Hotel Operations

✨ At a luxury hotel in Old Québec, the selection of whisky should meet diverse guest expectations. A local bottle must express authenticity and quality, while international brands offer familiarity and benchmarks. The selection process involves tasting, contextual relevance, and operational viability. Each product should serve a specific function, whether as a destination anchor, stylistic reference, or discovery product. Success in luxury hospitality lies in creating a credible selection that balances local charm with global appeal.

📚 Currently working on two projects: launching a hotel website and transitioning a digital agency. Both involve managing 12 stakeholders and numerous technical aspects like design, analytics, and API integrations. Challenges arise due to #PeopleSilos, where departments don't communicate effectively. Project managers must act as "department-translators," bridging gaps across technical and functional areas. Contrary to popular belief, the future may favor generalists over specialists due to AI's impact on specialized knowledge.

🌳 Luxury hotels are embracing forest bathing in diverse ways. Amanemu in Japan offers a private 120-minute session for two, while Four Seasons Resort Whistler combines sensory walks with meditation. Aman Kyoto integrates it into a broader wellness journey, linking it with meditation and yoga. The Ritz-Carlton, Perth, pairs it with a 105-minute botanical body treatment. Each approach varies in personalization, privacy, and integration, from self-guided walks to curated, transformative experiences.

🏡 Large family groups prioritize more than capacity in vacation rentals. Comfortable layouts, multiple bathrooms, private amenities, and operational clarity are essential. In Orlando, open spaces, private bedrooms, and flexible amenities like pools and game rooms accommodate multigenerational needs. Effective communication of the rental's features, such as six bathrooms or a theater room, enhances the guest experience and distinguishes properties. Practical comfort and convenience are key, surpassing mere occupancy numbers in importance.

📝 In June 2026, the U.S. Bureau of Labor Statistics reported a 4.5% quitting rate in accommodation and food services, doubling the 2.0% across the workforce. At a 90-room hotel in Porto, 40 employees achieved an eNPS of +13, with an 80% participation rate. AHLA's 2026 survey showed that over 50% of 246 hotels were understaffed. A good eNPS is not a high score but an improvement over time, reflecting trends like turnover and employee feedback.

🏨 In Canmore, Alberta, Andrew Shepherd, GM of The Malcolm Hotel, highlights the importance of quickly assessing guest needs within 10 seconds to create memorable experiences. The hotel invested in 154 staff housing units to address labor shortages and stabilize their workforce. Emphasizing personalized guest interactions, Shepherd mentions using guest preferences and empowering staff to resolve issues independently. The Malcolm Hotel's unique Scottish-themed setting, proximity to Banff, and luxurious amenities add to its appeal.

📷 Photographer and talent should be booked first for a luxury resort photoshoot due to long lead times. A two-day shoot costs around $23,500, covering photographer, 5 models, styling, rooms, meals, and post-production. Talent booking fees range from 5% to 40% commission. The shot list should include six zones: exterior, guest rooms, pool, spa, F&B, lifestyle. Key documents include model releases and usage rights. Direct booking platforms offer cost savings compared to traditional agencies.

📅 August 19, 10 AM EST: Free webinar titled "How to Build a Hotel Budget Like a Leader." If you've struggled with hotel budgeting, discover a framework to create defensible budgets for ownership or corporate. Learn to understand key numbers and lead confidently. Register now at the provided link.

🍽 Choosing melamine plates for hotels or restaurants involves analyzing rim geometry, usable surface, stacking, and tray fit. Test with actual dishes for menu fit and portion control. Ensure plates stack efficiently and are easy to handle and store. A clear specification outlines dimensions, weight, color, decoration, and packing. This structured approach aids in minimizing revisions, easing storage, and simplifying reordering. For multi-property groups, limit variations to streamline purchasing.

📑 Hotels face a challenge from AI systems that may inaccurately describe them due to incomplete information. Visibility alone isn't enough; clarity and consistency are crucial. Properties need to provide clear, consistent information to prevent AI-generated inaccuracies based on outdated or incomplete data. The goal is to be the "cheapest" correct source for information, avoiding contradictions across platforms. Consistency in presenting facts helps eliminate guesswork, ensuring accurate AI responses that align with a hotel’s true identity.