James

Twelve years in boutique hotels, starting with one in the Cotswolds and now running three across England. About 120 rooms between them. I've sat through more software demos than I can count, and the question is always the same: does this make things better for the guest, or does it just make things more complicated for my staff? When something works at one property, I still hold my breath rolling it out to the other two. Every hotel is different, every team learns differently. If Sarah at reception can't work it out between check-ins, it's not ready for any of them.

If your receptionist needs a manual, your software has failed. And I have three receptions to worry about.