Hotel Operations

By Stephen Burke, Founder & CEO, RobosizeME In today’s hospitality environment (see our previous article), “do more with less” has become more than a mantra, it’s a structural necessity. Modern…

🏨 Hospitality schools often overlook practical skills crucial for creating loyalty and revenue. Key neglected skills include reading body language quickly, selling without pressure, and utilizing emotional intelligence. Other essential skills involve anticipating needs, maintaining calm under tension, creating micro-magic moments, solving problems gracefully, adopting an owner’s mindset, understanding guests via social media, and continuous learning. As AI and automation grow, emotional and intuitive skills will differentiate elite professionals from the average.

🏨 Hospitality is evolving rapidly, focusing on emotional, psychological, and cultural elements. Key skills include understanding human psychology, building a personal brand, and making guests feel emotionally safe. Graduates entering the hospitality field often lack these capabilities, leading to a skills gap. The author proposes a new curriculum with 10 essential skills for future hospitality professionals, emphasizing adaptability, cultural awareness, and lifelong learning to ensure industry survival and success in the next decade.

🏋️ Lancaster House Hotel in North Lancashire has collaborated with physiotherapist Mark Leather to establish a treatment room in its on-site health club, Sandpiper. Leather, who started his career in the 1980s and worked with Liverpool and Sunderland, will offer a range of services, including hydrotherapy. The partnership aims to enhance services for guests and residents. The hotel's health club was upgraded in January 2023 and includes facilities like a pool for rehabilitation programs.

🍴 Josiah Mackenzie, founder of Hospitality Daily, reflects on the hospitality industry's resilience during Thanksgiving. In 2025, operators protected profits, respected on-property teams, and leveraged technology effectively. He emphasizes the sector's leadership, culture, and operational fundamentals in overcoming challenges. Josiah thanks collaborators, contributors, and listeners for their support and learning this year. The episode encourages turning insights into action to benefit businesses and communities. Music by Clay Bassford of Bespoke Sound accompanies the show.

🛣️ Families of 5 often bypass hotels due to inadequate room options and steep prices when a third child is added. Standard hotel offerings like two double beds, bunk-bed rooms, and expensive or rare family suites fail to meet their needs. This leads families to choose Airbnb alternatives. Hotels are missing a growing, loyal market by not providing clearly defined room types, fair pricing, and adaptable design. Meeting these needs can attract this valuable demographic.

🏨 Managing Director Matthew Bell of Mollie's discusses scaling hospitality brands with Danica Smith, focusing on maintaining soul and energy. The "starfish principle" emphasizes cross-functional teams for improved guest experience and faster decision-making. Clear vision and strategic frameworks are key for team autonomy. Formerly, Bell served as Chief Hotel Operations Officer at citizenM.

💬 Wi-Fi issues, noise, temperature problems, cleanliness, and customer service are top hotel complaints. Immediate responses, such as room changes or maintenance fixes, can mitigate negativity. Up to 15 common grievances include billing errors and hidden fees. Addressing these promptly can improve reputation and guest retention. Training staff, optimizing housekeeping, and employing guest experience software are recommended strategies to enhance guest satisfaction and reduce complaints.

🏨 Management departments? Hotels employ 13 key departments, from Management, Finance, Sales, Marketing, and Front Office to Housekeeping, Maintenance, F&B, Purchasing, Events, HR, IT, and Security. Their functions range from guest services to financial management. Coordination is vital, supervised by the Management department. Technology, like PMS, enhances efficiency through automation and real-time updates. Emphasizing communication, technology adoption is essential for seamless hotel operations and a competitive edge.