Tag Archives: Guest Experience

A young couple enjoy themselves in a wellness center. The young people are in a pool at a spa relaxing with pressurized water. Concept of couples between 20 and 30 years old in a spa.

Wellness or Just Well-Marketed? What Hotels are Getting Wrong

Insights, ,

There’s a Peloton in the gym, kombucha on tap in the lobby, and a guided breathwork session on the in-room TV. The wellness amenities are plentiful, but somehow, guests still don’t feel rested. The hospitality industry has enthusiastically adopted wellness, allocating significant budget to branding. But as “wellness” becomes a buzzword applied to everything from bedding to breakfast bars, some guests are pushing back. The rise of performative wellness has exposed a disconnect between what hotels...

Enter your email below to access this content:

Already a subscriber? Please login

A hotel receptionist working behind the counter at night, with warm lighting and decorative foreground elements. ambient interior captures a peaceful setting.Banyuwangi,Indonesia-2Apr2025

How Graveyard Teams are Creating 5-star Experiences While You Sleep

Insights, , , ,

It’s 3:17 a.m. A guest’s flight was delayed, their luggage is missing, and they’re finally checking in exhausted, hungry, and on the edge of a meltdown. Who greets them? Who handles their frustration, offers a warm welcome, and rescues a bad day from becoming a scathing review? That quiet, unseen role belongs to the overnight team. In more hotels, it’s being reimagined as a crucial point of guest experience, not just a placeholder for a shift. Why the night shift matters more than you think For ...

Enter your email below to access this content:

Already a subscriber? Please login

Woman Feeling Sick and Disgusted by Food Course in a Restaurant. Unhappy person having health problems after eating in a diner.

How Restaurants are Designing Menus for the Anxious Eater

Competitive Intelligence, ,

They take the menu. They scan it twice. They ask if the sauce has dairy, then change their mind mid-order. They apologize for being “a pain.” But they’re not trying to be difficult – they’re trying to eat without panic. For a growing number of diners, restaurants are a source of both joy and anxiety. Whether it’s food allergies, sensory sensitivities, or just the overwhelm of too many options, many guests today are arriving with invisible needs that go far beyond hunger. Rather than dismiss thes...

Enter your email below to access this content:

Already a subscriber? Please login

Hire the Right People, Invest in Your Team – and Your Hotel Will Thrive

People,

After four decades in the hospitality industry, Peter Ricci understands what makes a property stand out. Today, he’s preparing future industry leaders as director of Florida Atlantic University’s Hospitality and Tourism Management program, ranked among the nation’s best. Throughout his long and distinguished career – first managing full-service properties and now guiding future professionals – Ricci has kept one principle at the center of his work: put people first. He believes success comes fro...

Enter your email below to access this content:

Already a subscriber? Please login

The Soundtrack of Service: How Music Impacts Staff Efficiency and Guest Mood

The Soundtrack of Service: How Music Impacts Staff Efficiency and Guest Mood

Insights, ,

Guests may not always notice the playlist, but they notice how they feel. That’s the quiet power of music in hospitality. Whether it’s a soothing piano loop in the lobby or an upbeat rhythm driving kitchen prep, music has evolved from an afterthought to an intentional tool. And in a climate where every detail matters, operators are turning to sound not just to set the mood, but to subtly influence guest behavior and staff productivity. The science behind the sound Psychologists have long studied...

Enter your email below to access this content:

Already a subscriber? Please login

5 Themed Dining Experiences That Inspire Fun and Flavor

Emotions, Perceptions, Feelings

Some of my best memories were made at themed restaurants. Why? Because they’re fun. What's fun for business owners: These restaurants make money. Diners escape reality, stepping away from whatever is going on in their life into the adventures that await during two to three hours of mealtime. All while contributing $27 billion every year to the U.S. economy. Playing pretend and having fun with servers is something all guests should experience at least once. It’s the easiest way to ensure a good m...

Enter your email below to access this content:

Already a subscriber? Please login

Lima. Peru. 04.17.08. Interior of the Country Club Hotel in the city of Lima in Peru, South America.

The Guest Experience is Key to Growing Country Club Memberships

Insights,

A thriving membership base is the foundation of success for country clubs and golf courses. But in an era when consumers have endless recreation options, clubs must offer more than pristine fairways and fine dining to retain their appeal. Today’s members expect more than tradition – they seek an exceptional guest experience that blends exclusivity with a welcoming, modern touch. From personalized service to tech-driven convenience, here’s how top clubs are redefining hospitality to maintain stro...

Enter your email below to access this content:

Already a subscriber? Please login

The arrangement of the lobby and living room is neat and gives a luxurious impression for a hotel.

7 Strategies for Elevating the Hotel Lobby Experience

Emotions, Perceptions, Feelings,

The hotel lobby serves as more than just a waiting area; it’s the heart of the hotel, where first impressions are made and lasting memories are created. As guest expectations evolve, hotel lobbies must also transform to meet the demands for comfort, technology, convenience, and leisure. Updating hotel lobbies to enhance the guest experience also allows hotels to reflect and reinforce brand identity, an essential component of marketing for repeat visits. It helps to consider a hotel lobby as an e...

Enter your email below to access this content:

Already a subscriber? Please login

Vending machine in a hotel lobby. KUALA LUMPUR, MALAYSIA - CIRCA JANUARY, 2020: interior shot of Holiday Inn Express in Kuala Lumpur.

From Convenience to Cash Flow: The Art of Vending Machine Placement in Your Hotel

Best and Worst Practices

Most restaurants don’t have hot food available at all hours, and sometimes, even the convenience of a hotel restaurant comes at a price point too high for your guests. According to expert Chance Chen, vending machines can be especially lucrative for hotels under the right circumstances. You need to consider some significant factors before deciding if you want a vending machine. Afterward, there are other factors you need to consider when placing it inside the facility. For example, placing a mac...

Enter your email below to access this content:

Already a subscriber? Please login

Happy hotel waitress serving breakfast at the tables in a restaurant.

What Guests Want From a Hotel Restaurant

Guest Experience News, ,

Guests who have traveled all day want to get off their feet, and they want to eat while they rest in many cases. Plenty of hotels worldwide have a restaurant inside, and you’ll want to figure out a great deal of details before you embark on securing one. Does the type of restaurant you envision match the kind of hotel you have? Perhaps people won’t expect a high-quality restaurant in a budget hotel, and that matters where bringing them in the doors is concerned. It’s also true that the perceptio...

Enter your email below to access this content:

Already a subscriber? Please login