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“Expanding Hospitality: Creating Exceptional Experiences in Any Industry” I’ve been thinking about how hospitality isn’t just for F&B or hotels anymore. Will Guidara talks about this idea of ‘Unreasonable Hospitality,’ and it’s so more important than ever. His point is that any business—whether it’s finance, healthcare, or even retail—can apply hospitality by focusing on how they make people feel. It’s not just about service; it’s about creating experiences that people remember. In a world that’s becoming increasingly digital and we are becoming more service based, people are craving more connection. We live in a time where we’re more connected online but often feel disconnected in real life. Hospitality is a powerful way to bridge that gap. It’s not just about the transaction—it’s about evoking emotions, both for the customer and for the employee. When we go beyond what’s expected and are engaged in the present moment, we create moments that make people feel truly seen, valued, and cared for. For example, instead of just solving a customer’s problem, imagine going a step further to surprise and delight them—turning a regular interaction into something extraordinary. To do this, though, companies need a cultural shift. It’s about fostering care and connection, where every employee understands the value of hospitality and builds emotional connections with customers. What’s great is this approach doesn’t just benefit customers—it also makes the workplace more fulfilling. When we go above and beyond, we create an environment where everyone feels empowered, valued and inspired. This hospitality idea is more important than ever, especially as customer expectations are rising. People want faster, more personalized experiences. They’re 77% more loyal to brands that make them feel valued, and hospitality is key to achieving that. Plus, with technology like AI and automation making operations more efficient, there’s more room to focus on the human side of hospitality—the kind of moments that truly stand out. Hospitality can also set a brand apart in a competitive market. When we focus on creating memorable experiences, we’re not just building loyalty; we’re also driving revenue. In order for companies and entrepreneurs to succeed this as a critical factor in their growth. And it’s not just about the customer—hospitality starts with us, magenent. If employees feel valued and supported, that energy carries over into every interaction. When we go above and beyond for each other, we create an environment where care and connection become second nature. What’s great is that this mindset can apply to anything we do, whether it’s with customers or within our own team. What do you all think? Could embracing hospitality in this way help us reimagine how we work and interact with others?

The hospitality industry is a complex and dynamic field that requires effective management in order to succeed. Whether you are running a hotel, restaurant, or any other hospitality business, there are several key rules that can help you manage your operations more efficiently and effectively. Here are seven effective management rules to succeed in the hospitality industry. Focus on customer service The hospitality industry is all about customer service. Your customers are the reason for your business, so make sure they are always your top priority. Train your staff to be friendly, helpful, and accommodating to every guest, no matter how demanding or difficult they may be. Embrace technology Technology has revolutionized the hospitality industry, and it is essential for effective management. Invest in software that streamlines operations, such as a point-of-sale system, reservation software, and inventory management tools. Technology can help you manage your business more efficiently and provide a better experience for your customers. Develop a strong team Your staff is the backbone of your hospitality business. Hire people who are passionate about hospitality and are committed to delivering exceptional service. Provide ongoing training and support to help your team improve their skills and knowledge. A strong team can help you deliver consistent and high-quality service to your customers. Stay on top of trends The hospitality industry is constantly evolving, and it is essential to stay up-to-date on the latest trends and developments. Attend industry conferences, read industry publications, and follow influencers and thought leaders in the field. This will help you stay ahead of the curve and provide the best possible experience for your customers Monitor financials closely The hospitality industry is a business, and it is important to manage your finances effectively. Monitor your revenue and expenses closely, and use financial reports to identify areas where you can cut costs or increase revenue. This will help you make informed decisions about your business and ensure that you are maximizing your profitability. Maintain a clean and safe environment Cleanliness and safety are essential in the hospitality industry. Make sure your property is always clean and well-maintained, and take steps to ensure the safety of your guests and staff. This includes regularly inspecting your property for hazards, training your staff on emergency procedures, and providing adequate security measures Be adaptable The hospitality industry is constantly changing, and it is essential to be adaptable. Be prepared to pivot your operations in response to changes in the market, customer preferences, or other factors. This may require you to make changes to your menu, your pricing, your marketing strategy, or other aspects of your business. By being flexible and adaptable, you can stay ahead of the curve and succeed in the hospitality industry.

