A hospitality operations professional argues that hotels over-index on outcome metrics like RevPAR and satisfaction scores, missing earlier signals of operational drift that experienced managers can see but systems cannot.
A front desk supervisor at a 137-room airport hotel uncovers a years-long GM fraud scheme after accidentally receiving a RevPAR diagnostic email, resulting in $700K in losses and a cautionary lesson on daily audit controls.
Eric Jafari, co-founder of Locke and edyn, argues lifestyle hotels have grown complacent and that wellness and AI-driven personalization are key to reviving the segment.
Hotels' built-in features of privacy, anonymity, and rapid turnover make them vulnerable environments for trafficking, and the article argues that leadership and operational systems are the critical line of intervention.
Research shows 65% of customers never hear back after completing a survey, but a hotel case study demonstrates how closing the feedback loop with action and personalized follow-up drives trust and loyalty.
A connected PMS can unify housekeeping, engineering, front desk, and revenue data in real time, enabling hotels to prevent operational failures rather than react to them.
The founder of Brazil's Botanique Hotel Spa describes how eliminating departments, cross-training all staff, and sharing 23% of revenue with employees cut headcount from 110 to 38 and achieved profitability in year two.
The author argues that hospitality's push for seamless integration risks eroding the distinct identities of venues, proposing a principle: integrate what removes friction, preserve what creates meaning.
The author argues that hotel competitiveness in the AI era depends on invisible operational infrastructure, as AI amplifies data inconsistencies rather than hiding them.
Wholesale contracts written for a simpler distribution era can't enforce opaque/package-only clauses across tens of thousands of downstream resellers, making renegotiation the only real protection.
A roundtable discussion prompted by the Travelodge assault case examines how hotels must balance frictionless guest journeys with security, arguing that staff empowerment and ID verification are essential safeguards.
An op-ed argues that genuine guest personalization cannot be standardized, using a viral Moscow hotel story to illustrate why wow moments lose impact the instant they become policy.
United Airlines' Bryan Stoller advocates for a "Reasonable Department" mindset that trains employees to use judgment and empathy when customer situations fall outside standard policies.
Hotels track ADR and RevPAR precisely but have no equivalent instrument for the true operational cost of delivering each stay, leaving labor, coordination, and unplanned effort invisible in the financials.
Hoteliers and venue managers are urged to move beyond diary fullness as a performance metric, tracking utilisation rate, attendee density, RevPASM, and booking pace instead.
An opinion piece arguing that hotels focus too heavily on revenue generation while quietly losing value through unanswered calls, payment discrepancies, utility waste, and outdated content.
A comparison of six team communication apps for hospitality businesses, evaluating mobile usability, security, multi-location support, and onboarding speed, with Zenzap positioned as the top pick.
The author argues that AI should handle back-office tasks to free hotel staff for authentic guest interactions, positioning human connection as the hardest-to-replicate competitive differentiator.
Using a music analogy, Shep Hyken maps five customer journey phases from uncertainty to amazement, arguing consistent experiences turn first-time buyers into loyal fans.
The Sunshine Protection Act, passed by the House in July 2026, would make DST permanent, shifting winter sunrises an hour later and disrupting morning operations, early staffing, and cross-state scheduling for multi-property groups.