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Timeline: Columnists

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  • How good a People Manager are you?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses the complexities of getting the best out of your staff..
    Having a diverse workforce is great and the hospitality industry is a wonderful example of this. Although having so many different personalities, cultural backgrounds, attitudes and behaviours will really …

  • How to be one step ahead of your guest

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how your staff need to be proactive and use their initiative..
    I recently stayed in two higher end ‘chain’ hotels and I was very underwhelmed. Why? Because the staff just carried out their duties with no genuine care for …

  • Know Your Unknown Unknowns

    David Collins, columnist and Co-Founder/Director of Communications at The Great National Group discusses the importance of knowing and understanding the key drivers within your business..
    A phrase used by former United States Secretary of Defence Donald Rumsfeld back in 2002 came to mind recently in a chat with an industry colleague.
    I’m …

  • Reward and Recognition

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how to get the best from your teams..
    As the saying goes ‘money makes the world go round’ but believe it or not it is not one of the main motivators for your staff. I recently ran a session …

  • How to be MAGNETIC.

    David Collins, columnist and Co-Founder/Director of Communications at Great National Hotels & Resorts discusses how to attract and retain hotel guests by being ‘magnetic’..
    The hotel business is tough. As industries go, it is resilient but not immune to external shocks.
    Take BREXIT for example. As a direct result, consumer confidence is …

  • How NOT to be Social.

    David Collins, columnist and Co-Founder/Director of Communications at Great National Hotels & Resorts discusses how NOT to manage your social media.
    With such intense competition to acquire and retain guest loyalty whilst contending with an increasing supply of rooms and the shift towards digital now well beyond tipping point, it is …

  • The Art of Conversing Eloquently

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how building rapport aids communication..
    Rapport is all about highlighting common interests and establishing a mutual feeling of friendliness. When you meet your guest for the first time, you need to connect with your guest and form a bond. …

  • Pricing? Don’t forget your Customer.

    David Collins, columnist and Co-Founder & Director of Communications at Great National Hotels & Resorts discusses getting back to basics when its comes to pricing..
    You’ll be aware of the long-running bun-fight between hotels and those ‘dastardly’ OTAs charging high commissions for business that might otherwise arrive direct.
    And you’ll also be …

  • Showing off Hidden Talents

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses why we need to make the most of our staff’s skills and abilities..
    Everyone who works for us has a hidden talent that is waiting to be discovered, but rather than wait we should be finding out about these …

  • Change to Improve. Change Often to be Perfect.

    David Collins, columnist and Co-Founder/Director of Communications at Great National Hotels & Resorts discusses why entrenchment is one of the biggest barriers to success in business..
    So here’s an interesting – abridged – quote from Jeff Bezos, Amazon’s founder, chairman, CEO, president, Master of the Universe, etc. ..
    “I observed people who …

  • How to get a 5 Star Service Rating

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses why leaving dirty towels on the floor is never acceptable and why you need to check the mood of your cushions..
    In order to match the excellent service ratings of the luxury hotels in London and across the world …

  • National B&B Week

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses about raising awareness and recognising the hard work of independent hosts and hoteliers and their incredible contribution to the hospitality industry..
    In the UK, there are over 20,000 B&Bs, generating over £2 billion to the UK economy, that is …

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