Timeline: Columnists

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  • Everything you ever wanted to know about OTA customers, but were afraid to ask

    Isabelle Pinson, columnist and Senior Director of Market Management for Northern Europe at Expedia Lodging Partner Services discusses what we know about customers who book through an OTA, and unearths some interesting facts, trends and surprises..
    Understanding how travellers behave is critical to our business. It’s insight that ensures our hotel …

  • Raising the Profile of the Hospitality Industry

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses what can be done to engage the hospitality community in raising the profile of our industry and supporting careers in hospitality..
    According to the British Hospitality Association we are the 4th largest industry. With over 2.7 million people employed …

  • Why service will always be key

    Susan Cully, columnist and Managing Director at Marlin Apartments discusses why providing the best service is vital for success in the travel industry.
    Gone are the days when service with a smile was sufficient to lead the way. And the expectation that services are of a high standard is probably greatest …

  • Handling Reservations Calls Effectively

    David Collins, columnist and Co-Founder & Group Marketing Director at Great National Hotels and Resorts discusses a perennial challenge facing hotels..
    Recently I had occasion to be sat in a hotel reception waiting on an appointment and within earshot of the front desk.
    It was a weekday and mid-morning and while …

  • Education for working adults

    Judy Hou, columnist and Director General / CEO at Glion Institute of Higher Education discusses education for working adults.
    Judy Hou, columnist and Director General/CEO at Glion Institute of Higher Education– one of the top three institutes of higher education for an international career in hospitality – stresses the value for …

  • Your Staff Attitude will Make or Break You

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how staff attitude will impact on the customer service experience..
    I have just come back from my summer holiday where I stayed at a resort hotel, as I wanted to feel the warmth of the sun on my back, …

  • No Surprises on the Menu

    Nicola Kirk, columnist and Head of Hospitality Sector at Pitmans LLP discusses what hospitality businesses should be doing to ensure compliance with the new EU Food Information for Consumers Regulation, coming into effect from 13th December 2014 in the UK.
    The Regulation applies to a “food business operator”, which includes any …

  • Skills you need for a successful management career

    Patrice Houdayer, columnist and Vice President of Graduate Programmes at EMLYON business school discusses the intricacies of creating and recruiting managers for the high-end hospitality industry.
    Globalisation has touched every industry and hospitality is no exception. The growth of global brands has transformed our daily lives, from the food we put …

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