Join us for an interactive Conscious Conversation as Portia Hart welcomes Milena Nikolova, co-founder of BehaviorSMART, to The Conscious Travel Foundation.

BehaviorSMART works at the intersection of behavioural psychology and hospitality, helping hotels and destinations understand how their guests actually make decisions — and how small, well-designed changes can shift guest and staff behaviour in ways that improve performance, reduce waste, enhance guest experience and improve your bottom line.

Rather than relying on awareness or policy alone, their approach focuses on designing the right choices into everyday moments — from booking and arrival to on-site experiences — so that better outcomes for business, people, and place become the natural, easy option.

This session is designed especially for our hotel and lodge members and we invite you to share some of the challenges you’re currently navigating — from staff retention to guest behaviour and operational pressures — so we can unpack them in real time.

Milena will offer practical, behaviour-led insights and examples drawn from their work across hotels and destinations, showing how small shifts can lead to measurable impact. BehaviorSMART’s methodology is built on testing solutions in real-world contexts and turning behavioural insights into simple, actionable changes that deliver results. We’re really excited to workshop some of these practical solutions together.