Hotel Operations

📊 In 2025, only 20% of global employees were engaged, the lowest since 2020, while the U.S. and Canada saw 31% engagement. Amidst uncertainty, "job hugging" prevails as employees cling to jobs amid fears of layoffs and AI. A study of 231 U.S. service employees found social and self-evaluation expectations improve engagement, but uncertainty weakens material expectations' influence. Employers should foster belonging, recognition, and growth to boost engagement beyond retention alone.

🚿 Hotels are increasingly opting for grey towels over traditional white due to practicality and cost-effectiveness. Grey towels, which cost 10-15% more than white, last longer—12-16 months compared to 8 months for white—saving on replacements. They reduce laundry costs by not requiring high-heat, bleach-intensive washes, and minimize noticeable stains. Industry data suggests darker towels cut replacement rates by 20-30%. This shift is particularly beneficial in short-term rentals, where quick turnovers demand durable and stain-resistant linens.

🏨 Gavin Taylor, CEO of Clermont Hotel Group, shares insights on managing iconic London hotels. His finance and operations background influences his leadership style. Discussing the competitive London hotel market, Clermont's strategy includes redefining luxury and high-profile collaborations, such as introducing Gordon Ramsay's Hell’s Kitchen at The Cumberland.

🍽 Restaurant leadership balances decision-making and people skills. Effective leadership combines rule adherence and empathy, impacting staff retention, engagement, and guest satisfaction. Humanistic leaders make informed, transparent decisions, fostering psychological safety and performance. EHL Hospitality Business School, founded in 1893 in Lausanne, champions such leadership, emphasizing integration of human elements in performance evaluation for improved workplace dynamics. This approach is critical in high-pressure environments, like kitchens, where team reactions significantly affect guest experiences.

🏨 Who? Brian Schoettes, Workforce Management Expert at Cayuga Hospitality Consultants. When? Recently, as indicated by "25 minutes ago." Where? Hotel industry. What? Emphasizing effective workforce management by optimizing, not just reducing, wage spend. How? Implementing accurate forecasts and better schedules reduces wage spend and enhances service, employee satisfaction, and revenue. Key Metrics? Weekly forecasts above 90% accuracy, planned hours target, staggered shifts, daily labor analytics. Why? To achieve better service, happier employees, and increased revenue without significant time or fiscal investment.

🍳 At a restaurant conference, an operator expressed frustration over employees' lack of care. The focus shifted to "discretionary effort"—emotional investment in work beyond job requirements. Recognizing and valuing employees' efforts, even in fleeting 15-second interactions, fosters this. A Manager of the Year awardee exemplified how positive employee experiences translate into guest satisfaction. Operators often wonder, “What’s it like to eat here?” but should equally consider, “What’s it like to work here?” Both experiences are interconnected.

📅 On October 4, 2026, Trevor MacLean, Director of Partnerships and Growth at Event Temple, detailed essentials of a Banquet Event Order (BEO). A BEO is a critical document outlining event details like dates, times, location, catering, AV requirements, and contracts. Typically created by an event manager, a BEO includes six components: contact info, schedule, food & beverage orders, room setup, AV/vendors, and contract signatures. Effective BEOs ensure seamless event execution and unforgettable guest experiences.

🍽 In the high-pressure environment of gourmet kitchens, balancing guest satisfaction with staff wellbeing is crucial. Restaurants face challenges like staff shortages, high turnover, and the pressure of the “customer is always right” doctrine. Staffing issues are exacerbated by the complex demands of multi-page menus. Simplifying menus can reduce stress and improve service quality. Effective leadership fosters a supportive atmosphere, helping maintain operations and staff morale amidst these challenges, emphasizing the need for a human-centered approach.

🏨 Coury Hospitality, on ACORE Capital's selection, adds THE RIVVY in Chicago (297 rooms, 8,187 sq ft event space) and Marriott Tacoma Downtown in Tacoma (304 rooms, 25,000 sq ft event space) to its portfolio. The RIVVY, in River North, boasts Lure Fishbar. Tacoma's hotel connects to the Greater Tacoma Convention Center and features an M Club lounge and rooftop pool. Coury aims to elevate guest experiences.

🏨 Hotels must analyze historical data before peak seasons, adjusting rates and channel allocation to prevent weak margins. Focus on net revenue over booking volume and optimize channel strategies by reserving inventory for direct sales. Regularly test booking paths to ensure competitive pricing. Encourage repeat guests through direct offers and promote upselling with targeted communications. Use automated loyalty and referral programs to convert OTA guests into direct bookers. Exely offers a checklist for preparations 90 to 7 days before peak dates.