Hotel Operations

Since their creation, the Hospitality Awards have recognised the efforts made at every level to improve hotel operations. The Local Awards are dedicated to individual initiatives developed within single properties,…

Experience the Art of Sauna in Paris’ Latin Quarter Now the clocks have gone back, guests at Hôtel Dame des Art in Paris are discovering the warm welcome offered by the hotel’s…

Having worked in the hotel business for over four decades, I know most people think the numbers are the “hard” part of hospitality. There’s a common belief that the financials are best left to professionals who can sort out the complex interplay between the different departments of a hotel. It’s just too challenging and complicated for anyone who didn’t go to accounting school.

How to kill a hotelier (and a hotel). It doesn’t take a scandal. It doesn’t take a crisis. It takes silence. Silence from leaders who never walked the lobby at…

In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his team is reimagining food halls as vibrant “third places” that bring communities together. He explains…

As online bookings increase, the number of reservations inquiry calls decreases over time. Yet when you spend time at a busy front desk or in the reservations office, the calls continue to ring. Why? Many of those who book online still call the hotel directly to reconfirm their booking, especially if they originally booked at a third-party OTA website. Inbound reconfirmation calls occur more frequently at upscale hotels and destination resorts, where travelers are typically celebrating special occasions, traveling with large parties, and/or flying to their destinations. However, they also happen surprisingly often at all hotel types, including focused service.

When I stepped into my role as Executive Chef at Hilton Anaheim, it coincided with the largest renovation in the hotel’s 40-year history. But this wasn’t just a chance to update dining spaces or reimagine menus; it was a rare opportunity to fundamentally rethink how hotel food and beverage can engage today’s guests, drive revenue, and foster long-term loyalty.

My best sales person quits. Not for more money. Not for a promotion. Not even for a competitor.

A customer takes the time to buy a product, which could include research, visits to a store, calls to a salesperson, and many other tasks that go into a pre-purchase routine. So once they buy it, the work should be over. But sometimes it’s not. Something goes wrong, or the customer may have a question. Regardless of what it is, they are about to spend more time related to their purchase that isn’t just the actual use of the product.