Hotel Operations

📞 During customer service workshops, Shep Hyken explores the impact of repeatedly addressing the same complaints. The "Moment of Misery™ Grid" exercise identifies frequent complaints and evaluates response efficiency. Key metrics include first call resolution and the frequency and duration of repeat calls. An efficient system resolves issues on the first call, saving time and money. Each eliminated repeat call enhances customer satisfaction. Shepard Presentations, LLC emphasizes fixing problems promptly for optimal customer service.

📚 Hotel sales teams struggle despite tech investments. Approved AI systems, display ads, and email marketing are not boosting market share. Key issues include generic sales proposals, ineffective CRM usage, and lack of mentoring. Only 20% of salespeople optimize their processes; 80% rely on inbound leads. Conducting sales process assessments reveals gaps in efficiency. Veteran sales skills have dulled, and younger staff lack mentorship, exacerbated by remote work. Solutions include training focused on today's sales skills.

🏝️ Stonebridge, a Denver-based company, will manage the Margaritaville Lake Resort, Lake Conroe, in Montgomery, Texas. This 186-acre resort offers 335 guestrooms, 32 cottages, and 303 suites. It features 60,000 sq. ft. of meeting space, eight dining options, a fitness center, spa, courts, an 18-hole golf course, a waterpark, and an 80-slip marina. Located 45 minutes from Houston, it offers access to local golf, boating, and wineries. Stonebridge is enhancing its Margaritaville partnership.

Blog Post Excerpt 💸 The Ritz-Carlton Hotel Company employs a $2,000 rule, empowering staff to resolve issues autonomously, enhancing guest experiences. Four Seasons Hotels and Resorts conducts daily shift handovers to prevent recurrence of errors, turning complaints into personalized care. Danny Meyer creatively addressed a beetle in a salad at Gramercy Tavern with humor, fostering loyalty. Successful brands leverage mistakes for loyalty, prioritizing autonomy and empathy over avoiding issues, transforming errors into memorable stories.

🏨 The Tiger Hotel, a landmark since 1928 in Columbia, MO, is revamping its legacy to attract modern visitors. Originally Columbia's first skyscraper, it's part of a trend where historical hotels leverage heritage for brand loyalty. Partnered with Glenn’s Café, established in 1943, these institutions maintain local traditions while integrating technology and sustainability. By joining a global soft brand, they balance operational independence with modern amenities, preserving authenticity and fostering community connections.

📋 At 6:42 a.m., three early arrivals await at an oversold hotel, with housekeeping understaffed. The Front Office faces real-time challenges from all departments' decisions, like Revenue's overselling by four rooms. This department operates without downtime, handling guest discontent due to planning gaps and risk management issues. Trust is crucial for upselling. Overbooking strategies often result in Front Office bearing the brunt. Solutions include involving Front Office early in planning and valuing their judgment over rigid systems.

🏨 Nearly 65% of U.S. hotels report staffing shortages, with housekeeping facing a 38% deficiency. Rising costs and limited staff force hotels to juggle operations, impacting teams and guest satisfaction. Efficient communication and processes are key to maintaining service and profitability. Amadeus's HotSOS software aids in reducing delays and prioritizing tasks, enhancing performance despite resource constraints. For more effective operations, check Amadeus's Service Optimization solutions.

🏨 New Park Manor, managed by Byron Fiddler, offers Ofsted-rated childcare, family-focused amenities, and dog-friendly facilities. Families enjoy two hours of childcare per night and a daily stay-and-play session. The spa features family-friendly hours and kiddie treatments. Dining options include child-friendly menus and a cinema room with films at 6 p.m. and 8 p.m. The hotel saw success in 2025, increasing the average daily rate and occupancy. Emphasizing personality in recruitment, Luxury Family Hotels supports staff with training and apprenticeships.

💬 In 1955, Rosa Parks defied racial segregation in Montgomery, Alabama. Her actions inspire a customer service concept: treat every customer well, irrespective of their behavior. Shep Hyken revisits the "Reality Rule" from Taylor Scott’s book, advocating unconditional service. Key rules include: Golden Rule (treat others as you wish to be treated), Platinum Rule (treat others as they want), and Employee Golden Rule (treat employees as customers). Removing expectations leads to consistent, intentional customer experiences.

🚗 15-year-old started a job in the summer as a car valet at Quality Inn. HR Manager Marcel offered the role with pay at 90 cents/hour plus tips. Teen had no driving license; learned driving in a parking lot for about 4 hours. After crashing a Chrysler at 15 MPH, Marcel fired him. The incident ended his brief stint in hospitality, not revisited until years later at Inn on the Park Hotel.