Hotel Operations

🏨 Aimbridge Hospitality, a leading hotel management company, now manages three historic boutique hotels owned by Gorman & Company, located in Milwaukee, Kenosha, and Rockford. The Brewhouse Inn & Suites, established in 1877, offers 90 suites; The Stella Hotel & Ballroom, originating from 1917, has 80 rooms; and the Embassy Suites by Hilton Rockford Riverfront, opened in 2020, includes 160 rooms, two restaurants, and over 21,000 sq ft of event space.

🏡 James McComas, General Manager of Champneys Eastwell Manor in Kent, discusses the complexities of managing a historic Grade II listed estate. Challenges include handling architectural issues like sinkholes, sourcing skilled craftsmen, and meeting luxury standards amid a labor shortage. Emphasizing resilience and humor, McComas navigates independent ownership hurdles while maintaining the estate's reputation for fairy tale weddings and corporate retreats. Listen to the Hoteliers' Voice Podcast for insights into hospitality leadership.

📊 Housekeeping used more labor than planned due to factors like unexpected demand or schedule changes. Analyzing such variances involves management's time, leading to hidden costs. Operational data includes forecasts, schedules, and occupancy rates, but context is crucial for understanding deviations. For example, 85% occupancy on different days may present different workloads. Efficient data interpretation across departments is key. Unified platforms like Unifocus streamline labor management, improving decision-making and reducing costs. Unifocus operates in 68 countries.

📅 In 2023, the NYC Women of Hospitality was revitalized by Kat Woods and the board, hosting 50 attendees at their first event. Kat, Regional VP of Pre-Opening Operations at Hyatt, discussed her career and leadership insights in the inaugural episode of "The Hospitality SHE Suite" series. The podcast, hosted by Cassady Quintana, features discussions with women shaping the hospitality industry, focusing on leadership, career paths, and mentorship.

💬 Great customer service hinges on both mindset and word set, according to expert Shep Hyken. Kindness and helpfulness, key components of mindset, are top reasons customers return, while rudeness drives them away. Hyken emphasizes training employees in word set—knowing what to say and how to say it. This approach transforms a simple “no” into alternatives, enhancing customer experiences. Hyken underscores “hire for attitude, train for skill,” merging mindset and word set for exceptional service.

🌎 Nicolas Peluffo, CEO of Awasi, discusses its ultra-luxury lodges in South America, operating since 2007, with five locations across Chile, Argentina, and Brazil. Awasi's "one villa, one guide, one vehicle" approach offers personalized guest experiences. With about three staff per guest, Awasi emphasizes judgment and empowerment in its operations. Awasi's conservation and cultural partnerships enhance its offerings. Notable expansion includes Zenit villas in Patagonia and wellness programs in Brazil. South America's luxury travel market remains largely untapped, presenting significant growth opportunities.

🍮 Ross Sneddon, Executive Pastry Chef at The Balmoral in Edinburgh and Brown’s Hotel in London, was named Pastry Chef of the Year at the 2026 Catey Awards on July 7, 2026. The Catey Awards are the UK’s top hospitality awards. Ross, who has been with The Balmoral since 2015, oversees pastry programs at two Rocco Forte Hotels. His role includes mentoring emerging pastry chefs who have succeeded globally.

⏳ For five days, track your time in 30-minute blocks across three categories: Assemble (10 hours), Decide (15 hours), and Prove (15 hours). Of 40 hours, 25 are spent without resulting in a decision. Forecasting is overlooked, leading to inefficient time use. Aim for 3 hours assembling, 30 hours deciding, and 7 hours proving. Analyze your logs and propose changes to your commercial director to optimize time management, rather than relying on new software.

🏨 JMI Realty selected Avion Hospitality to manage Hilton Garden Inn Austin Downtown. The criteria included being founder-led, Texas-based, familiar with Hilton Garden Inn, and capable of improving guest service. AI helped assess potential operators through guest service scores. Avion ranked highest. Economic terms were considered after identifying the best fit. JMI's approach highlights the importance of aligning operator capabilities with hotel needs before negotiating terms.

🏨 Staffing shortages challenge the hospitality industry, with hotel employment down nearly 10% from pre-pandemic levels. Despite higher wages and expanded benefits, 65% of hotels report shortages (AHLA, 2025). Turnover incurs high costs, but 42% of it is preventable through better management (Tatel & Wigert, 2026). Leadership practices, like transparent communication and fostering psychological safety, can mitigate burnout and improve retention, crucial for maintaining service consistency and enhancing guest experiences.