Hotel Operations

🍴 In 2025, Youri Sawerschel, founder of Creative Supply, shared five strategies to boost F&B revenue and perceived value at the HOW Festival in Zadar. His strategies include reframing business models and utilizing guest presence as content, derived from working with luxury hospitality clients in Europe and the Middle East.

🏨 Ian Schrager is maintaining control of his boutique hotel brand's identity by partnering with Highgate for operational purposes, without Highgate being a consumer-facing brand. He retains creative ownership while demonstrating that boutique hotels can scale and professionalize while preserving their essence. Schrager, a supporter of BLLA, first spoke at the Boutique Hotel Investment Conference in 2013. His strategy exemplifies founder-led, design-driven, independent hospitality.

🏨 Javier Cano, AGM for The Ritz-Carlton Hotel Company, L.L.C., exemplifies top-tier hospitality leadership at Ritz-Carlton and JW Marriott, LA Live. At 8 a.m., he personally assists at Illy Café, restocking supplies and engaging with staff and guests. During ALIS, Cano and Hotel Manager Jordy Robinson model caring, respectful leadership. The dedication of such leaders inspires and motivates those in the hospitality industry, as highlighted by their support through Forbes Travel Guide.

📱 Owner, manager, host, or property operator: Identify frequent guest questions in 15 minutes, fixing in 1 hour. Applicable to hotels, B&Bs, vacation rentals. Analyze frequent questions through staff input, remote message review, or solo tracking over 30 days. Choose the most significant question to address weekly, prioritizing arrival-related queries. Provide solutions like pre-arrival messages or visible signage. Proactively acknowledge issues with no easy fix to prevent complaints. Repeat this workflow monthly for continuous improvement.

🛌 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.

📡 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.