Guest Contributor

🏨 Arrival interactions at hotels involve key roles: the doorman, front desk agent, and bellman. Each gathers distinct insights about guests within seconds, but without a system to share these observations, valuable intel is lost. Despite significant investments in front desk training, the absence of a structured communication framework among staff limits the guest experience. Improving this process doesn't require more staff but a cohesive, ongoing information exchange to enhance guest satisfaction.

📈 Deloitte’s Global Gen Z and Millennial Survey finds purpose, values alignment, and workplace culture are key for career decisions. Gallup research indicates recognized employees are more engaged and less likely to leave. In hospitality, belonging isn’t a cultural initiative; it’s a retention strategy. Recognizing employees and connecting daily tasks to guest experiences improve productivity and reduce turnover. Emerging talent seeks meaningful work, emphasizing belonging as indispensable for service, retention, and performance.

🏖 In Asbury Park, N.J., The Asbury Collection's 54-key Asbury Ocean Club and 110-key The Asbury, peak from Memorial Day to Labor Day with 85-100% occupancy and room rates from $600 to $1,200, peaking at $4,200 for suites. In Meredith, N.H., Mill Falls Resort, comprising 170 rooms, recently renovated, prepares for summer at 2.3 nights average stay. Both locations focus on pre-season preparation, community engagement, and enhancing guest experiences.

💬 In times of hotel industry disruption, effective communication is key. Prioritizing people over optics and clarifying who speaks for the brand help maintain trust. Aligning operations with messaging ensures consistent information. Disruptions demand reviewing ongoing marketing efforts to avoid tone-deaf messages. Situational awareness and preparation build resilience. Leadership's communication significantly influences guest trust, employee confidence, and media perception. Disruptions such as weather events and labor actions test hotel brands, emphasizing the necessity for communications readiness.