Playing offense to delight your guests

Plus: The Instagram concierge in Mexico

Dutch hotelier Eric Toren on providing a 5-star experience

Plus: The role of the general manager today

How Leon Avigad's "Brownies" succeed

Plus: IHG's 'myFlex' pilot to address work/life balance

Bringing back a ‘sense of arrival’

Plus: Cutting corners isn’t an option for Ian Schrager

Copywriting as experience design

Plus: A former London Marriott concierge remembers Arne Sorensen

More money is not enough

Plus: What leading hospitality companies are doing to improve their environmental impact

A leadership lesson from Sébastien Bazin of Accor

Plus: How Clean the World pivoted to save lives during the pandemic

"The magic is in having the right staff"

How Ennismore attracts and retains people that provide exceptional hospitality

Lessons from one of the world's largest lifestyle hotel operators

The Rockaway hotel that provided training to recruit new staff

Plus: the role of in-room hotel dining when guests have Uber Eats

Where IHG’s SVP of Guest Products gets inspiration

Plus: Silent disco yoga at Ritz Carlton San Francisco

Travel renaissance coming soon?

Plus: Marriott's partnership with Howard University; how to maximize efficiency