Articles of Interest 

April 12, 2025

Are You Still Winging It as a New Hotel General Manager?

Remember your first day as a General Manager? You got the keys, a handshake, and a vague “good luck” and suddenly, everything was on your shoulders. We've all been there: overwhelmed, uncertain, and secretly hoping nobody notices we're just figuring things out as we go.

And let's talk about those reports, while trying to decode your RevPAR as if anyone actually knows what that means. Even if you were promoted about five years before you were ready. And then there are the KPIs, what does that stand for again? “Imaginary Knowledge of Performance?” Sounds legit. Or how about ROI? More like Imaginary Revenue Outcomes, because let's be honest, sometimes those projected returns feel about as real as unicorns, flying pigs, or good cup of coffee in the break room.

But here’s the real question: are you still winging it months later?
Because surviving as a GM isn't the same as thriving. A common pitfall for new hotel leaders is struggling with delegation, holding too tightly to tasks rather than trusting your team. Sound familiar? Great hotel management isn't about constant reaction; it’s about thoughtful planning, clear communication, and intentional leadership.

Winging it may keep your head above water temporarily, but it won't build lasting trust or respect from your team. And let's face it, they deserve better than someone who's constantly improvising.

Pick just one leadership skill to strengthen today. Find a mentor, grab a book, or watch how someone you admire handles tough situations. Trust me, your team is watching, and they'll thank you for it.
hashtag#LeadWithPurpose hashtag#HotelManagement hashtag#LeadershipHumor

April 16, 2025

We’re All About Guest Experience’, So Why Do Hotels Cut Corners on Training?

Ever walked into a hotel and felt like the staff was just as lost as you were? Maybe your check-in took forever because the front desk agent fumbled through the system. Or you asked a server about the menu, and they gave you a blank stare. That’s what happens when training is an afterthought.

Every hotel loves to brag about guest experience. It’s in the mission statement, on the website, in every marketing campaign. “We deliver exceptional service.” “Guests come first.” “Luxury is in the details.” But when budgets get tight, what’s the first thing that gets cut? Training.
It’s a strange contradiction. Hotels will spend thousands on refixing the same broken equipment, marketing campaigns to drive revenue, signature cocktails, and rebranding efforts, but when it comes to investing in the people delivering those experiences, suddenly, there’s no money left.

Service Starts with Preparation
You can’t claim to be all about guest experience if you’re not giving your employees the tools to succeed. A front desk agent thrown into the shift without proper training isn’t going to deliver seamless check-ins. A housekeeper who doesn’t understand brand standards can’t meet expectations. A server who’s never been properly coached on upselling won’t help drive revenue.

And yet, new hires get rushed through a day or two of shadowing, then they’re expected to perform at the level of a seasoned pro. Managers are too busy to train, turnover is too high to keep up, and before long, you’ve got an operation full of underprepared employees just trying to keep their heads above water.

To Cut Training will Cost More in the Long Run
Hotels think they’re saving money by skipping training, but they’re paying for it elsewhere. Untrained employees lead to more mistakes, more guest complaints, and higher turnover. And when service dips, so do your reviews, your reputation, and ultimately, your revenue.

But the hidden costs go deeper. Well-trained employees don’t just prevent problems, they create value. A front desk agent who knows how to upsell can boost revenue per available room. A knowledgeable restaurant server can increase check averages with smart recommendations. Housekeepers trained in efficiency can turn rooms faster without sacrificing quality. Proper training improves efficiency, drives loyalty, and enhances profitability.
If You Want Better Guest Experiences, Invest in Your People

The best guest experiences don’t happen by accident. They happen because employees are prepared, empowered, and confident in their roles. That takes training. That takes investment. And that takes prioritizing people over short-term cost savings. And, if your GM is less prepared…who’s going to train them even if they could?

So if a hotel can afford marble floors, designer uniforms, and fancy lobby renovations but can’t budget for proper training, let’s be honest, the problem isn’t money. It’s priorities. hashtag#TrainForSuccess

April 16, 2025

Are We Training for the Wrong Things in Hospitality?

A guest storms up to the front desk, fuming. Their flight was delayed, their luggage is lost, and their room isn’t ready. The employee, trained to follow protocol, offers a standard apology and a free drink voucher. But the guest is still frustrated, because what they really needed wasn’t just a script. They needed someone who could think on their feet, take ownership of the situation, and make them feel genuinely cared for.

We spend thousands, sometimes tens of thousands, training our teams. We drill them on standard operating procedures, brand standards, and the finer points of how to fold a napkin just right. But here’s the million-dollar question: Are we teaching the wrong things?

Think about it. How often does a guest problem neatly fit into a pre-written manual? Almost never. Hospitality is unpredictable by nature. Guests have unique needs, crises pop up, and no two days are ever the same. Yet, we pour so much energy into teaching employees to follow the rules that we forget to teach them how to bend them when the situation calls for it.

What if we flipped the script? What if training wasn’t just about memorizing SOPs but about learning how to think critically and adapt on the fly? Imagine incorporating real-time role-playing exercises, where employees practice handling unpredictable guest scenarios. Or problem-solving workshops, where teams brainstorm solutions for real-life situations instead of just memorizing policy. What if training focused less on ticking boxes and more on developing creativity, emotional intelligence, and confidence?

Here’s the truth: A well-trained team isn’t one that can recite protocols by heart. It’s one that knows how to handle the unexpected with grace and make every guest feel valued, whether they’re asking for extra towels or dealing with a last-minute emergency.

Maybe it’s time to rethink what hospitality training really means. Are we setting our teams up to thrive, or just teaching them to survive? Because the best hospitality isn’t scripted, it’s human. So, are we training employees to follow the rules, or are we training them to lead? hashtag#HospitalityRedefined