Hotel Operations

📝 Surveys offer hotels actionable insights missing from third-party reviews, which are reactive, unstructured, and public. TrustYou’s CXP platform aggregates reviews and surveys, allowing hotels to unify guest feedback, analyze sentiment trends, and respond swiftly with AI tools. Surveys, being private, often yield honest feedback, aiding in proactive guest experience management. Utilizing surveys effectively can enhance reputation management and improve guest experiences, with hotels reporting an 80% reduction in response time and doubled response rates.

📈 Dec 18, 2025. Hotels are shifting focus to systematic follow-ups to convert demand into bookings. Lead nurturing using CRM systems is now critical, as guest decision paths are non-linear, involving multiple devices and channels. Automation enhances response speed, while personalized communication boosts conversion rates and revenue. Performance gains are measurable, but technology gaps can hinder success. Long-term relationships are strengthened through consistent post-stay communication, increasing guest loyalty and repeat business.

🏨 Agnelo Fernandes, CEO of Cote Hospitality, discusses the challenges in the current hospitality industry due to flattening demand and rising costs. He highlights that labor conditions won’t normalize soon and stresses the importance of simplicity and adaptability for competitive advantage. Agnelo introduces the “52 Games a Year” mindset, viewing performance as a series of wins and losses. This people-first approach helps drive sustainable performance while preserving the essence of hospitality.

📖 Agnelo Fernandes, CEO of Cote Hospitality, discusses the GUIDE mentorship program, designed to develop internal leaders and improve retention. The program emphasizes two-way mentorship and human connection over hierarchy, enhancing personal branding in leadership. Results include stronger retention, deeper engagement, and a growing pipeline of future leaders. This approach demonstrates mentorship's strategic role in hospitality. Listen to the episode for actionable insights to boost your business and team.

📈 Agnelo Fernandes, CEO of Cote Hospitality, pursued his passion for hospitality by removing his MBA to secure an entry-level job. His unconventional journey highlights the challenges of the industry, which he believes surpasses rocket science. Agnelo emphasizes "leading from any seat" and credits diverse mentorship and adaptability to tech changes for his success. His story offers valuable insights for both early career professionals and aspiring leaders.

🏨 Craig Poole shares insights from his extensive hospitality career, emphasizing resilience and mindset during his cancer battle. He highlights leadership values like gratitude, selflessness, adaptability, and compassion. Craig discusses the importance of "being behind" those you lead and how his philosophy has deepened through illness. This episode focuses on how hospitality equips individuals to meet life's challenges with strength and service.

🛌 Hotel amenities enhance guest comfort and differentiate hotels. Essentials include free WiFi, toiletries, and breakfast. Advanced offerings like smart tech, eco-friendly products, and personalized gifts boost appeal. The right mix depends on guest demographics, cost-impact balance, and location, creating unique and memorable experiences. Amenities like pillow choices, yoga mats, or local partnerships promote guest satisfaction and brand loyalty. Evaluating competitors helps identify gaps and opportunities.

🌟 For effective forecasting, define roles: Revenue Management, Marketing, Sales, and Operations. Focus on the pickup report to gauge booking velocity. Use exponential smoothing for short-term, combined methods for mid-term, and scenario planning for long-term forecasts. Weekly 45-minute meetings should focus on exceptions, addressing pace underperformance. Implement an "If This, Then That" playbook for coordinated actions. Measure forecast accuracy and action impact to ensure forecasts drive profit, not just volume. 📈

By Stephen Burke, Founder & CEO, RobosizeME In today’s hospitality environment (see our previous article), “do more with less” has become more than a mantra, it’s a structural necessity. Modern…

🍴 Josiah Mackenzie, founder of Hospitality Daily, reflects on the hospitality industry's resilience during Thanksgiving. In 2025, operators protected profits, respected on-property teams, and leveraged technology effectively. He emphasizes the sector's leadership, culture, and operational fundamentals in overcoming challenges. Josiah thanks collaborators, contributors, and listeners for their support and learning this year. The episode encourages turning insights into action to benefit businesses and communities. Music by Clay Bassford of Bespoke Sound accompanies the show.