Writing & Thinking
Human psychology. AI fluency. The discipline of excellence in ultra luxury hospitality. These are the ideas I return to -- and the ones worth putting into words.
Featured
Human Psychology
Morris Rosenberg's concept of mattering -- the fundamental human need to feel significant to others -- isn't philosophy. It's the operating principle behind every return guest in ultra luxury hospitality. When a guest feels invisible, no thread count or tasting menu corrects it. When they feel seen, they come back. Every time.
Read the piece →People don't return to a hotel because of the bed. They return because someone remembered how they take their coffee. Mattering is not a luxury amenity. It is the entire product.
— From the piece
All Writing
AI Fluency
A framework for knowing the difference between technology that amplifies human connection and technology that silently replaces it.
Leadership
Excellence in a five-star environment isn't maintained by policy. It's maintained by the people who hold the standard even when it would be easier not to.
AI Fluency
The hospitality industry is making a costly mistake by treating AI as a replacement for human judgment. Here's what it's actually good for.
The psychology of anticipatory care -- why the best hospitality feels like reading minds
What twenty years at the top of this industry actually teaches you about leading people
The AI fluency gap in luxury hospitality -- and who's going to close it
The List