Our Insights

Written By: Chris Midgley BACKGROUND Vida Nova Kruger is a luxury eco-lodge situated in the wildlife sanctuary of Marloth Park, directly on the banks of the Crocodile River with uninterrupted views into the world-famous Kruger National Park. This eco-chic property offers an authentic African adventure experience, featuring spacious suites, full-board dining, spa facilities, and a strong emphasis on sustainability and immersion in nature. As a boutique lodge in a remote wi

Written by Chris Midgley In the fast-moving world of hospitality, your reservations desk is the front line of revenue. Yet too many properties still operate on “guess-ervations” — gut-feel forecasts, inconsistent data entry, and staff who have never been properly trained on the fundamentals. The result? Empty rooms one week, overbookings leading to walked guests the next and endless angry reviews that follows. For the owners, GM’s, Finance and Operations Directors of hotels

THE BACKGROUND Vida Nova Retreat is an eco-luxury boutique hotel nestled in the scenic village of Hout Bay, Cape Town. Offering a serene sanctuary with mountain and garden views, an outdoor pool and lush grounds, the property emphasizes tranquillity, sustainability, and personalised service. As a smaller, independent retreat, Vida Nova relies heavily on direct bookings, online travel agencies (OTAs), and a small central reservations function to manage inquiries, availability,

In today’s challenging hospitality environment, managing costs has become one of the most critical factors in sustaining long-term success. With rising operational expenses, fluctuating demand, and increasing guest expectations, hotels and hospitality businesses across South Africa are under pressure to do more with less. Cost management is no longer just a financial exercise. It is a strategic necessity that directly impacts service quality, staff performance, and overall pr

Client: Mint Hotels Industry: Hospitality Training Provider: Back to Basics Hospitality Location: South Africa ​ Background Mint Hotels is a new prominent hospitality group in South Africa, known for its commitment to exceptional guest experiences and operational excellence. Operating in a competitive market, Mint Hotels recognized the need to enhance the effectiveness of its Central Reservations Office (CRO) to improve revenue management, guest communication, and overall ope

In the dynamic and highly competitive hospitality industry, particularly in South Africa, the significance of foundational training across key departments—such as Reservations, Front Office, and Housekeeping—cannot be overstated. As hotels strive to improve service quality, enhance guest experiences, and drive revenue outcomes, investing in comprehensive training programs has become essential. Elevating Operational Efficiency Foundational training ensures that staff in Reserv

In the dynamic landscape of the South African hospitality industry, three departments play pivotal roles in shaping guest experiences: Reservations, Front Office, and Housekeeping. Yet, these crucial teams have historically been overlooked in training and development initiatives. As hotels face increasing competition and changing guest expectations, it has become evident that revitalizing these departments through targeted training is essential for sustainable success. The Ov

In South Africa's competitive hospitality sector, the emphasis on training often skews toward management and high-profile service areas, leaving core departments like Reservations, Front Office, and Housekeeping in need of urgent attention. This oversight directly impacts operational effectiveness and guest satisfaction, making it critical for hotels to refocus their training efforts on these essential teams. The Consequences of Neglect When Reservations staff lack adequate t