Hotel Operations

One of the advantages of working closely with hotel operators is occasionally getting a glimpse into how they think. Not the polished version that appears in presentations or on websites.…

💬 Hospitality teams need effective communication tools designed for their dynamic environment. Key requirements include ease of use, mobile-first design, admin control, data ownership, and multi-location support. Zenzap is highlighted as a top app, offering secure, intuitive communication with features like one-click access removal, AI-powered search, and integration with over 1000 tools. It suits hospitality teams seeking a mobile-friendly, secure, and structured chat solution.

🏋️ At the EHL HumanX Summit in Lausanne, Christopher Norton, former president of Four Seasons, discussed his journey from corporate luxury to founding Equinox Hotels. After leaving Four Seasons in 2016, Norton focused on a health-oriented hotel brand. Early studies showed that 92% of 400,000 Equinox club members would stay at hotels with high-quality gyms. The Hudson Yards gym spans 60,000 square feet with 5,000 members, highlighting a shift from basic hotel gyms to expansive fitness facilities.

📔 On June 19, a 40-minute training webcast by Doug Kennedy will guide reservation salespeople on handling dynamic pricing and customer queries. This free event, sponsored by Travel Outlook and Track Hospitality Software, focuses on sales tactics like “downselling” and “upselling,” and overcoming objections. It aims to enhance skills across the lodging industry. Registration is open, and recordings are accessible on KTN’s platforms. Future sessions include hotel sales prospecting on July 24.

🏨 Luxury hospitality brands emphasize storytelling around culture and community. Yet, despite adding design and experiences, employees often remain undervalued as mere operational costs. A meaningful guest experience requires staff to deeply understand the hotel's narrative and standards. While a captivating story may attract guests, their return depends on genuine interactions with informed and empowered staff, highlighting the disconnect between brand language and actual guest experiences.

🛌 In the 24/7 hospitality industry, leaders often neglect personal well-being amid guest service and revenue pressures. Effective leaders employ grounding routines, like morning rituals and positive affirmations, fostering focus and calm. The phrase “You can’t pour from an empty cup” underscores the importance of physical, mental, and emotional health. Chronic stress affects neurochemistry, impacting decision-making and communication. Balanced leaders improve team dynamics and guest experiences, highlighting the ripple effect of leadership demeanor.

🏨 In Washington, D.C., the AHLA and AHLA Foundation announced the General Managers of the Year Awards and Stars of the Industry Awards. Nominations are now open, with winners to be revealed on November 2nd in Miami Beach and January 24, 2027, in Los Angeles. Categories include General Manager of the Year (5 types), Rising Star, Community Ambassador, Lifetime Achievement, North Star, Emerging Leader under 30, and Scholar of the Year.

🎭 Clermont Hotel Group has partnered with RADA Business to provide performance training to 1,700 staff members. The Summer Skills Fest, employing acting techniques like RADA’s ‘body, breath and voice’ framework, includes three presentation skills workshops. Over 50 front-of-house staff at Gordon Ramsay's Hell’s Kitchen in the Cumberland hotel (opened in April) have already benefited. This initiative aims to transform hospitality into an experiential service, enhancing customer interactions.