Hotel Fire Evacuation Drill Manual
by Charles Tan Applicable for both city hotels and resorts – suitable for all levels Introduction Ensuring the safety of guests and staff is the highest priority for any hotel or resort. Fire emergencies can occur without warning and have the potential to cause significant harm, particularly during nighttime hours when visibility is limited and […]
What a GM (General Manager) Needs to Know
By Charles Tan 🏢 1. Business & Industry Overview Foundational Knowledge: Hotel/Restaurant Business Models – Revenue streams, cost structures, profit margins Industry Trends – Emerging trends, technological advancements, consumer behavior shifts Competitive Landscape – Competitive analysis, market positioning, benchmarking strategies Target Market Segments – Demographics, psychographics, guest personas USP (Unique Selling Proposition) – What differentiates […]
From F&B Director to GM: Quick Reference Guide
By Charles Tan PHASE 1: MONTH 1 – FOUNDATION (Learning the Basics) Week 1-2: Listen & Assess Priority Actions: Meet all department heads one-on-one Property walks (all shifts, all areas) Review all reports: financial, guest feedback, audits Meet owner/asset manager – understand expectations Key Message: “I’m here to learn from you and lead us to […]
The Invisible Value: Building Brand Trust in Hospitality
By Charles Tan – VIGOR Hotel Solutions | Precision with Soul Introduction In hospitality, trust is an invisible yet priceless asset. It cannot be bought or fabricated — it must be earned through consistency, transparency, and care. While promotions, décor, and technology attract attention, it’s trust that keeps guests returning, forgiving, and recommending. This article […]
From Data to Decisions: The Power of a Hotel Dashboard
By Charles Tan — VIGOR Hotel Solutions (Precision with Soul) Executive summary Hotels generate mountains of data (PMS, POS, CRS/OTA, CRM, housekeeping, maintenance, finance, review platforms). A hotel dashboard turns that raw data into clear, time-sensitive insights so managers can make fast, confident decisions. This article explains why dashboards matter, what metrics to include by […]
Hospitality Leadership in the New Era
By Charles Tan – VIGOR Hotel Solutions – Precision with Soul Introduction The hospitality industry is evolving rapidly. Guests now expect more than comfortable rooms and good food—they want memorable experiences, seamless technology integration, and personalized service. In this new era, effective leadership is no longer just about managing operations; it’s about inspiring teams, leveraging […]
The Forgotten Back of House
By Charles Tan – VIGOR Hotel Solutions – Precision with Soul Introduction In many hotels and restaurants, the spotlight shines brightly on front-of-house operations—lobby, reception, restaurants, and bars. However, the Back of House (BOH)—including kitchens, housekeeping, engineering, laundry, and storage—is often overlooked. Neglecting the BOH can lead to operational inefficiencies, high costs, staff dissatisfaction, and […]
Designing F&B Concepts That Truly Sell
By Charles Tan – VIGOR Hotel Solutions – Precision with Soul Introduction A successful Food & Beverage (F&B) concept is more than just a menu or interior design. It is a strategic revenue driver, a guest experience enhancer, and a brand identity amplifier. Hotels and restaurants that fail to create a compelling F&B concept often […]
Revenue Without Rate War
By Charles Tan – VIGOR Hotel Solutions – Precision with Soul Introduction In today’s highly competitive hospitality market, many hotels fall into the trap of competing solely on price. This “rate war” often erodes profit margins, damages brand value, and creates a culture of fear and uncertainty among sales and front office teams. Generating revenue […]
How to Fix the Broken Sales Culture in Thai Hotels
By Charles Tan – VIGOR Hotel Solutions – Precision with Soul Introduction Many Thai hotels struggle not because of location or facilities, but because of a broken sales culture. The symptoms are familiar: sales staff afraid to sell, constant price wars, overreliance on OTAs, and management that undervalues sales development. Fixing this culture requires mindset […]