Hospitality management faces several challenges that can impact its operations, growth, and profitability. Some of the key difficulties include: 1. High Employee Turnover: The hospitality industry often has high employee turnover rates, which can lead to increased recruitment and training costs. Retaining skilled staff is difficult due to the demanding nature of the work, long hours, and lower wages in entry-level positions. 2. Seasonality and Demand Fluctuations: Many hospitality businesses, such as hotels and resorts, experience seasonal variations in demand. Managing cash flow, staffing, and inventory during off-peak times can be challenging. 3. Customer Expectations and Satisfaction: Guests today have high expectations for personalized services, cleanliness, and seamless experiences. Meeting these demands consistently requires continuous investment in training, technology, and quality control. 4. Technological Adaptation: The rapid evolution of technology, including online booking platforms, property management systems, and mobile apps, can be overwhelming. Implementing and maintaining up-to-date systems requires investment and adaptability. 5. Competition: The hospitality industry is highly competitive, with businesses constantly facing pressure from both traditional competitors and new players, such as Airbnb and other short-term rental platforms. Differentiation is key to staying relevant in such a crowded market. 6. Economic and Political Instability: Economic downturns, changes in regulations, or political events like travel restrictions can severely impact travel and tourism, affecting hotel occupancy rates and revenues. 7. Health and Safety Concerns: The COVID-19 pandemic highlighted the importance of health and safety protocols. Maintaining high standards in cleanliness and hygiene remains a priority, but it also brings increased operational costs. 8. Sustainability and Environmental Impact: There is growing pressure on the hospitality industry to adopt sustainable practices, reduce carbon footprints, and minimize waste. This often requires significant investment in eco-friendly technologies and processes. 9. Managing Online Reputation: With the rise of review sites and social media, a business’s reputation can be influenced quickly by customer feedback. Managing negative reviews and maintaining a positive online presence is critical for success. 10. Cultural and Diversity Challenges: Hospitality businesses often serve a diverse range of customers and employ staff from different cultural backgrounds. Managing cultural sensitivities, language barriers, and creating an inclusive environment can be challenging. These difficulties require a strategic approach to management, combining operational efficiency, technology integration, and a focus on both customer and employee satisfaction.

📚 Book Review: Unreasonable Hospitality by Will Guidara 📚 Unreasonable Hospitality by Will Guidara is a thought-provoking exploration of how hospitality, when approached with enthusiasm and intentionality, can transform not only customer service but entire businesses. Guidara illustrates the power of going above and beyond to provide not just good service but unforgettable, emotionally resonant experiences for guests. Key Concepts: 🌟 Unreasonable Acts of Generosity: The core premise of the book revolves around the idea of "unreasonable" hospitality—providing experiences that far exceed expectations. Guidara argues that businesses should embrace a mindset of radical generosity, emphasizing the importance of small, thoughtful touches that can create lasting memories for customers, such as personalized service or unexpected surprises. 💥 Hospitality as a Differentiator: In a competitive industry like hospitality—or any industry for that matter—products and services can easily be replicated, but the way you make people feel cannot. He encourages readers to view hospitality as a core differentiator that sets a business apart. 🌟 Empowerment and Culture: An essential part of delivering unreasonable hospitality is creating a culture where employees feel empowered to go the extra mile. He shares how employees were encouraged to find unique ways to surprise and delight customers, reinforcing the culture of excellence through autonomy and trust. 💥 Service vs. Hospitality: One of the book’s key distinctions is the difference between service and hospitality. Service is about efficiency and delivering what is promised. Hospitality, however, goes deeper—it’s about connecting with people and making them feel valued. In the book, Guidara explains that hospitality should be at the heart of any business, and it applies not just to restaurants but to industries ranging from tech to healthcare. Why It Matters: Unreasonable Hospitality offers valuable lessons for business leaders across industries, not just in hospitality, and underscores the importance of human connection in creating lasting value, highlighting how small acts of kindness or thoughtfulness can elevate a business from good to great. Guidara’s anecdotes provide inspiration for how businesses can adapt these principles of hospitality to their own contexts, whether by empowering employees, focusing on the customer experience, or creating a company culture that thrives on going above and beyond. For anyone looking to inspire a more customer-centric mindset in their organization, Unreasonable Hospitality offers both practical insights and motivational stories that demonstrate the power of intentional, empathetic service. It’s a call to action for leaders to consider how they can make a meaningful impact by turning ordinary transactions into extraordinary experiences. 💡 #229ExecutiveDevelopment #TWH Bill Russell Drex DeFord Meghan Locklair Jairus Williams Holly Russell Kate Gamble

