On Experience

It's easy to get lost in macrotrend land. But the rubber hits the road in actions. And here are some ideas to make experiences better, without any heavy lifting.

Meeting guest experience requirements is too often a series of boring checklists. But improving the end-to-end experience can be a joyful, creative project that involves everyone from the general manager to the most junior staff. Here’s a way to think about it.

Cunard is striking an interesting balance between old-school, traditional luxury and fast-paced, data-driven, adaptive hospitality on its longer journeys across the sea. As competition heats up, the line needs to make a compelling sell to attract a younger audience. But a few currents and trends are colliding that just might make this possible.

As African countries continue to grow their tourism markets, travelers are learning that a safari doesn't necessarily have to be a luxury, once-in-a-lifetime thing. Rather, some innovators are creating reasonably priced experiences that can serve as a great entry point for a wider range of visitors.

Competition is heating up for supersonic travel and Aerion has established an interesting team to speed up high-end business travel. If it works, the glamour of high-speed crossings will finally return, and the world will open up a bit more.

For being one of the most important business, political, and tourism stories, a lot of Africa coverage tends to only hit a few notes. Here are some ideas on how travel reporting can evolve, and incorporate more voices and add deeper perspectives.

If you're reading the papers, Zimbabwe's economy looks like a disaster from the outside. But it offers one of the most interesting tourism experiences in Africa at the moment, and intrepid travelers have taken note.

The personal touch never loses its appeal. Hector Ruiz, a 27-year veteran of The Carlyle, shares lessons learned from a career at the hotel and how sometimes, analog approaches yield the best results.

A new direct flight from JFK to Nairobi will open up East Africa to business and tourism in positive ways. Travelers no longer need to waste time connecting in London or the Middle East, and both Kenya and surrounding countries will benefit from increased activity.

As labor markets tighten and competition increases, the hospitality industry must both embrace and make it easier for mid-career professionals to pivot their careers into a new world. The backgrounds, skill sets, and fresh thinking will add much-needed depth to the industry.