Hotel Operations

🐶 In a bid to boost weekend occupancy, London's South Place Hotel embraced a dog-friendly luxury strategy. By treating pets as "Very Important Pets," the hotel offers personalized services for dogs, like plush beds and seasonal menus. This approach led to a rise from zero dogs to 3-5 dog-accompanied room bookings per weekend. The strategy also extends beyond amenities, including staff training for pet interaction, and leveraging SEO and social media for marketing.

💡 January 2026, Shep Hyken outlines 12 New Year’s resolutions for customer service. Key actions to stop include overemphasizing WOW moments, wasting customers' time, and relying solely on AI. Emphasize predictable experiences, respect customers' time, and maintain a balance between AI and human interaction. Avoid company jargon, consider frontline feedback, and reinforce training. Challenge assumptions about loyalty programs and silent customers. Promote genuine customer focus to foster lasting loyalty. Check Hyken's work for more insights.

🚗 Andrew Hopson likens working in Food & Beverage to a road trip. In restaurants, like driving, control and presence are crucial. Starting service is akin to turning a car ignition, while achieving a smooth operation echoes finding a driving rhythm. Missing an exit can add 15-20 minutes to a journey, similar to service mishaps in hospitality. Quick adjustments during traffic jams parallel problem-solving in a bustling restaurant environment. A great soundtrack enhances both journeys and work experiences.

📚 Doug Kennedy's 40-minute hospitality training webcast on January 23, 2026, at Noon ET kicks off KTN's advanced-level series. Free registration is available, thanks to sponsors like Travel Outlook and Track Hospitality Software. Upcoming sessions include February 20 and March 20, also at Noon ET. Topics cover hospitality "vibes," luxury hotel standards, and sales strategies. Recordings are accessible via KTN’s YouTube and Spotify channels. The training emphasizes empathy, authenticity, and effective guest and client engagement.

📚 June 2023, multiple countries: Kempinski's Flourish Programme offers an 18-month leadership journey. Participants gain from mentorship, cross-exposure assignments, and a capstone project. Key figures like Antony Shaw and Fauzia Omumbwa lead the programme. Locations include China, Ghana, and others. Successful candidates commit to Kempinski post-programme. Carmen Venter, Alessio Piccolin, and Amal Ali Saud Alomairi shared transformative experiences. The programme emphasizes learning, experience, and growth for future leaders.