Tag Archives: operations

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 ...

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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...

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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...

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Irvine, California - April 21 2024: Marriott Hotel Sign Glowing in the Night.

Hotels Revise Forecasts as Select Service Bookings Decline

Industry News,

Hotel chains are revising their second-half 2025 forecasts on weak travel demand as the impact of U.S. tariffs and inflation continues to stifle consumer spending. While luxury accommodations seem more resistant to uncertain macroeconomic factors, select service hotels have shown a decrease in booked rooms. Bethesda, Md.-based Marriott revised its 2025 room revenue growth to 1.5 percent to 2.5 percent, down from its previous estimate of 1.5 percent to 3.5 percent. The company reported a 16 perce...

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Stewardess at the bar counter in airport cafe

Why Restaurants are Hiring Former Flight Attendants

Leadership, , ,

When turbulence hits 30,000 feet, flight attendants don’t flinch – they reset coffee service, soothe anxious passengers, and manage emergencies with calm authority. That same skill set translates surprisingly well to restaurant floors, where dinner rushes, guest complaints, and short staffing demand quick thinking and composed service. As the airline industry continues to reshape its workforce post-pandemic, with cuts, consolidations, and early retirements, former flight attendants are transitio...

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Interior of a luxury hotel lobby.

Why the Hotel Lobby Is Still Your Most Underrated Asset

Insights,

The front desk used to be the focal point of arrival. Today, it’s often an afterthought. With mobile check-in becoming the norm, hotel guests are increasingly bypassing the lobby – and missing the chance to connect with a space that once set the tone for their entire stay. As more travelers walk past the front desk with phone in hand, the traditional lobby is under pressure to evolve. No longer just a transition space, it now has to earn attention. That means delivering more than function – it n...

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The hotel room with DO NOT DISTURB sign on the door.

Do Not Disturb? How Guest Privacy Norms are Changing

Competitive Intelligence, ,

The guest didn’t leave a tip, didn’t say goodbye, and didn’t even want the room cleaned. But they left a glowing review. “So peaceful. No one bothered me. Perfect.” It’s a scenario playing out more often in today’s hotels, where some travelers are no longer looking for cheerful check-ins or chatty staff. Instead, they’re seeking privacy, quiet, and control – sometimes at the expense of traditional service touchpoints. This isn’t a customer service failure. It’s a shift in norms. And smart operat...

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Schiphol, the Netherlands - Januari 5, 2019: Yellow lost and found counter at Amsterdam Airport Schiphol.

From Lost and Found to Loyalty Tool: The Unexpected Guest Recovery Moment

Emotions, Perceptions, Feelings, , ,

There’s nothing glamorous about a sock left behind in a hotel drawer or a forgotten phone charger tangled in the sheets. However, for a growing number of hospitality teams, the lost-and-found process is becoming more than just an operational afterthought—it’s an opportunity to surprise a guest, make a lasting impression, and win long-term loyalty. Guest recovery is often framed around complaints, such as late check-ins, noisy neighbors, and missed wake-up calls. But the return of a lost item, es...

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A customer scanning a qr code with his cell phone in a bar or restaurant to read the menu. The hospitality industry and new technologies.

QR Code Menus Drive Older Guests Away — Here’s What to Do About It

Best and Worst Practices, ,

They were supposed to streamline service. However, for many older guests, QR code menus are still a source of stress rather than simplicity. Originally adopted as a pandemic workaround, QR codes quickly became a default service feature. They save on printing costs, reduce contact, and enable restaurants to update their menus in real-time. However, that efficiency can come at the expense of accessibility, especially for older diners who either struggle to scan the codes or prefer not to navigate ...

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storm on the beach, heavy tropical rain in tourist hotel resort, bad weather.

Extreme Weather is Changing the Check-In Script

Best and Worst Practices,

For years, climate change was viewed as an operational issue – something for engineers or insurance providers to concern themselves with. However, the impact of extreme weather is now being felt at check-in. When heat waves close hiking trails, floods cancel excursions, or wildfire smoke affects air quality, it’s frontline workers – not just general managers – who are left to explain, redirect, and reassure guests. And many are doing so without much formal guidance. Frontline roles in climate re...

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