Hotel Operations

🏨 Audrey Goh, Executive Housekeeper at Honolulu's Halekulani since 1991, manages over 160 housekeepers. The pandemic caused 50 departures, leading to innovative recruitment. Despite high expectations, Halekulani fosters a family-like culture, ensuring high performance. Housekeepers, often with limited English, receive language training. Wages are competitive, and the team rarely loses members over pay. Audrey, who sees her team as family, finds joy in their success. She equates her role to a mother's, never considering retirement.

✈️ Air France's La Première offers a $20,000 luxury experience with just four suites per plane, featuring Jacquemus pajamas, Ducasse menus, and Porsche transportation to the gate. This three-year redesign focuses on intentionality in every detail, from the drive to the lounge to the flight. Hotels can learn from this by enhancing every guest journey touchpoint, using constraints creatively, and defining a unique signature. Details, not budget, can create memorable experiences.

🏨 In 2025, within IHG Hotels & Resorts, diversity and inclusion remained a priority, as highlighted by Jolie Fleming. IHG, a global player with nearly 6,800 hotels in over 100 countries, focuses on fostering an environment where diverse perspectives can thrive and contribute to business success. Jolie emphasized her career in leveraging technology to drive results and her passion for travel and hospitality. Her leadership team reflects a mix of skills and global backgrounds, promoting continuous learning and transformation.

📈 David Taylor, CEO of Kew Green Hotels, emphasizes the significance of guest experience as a commercial driver in hospitality. He suggests tracking repeat visits as a key performance indicator, alongside satisfaction scores. Improving guest scores from 7 to 8 out of 10 could increase repeat visits from 30% to 35%, reducing customer acquisition costs and enhancing margins. Strong guest relationships lead to increased ancillary spend, fostering loyalty and profitability. Taylor advocates empowering teams to build authentic guest relationships.

📈 Amanda Wickham's journey from military to hospitality began with a transitional job in graduate school, leading to a long-term career. Mentors like Bo Schmitz, Mark Xenophon, Chris Knapton, and Tommy Holmes played pivotal roles. Women in hospitality showed progress in leadership by 2025, especially at the general manager level. However, director and executive roles still lag. In 2026 and beyond, diversity, inclusion, and leadership accountability in hospitality are vital for sustainable change.

💻 Today, 80% of travelers prioritize booking entirely online, leaving 20% who still opt for offline methods. The front desk experience is crucial for these guests, as it can significantly influence their impression of a property. Understanding and improving this interaction can enhance guest satisfaction and ensure a positive reputation for accommodations.

🍳 Sujin Cho, chef & co-owner of Calong in Stoke Newington, emphasizes the influence of female chefs in a male-dominated industry, highlighting the importance of mentorship and continuous learning. Fanny Stocker, co-founder of Genuine Restaurants Group, advises understanding the operational side and seeking mentorship. Nermin Khamosia from Ta’mini Lebanese Bakeries finds motivation in creativity and connection. Katie Welch, head of brand at The Mayfair Chippy, values leadership diversity. Simeron Lily Patel, co-founder of KOKUM, drew inspiration from her grandmother’s cooking instincts.

🏗️ Hotel Equities now manages Sun Mountain Lodge, a 2,000-acre resort in Washington’s Methow Valley, owned by GEM Real Estate Partners. Recent renovations include updated lodge guestrooms and 16 pet-friendly cabins. The resort features two restaurants, a 2,000-bottle wine cellar, and 7,000 sq ft of meeting space. Winter activities offer 240 km of ski trails, while warmer months provide mountain biking and rafting. This addition bolsters Hotel Equities’ Lifestyle Division strategy.