In the service industry, leadership is not just a position, it’s a performance. Just as a seamless guest experience requires careful attention to detail, great leadership demands continuous focus and adaptability. The gaps that leaders leave unfilled can cause cracks in teams, weakening quality, cohesion, and consistency. Over time, those cracks can widen, jeopardising the entire business. Leadership in this sector requires more than management skills, it requires resilience,

A practical guide for service professionals ready to launch, grow, or consult Starting a business in the service industry—particularly within Hospitality and Facilities Management —is both exciting and demanding. With growing demand for outsourced facilities management services, workplace experience solutions, and specialist hospitality providers, many professionals are exploring how to turn operational expertise into a successful business. Whether you’re launching a catering

When 1X Technologies unveiled NEO , its next-generation humanoid robot, headlines understandably focused on its elegant design, soft movements, and impressive learning capabilities. But beyond the hype lies a more profound question: How will a robot like NEO reshape the service and facilities industry? The answer isn’t simple—because NEO represents more than a machine. It signals a shift in how labour, automation, and human experience may evolve across hospitality, cleaning,

n a world shaped by diverse cultural expectations, customer service becomes a mirror of national values. From Japan’s omotenashi to the U.S. drive for efficiency, from Scandinavian trust-based autonomy to Latin warmth, each approach offers lessons. By embracing these global perspectives, organisations can reshape service into a more human, intuitive, and culturally intelligent experience.

The Hidden Currency of the Service Industry We are obsessed with metrics, margins, and measurable gains but the service industry still operates on something far more human: moments. Moments that soothe tension, lift spirits, and transform ordinary transactions into memorable experiences. And at the heart of these moments sits a paradox so simple yet so powerful: Kindness costs nothing, but in the service industry, it is absolutely priceless. The zero-cost investment with infi