Lee Duke – Humble Hero

Lee Duke – Humble Hero

Plane trips a great time for reflection. As I write this I’m on the first leg of my journey home after a week in London – LHR to DXB. It was a busy week. Lots of meetings. Lots of discussions. But one has stood out. One made a real impact – I think on both of us. My meeting with…

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Tomorrow Spa Meet Up – Maldives

Tomorrow Spa Meet Up – Maldives

This week I hosted the first ever Tomorrow Spa Meet Up in the Maldives. And it was kinda cool – if I do say so myself. I thought it might be useful to share some of the discussions we had. So here goes. The whole idea of these Meet Ups is to simply get together a small group of like-minded…

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Results – The Great Spa Manager Experiment

Results – The Great Spa Manager Experiment

Welcome to the Results Show for The Great Spa Manager Experiment! A couple of weeks ago I wrote a fairly long article (almost 1,500 words in fact) here in the hope that we would be able to recruit a quality Spa Manager or two. The truth is, that wasn’t really my intention when I first started writing the article. Rather,…

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Luxury is not a USP

Luxury is not a USP

It might seem like a silly thing to say, but luxury is a commodity. Luxury is something that, for most of us, is aspirational. We like to have luxurious houses, cars, clothes, handbags, watches, etc. But once we have them, once we have reached those aspirational goals, what next? Well, in short, if you can afford to have luxury all…

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Brand Integrity vs Brand Growth – A Sheraton Story

Brand Integrity vs Brand Growth – A Sheraton Story

At the recent NYU International Hospitality Industry Investment Conference, Marriott finally revealed its plans to refresh the Sheraton brand. “From the moment we closed the Starwood merger in late 2016, the revitalization of Sheraton has been a top priority for our company,” said Arne Sorenson, president and CEO of Marriott International. At its core, the Sheraton story is a great…

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Trent’s Top 5 Customer Service Fails

Trent’s Top 5 Customer Service Fails

Over recent weeks I have been traveling extensively. I’ve been staying in 5 Star hotels and visiting high-end spas. Lucky me, right? Each of them is getting a lot of things right, but amazingly, they are also missing the mark on what I see as pretty basic customer service points. So, I’m sharing a few of these Customer Service Fails…

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The Death of In-Room Marketing

The Death of In-Room Marketing

Hotels have had a long love affair with In-Room Marketing. Hotel guests, not so much. For hotels, the captive audience of a guest in a hotel room means they can be bombarded with promotional messages. For hotel guests, the myriad of tent cards, door hangers and hang tags on everything from the bottled water to the bathrobe are downright annoying.…

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Governments and Spas – A Regulatory Tango – Part I

Governments and Spas – A Regulatory Tango – Part I

In many countries, the relationship between governments and spas is a complex one. Government regulations related the spa industry can, of course, vary dramatically from country to country. In fact, they can even vary considerably from state to state within each country. Just to get answers on what rules they are supposed to adhere too or what guidelines they should…

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