In the dynamic world of hospitality, hotel revenue management stands as a cornerstone for success. Among the myriad strategies employed, the implementation of robust reward and loyalty programs emerges as a pivotal catalyst for both guests and salespersons alike. For guests, these programs serve as a beacon of appreciation, fostering a sense of belonging and exclusivity. By offering perks such as discounted rates, room upgrades, and complimentary amenities, hotels cultivate enduring relationships with their clientele. In turn, loyal guests become brand ambassadors, advocating for the hotel through word-of-mouth and social media, thereby amplifying its visibility and attracting new business. Equally significant is the impact on salespersons. Incentivized by the prospect of commission and bonuses tied to membership enrollment and retention, sales teams are galvanized to promote these programs actively. This proactive approach not only drives revenue through increased bookings but also cultivates a culture of proactive engagement and service excellence, further enhancing the overall guest experience. Beyond loyalty programs, several other factors play a pivotal role in revenue management. Pricing strategies, for instance, leverage market demand and consumer behavior to optimize room rates dynamically, maximizing revenue potential during peak periods while ensuring competitiveness during off-peak seasons. Additionally, leveraging technology through data analytics and revenue management software empowers hotels to make informed decisions, identifying trends and opportunities for revenue optimization in real-time. Moreover, effective inventory management ensures optimal utilization of available resources, preventing revenue leakage due to underutilized assets. This entails strategic allocation of room types and amenities to capitalize on demand fluctuations while minimizing the risk of overbooking or underselling. In conclusion, hotel revenue management encompasses a multifaceted approach, with reward and loyalty programs serving as linchpins for sustained success. By prioritizing guest satisfaction, empowering sales teams, and leveraging technology and strategic pricing, hotels can unlock their revenue potential, forging a path towards profitability and competitive advantage in the ever-evolving hospitality landscape.

In the dynamic world of hospitality, guest service is the cornerstone of our industry. It’s the personal touch, the warm welcome, and the attentive care that transforms a simple stay into an unforgettable experience. However, there is growing concern that the standard of guest service is slipping. With increasing automation and the pressures of a fast-paced environment, are we losing the human connection that defines hospitality? Why Guest Service Matters Guest service is more than just fulfilling requests; it’s about creating lasting impressions. Exceptional service fosters loyalty, encourages positive reviews, and drives repeat business. It’s the difference between a one-time visit and a lifelong guest. In an age where guests have endless choices, outstanding service is what sets us apart. Is the Standard Falling? Recent surveys and guest feedback suggest a decline in service quality across the industry. Factors contributing to this include staff shortages, inadequate training, and an over-reliance on technology. While tech advancements can enhance efficiency, they should not replace the personal interactions that guests value most. How Can We Fix This? 1. Invest in Training: Comprehensive training programs that emphasize the importance of guest service are crucial. Staff should be equipped with the skills to handle diverse situations with grace and professionalism. 2. Empower Employees: Encourage staff to take initiative and make decisions that enhance the guest experience. Empowered employees feel more confident and committed to providing excellent service. 3. Balance Technology with Human Touch: While digital check-ins and AI-driven assistance are convenient, they should complement, not replace, personal interactions. Ensure there’s always a friendly face or a helpful voice available when guests need it. 4. Foster a Positive Work Environment: Happy employees are the backbone of excellent guest service. Create a supportive and rewarding work culture that motivates staff to go above and beyond for guests. 5. Listen and Adapt: Regularly gather and act on guest feedback. Understanding guest needs and expectations allows us to continually refine and improve our service offerings. The essence of hospitality lies in exceptional guest service. By investing in our teams, embracing a balanced approach to technology, and continually listening to our guests, we can ensure that our industry not only meets but exceeds the expectations of today’s discerning travelers. Let’s make Guest Service our top priority and restore the standards that make hospitality truly special. The only thing that sets hotel guest service apart today is the staff.

