Tag Archives: hotels

Smiling millennial waitress with notebook taking order from young multiracial client couple, diverse friends relax hang out in cafe or restaurant speak with staff enjoying good service and atmosphere.

What a Smile is Really Worth in Hospitality

Emotions, Perceptions, Feelings, , , ,

From mobile check-in systems to AI-driven service models, hospitality leaders often chase the next big innovation. But new research suggests one of the most powerful guest experience tools is also the oldest: a genuine smile. According to a joint study by Hampton by Hilton and Goldsmiths, University of London, guests who were greeted with a smile were 3.5 times happier during their stay and 75% more likely to return. The researchers used eye-tracking glasses and facial analysis software to monit...

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Young woman with baggage using smartphone while waiting to check in the tropical resort, Travel lifestyle concept.

What Guests Actually Want From Hotel Apps Now

Communication and Messaging,

It’s no longer a question of whether hotels should invest in guest-facing technology. The real question is what features guests will actually use. Hotel Tech Report’s 2025 State of Hotel Guest Technology Report makes one thing clear: guests value simplicity, speed, and control. The most commonly used hotel app features are those that help guests move through their stay more efficiently. That means mobile check-in, check-out, and digital room keys — not in-app games or augmented reality guides. D...

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A smiling businesswoman sits in a modern hotel lobby, checking her phone while holding onto her suitcase. She appears relaxed and ready for her trip, surrounded by a comfortable lounge area.

Is Your Digital Check-in Making Guests Feel Unwelcome?

Emotions, Perceptions, Feelings, ,

For many hotels, digital check-in has become a staple of modern service, streamlining the arrival process, reducing front desk wait times, and giving guests more control over their experience. But when the tech does all the talking, something human can get lost in the process. Hospitality leaders are now asking a new question: Is convenience coming at the cost of connection? Digital check-in has become a standard feature in hotels, with nearly half of guests preferring to check out using their s...

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Photo of Buildings and streets of Upper West Site of Manhattan, New York City.

NYC’s Safe Hotels Act Sets New Rules for Safety and Labor

Industry News,

As of May 3, 2025, every hotel in New York City must comply with the Safe Hotels Act – a sweeping new law aimed at protecting staff and curbing labor exploitation. Signed in November 2024 by Mayor Eric Adams after sustained pressure from labor unions, human-rights advocates, and district attorneys, the law introduces a series of safety and labor standards, including mandatory panic buttons for staff, on-site security requirements, basic human trafficking training, and tighter restrictions on sub...

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Follow 5 Teacher Training Tips to Form a Guest Safety Plan

Insights

Treating guests well starts with keeping them safe. That means the foundation for hospitality excellence should include a meticulously crafted security plan. Guests cannot enjoy themselves without first feeling secure in their environment. The same goes for those who serve them, who cannot succeed at their jobs without knowing how to keep themselves and their patrons safe. Unpredictable situations are bound to come up, and it’s always better to deal with the potential outcomes head on and ahead ...

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Keep Your Bathrooms Accessible: 3 Tips for Giving Disabled Guests a Comfortable Stay

Best and Worst Practices

Traveling should be an experience open to as many people as possible. Hospitality is basically synonymous with comfort and convenience, and that comfort should be available to everyone. But that doesn’t always represent the reality that disabled tourists face. One common, but not always acknowledged, area that requires easy access is the bathroom. Easterseals, a disability services provider, says that 30 million Americans use wheelchairs and two-thirds of emergency room visits are the result of ...

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Backpacker Camping Hiking Journey Travel Trek Concept.

The New Hotel Amenity Is Adventure

Competitive Intelligence,

Hotels today aren’t just competing on room rates and breakfast buffets — they’re competing on memories. Travelers are increasingly picking where to stay based on the stories they can tell when they get home. Airbnb sensed this back in 2016 when it rolled out Airbnb Experiences, which are bookable activities hosted by locals. Last year, “Nights and Experiences” bookings played a significant role in the company’s 18% year-over-year jump in revenue. The brand claims that their Experiences offerings...

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Waist up portrait of smiling African American man wearing suit as hotel manager standing in hotel room holding tablet and looking at camera copy space.

10 Core Values To Live by From Service to C-Suite

Leadership,

Managers who express integrity, warmth, innovation, and a customer-first approach create a culture that resonates from the boardroom to the front line. However, if management enforces these values without truly embodying them, the disconnect affects every team member — and eventually, every guest. It’s no secret that core values have a profound impact on employee performance. When staff feel like they align with the company culture, they’re four times more likely to go above and beyond in their ...

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Chef preparing a plate made of meat and vegetables. The chef is pouring sauce on two plates.

Transforming the Hotel Culinary Experience with “Gastronomic Amazement”

Guest Experience News,

Guests crave an experience that excites all the senses. Enter the "Gastronomic Amazement" trend, which puts the kitchen at the center of the guest experience. Instead of the traditional, hidden-back-of-house operation, modern hotel restaurants are now drawing guests into the heat of the action, offering an immersive journey into the culinary arts. Imagine watching a chef’s precise knife work, hearing the sizzle of ingredients on a hot grill, and feeling the energy of a bustling kitchen. Global a...

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A group of business employees enjoying pizza during a casual lunch break in a modern office environment. They engage in conversation, fostering relationships and boosting morale.

Small Gifts, Lasting Impact: How to Boost Hotel Staff Morale

Leadership,

Some signs of low morale are easy to spot: staff snapping at each other, bare-minimum effort, or a noticeable uptick in callouts. But more often, the early warning signs are subtle. A team member seems less enthusiastic than usual. A once-reliable employee is harder to reach. These moments matter. A small gesture at the right time can shift the tone before burnout or resentment takes hold. You don’t need a big holiday bonus or flashy perks to lift the mood. A quick thank-you note, a surprise gif...

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