The Art of hospitality
I am passionate about improving the financial performance of hospitality businesses by delivering exceptional guest experiences through engaged, innovative, creative and passionate employees.
The hospitality industry has not changed for over 150 years, while the world around it changes constantly!
At its heart, it is about people serving people. The challenge is to have your team serve your guests the way you want, and for your guests to experience your property the way you intended.
When your guests are satisfied, happy and fulfilled, they stay longer, spend more and take home outstanding memories they share with their friends.
I help hospitality leaders create the right conditions for their people to thrive and consistently deliver the best experience to their guests.
I deliver the missing ingredient!
What does the Hospitality Industry do Now?
The hospitality industry stands at a crossroads. The challenges facing leaders and managers today—rising costs, recruitment struggles, and evolving guest expectations—are greater than ever. The Hospitality Report challenges outdated perspectives and provides clear, actionable insights into why developing your people is not an expense but a high-return investment.
If you’ve ever struggled with recruitment and retention, felt the weight of disengaged teams, or questioned how to drive performance in a competitive market, this report is for you. It presents a roadmap for leaders ready to embrace the future of hospitality—not by resisting change but by leveraging the single most valuable ingredient you already have: Your people.
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Unlocking the Future of Hospitality
The hospitality industry stands at a crossroads. The challenges facing leaders and managers today—rising costs, recruitment struggles, and evolving guest expectations—are greater than ever. In an era where financial pressures dominate decision-making, it’s tempting to view people as a cost rather than an opportunity. But what if the key to overcoming these challenges isn’t found in cutting expenses, increasing technology and automation, or redesigning spaces, but in unlocking the full potential of your people?
The industry has embraced technology for decades as a driver of change. Yet, while technology has streamlined operations, it has not fundamentally transformed the guest experience as many had hoped. Some question if the guest experience has been enhanced or if it has been more of a cost-saving exercise.
The differentiator in hospitality has always been—and will always be—people. The businesses that thrive invest in their teams, creating the conditions where employees are engaged, motivated, and empowered to deliver outstanding service.
If you’ve ever struggled with recruitment and retention, felt the weight of disengaged teams, or questioned how to drive performance in a competitive market, you are not alone. What is required is a roadmap for leaders ready to embrace the future of hospitality, not by resisting change but by leveraging the single most valuable ingredient they already have: their people.
The industry’s most successful leaders know that people are not just part of the business; they are the business. Seize the opportunity to transform your approach and future-proof your success. I help hospitality leaders identify strategies and actions to establish an innovative and productive growth culture in their businesses that will deliver the outstanding guest experiences and financial performance their business needs.
Overcoming the Challenges in Hospitality
The core of the hospitality industry has not fundamentally changed for hundreds of years. New ideas and new technologies have been introduced, and innovative ways of enticing guests have come and gone, but at its core, hospitality is still the same.
It is about people providing outstanding experiences to guests. That is the art of hospitality!
Hospitality is so much more than just an industry. Hospitality is a way of being towards the guest. In hospitality, there is nowhere to hide; every employee is the main ingredient when it is their turn to serve, and it is always their turn.
While the advance of technology must be celebrated, the hospitality industry must increase efforts to utilise its most incredible ingredient; Its people
How to meet the challenge of new technology evolving customer needs and employee expectations.
To meet the new challenges the hospitality sector faces, we must be innovative by building on what exists and showing empathy for tradition and experience. My father had a saying, “Make your work your hobby, and every day is a holiday.” For many employees, that is not how they experience their work. Also, far too many employees still see work as a means to an end and not a worthwhile experience. Creating work as a worthwhile experience for all of your employees is the quickest and most cost-effective way to increase performance and profitability while at the same time creating an organisation that people will love to work in.
New ideas and new technology must complement the hospitality industry’s time-honoured traditions of service. Hospitality is based on people serving people, and leaders and managers must trust their teams to deliver extraordinary experiences for guests without seeking approval or guidance. The success of your business is literally in their hands.
The hospitality industry relies on an employee’s quick thinking and real-time actions every day, so they must do everything in their power to make work a worthwhile experience for every employee.
By doing that, we will see employees fully participating, making their best contribution, and being fully engaged in delivering extraordinary guest experiences, not because they have to, to get paid, but because they chose to, to make their work the worthwhile experience they crave.
The team-building work we did with Adrian engaged the teams in delivering fantastic service standards. The result was the most powerful management tool I have ever seen.
Project: Helping a family-owned hotel group develop their team into “an army that thinks on its feet.” Establishing behaviour standards across all three hotels resulted in excellent service from motivated teams.
What I have developed while working with Adrian is the ability to inspire and develop others while managing complex relationships which has now become a core skill in my leadership of Signal Bordon. As a leader of a start-up business what I found I needed was to be able to gently direct and guide the team towards my vision without bossing people about which is not something I had had to deal with before. Now after working with Adrian, I have developed team management skills and I have the confidence, certainty and clarity to delegate effectively, lead confidently and continue to grow and scale the business.
Project: To help Emma build her core team for the Bordon Regeneration Project, resolving team relationships and establishing the conditions for an innovative team culture to emerge
By working with Adrian, I overcame the obstacles that were holding me back and made progress towards my goals. He was the person I needed, the mentor I could turn to when I was stuck, and he guided me to greater clarity; he helped me open my mind and push through the challenges. Working with Adrian gave me clarity, confidence, and a robust action plan to achieve my goals. The emotional and practical impact of this work increased my self-confidence and clarity of communication, leading to a doubling of my turnover from the event alone, going from €25K to €150K in 4 years.
Project: To help Antonio develop his online Vacation Rental World Sumit (VWRS) into a live face-to-face experience and establish VWRS as a leading event in the sector.
Hospitality Case Study
No two client journeys are the same, as each engagement presents different challenges. In this case study I have covered some of the major elements that took place with my client across their three hotels.