Why belonging is the new hotel amenity
The July's founder argues that culture-driven hiring and human connection now matter more than traditional amenities in creating guest loyalty.
Operations & Strategy
Customers Don’t Care About Your Intentions – They Care About Results
Hyken argues that hospitality businesses must translate customer service intentions into specific, measurable behaviors and standards to consistently deliver results.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Rethinking the playbook: how one hotelier cut services, and won profit
Dorchester hotel owner Tudor Hopkins increased operating profits from 8% to 26% by eliminating F&B services and reducing OTA bookings from 60% to 25%.
Enhancing Processes in the Hospitality Sector Through Operational Excellence: A Strategic Framework for Future-Ready Hotels
The framework combines Six Sigma, Lean, and change management methodologies with hospitality examples showing 15-20% cost advantages and 62% reductions in service defects.
By Muhammad B. Al-Rahahlah, Wellness Concierge & Experiences Manager, Jayasom
The Cost of Shorter Tenure
Analysis explores how short GM tenure cycles create operational friction with long-tenured hourly staff, leading to service degradation in luxury hotels.
By Hideki Hayashi, Founder, Pulse Hospitality Group
Designing for Peak Flow: How Event-Themed Wooden Key Cards Support Ski Resort Operations
Ski resorts use custom wooden key cards with event branding to streamline front desk operations during high-volume periods while creating consistent guest touchpoints.
More Hotels, More Problems? Scaling Smarter in Hospitality
The report examines how hotel operators are balancing centralization with property autonomy to scale efficiently amid rising labor costs and staffing challenges.
By Jason Q. Freed, Hospitality Data Evangelist, Otelier
Seven Friction Points Every Business Must Eliminate
Author identifies seven common service barriers that frustrate customers and provides actionable strategies to streamline operations.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Operational Consistency Is the New Standard for Multi-Property Success
The article argues that manual, disconnected hotel operations create communication gaps that hurt guest experience and advocates for centralized digital systems to ensure consistency across portfolios.
By Allison Briggs, Manager, Customer Success, Quore
Boutique Hotels Defined: Unique Experiences & Differences
The $26.7 billion boutique hotel market is projected to reach $40 billion by 2030, driven by travelers seeking authentic, personalized experiences over standardized chain offerings.
By Emma Näpänkangas, M.Sc. Student in Hospitality Management, EHL
The Golden Goal of Guest Experience: Football-Themed Wooden Key Cards
Hotels can use football-themed wooden key cards to create memorable guest interactions during the World Cup, managing 66% demand surge in host cities.
Re-Commissioning Hotel Plant & Equipment
The guide emphasizes taking time during restart processes, verifying performance beyond basic operation, and adjusting maintenance schedules for recently reactivated systems.
By Stewart Kiely, Director of Projects, Asset Management & Estate Development, Cayuga Hospitality Consultants
YOTEL Washington DC Becomes First US Hotel to achieve Autism Speaks Autism Friendly Designation
YOTEL Washington DC trained staff and redesigned rooms with quiet areas and specialized lighting to accommodate neurodiverse guests.
The Customer Service No Excuse Challenge
Hyken argues that customer service staff should replace excuses with solution-focused responses to transform complaints into loyalty-building opportunities.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
How Hotel Cost Controls Will Change in 2026
Hotels facing flat RevPAR growth and rising costs must implement AI-driven systems and automation to preserve margins while maintaining service quality.
By Nasir Zahir, Founder and President, NZ Hospitality
Take a Playful Stroll Through Your Hotel's New Era
Five transformational forces - experience design, sustainability, personalization, automation, and event-driven revenue - are reshaping hotel operations and guest expectations.
By Bonnie Knutson, Professor in The School of Hospitality Business in the Broad College of Business, Michigan State
The Hidden Tax on Hospitality
Industry commentary argues hotels lose revenue through operational friction, poor content, and system gaps that compound into margin pressure.
Newport Hospitality Group Hotels Earn Top Brand Honors Across Hyatt, Wyndham and Choice Portfolios
Newport's hotels won top awards from Hyatt, Choice, and Wyndham, with some properties earning recognition for 8-10 consecutive years.
Politics Created the TSA Crisis—Congress Can Fix It Through Reconciliation
U.S. Travel Association calls for three-year TSA officer funding through reconciliation to prevent recurring airport staffing crises and passenger delays.
Preparing for the World Cup Means Rethinking Demand, Not Just Scaling It
Luis-Rene Sanchez of Aimbridge LATAM warns Mexico hotels must prepare pricing, operations, and talent strategies now, not during the 2026 World Cup event.