Hotel Operations

📚 Nathan Woods instructs businesses like insurance agencies and financial firms in "Unreasonable Hospitality," a concept traditionally outside their scope. These businesses are increasingly interested in hospitality training to differentiate themselves, unlike some in the hospitality sector who believe they already excel in it. Listen to Nathan's insights on the Hospitality Daily Podcast, available on Spotify and Apple Podcasts, for more on how non-hospitality industries are embracing this approach.

📈 December 2025, The Hospitality Labor Report reveals a 70–80% turnover rate, with two-thirds of hotels experiencing staffing shortages despite record employment levels. The American Hotel & Lodging Association's 2025 survey notes compensation increases and expanded benefits haven't resolved this. The core issue is misalignment; employees lack understanding of organizational goals and strategic alignment, leading to disengagement. Achieving strategic alignment requires clarity in goals, critical success factors, objectives, and actions, ensuring every role supports priorities effectively.

🏨 Kristie Rasheed, inspired by her love of travel, studied at the University of South Carolina's School of Hotel, Restaurant, and Tourism Management. Starting as a reservations manager at Wild Dunes Resort, she spent 12 years there under mentors like Terri Haack. Now, she leads operations for over 40 hotels at Olympia Hospitality, culminating 25 years in the industry. In 2025, the hospitality industry saw gradual progress in women’s leadership, with expectations for continued diversity and inclusion in 2026.

📑 In 2025, the lodging industry saw increased female leadership across corporate teams, ownership groups, and advisory councils. Stephanie Kendrick, a brand leader at Wyndham Hotels & Resorts, emphasizes the value of mentorship, citing influences like Sanjeev Raut and Rick Munson. Kendrick started in hospitality as a front desk agent in Fayetteville, North Carolina. She champions diversity initiatives and has guided brands like Days Inn and La Quinta. Prominent programs include Hospitality Hued and BOLD, fostering diversity and inclusion.

📖 Naomi Frost began her hospitality career at 18 in a small hotel in a town with under 7,000 people. She won Red Roof Inns’ Circle of Excellence Trailblazer award in 2023 and founded Frost Hospitality LLC that year. She led a hotel to exceed revenue records during the pandemic and created inclusive programs for leadership. In 2025, women advanced in lodging leadership roles, supported by initiatives like AHLA’s ForWard. Frost is optimistic about diversity in hospitality for 2026 and beyond.

📦 Rude or indifferent employees, inconsistent support, and unresolved issues drive customers away. In a recent report, top reasons for switching brands include employees' apathy, inconsistent information, unreturned messages, and lengthy wait times. Friction in accessing customer support and repeated information requests also contribute to dissatisfaction. Customers are likely or very likely to leave due to bad experiences, requiring multiple interactions, inconsistency, and repeated transfers, leading to customers feeling undervalued.

📓 Hospitality leaders are increasingly hesitant to enforce accountability and direct mentorship. This shift seems influenced by generational changes, with Millennials and Gen Z prioritizing work-life balance and being more sensitive to feedback. The reluctance to address issues directly is evident during busy times, such as sold-out weekends, where leaders avoid confrontation to prevent team tension. This hesitance leads to a decline in operational excellence and weakens the industry's foundational principle of mentorship.

📚 Hospitality leaders are noticing a shift in their industry. Mentorship and accountability, once central to hospitality, are waning as leaders hesitate to address issues in real-time. The influence of Millennials and Gen Z, with their unique work-life balance priorities, may be contributing to this change. As a result, operations risk losing the drive for excellence. Leaders, while aware of standards, often opt for indirect corrections, affecting the overall guest experience and team dynamics.