Hotel Operations - 10 Minutes News for Hoteliers - Page 6

2 min

Customer Experience Without Conditions

💬 In 1955, Rosa Parks defied racial segregation in Montgomery, Alabama. Her actions inspire a customer service concept: treat every customer well, irrespective of their behavior. Shep Hyken revisits the "Reality Rule" from Taylor Scott’s book, advocating unconditional service. Key rules include: Golden Rule (treat others as you wish to be treated), Platinum Rule (treat others as they want), and Employee Golden Rule (treat employees as customers). Removing expectations leads to consistent, intentional customer experiences.

2 min

My First Hotel Job High school was ending, and my father encouraged me to find a summer job. I was 15 years old. I took the bus downtown. My journey ended at the Quality Inn. The employment office… | Larry Mogelonsky, P. Eng.

🚗 15-year-old started a job in the summer as a car valet at Quality Inn. HR Manager Marcel offered the role with pay at 90 cents/hour plus tips. Teen had no driving license; learned driving in a parking lot for about 4 hours. After crashing a Chrysler at 15 MPH, Marcel fired him. The incident ended his brief stint in hospitality, not revisited until years later at Inn on the Park Hotel.

3 min

Very Important Pet: the dog-friendly stays boosting luxury hotel revenue

🐶 In a bid to boost weekend occupancy, London's South Place Hotel embraced a dog-friendly luxury strategy. By treating pets as "Very Important Pets," the hotel offers personalized services for dogs, like plush beds and seasonal menus. This approach led to a rise from zero dogs to 3-5 dog-accompanied room bookings per weekend. The strategy also extends beyond amenities, including staff training for pet interaction, and leveraging SEO and social media for marketing.

1 min

At Mine Hospitality assumes management of The Meridian Hotel

🏨 At Mine Hospitality has taken over management of the 73-key Meridian Hotel in Miami Beach's South of Fifth (SoFi) area. This 1930s Art Deco property features a pool and the minibar for dining. Enhancements in operations, service, and revenue management are planned. Matteo Soldatini, CEO of At Mine Hospitality, emphasizes revitalizing underperforming assets. The company currently manages 30 hotels.

New Year’s Resolutions: Stop Doing These in 2026

💡 January 2026, Shep Hyken outlines 12 New Year’s resolutions for customer service. Key actions to stop include overemphasizing WOW moments, wasting customers' time, and relying solely on AI. Emphasize predictable experiences, respect customers' time, and maintain a balance between AI and human interaction. Avoid company jargon, consider frontline feedback, and reinforce training. Challenge assumptions about loyalty programs and silent customers. Promote genuine customer focus to foster lasting loyalty. Check Hyken's work for more insights.

The Restaurant Floor: Life in the Fast Lane

🚗 Andrew Hopson likens working in Food & Beverage to a road trip. In restaurants, like driving, control and presence are crucial. Starting service is akin to turning a car ignition, while achieving a smooth operation echoes finding a driving rhythm. Missing an exit can add 15-20 minutes to a journey, similar to service mishaps in hospitality. Quick adjustments during traffic jams parallel problem-solving in a bustling restaurant environment. A great soundtrack enhances both journeys and work experiences.

Doug Kennedy’s Next Staff Training Webcast: Hospitality IS…

📚 Doug Kennedy's 40-minute hospitality training webcast on January 23, 2026, at Noon ET kicks off KTN's advanced-level series. Free registration is available, thanks to sponsors like Travel Outlook and Track Hospitality Software. Upcoming sessions include February 20 and March 20, also at Noon ET. Topics cover hospitality "vibes," luxury hotel standards, and sales strategies. Recordings are accessible via KTN’s YouTube and Spotify channels. The training emphasizes empathy, authenticity, and effective guest and client engagement.

3 min

Seven Strategies for Driving Group Business at Lifestyle and Luxury Properties

🏨 Group business is crucial for lifestyle and luxury hotels' success. Stein Eriksen Lodge in Utah and Raffles Boston emphasize group concierge services for personalized experiences. The Maven Hotel in Denver and Hotel Polaris in Colorado Springs offer distinctive venues. Rancho Bernardo Inn in San Diego champions culinary creativity. The Venetian Las Vegas enhances events with advanced technology. Estate Yountville in Napa Valley and Amrit Ocean Resort in Florida focus on wellness and authentic partnerships for enriched events.

Best Talent Management Hospitality Award 2025: Flourish Programme by Kempinski Hotels

📚 June 2023, multiple countries: Kempinski's Flourish Programme offers an 18-month leadership journey. Participants gain from mentorship, cross-exposure assignments, and a capstone project. Key figures like Antony Shaw and Fauzia Omumbwa lead the programme. Locations include China, Ghana, and others. Successful candidates commit to Kempinski post-programme. Carmen Venter, Alessio Piccolin, and Amal Ali Saud Alomairi shared transformative experiences. The programme emphasizes learning, experience, and growth for future leaders.

1 min

5-Star Hotels: What makes them different? You've read so much verbiage regarding the 5-star property, and my goodness, I've been one to contribute to this pile! But let's set the story… | Larry Mogelonsky, P. Eng. | 13 comments

💰 5-star hotels rely on human capital, not just luxury amenities. While physical elements like guest rooms and ambiance matter, staff quality is crucial. Despite investing heavily in decor, poor service can ruin the experience. Human capital appears as a cost on the P&L, while capital expenditures face less scrutiny. Reducing labor increases property NOI, benefiting bonuses tied to EBITDA. Consider reallocating funds from luxury items, like a $2,000 lamp, to team training for better service.

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