How to best define the problem you are going to solve, without putting the people to sleep! TSHS_008


CHUSOK. We were celebrating September full moon aka the Harvest Moon. The celebration was  our modest version of  Chusok compared to the traditional  Korean Thanksgiving celebrated over 3 days in Korea.

The tradition calls for visit to  ancestral graves during the three-day holiday September 13 – 15. Festive occasions, such as Chusok, demonstrate the importance of family to Korean society. Family members, usually from the paternal line, get together to prepare food, honor their ancestors, and cherish relatives, both living and deceased. Chusok is a reminder that families are connected and bonded in the same fortune and ancestors live through the offspring as part of people’s daily lives.

We celebrate Chusok at our home wherever we are in the world in honor of our parents that passed away, by preparing a morning  meal with dishes that they enjoyed. One of the favourites were song pyun, ricecake which are  made with finely ground new rice as the basic dough, which is filled with toasted sesame seeds, chestnuts, or peas sweetened with honey or sugar. I also added something my father enjoyed, namely Marabou double nougat, quite a sweet treat for breakfast.😀

🔴Personal Branding. What are the key questions you should ask yourself and get answers to. Defining the Problem You Solve

The genesis of a personal brand is being able to answer one simple question with one word: What problem do you solve?

You can easily write an entire book but explaining it in one word or a single sentence is tough. It’s hard work but it’s a necessary exercise to describe yourself to the world. It’s also a litmus test for defining your entire identity as it relates to a personal brand.


🔴September hotel opening announcements worldwide.

Mediterranean Stars Festival.


  • Date: 4th October 2019

Pop stars featuring, Khaled,  Alessandra Amoroso, Gigi D’Alessio, Elisa, Emma, Francesco Gabbani, Guè Pequeno, J-Ax, Mahmood, Max Pezzali, Raf, Umberto Tozzi and also Maltese artists such as Ira Losco and other representatives of a musical genre of fusion between the Mediterranean tradition and the European pop.
As for the other appointments of RADIO ITALIA LIVE – IL CONCERTO, the musical direction is the one and only Maestro Bruno Santori who will conduct the Mediterranean Orchestra composed of more than sixty professional musicians.



What irritates hotel guests most! TSHS_007

When I left the corporate hotelier job and started on my advisory services 6 years ago, one of the industry buzzwords was “personalisation” — it was everywhere. Somehow, over the years, it felt like our industry replaced personalisation with messaging, chatbots, voice, and then AI. But, in my humble opinion, none of these great new technologies replaced the purpose, they all exist to serve it… finding ways that technology can be used to create a personalised, data-driven, and high touch experience. The problem has often been that at times it feels we have chased the technology at the cost of the human experience.

Have you tried to connect with an independent hotel in the evening with a question, by connecting with their chatbot? How did this experience make you feel?

From my experience 9 times out of 10, the good old fashion phone call is better, because the automated answer that comes back from the message chatbot is a list of options that does not necessarily correspond to my question. The standard answer if the chatbot does not understand you, replies that a human will get back to you the next working day. With this approach my interest to stay at the hotel has diminished to zero, and I start looking for something else.

I also get frustrated to stand in line waiting for my turn at the front desk to check-in. Once reaching the desk the questions start.

Did you have a nice flight? Yes I did. Is this your first time with us? No, this is my third time. May I scan your passport? May I take an imprint of your credit card, as a credit reference? May I recommend a spa treatment experience? I am sure I am not alone on this. No surprises there…we all hate waiting for anything today. More importantly, why the same questions when I return to a hotel I stayed before.

So is the self check in the better solution? The airlines were first, then fast food chains, and now supermarkets. But that does not necessarily mean that the solution is then waiting for a machine too. One imagines that we (someone else much brighter than me) will build technologies that negate the entire check-in transaction in the first place, not just replace a human with a machine for you to do it yourself. The airlines have an easier job with this technology, as everyone gets on and off a plane at the same time.

When they introduced self check in kiosks it wasn’t so bad, but now, as the airline mobile apps have grown so useful, I would hate even about the idea, to use one of those self check in kiosks at the airport. I cannot speak for you, but when I’m shopping at my local Food Market in Helsinki and there is both a kiosk option and a human option and neither has a wait in front of them, I choose the person.

So I was pleasantly surprised when I read the latest research on the subject conducted by Alice Concierge, a hotel operation platform, that the #1 reason a guest has a bad experience is unfriendliness! It means that if hotels focus on getting that one thing right, the industry wins by continuing to deliver hospitality the way it was meant to be delivered… with a warm smile.

What delights hotel guest most! TSHS_006

Loyalty is Dead Long Live Loyalty – was declared by Sales Force CEO Marc Benioff.Maybe the loyalty programs are the things of the past, but earned loyalty is the glue that keeps your customers and guests coming back time after time.There is a difference between guest satisfaction and guest loyalty-

  • The ideas was that loyalty as a program is dead. 
  • Treated with respect, and when things don’t get right. Most important is the problem is fixed with no delay and and a small token is extended.  (Example. Stay in a hotel in Barcelona.
  • In the hotel I was privileged to manage in Phuket Island we had majority of the guest that came back year after year. We did not have a loyalty program for points or upgrades. What we did was taking close notes what guest likes and dislikes. Our staff had a remarkable ability to develop relations with guest and being curious found out what was important to the guest.
  • It was the small things that meant to the guest, same room, bath robes with embroidered initials waiting for their arrival.
Guest Satisfaction

  • Arrival experience
  • Room and Service is as promised 
  • It is like dating getting to know each other.
  • It is up to you take this relationship to the next level.
Guest Loyalty

  • There is a relationship with a person  in the hotel.
  • Guest is made feel they are part of the family. 
  • Loyal guest give feedback, rather than leaving and swearing on Tripadvisor or  
  • Trust is very important. 


How do you develop loyalty.  You will need to earn it over and over again. 

  • Take time with guest, that is why 80/20 rule works. 80% time in public with guest.
  •  The Oriental Bangkok GM had an ability  be in public when it mattered.
  • Invite for a drink to have a chat to listen and to get to know the guest..
  • Do a little bit more.— When you upgrade do not upgrade to next category but to the biggest suite if it is vacant. If you upgrade to the next level it will be something  they expect every time