Hotel & restaurant consulting, PortugalAyers Hospitality · Perspectives from the floor
Insights for people who run hotels.
60 Seconds with Stephen: sound bites from a lifetime of experience managing hotels. Short, practical reflections on leadership, operations, and the people who make hospitality work.
60 Seconds with Stephen
Humility and respect, the first lesson
One of my earliest lessons in hospitality came from a Swiss master chef. He held the Maîtrise Fédérale - one of the highest culinary honors in…
Read the story →The importance of behaviour
Many years ago, I read a piece of advice that shaped my entire career.
Read the story →In praise of praise
Everyone wants to feel appreciated.
Read the story →Meetings, a waste of time?
In my career, I’ve seen two types of General Managers.
Read the story →Where has hospitality gone?
Hospitality once meant welcoming the stranger - offering warmth, safety, and generosity.
Read the story →Losing site of the guest
When I became Managing Director and pre-opening GM of the first Paradise hotel, I did something very simple.
Read the story →The rise and dangers of outsourcing
Outsourcing has been around for years. Used wisely, it’s a smart tool. Hotels outsource linen, laundry, even food service - and that can work perfectly…
Read the story →In praise of housekeepers
Front of house, back of house - they are everywhere in a hotel. Housekeeping is your army. And like any good army, they must be well trained,…
Read the story →Satisfaction surveys and revolving doors
If you’re constantly firing staff, your recruitment or culture needs attention.
Read the story →Employees breaking rules?
When it comes to misconduct in hotels, clarity matters.
Read the story →Leadership in all matters of Human Resources
The days when staff were just numbers on a payroll are over.
Read the story →What kind of leader are you?
Most managers believe they’re good leaders.
Read the story →Is identity everything?
Identity.
Read the story →Are you listening or hearing?
How many times have you stopped mid-sentence and someone says, “I’m listening”?
Read the story →Do you even know how your employees are doing?
Results are good. Guests are happy. Budgets are met.
Read the story →The importance of consistent maintenance
Think about the hotels you stayed in this past year.
Read the story →Me, the manager, ask for advice?
I’m sitting in my office wondering… how much money is wasted every single day because managers don’t ask for advice before making decisions they’re not…
Read the story →First impressions matter
First impressions really do matter. In fact, you probably judged this message in the first few seconds. That’s how powerful they are. As Will Rogers…
Read the story →Hospitality, where has it gone?
I may sound like an old-timer - because I am. After more than fifty years in hotels, I’ve witnessed incredible progress in technology… and, sadly,…
Read the story →You gotta have heart to succeed
“You’ve gotta have heart…”
Read the story →YNWA. The Liverpool FC Anthem
At every match at Liverpool FC, tens of thousands of fans sing the same anthem at Anfield:
Read the story →In praise of honesty
As far back as I can remember, I’ve kept my word.
Read the story →The privileges and responsibilities of a general Manager
I wanted to run onto the floor and fix everything myself - but I forced myself to sit in my office.
Read the story →The seeping mediocrity in our lives and hotels
Mediocrity: the quality of being not very good.
Read the story →Measuring success in the hotel industry. It’s not all you!
When we talk about success in hotels, we usually picture the General Manager. The executive. The title.
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