innovate. She knew that resting on your laurels was the first step towards irrelevance in the
fast-moving world of hospitality. So when she landed a meeting with the chairman of a fast-
growing hotel group, she was buzzing. This was her moment.

They talked about strategy. Ideas flowed. She painted a picture of how the brand could
evolve, how it could strengthen guest loyalty, boost revenue, and stay ahead of the curve. The
chairman nodded along, intrigued. The conversation was going well. Until—

She mentioned the broken link.

A small thing, really. A broken link in the company’s newsletter. A tiny digital roadblock
between the brand and its audience. She brought it up, expecting a simple acknowledgement
and a quick fix. Instead, the air shifted.

The chairman scoffed.

“We’re packed. Fully booked. Why should I care about a newsletter? We don’t need more
customers right now.”
She blinked. For a second, she thought he was joking. But he wasn’t.

That was it—discussion over.

She walked out of the meeting not just disappointed but baffled. How could a growing hotel
brand leader dismiss the power of engagement so easily? Occupancy might be high today, but
what about tomorrow? What about loyalty? What about staying relevant in an industry that
never stops evolving?

And that’s the real crux of the story.

A missed opportunity isn’t always apparent at the moment. Sometimes, it’s just a broken
link—ignored, dismissed, left unfixed. But those little things add up in marketing, business,
and life. Today’s success doesn’t guarantee tomorrow’s.

So, the question remains: Can we teach leaders to think beyond the present moment? Can we
convince them that being proactive is smarter (and cheaper) than being reactive?
Or will they only realise it when the bookings stop rolling in?