Hotel Operations

🎵 At CREATE: The Event for Emerging Restaurateurs, Paul Blair, Tommy Ostrom, and Otto Othman discussed the critical role of music in hospitality establishments. Othman emphasized viewing a restaurant brand like a human to choose authentic music, though his idea of hip-hop for Pincho backfired due to unsuitable lyrics. Blair suggested selecting music based on customer preference, while Ostrom highlighted situational music choices, such as for Ohio State events. Blair also curated music for Graduate hotels, balancing local and universal identities.

🏨 High-profile guests often rely on assistants to book luxury hotels, bypassing rate comparisons and confirmations. They cherish the memorable experiences provided, underscoring the importance of pre-arrival personalization. The focus is on knowing the assistant's preferences, ensuring a seamless luxury experience before the guest arrives. This approach aligns perfectly with the Four Seasons' mantra, highlighting the critical role of information in crafting a brand's narrative in the luxury hospitality industry. #LuxuryHospitality #GuestExperience #UltraLuxury

📃 Oscar Serrano shares insights on leveraging operational experience for commercial strategy in the hospitality sector. Growing up in Majorca, a tourism hub, he emphasizes understanding operations to enhance guest experiences and business outcomes. His approach impacts sales, marketing, and brand development at UMusic Hospitality. This highlights the importance of focusing on the guest journey for commercial success.

🏨 Book your hotel 2 months in advance to find the best rates. Direct bookings can provide perks unavailable on third-party sites. Evaluate hotel reviews on platforms like TripAdvisor and Google Maps. Choose a location based on your trip's purpose—business travelers prefer proximity to convention centers, while leisure travelers may opt for entertainment areas. Consider hotel amenities and check cancellation policies. Join loyalty programs for potential free upgrades. Balance cost savings with your specific travel needs.

📚 Brad LeBlanc, chief development officer at BWH Hotels, began his career in hospitality in 1988 after college, working initially at the Hotel Bentley in Alexandria. By 1995, he hired his younger brother, Brent, into the industry. Brent, EVP at Peachtree Group, learned the ropes knocking on hotel doors to promote Microtel Inn Suites. Despite an 8-year age gap, the brothers credit their father and industry mentors, like Mike Leven, for their success and commitment to hospitality.

📚 From Oct. 26-28, at the Colorado Convention Center in Denver, Quore will debut Quore University, a learning management system. Piloted by over 600 hotels since August, it features 12 learning paths in English and Spanish, covering 42 job titles. The platform aims to enhance engagement, reduce churn, and improve guest experiences through gamification. Mobile access and certification portability allow training continuity across properties. Plans for global expansion and additional languages are underway.

🏨 Who? Hotel website designers. When? Updated strategies for 2025. Where? Online hotel websites. What? Tips for creating engaging and effective hotel website designs. How? Use brand colors consistently, employ contrasting text colors, utilize a maximum of three fonts, and incorporate white space for clarity. Employing authentic images and personalized content is crucial. Test effectiveness with A/B testing and ensure mobile compatibility. THN’s platform provides tools, templates, and an image gallery to enhance design efforts.

🏨 Countrywide Hotels expands its UK portfolio by managing the 171-room DoubleTree by Hilton Swindon, acquired by a private client. This upscale hotel includes a 24-hour fitness centre, free Wi-Fi, and digital key access. Dining is available at the 14Twelve Brasserie and Bar, with local ingredients. It offers 15 meeting spaces over 817 square metres, accommodating up to 390 guests. Darren Patt, managing director, aims to enhance guest experience and operational performance.

📈 Change in hospitality is inevitable. When? During crises. Where? In the hospitality industry. What? Evolution over revolution. How? By involving staff in gradual, inclusive changes to maintain guest trust and reduce staff turnover, crucial when industry turnover rates hit 70-80%. Why? Sudden shifts erode trust, while staff-inclusive evolution fosters stability and ownership. According to organizational psychology and Deming, staff participation in change enhances success. The industry must prioritize staff-first strategies for continuity. #HospitalityLeadership #ContinuousImprovement

🏨 Seasonal staffing in hotels involves hiring temporary workers during peak demand periods like summer or ski season. This ensures top-notch service when guest numbers spike, controls labor costs, and reduces burnout among full-time staff. However, challenges such as last-minute hiring stress and managing quality persist. Best practices include early recruitment, streamlined onboarding, and flexible cross-training. Tools like Mews' property management system aid in forecasting needs and simplifying operations.