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“That day, for no particular reason, I decided to go for a little run. So I ran to the end of the road. And when I got there, I thought maybe I’d run to the end of town.I figured, since I’d gone this far, I...

  We want to talk about change, a shift toward a better business. We are not talking about the sort of improvements that are measured using the usual KPI’s, budgets and other tools, We’re talking about better business. Hospitality is built around service, it is the...