plane to go to a meeting. It’s still hard to fathom that a whole year has passed since the COVID pandemic hit us. Local restrictions, health and safety, and quarantine measures are not making it…