My sudden blindness had left me unable to engage in one of life’s great pleasures; an experience that I’ve had the good fortune to lose...

Pleasingly, there would appear to be an uplift in the amount of airtime around the topic of empathy within the context of service. It...

What we’re all going through is unprecedented, everyone agrees. Hospitality folks have had every right to be gloomy over the past months,...

Giles Gordon-Smith This blog also appeared on The Huffington Post - http://www.huffingtonpost.co.uk/giles-gordonsmith/the-hospitality-pan...

Yesterday, I walked out of a very posh restaurant in St James’s, London, eleven seconds after having walked in with the intention of...

US medical malpractice litigation gives us a surprising insight into what drives our guests to take their gripes online Love it, loathe...

If you search the internet for ‘hotel trends 2019’, you’ll find plenty of advice and opinion on product, marketing and technology as well...

Giles Gordon-Smith During my time as an inspector of fine hotels, the emphasis of the post stay feedback sessions with General Management...

There is an undeniable place for quality assurance (mystery shoppers, inspectors, auditors - call us what you will) in the hospitality...