Hotel Operations

📌 In San Francisco, recruiting for the hotel industry is challenging due to a lack of promotion for the benefits of working in hotels, the aftermath of the pandemic, and competition with the tech industry. Housing costs and the need for non-hybrid roles further complicate recruitment. To attract and retain staff, the industry focuses on creating clear development paths, highlighting transferable skills, and fostering an engaging, fun work environment. These efforts aim to make hotels a training ground for skills applicable across various industries, despite high turnover among young workers seeking tech careers.

📌 Steven highlighted the significance of execution in achieving success, referencing a guiding quote: "a strategy without execution is just a dream." He emphasized the importance of execution in technology and the guest experience in hospitality. Steven and his team face challenges like system integration failures and hectic events like San Francisco's Fleet Week. Preparation for such events, like Fleet Week which occurs annually after Columbus Day, involves months of planning and communication to ensure a smooth guest experience. Training is deemed a crucial element in fostering a culture of execution.

📷 In this personal reflection, Isaac emphasizes the importance of going beyond basic accommodation to create memorable, personalized experiences based on genuine connections. Highlighting the essence of hospitality, he draws from stories that have impacted his memory and acknowledges those who inspire through their generosity and meticulous attention to detail. Isaac's message is clear: strive to deliver thoughtfulness and care in interactions with others, whether they are strangers or friends.

💼 Plan hiring for seasonal needs, clearly communicate job duration and potential for extended employment. Utilize open hiring events and employee referrals with incentives to bolster the hiring pipeline. Maintain connections with former employees for potential rehiring. Emphasize unique workplace benefits in job postings, address online negative reviews, and use social media to showcase company culture. Track recruitment metrics like time to hire, quality of hire, and referral success rate to refine hiring processes. In 2025, honesty in hiring is key to building a reliable workforce.

🏩 On March 31, 2025, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shared his career journey from bellman to VP on the Hospitality Daily Podcast. He discussed the significance of company culture and growth opportunities in the hospitality sector and offered insights into managing change within the industry. The episode covers his initial steps into hospitality, the expansiveness of career opportunities available, his current VP role, and the impact of technology on the sector. Marais also touched on the value of career longevity and his transition from Kimpton to Noble House, emphasizing the importance of a strong team culture.

🏨 Katelyn Majcen, with a finance major and consulting background, transitioned into the hospitality industry through real estate investment trust clients. Mentored on resilience and adaptability, she values diverse perspectives and continuous learning. In sales, Majcen notes progress in women's leadership roles within the lodging sector, seeing initiatives such as flexible policies and mentorship programs contributing to industry success and inclusivity.

📌 Laura Brouk's career in hospitality began with an economics and travel interest in high school, leading to a hospitality major and a pivotal internship at Marriott in St. Louis. Mentors like Patty Clark and Maureen Healy at Marriott, and Jean-Luc Barone and Chris Anderson from White Lodging, were crucial in fostering an inclusive environment. Observing more women and minorities in hospitality leadership, Brouk recognizes the industry's progress and the AHLA's commitment through the acquisition of the Castell Project, aimed at advancing women's leadership.

🏖️ During March and April, 64% of Americans plan trips, a vital period for hotels to increase direct bookings. Avani Victoria Falls Resort offers an Easter "Family Fun" package with daily breakfast, Victoria Falls access, and a sunset cruise, easily booked via Layer. Coast Hotels entices new members with a targeted spring offer and a discount, driving loyalty. Anantara Koh Yao Yai uses a countdown clock to promote urgency for an exclusive deal. Sand and Sea in the Canary Islands targets travelers with a "Spring in February" offer, using a Layer to depict the sunny escape. Personalization tools help hotels reach the right audience at the right time, improving direct bookings and fostering guest loyalty.