Beyond the Script: Rethinking Hospitality Service Standards
I didn’t learn hospitality in a classroom. I learned it behind the front desk, on the drive, and at the bell stand. I’ve worked early mornings, late nights, sold-out weekends, and plenty…
Vision, values & what we're up to
Welcome to Our Blog
Follow along as Ben, Cynthia, and the team share what we're learning on hotel floors, in boardrooms, and in coaching sessions.
Revenue is up; expenses are down. Everything is great, right? So, why is my team unhappy?
When implementing process improvements, it can be easy to forget about the impact it has on the people involved. Even for seasoned senior leadership, these impacts can be unforeseen or not be…
The Green Laser Moment Why the Right Tool Changes Everything
Last year I decided to install cabinets myself in my laundry room. I had done small projects before, hung shelves, replaced fixtures, the usual stuff. But weight-bearing, wall-mounted cabinets felt different. The…
The Hidden Cost of Bad Hotel Tech Stacks
Hotel technology is something we often take for granted—both as operators and as guests. When everything works, it’s invisible. Reservations flow in, guests check in seamlessly, charges post correctly, and reports more…
The Art and Science of Hotel Labor Efficiency
Most hotel operators have experienced the same moment. You walk through the lobby during a busy arrival window and notice the line forming at the front desk. A few guests are waiting,…
When ‘No Rules’ Feels Authentic Until It Doesn’t
One of the first restaurants I ever worked in was a family-owned diner. The combination of great food and a ridiculously friendly owner meant that over two decades the restaurant had grown…
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