Hotel Operations

📑 Corporate travel in Asia Pacific offers growth opportunities. Many firms require Travel Management Companies (TMCs) booking via Global Distribution Systems (GDS). Strategies include: 1) showcasing business facilities like Wi-Fi and meeting rooms; 2) maintaining visibility in corporate booking channels; 3) creating tailored packages; 4) implementing loyalty programs for SMEs and independents; 5) partnering with local businesses; 6) ensuring reliability with a robust Central Reservation System (CRS) for accurate rates and instant confirmations.

🏨 In April 2021, Daniel Hostettler became president & CEO of The Boca Raton, a 1,047-room luxury resort in South Florida. Tasked with achieving Forbes’ Five-Star standards by January 2026, he divided the property into five distinct “hotels.” The Boca Raton, the largest non-gaming luxury resort in North America, now boasts two Forbes Five-Star ratings and surpasses a 100% market share. With 2,200 employees, the property excels in guest personalization, mentorship programs, and specialized roles.

🏨 Eugene Leonard, GM of Hotel Café Royal in London, shares insights on modern luxury hospitality. With over 20 years in the industry, Eugene emphasizes the importance of a people-first approach and guest excellence. The hotel, located on Regent Street, blends 160 years of history with modernity and hosts 60% of guests under 55. Café Royal won multiple awards, including two Michelin Keys. Embracing trends like sneaker cleaning and cryptocurrency, the hotel prioritizes guest satisfaction and innovation.

📊 Customer Satisfaction Score (CSAT) gauges immediate guest happiness via a 1-5 scale. Net Promoter Score (NPS) predicts loyalty, categorizing guests as Promoters (9-10), Passives (7-8), or Detractors (0-6). Online reviews offer critical insights with qualitative feedback. Post-stay surveys, in-stay feedback, social media monitoring, and digital forms enhance data collection. To improve, analyze comments, engage with Detractors, activate Promoters, and benchmark against competitors, ensuring guest satisfaction drives long-term growth and reputation.

📈 Cross-training in the hospitality industry boosts hotel staff flexibility, service levels, and job satisfaction by enabling employees to learn tasks beyond their primary roles. Examples include front desk staff assisting in housekeeping and restaurant servers working in bars. Benefits include enhanced operational efficiency and service quality, while challenges involve scheduling, maintaining quality, and turnover. Best practices include job shadowing, technology integration, and strategic scheduling. Overall, cross-training fortifies team cohesion and resource efficiency, preparing hotels for staffing fluctuations and demand changes.

📊 Shift focus from market share to wallet share with data-driven insights. Increase revenue by targeting high-value guests; BI tools analyze Total Revenue Per Guest (TRevPAR). Direct bookings yield 18% more profit. Enhance booking engines with dynamic offers. Upsell 3-7 days prior to arrival using personalized data, improving conversion rates to 10%. Optimize labor with forecasting from BI tools, potentially saving thousands. Leverage AI sentiment analysis to enhance operations and boost direct re-bookings, driving growth in a flat market.

👜 Over 50% of Coach's new North American customers are Millennials and Gen Z, drawn to craftsmanship, nostalgia, and values over hype. Originally a 1940s leather brand, Coach has reinvented itself as a Gen Z luxury statement without launching new products. Lessons for boutique hotels: emphasize craft, adopt circular design, tell compelling stories, and offer accessible luxury. Coach's approach: redefine heritage to appeal to younger generations. Can hotels follow suit?

📚 Quore launched Quore University, a training platform for 7,400 customer locations, including 12 learning paths for over 40 job titles. The Denver-based initiative, developed with LearnUpon, enhances training efficiency and satisfaction through personalization, gamification, and multilingual support. Following a successful 600-hotel pilot, Quore University aims to improve onboarding and operational efficiency. Mobile-friendly, the platform enables certification portability, offering real-time progress visibility and engaging learning experiences for hospitality staff.

📖 Abigail Tan, CEO of St Giles Hotel Group, shares her leadership evolution in hospitality, focusing on empathy and authentic leadership. She emphasizes creating a culture people can feel, with a loyal team having decades of tenure. Her approach includes redefining risk as "adventure learning" to foster growth. The discussion with Emily Goldfisher highlights actionable insights for building strong, human-focused cultures in a changing industry.

🏠 Gregory Day, President of Hospitality for Mani Brothers Real Estate Group, shares insights on leading through two wildfires in Malibu, 30 days apart. His focus was on preparation, calm leadership, and service culture, facilitating actions from evacuations to support for displaced individuals. An "inverted org chart" empowered his team under pressure, showcasing culture and readiness as key to resilience. Ideal for leaders facing crisis situations in hospitality.