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The author comments on the subject of customer feedback in the hospitality industry. According to the author, several establishments does not provide sufficient training to their staff on what to do with customer feedback. He compares the quality of service experienced from a high street restaurant and the Hotel Caruso in Italy. He emphasizes a need for establishments to train their staff on detecting customer dissatisfaction and on proactively addressing it.

The article discusses how the hospitality industry must address the issues arising from climate change. These include implementing measures to reduce the industry's impact on the planet, such as efficient use of energy and water, and limiting food miles by encouraging consumption of locally-grown seasonal produce.

The presents an interview with caterer Patrick Harbour. When asked what the hottest issue is in the hospitality industry, he responded matters surrounding the quality and sustainability of food. He believes the industry needs to develop young people's interpersonal skills. Harbour enjoys developing relationships with clients.