Hotel Operations

🛌 Hospitality is evolving beyond efficiency to prioritize human experiences. Lean staffing exposes flaws in operations, revealing that strong communication and leadership are crucial. Guests seek consistency in emotional experiences, not just mechanical precision. Leadership's role is evolving, focusing on emotional intelligence and sustainable practices. Hospitality isn't losing relevance; it's returning to fundamentals, highlighting presence over process. Consistency and connection in service foster guest loyalty and satisfaction. Presence is becoming the new luxury in hospitality.

🏨 Göbel Hotels capitalized on the low season by offering a 10% discount with the Göbel Card to enhance guest loyalty. La Bastide de l'Oliveraie leveraged February festivities to attract visitors. Palladium Hotel Group in Madrid promoted an Extra Perks Package during low demand. Guldsmeden Hotels offered a 50% discount on the third night. The G Hotels Istanbul encouraged longer stays with a "Stay Longer, Save More" offer. AI personalization tools were used to increase bookings and extend stays during low seasons.

📅 THAIFEX - HOREC Asia 2026 takes place from March 11-13 at IMPACT, Muang Thong Thani, focusing on hospitality operational execution. Over 600 brands from 25+ countries participate, including Hoshizaki, UNOX, and Lavazza. New markets: France, the Netherlands, Macao SAR, and Spain. The event features the Xperiential Zone, THAIFEX – HOREC Academy, and competitions like the ASEAN Coffee Roasting Championship. Key additions include the Workshop Zone offering hands-on training with experts. Registration is open.

📰 In Salt Lake City, Utah, the Leading Hotels of the World (LHW) selected Yipy as a preferred provider through the Leading Strategic Sourcing (LSS) program. This collaboration aims to enhance service consistency and individuality across LHW’s global network. Yipy offers platforms to operationalize service excellence, reducing training time and improving guest satisfaction. The LSS program, developed with DayBlink GPO, connects LHW member hotels with value-driven partners in operations, technology, and guest experience.

📡 Shep Hyken highlights common customer service issues, emphasizing that the problem often lies in systems, not personnel. Key issues include hard-to-find contact information, reliance on AI without human agents, lack of self-service options, ineffective self-service, long hold times without call-back options, unreturned messages, and poorly trained representatives. Companies should brainstorm solutions to address these system failures and enhance customer experiences.

💸 Hotels seeking to boost ancillary revenue should focus on mobile ordering for F&B services, as it offers significant potential. Deployment of QR codes, covering guest touchpoints, can capture orders 24/7. IRIS, a leader in digital F&B platforms, reports hotels using mobile ordering technology can boost revenues by 20%. The strategy includes upselling, multi-lingual support, and creative marketing. Since 2010, thousands of hotels globally have utilized IRIS technology to enhance guest experiences and streamline operations.

🏨 In the 1920s, Great Britain had roughly 30,000 butlers, but today there are only about 5,000 trained butlers in the UK. The Lanesborough Hotel in London has assigned butlers to each guest since the early 1990s. The Ritz-Carlton and other luxury hotels like The St. Regis Rome and The Savoy London enhance guest experiences with butler services. This service increases average daily rates (ADRs) but requires highly trained staff, highlighting a competitive edge in the luxury hotel market.

🛂 A guest arrives frustrated after 40 minutes of wrong turns due to incorrect information from a third-party site. In 10 minutes, five such guests arrive, overwhelming the single staff member at the desk. A simple change in greeting from “How was your trip?” to “Your room’s ready, let’s get you settled” significantly eased check-ins within a month. Clear signage and concise arrival instructions, like providing a door code upfront, reduce guest frustration and improve their experience.

🏨 In hospitality, embracing Lean management prioritizes "Respect for People" to enhance efficiency and service quality. Instead of traditional "command and control," managers act as "barrier removers," empowering staff as problem-solvers. True Lean reduces overburden (Muri) and avoids "redline" operations, preventing burnout. Technology like Demand Calendar automates tasks, reallocating time for guest-focused experiences. Lean management's success lies in valuing human potential, eliminating waste, and using technology to ease workloads, fostering a supportive, high-performing culture.

🚧 In 2023, a study showed burnout among hotel workers leads to high turnover. During COVID, hotels cut staff intending to rehire post-pandemic, but 80% still report vacancies in 2025. Chronic understaffing impacts guest experience, property maintenance, and staff well-being, leading to increased costs. Replacing staff costs between $5,000 to over $25,000 per person. Solutions include rehiring past employees, cross-training, and prioritizing well-being. Short-term savings from understaffing often result in long-term financial losses.