Luxury hotels measure almost everything. Occupancy. RevPAR. Guest satisfaction. Labour costs. Quality assurance. Service times. Restaurant performance. The modern hotel dashboard is rich with data. Yet according to Pierre Barthes, one important question still remains unanswered. How did the guest actually feel? Drawing on more than four decades of international luxury hospitality leadership, Barthes introduces … Read more
When demand weakens, the temptation is almost always the same. Reduce the room rate. Introduce another promotion. Offer a larger discount than the competitor next door. Fill the rooms today and worry about positioning tomorrow. According to Pierre Barthes, this instinct can be one of the most damaging decisions a luxury hotel can make. Drawing … Read more
Luxury hospitality has never suffered from a shortage of performance metrics. Occupancy. ADR. RevPAR. GOPPAR. Guest satisfaction scores. Audit results. Labour costs. Restaurant covers. Spa utilisation. These measures are indispensable. They help leaders understand whether a hotel is commercially successful, operationally disciplined and consistently delivering on brand standards. According to Pierre Barthes, however, they leave … Read more