How to Manage Profitability Ratios of Hotels -------------------------------------------------- Managing the profitability ratios of a hotel is essential for ensuring financial health and sustainable growth. These ratios help assess how effectively a hotel generates profits relative to its revenue, assets, or equity. Here are key steps to manage profitability ratios 01.Focus on Revenue Management - Hotels need to maximize revenue from room bookings, food and beverage, and other services. Implement dynamic pricing strategies that adjust room rates based on demand, seasonality, and market trends. By optimizing occupancy and pricing, hotels can increase their revenue, positively impacting profitability ratios. 02.Control Operating Costs - Efficient cost management is crucial to improving profitability. Monitor and reduce operational expenses, such as staffing, utilities, and supplies, without sacrificing service quality. Regular audits of cost areas can help identify where expenses can be trimmed. 03. Increase Gross Profit Margin - Gross profit margin measures how much profit is left after deducting the direct costs of providing services. Hotels can improve this by negotiating better deals with suppliers, optimizing inventory, and minimizing wastage in areas like food and beverages. 04. Enhance Operational Efficiency - Streamlining operations can help reduce costs and improve profitability. Investing in technology, such as automated booking systems or energy-efficient equipment, can reduce labor and utility expenses, thereby improving net profit margins. 05. Monitor and Adjust Pricing Strategy - Regularly review competitors’ pricing, market conditions, and customer preferences. Hotels that adjust their pricing strategy to stay competitive while ensuring profitability will maintain a healthier gross and net profit margin.

The 12th edition of the Uniform System of Accounts for the Lodging Industry (USALI) introduces several key changes to adapt to the evolving hospitality industry. Here's a summary of the most notable updates: 1. Enhanced Focus on Revenue Management The 12th edition introduces new line items for revenue breakdowns, including detailed segmentation of ‘Ancillary Revenue Streams’, reflecting the growing importance of non-room revenue such as spa, parking, or F&B outlets. 2. Labor and Payroll Costs There is a greater emphasis on 'labor management', including more refined breakdowns of payroll-related expenses and benefits. This aligns with the industry's increased focus on managing labor costs and productivity in a post-pandemic world. 3. Introduction of Sustainability Metrics New metrics and line items related to ‘sustainability and environmental efforts’ are now incorporated, reflecting the rising significance of sustainability in hotel operations. This includes energy usage, waste management, and water consumption. 4. Technology and Digital Costs The edition accounts for the rise of ‘technology-related expenses’ by introducing new categories for digital and IT-related expenditures, recognizing the critical role technology now plays in guest experience and hotel operations. 5. Changes in Financial Reporting and KPIs Modifications in ‘Key Performance Indicators (KPIs)’ and ‘financial statement presentations’ to improve clarity, especially in areas like gross vs. net reporting for certain revenues and expenses. It includes more detailed reporting structures to better reflect the current state of operations. 6. Departmental Changes Updates to various departments, such as the ‘Rooms, Food & Beverage, and Spa Departments’, to reflect modern operational practices. This includes reclassification of certain costs and reallocation of shared services to better capture departmental profitability. 7. Franchise and Management Fees The new edition introduces more detailed guidelines on ‘franchise and management fees’, recognizing their increasing role in hotel operations. The classification now allows for clearer delineation between base fees, incentive fees, and other management contract terms. 8. Standardized Reporting for Mixed-Use Properties As the industry sees more mixed-use developments (e.g., hotels with residential or retail components), the 12th edition includes improved ‘reporting structures for mixed-use properties’ to better capture the complexities of such operations. These changes help to make USALI more adaptable to current industry practices, providing clearer guidance on revenue streams, cost management, and sustainability efforts.

