While clients misbehaving in a hospitality establishment is nothing new, the reports of unruly passengers at airports have sadly been on the rise over the past few years. In a 2015 IATA survey (International Air Transport Association) the rate was one unruly incident for every 1,205 flights! Over 40% of flights have diverted a flight in the [...]
Recently I came across a very interesting white paper from the Confederation of Indian Industry (CII) and Nielsen India, titled ‘Emerging Consumer Demand: Rise of the Small Town Indian.’This white paper takes a close look at the rise of the small town consumer. It goes on to describe in detail, how the the Indian consumption landscape [...]
While managing one of the top hotels in Manhattan which catered to an exclusive international clientele, my team & I had to be especially mindful of committing any social & cultural faux pas, for e.g. a simple hand gesture as a thumbs up commonly accepted in most parts of the world (including the U.S & U.K) [...]