Benjamin Smith

5 POSTS
Benjamin Smith is the founder of IntuitiveStay™, the guest intelligence platform for independent hospitality businesses. Helping staff be seen and employers lead smarter since 2026.
https://www.intuitivestay.com
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Hotel Industry Trends

Hospitality’s Vicious Triangle: How Cost-Cutting Backfires on Owners, Staff and Guests

Benjamin Smith -
Everyone in this industry is talking about a crisis right now and depending on who you ask, it's a completely different one. Owners blame...
Hotel Industry Trends

Emotional intelligence is the most important skill in hospitality, so why does nobody measure it?

Benjamin Smith -
Twenty years in hospitality including The UK, Thailand, Hong Kong, Australia and New Zealand. Backpacker hostels to five-star hotels and in all of it,...
Reviews & Reputation Management

Why Guests Don’t Complain to Your Face But Will to Google

Benjamin Smith -
It was a Friday night. Table of four, booked for 7:30pm. They had the set menu, a bottle of red, desserts. When I went...
Reviews & Reputation Management

Beyond NPS: Introducing the Guest Connection Score, Hospitality’s First Emotional Intelligence Benchmark

Benjamin Smith -
Walk into almost any independent hotel, restaurant or bar in the UK and ask the owner how they measure guest satisfaction. Chances are they'll...
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