Sign up to our Newsletter
All of our content related to



Involving all five senses for a 5 star customer experience

For Lucy Gain and her sister Amelia, purchasing a large 5 star hotel in their early twenties wasn’t quite in their plan… until it was! The Christchurch hotel’s numbers showed that it hadn’t been reaching its full potential, but the sisters were ready to take a calculated risk – confident that some quick wins could help turn the hotel around. 
June 17, 2021

35 years of frontline service wisdom

Leaders challenge their people to put themselves in the customer's situation and give them the freedom to get creative and take action. “What would the customer want, appreciate and value if you did it? Sometimes that costs us a little money to fix problems that we don't pass onto the customer.
June 9, 2021

Finding Your Purpose

If you asked Matt Brown, founder of “My Father’s Barber” what his occupation was, he’d tell you that he was a barber, hair artist, and educator. But if you asked Matt what his purpose was, he’d give you a very different answer…
May 19, 2021

Cleaning up to reveal your frontline magic

how do you engage staff and customers alike to build a culture of pride and self-leadership and make those who are often working unsociable hours feel seen and valued? Lisa MacQueen, CEO of Cleancorp, knows the answer to that question better than anyone.
May 12, 2021

The Key to Value Creation: Your Frontline Employees With Rory Sutherland

In his Frontline Summit Keynote Rory Sutherland, Vice Chairman of the Ogilvy & Mather Group warns against undervaluing the human element in any business, especially the service industry.
May 3, 2021


Matt Brown

Matt Brown: She Is Not Your Rehab

She is Not your Rehab, My Fathers Barber

Matt Fairhurst

Matt Fairhurst: The Future of Deskless Work


Dr. Patti Fletcher

Dr. Patti Fletcher: Thriving Through Human Connection


Nick Sinclair

Evolve or Die

TOA Global

Brian Bazely

Out Caring the Competition


Liz Walker

Creating the World’s Most Loyal Travel Community


Monthly Newsletters

Get the insights, inspirational content and tools that help you and your team create magic at the frontline!