The Vanishing Art of Hospitality: When Service Became Transactional ✨ In an era of digital efficiency and automation, the hospitality industry is silently losing something far more valuable than streamlined processes: the human connection. As someone whose first love was hospitality 💙—a field that once filled me with pride—it hurts to see how much the industry has changed. From being someone guests trusted to enhance their stay to witnessing this transformation from a distance, I still cherish moments when customers insisted on being served only by me. The memory of guests who returned just to experience my service continues to bring me a profound sense of achievement. 🏆 The LAST Philosophy: More Than Just an Acronym 🤝 Years ago, hospitality was about more than just service—it was about connection The LAST philosophy—Listen, Apologize, Solve, and Thank—wasn’t a checkbox but a heartfelt approach. Every guest interaction was an opportunity to create memories, not just resolve complaints. 💬💡 Today, many of these meaningful practices have been replaced by rigid protocols. The warmth that defined the industry has slowly faded, replaced by efficiency-driven processes. Names, Not Just Nameplates 🎖️ I vividly recall when staff didn’t just wear nameplates—they were recognized by name. Guests would arrive expecting to see familiar faces, knowing their preferences, their favorite dishes, or even their ideal table setups. Now, many of these personal touches have been reduced to scripted conversations or interactions mediated by technology, erasing the magic of true guest recognition. The Digital Disconnect 📱➡️🤝 Technology has brought incredible convenience to the hospitality industry—but at what cost? Online check-ins, chatbots, and QR codes have replaced the genuine smiles, personalized greetings, and thoughtful exchanges that defined our interactions. While efficiency has increased, the emotional connection between staff and guests has diminished, leaving the essence of hospitality incomplete. Beyond Transactions: The Real Meaning of Hospitality 🌟 True hospitality was never just about operations or processes; it was about the human moments. 💞 The bellhop who reassures a traveler after a long journey. 🧳 The server who knows a regular’s favorite drink and has it ready before they ask. 🍹 The concierge who designs a one-of-a-kind experience, leaving the guest feeling valued. 🎒 These are the acts of care that make hospitality unforgettable—and irreplaceable. 👉 The personal touch isn’t a luxury—it’s the soul of hospitality. #HospitalityMatters #CustomerExperience #HospitalityLeadership #GuestSatisfaction #EmotionalIntelligence #ServiceWithASmile #DigitalTransformation #HumanConnection #Hotels #Restaurants #TravelAndTourism #HospitalityCareers #HotelRecruitment #F&BLeadership #HospitalityManagement #LuxuryService #HospitalityInnovation #Recruitment #CustomerLoyalty

What are the 7 Ps of hospitality? The 7 Ps of hospitality is a framework used to analyze and understand the key components of the hospitality industry. While there isn't a standardized set of 7 Ps specifically designated for hospitality, the concept is often adapted from the marketing mix model, which traditionally includes Product, Price, Place, Promotion, People, Process, and Physical Evidence. However, in the context of hospitality, these elements can be interpreted and applied as follows: 1. Product: In hospitality, the product refers to the services and experiences offered to guests. This includes accommodations, dining options, recreational activities, spa services, event facilities, and any other amenities provided by the hotel or resort. 2. Price: Price encompasses the cost of staying at the hotel or resort, as well as the pricing of ancillary services and amenities. Pricing strategies in hospitality may include dynamic pricing, seasonal rates, promotional offers, packages, and discounts to attract guests and maximize revenue. 3. Place: Place refers to the location of the hotel or resort and its accessibility to target markets. Factors such as proximity to tourist attractions, transportation hubs, business districts, and natural landscapes influence the appeal and competitiveness of hospitality establishments. 4. Promotion: Promotion involves the marketing and communication strategies used to attract guests and promote the hotel or resort's offerings. This includes advertising, public relations, social media marketing, content marketing, email campaigns, and partnerships with travel agencies or online travel platforms. 5. People: People represent the employees and staff members who interact with guests and deliver hospitality services. Exceptional customer service and guest satisfaction depend on the professionalism, friendliness, competence, and empathy of hotel staff at all levels, including front desk agents, housekeeping staff, concierge, restaurant servers, and management. 6. Process: Process refers to the systems, procedures, and workflows implemented to ensure efficient operations and seamless guest experiences. This includes reservation systems, check-in and check-out procedures, housekeeping protocols, food and beverage service standards, guest feedback mechanisms, and quality control measures. 7. Physical Evidence: Physical evidence encompasses the tangible elements of the hospitality environment that contribute to the overall guest experience. This includes the design, layout, and ambiance of the hotel or resort, as well as the quality of furnishings, décor, amenities, signage, and facilities. Cleanliness, maintenance, and attention to detail are also important aspects of physical evidence that influence guests' perceptions and satisfaction.