February 10, 2025
DESIGNING FOR HOSPITALITY: INTEGRATING OWNERSHIP AND PERSONAL RESPONSIBILITY
Designing for hospitality requires a deep commitment to ownership and personal responsibility from both investors and service leaders. This blog explores how strategic leadership, empowered decision-making, and continuous improvement drive exceptional guest experiences. Investors play a crucial role in shaping long-term success, while service providers serve as the heart of hospitality, ensuring memorable interactions. By…
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POSTED BY
David Gachuru
January 16, 2025
DESIGNING FOR HOSPITALITY: CUSTOMER EXPERIENCES IN THE FACE OF FIERCE GLOBAL COMPETITION
Recently, I visited a prominent telecommunications shop in a Nairobi mall to get help with connecting a new device. The only agent present was busy scrolling his phone and gave me quick, unclear verbal instructions. Despite my confusion and requests for further assistance, he remained preoccupied with his phone. Frustrated, I decided to seek help…
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POSTED BY
David
January 3, 2025
DESIGN FOR HOSPITALITY: CREATE THOUGHTFUL AND SUSTAINABLE EXPERIENCES
In the last three years, I have been on a mission to understand why the hospitality industry has one of the widest standards gaps in the world. As one moves from one product to another, these gaps become apparent—in the products, the services provided, and the efforts to maintain business sustainability. During my extensive travels…
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