Tag Archives: operations

Online hotel accommodation booking website provide modish reservation system . Travel technology concept .

How Hotels are Managing Ghost Reservations From Bot Attacks

Guest Experience News, ,

When a hotel’s occupancy looks strong for an upcoming weekend but half the bookings vanish by check-in, it’s often chalked up to cancellations or credit card issues. But in a growing number of cases, the real culprit isn’t a flaky guest – it’s a bot. Across the industry, hotels are quietly facing a rise in ghost reservations created by automated scripts. These bot-driven bookings can clog up reservation systems, distort revenue management strategies, and make it harder for legitimate guests to f...

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Hotel administrator. A woman-reception worker accepts an order for booking a room by phone. Profile shot of attractive executives at the reception of a hotel. The concept of service.

How Graveyard Teams Can Create 5-Star Experiences While You Sleep

Concierge,

For most travelers, the overnight hotel shift can feel invisible—until it’s not. A forgotten toothbrush at 2 a.m., a fire alarm that rattles awake the entire floor, or a jet-lagged guest craving coffee and a quiet workspace at 4 a.m. That’s when the night team becomes the face of the brand. While many properties still staff their overnight hours with a skeleton crew focused on auditing and security, a growing number of hotels are rethinking the role of the graveyard shift. For business travelers...

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Unhappy female cafe manager singing documents contract standing behind the counter.

How Independent Restaurants Can Cut Costs as Tariffs Raise Food Prices

Competitive Intelligence, ,

On April 2, 2025, President Donald Trump announced "reciprocal tariffs" on a range of imported goods, sending ripple effects through the restaurant industry. From seafood and produce to packaging materials, the cost of doing business just got more expensive for independent restaurants. The news landed on operators already navigating high labor costs, staffing shortages, and tight margins. While large chains can lean on national contracts and economies of scale, independent restaurants don’t have...

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Las Vegas, NV, USA 1-18-2024: Scenes from PPAI Expo. Many booths line up advertising their promotional products. PPAI Expo is the largest promotional products trade show in North America.

Why you Should get Involved the Local Hotel Association

Guest Experience News, ,

Local, state, and national hotel associations exist to share resources, and they can provide many benefits under the right circumstances. Sometimes, a hotel leader might unknowingly miss out on those benefits even as their competitors enjoy them. At any rate, you want to ensure that you have exhausted every resource to position your business best in the community. That could mean a bi-monthly meeting with other hotel leaders and government personnel. Given how many different sectors of the econo...

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Happy woman and her family enjoying in breakfast while staying at the hotel.

How an Early Start can Improve Guest Satisfaction at Your Hotel

Guest Experience News,

Guest satisfaction is the real meat and potatoes of the hospitality industry, and just about all of the operations that go on in the building have something to do with keeping guests happy. To that end, you, as a hotel leader, should always be thinking about how you can enhance your guests' stays in the hopes that they and their family members return. Maybe you believe reaching out to guests is something you should wait to do until they arrive at your place of business. Others benefit from est...

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The auditor does an audit of the company financial statements late at night.

What to Consider in Hiring a Night Auditor

Competitive Intelligence,

Night auditors aren’t necessarily easy to find, but they are extraordinarily important to the fiscal health of your hotel. Part of the duties of a night auditor include managing front desk operations, per Hotel Tech Report. They also handle a litany of requests during the night, including those that might come from the people who stumble in after regular hours. The Hospitality Financial and Technology Professionals acknowledged that these men and women have access to some of the most important...

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Don’t Default to “No” – How to Keep Service Doors Open

Communication and Messaging, ,

“No, we don’t have that information.” “No, we can’t retrieve your data.” “No, that suite is not available.” No. No. No. With all these “no’s,” it’s easy to wonder if service is starting to shut down. When “no” becomes the easy answer “No” can feel efficient. It allows employees to move on quickly, especially when they are unsure or under pressure. But for the guest, it often feels like a door being slammed shut. And when that happens, the guest may move on as well. The missed opportunity in ever...

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From Last to First – How Service Turnarounds Really Happen

Leadership, ,

Imagine being in last place — 14th out of 14 — for quality, service, and cleanliness. Now imagine reaching No. 1 just five months later. That was the reality for one South Florida hotel team that refused to accept the status quo. Turning a poor ranking into a rallying point Facing poor performance despite a major renovation and prime location, leadership made a decision. The results were unacceptable. With a clear plan and focused effort, the team implemented a series of initiatives that led to ...

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When the Sun Sets, Service Shouldn’t – The Night Shift Challenge

Insights,

It’s late. It’s dark. It’s time for bed. Guests arriving at night are often tired, frustrated, and far from home. Travel delays, long drives, and disrupted plans all add up. Welcome to the night shift. A different kind of guest Late-night guests are not the same as daytime arrivals. They need reassurance, efficiency, and empathy often more than anything else. Yet the question remains: are night teams prepared for that reality, or simply filling a shift? Are these employees trained with the same ...

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When Greatness Slips – The Risk of Taking Service for Granted

Competitive Intelligence, ,

Ever heard the expression, “a legend in his or her own mind?” What happens when great hotels and hospitality brands fall into that same trap becoming legends in their own minds, but less so in the minds of their guests? When reputation replaces reality A hotel may earn awards, build a loyal following, and establish itself as a destination. But what happens when that success leads to complacency? Riding on reputation instead of reinforcing it can slowly erode the very foundation that made the pro...

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