Hotel Operations

📄 In Austin, decisions on guest bookings are crucial for long-term success. Almost weekly, bookings are declined to ensure quality stays, saving the hosts from potential damages and negative reviews. This strategy prevents blocking dates for better bookings and avoids costly repairs. The focus isn't just on high occupancy rates but on maintaining a balance that supports mortgage coverage and peace of mind, prioritizing guest intentions over mere numbers.

At its core, hospitality was about making people feel welcome. Yet creating a genuine sense of belonging, for guests and employees alike, required more than excellent service standards or carefully crafted brand values. It started with leadership. While Pride Month offered an important opportunity to celebrate the LGBTQ+ community and highlight progress toward greater representation, the conversations it inspired were not meant to end when June did. For an industry built on human connection, inclusion was not a seasonal initiative. It was an everyday practice that shaped workplace culture, guest experience, and the future of hospitality leadership. In this written interview, Henri Roelings, Founder of Hospitality Net , speaks with Aricia Oliveira , Area Sales Manager for Pier House Resort & Spa and La Concha Key West, about her journey from tourism to hospitality, the influence of her Brazilian heritage, and why leading authentically is one of the most valuable skills in today's hospitality industry. From tourism to hospitality: building a people-first career Oliveira's passion for hospitality began long before she entered the hotel industry. Originally from Brazil, she spent more than 15 years working as a travel advisor before moving into hotel sales and operations. Her introduction to tourism came through her father, who worked as a tour guide across Europe before opening his own travel agency. "I became interested in this profession through my dad," she explains. "Growing up around that environment inspired me because I saw how much he enjoyed connecting with people and creating memorable experiences for others." Today, as Area Sales Manager for Pier House Resort & Spa and La Concha Key West, Oliveira oversees corporate and association group sales, client relationships, contract negotiations, and event planning. She said the common thread throughout her career was building meaningful relationships. "I'm known for providing personalized service and creating memorable experiences for groups and clients," she says. "I enjoy combining relationship-building, attention to detail, and strategic sales to make events feel effortless and elevated." Leading through empathy and lived experience Throughout her career, Oliveira came to understand that technical skills alone did not make an effective leader. Working across different teams, properties, and client expectations reinforced the importance of adaptability, communication, and remaining calm under pressure. Equally important was the perspective shaped by her own identity. "My lived experiences have helped me become a more empathetic and adaptable leader," she says. "Being part of the LGBTQ+ community and coming from a multicultural background has given me a strong appreciation for diversity, inclusion, and the importance of making people feel genuinely welcomed and respected." For Oliveira, those qualities extended well beyond internal culture. Every interaction, whether with a guest or a colleague, was an opportunity to create an environment where people felt comfortable, valued, and seen. "In hospitality, those qualities are incredibly important because every guest and every team member wants to feel seen, comfortable, and valued." Pride is one month but inclusion is every day Although Pride Month created visibility for LGBTQ+ professionals, Oliveira believed its significance

What Is Cold Calling? Cold calling is the practice of proactively reaching out to potential customers who have had no prior interaction with your business. In the hotel industry, this means picking up the phone and calling event planners, corporate travel managers, travel agencies, and other decision-makers to pitch your property as a venue for their meetings, events, or group bookings. While the term might evoke images of outdated sales tactics, proactive outbound phone outreach remains a vital tool in the arsenal of hospitality sales professionals. It's not about blindly dialing numbers from a phone book; it's about strategic, targeted outreach to qualified prospects. Why Hotels Talk About Cold Calling Hotels invest time and resources into cold calling for one simple reason: it puts money directly into their bottom line . Here's why: 1. The Scale of Missed Opportunities According to the 2024 Hospitality Benchmark Report, hoteliers average 2.6 non-booked lead calls per room each month . For a 200-room property, that's 560 missed opportunities every single month to close revenue. Cold calling or strategic follow-up calling is how hotels recapture that lost business. 2. Incremental Revenue The same benchmark data shows that hoteliers average $1,717 in incremental revenue per room annually** from outbound calling alone. For a 200-room hotel, that amounts to nearly $350,000 in pure incremental revenue . 3. Direct Reach and Personal Connection Cold calling remains one of the most direct ways to reach potential clients. Unlike emails that get buried in crowded inboxes or digital ads that are easily ignored, a phone call creates an immediate personal connection . Calls build rapport faster, add tone and warmth, and create real connections in ways that text-based communication simply cannot. 4. Filling Specific Gaps Hotels use cold calling to: Build an initial client base for newly opened properties Fill event spaces during off-peak periods Target corporate accounts for recurring group bookings Follow up on leads that showed interest but didn't commit Does Cold Calling Actually Work? (Spoiler: Yes) Despite its reputation, cold calling delivers real, measurable results when done correctly. Real-World Example #1: 40% Increase in Group Bookings One sales professional helped a hotel client increase booked group reservations by 40% in just one month through strategic cold calling and consistent follow-ups. The approach involved identifying and prioritizing qualified leads from event organizers, travel agencies, and corporate planners and addressing their specific accommodation needs and budgets on every call. Real-World Example #2: $110K in Sales Wins Avision partnered with a top U.S. hygiene and personal care brand to implement a multi-channel lead generation strategy targeting independent hotels. Through targeted phone calls and personalized outreach, they achieved a 9 out of 10 success rate when reaching decision-makers and secured $110K in sales wins . Real-World Example #3: 222 Room Nights Booked The Ranch at Rock Creek a Forbes Travel Guide 5-Star guest ranch in Montana implemented an automated campaign targeting cold leads. When a lead called and didn't book, agents rated the lead as warm or cold. For cold

🏨 In the UK, hotels face a common oversight: marketing efforts decline post-summer, despite Christmas bookings starting as early as September. Profitroom's analysis reveals October as the underestimated month for preparations. Hotels experience full occupancy and increased spending in summer, but neglect early holiday marketing. This delay in leveraging guest databases and promotions can impact potential revenue during the festive season. Proactive strategies are essential to capitalize on Christmas demand.