What will hospitality look like in 2023?
Every crisis pushes people to want something different. In the 1920’s it was a movement towards freedom. The boisterous Charleston bore no resemblance to the constraints of Victorian-era dance. Jazz’s flamboyance personified freedom. Women cast off the restrictions of corsets, domestic tradition and social rules to shorten their skirts, work,
Strategos: lessons from the art of war
Being in enterprise today requires us to deal with so much more than a straightforward process of buying and selling. That has made strategic management a vital business tool. Consolidating the complexities of modern business into sets of goal-oriented activities for each part of the organisation to perform has become
LEADERSHIP FOR DISTRIBUTED TEAMS
Leaders everywhere are grappling with their ability to be effective as more of their people wake up to a new 9 to 5. Despite the challenges, working from home has become for thousands of organisations a bitter sweet reality. It means they at least business continues and their people still
RETAIL: THE FORGOTTEN INNOVATORS
Published in Retail Wire, November 26, 2019 Few industry sectors have changed as much in the space of five decades as retail. The people who seem to least realise it are retailers. What hasn’t changed: sellers displaying their wares, using their skills in merchandising, marketing, service and sales to entice
WITHOUT HI TECH AND HIGH ENGAGEMENT, HOSPITALITY OPERATORS MAY NOT SURVIVE BEYOND 2020
In 1986 (June 30 to be exact), I worked a busy lunch shift that looked like any other lunch time in a Melbourne CBD restaurant. Except it was an hour after service was actually over and the restaurant was still full of besuited customers. The occasion was the introduction of a
TRANSFORMATION BLUES
The verdict is in: digital transformations aren’t going away. Digital technology’s ever-widening and deepening impact on the way we live is flowing on to the way we work, and the way customers want companies to meet their wants and needs. Competitive pressures mount as rival companies use digital technology’s reach
STOP CALLING CUSTOMER SERVICE A SKILL
Is there anything on a CV that could be less descriptive – or inspiring – than the all-encompassing ‘skill’, ‘customer service’? Is the person who claims that ability one who might have once ignored me when I entered their store? Or forgot my order until I gave up on receiving
WHEN CUSTOMER SERVICE IS SO FORGETTABLE, IT’S MEMORABLE
Tourism Accommodation Australia‘s analysis of hotel construction activity indicates that Australia will be home to 272 new hotels offering as many as 45,000 additional rooms in the next 6 years. That is an average of 7,500 rooms a year – or more than 20 new rooms per day – of
HEADS OR TAILS? HOW LUCKY ARE YOU IN BUSINESS?
In a television episode, The Secret of Luck, from a series called The Experiments, illusionist Derren Brown tested the idea of luck. Tracking the different experiences that people defined as ‘lucky’, Brown concluded that the more people were open to opportunities, the luckier they became. Luck is an incredibly important
LESSONS FROM STARTUPS
Recently we have been working with businesses in start-up mode. These are not necessarily new businesses – some are still in their infancy, but others have been operating for many years. There has been so much focus on new start-ups: the inspiring success stories such as enterprise software company, Atlassian,
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