The framework outlines customization, communication, collaboration, consistency, and check-in practices to transform transactional vendor relationships into strategic partnerships that drive repeat business.
The phrase "It's not my department" creates friction, forces customers to repeat themselves, and wastes time, making proper training essential to avoid costly customer defection.
Rising costs and stagnant ADR are forcing hotels to focus on controllable expenses like labor and operations, as margin for error has shrunk significantly.
A hospitality professional shares operational lessons from a disappointing island resort stay, highlighting gaps in service training, maintenance, and guest communication that undermined the property's potential.
The article examines how Harry Selfridge's "customer is always right" philosophy, while revolutionizing service, led to guest exploitation costing hotels $250,000-$500,000 annually and widespread staff abuse.
Sonesta LAX increased average length of stay to 1.7 nights after a $42M renovation by targeting weekend leisure travelers and local guests.
Hotels must prioritize proper maintenance and hygiene protocols for refillable dispensers to overcome guest trust issues and negative perceptions.
The 2026 event in Thailand brings together 600+ brands for hands-on demonstrations of kitchen workflows, housekeeping competitions, and coffee championships.
The author argues that customer service complaints stem from flawed operational systems rather than individual employee performance.
Arctic SnowHotel in Rovaniemi operates just 3.5 months annually but maintains year-round profitability through strategic planning and technology that works in sub-zero temperatures.
The piece argues STRs are opportunistic competitors that can serve as valuable demand indicators rather than existential threats to hotels.
Author advocates tracking metrics on repeat customer service calls, arguing that second calls for the same issue cost more time and money than initial complaints.
Fresh off its grand debut as the flagship resort of Appellation – a visionary, culinary-first hospitality brand founded by Michelin-starred chef Charlie Palmer and luxury hospitality veteran Christopher Hunsberger – Appellation Healdsburg proudly announces its acceptance into Small Luxury Hotels of the World™ (SLH), a curated collection of the world’s most characterful, independently spirited hotels. The partnership marks the first Appellation hotel to join SLH, signaling a major milestone for the brand’s growth and global recognition.
Byron Fiddler of Luxury Family Hotels shares operational strategies including pre-arrival guest contact, integrated childcare, family-inclusive spa access, and specialized dining arrangements.
The author argues that exceptional customer service must be unconditional, delivered consistently regardless of how customers behave or respond.
Author argues that what customers don't mention in feedback can reveal improvement opportunities as effectively as their direct comments.
The article argues that 2026 success requires integrating experience design into operations from the ground up, rather than treating it as an overlay.
The article presents 12 operational practices hospitality businesses should abandon, from over-relying on AI to treating customer service as a cost center.
The author argues hotels must eliminate traditional sales, marketing, and revenue silos in favor of integrated commercial teams led by unified data and strategy.
The protocol enables hotels to maintain operations during system outages through coordinated departmental procedures and offline tools.