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  • Five Star Service and Beyond

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses what makes ordinary service become extraorindary..
    The expectations of our guests are ever increasing. The five star service standards of days gone by have changed as the demographics or our guests and the use of technology has a dramatic …

  • What do you look for when recruiting – experience or education?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses the expectations of hoteliers and graduates when looking for that first hospitality role that will shape an individuals career..
    It is around this time of year that students that are studying hospitality are completing their final exams and will …

  • BREXIT: LEMMINGS, CLIFFS, ETC.

    David Collins, columnist and Co-Founder & Chief Operating Officer at Great National Hotels and Resorts Group discusses the unmitigated disaster that BREXIT is, its repercussions for the UK travel industry and measures for hotels to counter this impact.
    What is currently happening in the UK under the current May government reminds …

  • How safe are your guests?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how hoteliers need to ensure their staff are up to date in dealing with any emergency situation..
    Sadly this month alone London has been affected by two atrocities. The attack on London Bridge and the fire at Grenfell Towers. …

  • Where has all the Talent gone?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how the hospitality industry needs to have a clear recruitment and retention strategy..
    The last year has been a roller coaster ride for politics in the UK. With the result of Brexit, a new Prime Minister, Article 50 being …

  • Service or Servility?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how the hospitality industry needs to raise its profile..
    ‘Service’ is the common term called out from the kitchen pass when food is ready to be served to restaurant customers. It is the service staff, your restaurant waiters that …

  • Are you ready for the Apprenticeship Levy?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses the new hospitality apprenticeship standards and how the Apprenticeship Levy will work..
    Apprenticeships date back to the middle ages but these days the way Apprenticeships work is changing. Apprentices are aged 16 or over, in employment and studying for …

  • What is your Bug Bear?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how cleanliness in your hotel rooms could earn you a 5 star review..
    The cleanliness of a bedroom is of great importance to a guest; room layout and storage are two key aspects that can impact on a guest’s …

  • A New Year Celebrates Old Traditions

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how to be hospitable and not to ‘lose face’ as the Chinese New Year approaches..
    It has only been a few weeks since we watched the fireworks and we raised a glass of Champagne to celebrate the New Year. …

  • Where The Streets Have No Shame.

    David Collins, columnist and Co-Founder & Chief Operating Officer at Great National Hotels and Resorts Group discusses how a healthy respect for what your customers can and will pay is a very good starting point in deciding pricing strategy, particularly in these post-Millennial times.
    So imagine you had an event on …

  • Are you an Airbnb SuperHost?

    Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses how to stay ahead of your competition as private renters are delivering a 5 star service..
    The accommodation market has widened with the popularity of Airbnb, and the line is becoming blurred between private landlords who have a spare …

  • Future Proofing Your Brand Experience.

    David Collins, columnist and Co-Founder & Chief Operating Officer at Great National Hotels and Resorts discusses how digital consumerism is re-shaping brand experiences.
    I was invited to speak recently on behalf of Great National at a conference about the ‘Future of Retail Banking’. It was an outsider’s take on consumer banking …

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