A travel brand is an entity that makes a promise to guests about the experience they will have during their stay at a hotel, and the proof that is delivered at every touchpoint. It covers everything about your hotel, from the look of your logo and the tone of your emails to the accuracy of your rates online. 

Consider a mid-scale hotel group that markets itself as “easy business travel”. Its photos show practical workspaces, reviews mention fast Wi-Fi and the booking engine highlights flexible check-in. Those details back up the promise and set the property apart from the sea of generic listings on OTAs.

For multi-property operators, consistency is vital. Guests should get that same reliable Wi-Fi and flexible service whether they stay in Sydney or Singapore. Technology that syncs rates, availability and content across channels keeps the story straight and avoids brand-damaging surprises.

In this blog, we will break down the steps to build and scale a travel brand that wins bookings and loyalty.

Why do hotels need a strong travel brand?

The importance of a travel brand comes down to providing a clear, consistent, answer to guests about your offering that cuts through the noise. With this you’ll see a number of benefits:

• A recognised brand lifts revenue: When travellers trust what they will get, they book earlier, choose higher-value rooms and are less tempted by last-minute discounts. Strong brands also earn repeat stays, turning one-off guests into loyal advocates who do your marketing for you.
• Brand clarity saves money: With one look and feel across your website, OTAs and confirmation emails, you spend less time fixing mismatched photos, outdated rate descriptions or review complaints that stem from mixed messages.
• A defined brand attracts the right staff and partners: People want to work with hotels that live their values, whether that is low-impact luxury or fast, fuss-free business stays. When your promise is crystal-clear, recruitment and collaborations become far simpler.

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How did luxury travel brands become successful?

Luxury hotels don’t win loyalty on marble lobbies alone. Three patterns stand out:

1. Crystal-clear positioning: Each brand owns a specific idea: urban tranquillity, barefoot island escapes or business-ready elegance. Guests know exactly what they’re paying for, and staff know how to deliver it.
2. Relentless consistency: Room layouts, staff training and digital touchpoints all follow one playbook, so travellers feel at home whether they arrive in Dubai or Dublin.
3. Local flair on a global frame: The best brands weave local art, food and stories into a standard guest journey. This balance of familiarity and discovery keeps experiences fresh without diluting identity.

How to be the best travel brand: A step-by-step guide

First we should consider a few key stats:

• 35% of people discover new travel destinations on Instagram so having a strong brand can get you on that list.
• 79% of consumers say that personalised service from a travel brand is more important, which is one of the ways of becoming the best travel brand
• 70% of travellers in 2024 prefer sustainable holidays and travel options which is common in the list of being the best travel brand

A strong brand is the result of clear choices repeated consistently. The five steps below walk you through defining your promise, packaging it in a memorable identity and keeping every touchpoint, from website to key card, in sync so guests recognise and trust you wherever they book.

1. Identify your niche/audience

Pin down who you serve and what they need most. Families on school holidays want simple room configurations and clear value, while digital nomads crave fast Wi-Fi and flexible stays. Once you’ve named the group, list the non-negotiables that make them book again and again.

2. Develop your brand identity

Choose a brand promise guests can repeat in one line, then anchor it in concrete details. If your story is “coastal calm”, let sea-toned photography, uncluttered layouts and soothing copy carry that mood across every page. Keep the colour palette short and the voice guidelines even shorter so staff and partners can apply them without lengthy style checks.

3. Build brand consistency

Consistency is your brand’s safety net. Use the same tone, imagery and rate descriptions on your website, OTAs, social feeds and confirmation emails. Schedule weekly checks on live pages to catch stray fonts or old offers before guests do. A channel manager and content manager working together keep prices and copy in sync, saving your team from those “why is this different?” calls at reception.

4. Partner with locals

Show you’re plugged into the neighbourhood rather than parachuted in. Feature one or two nearby businesses that reflect your promise, such as an independent roastery for coffee-loving guests or a bike-hire shop for eco-minded explorers. Packages and joint social posts bring both audiences under your roof without a big ad spend.

5. Monitor your brand

Set up alerts for brand mentions and review scores, then track them alongside occupancy and ADR. Spikes in negative sentiment often point to a broken promise, for example, slow check-in, patchy Wi-Fi or housekeeping delays. Fix the root cause, tweak the messaging if needed and let guests see the change in action.

“With SiteMinder’s platform, we can reach more points of sale and boost our presence in key markets. We are more efficient and we can now reach more locations while taking the same steps.”

Javier Aranda,

E-commerce Senior Manager

Palladium Hotel Group

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How do you measure the success of your travel brand?

A few points that demonstrate the importance of having a strong brand presence:

• Hotel websites generated about 60% more revenue per booking than OTA sources in 2024, so tracking direct-booking share is one of the fastest ways to grow profit.
• A one-point rise in a hotel’s online reputation score drives an 5 – 9 % RevPAR increase, which means real-time review and sentiment monitoring isn’t optional.
• Repeat guests spend roughly 67% more per stay than first-time visitors, making repeat-stay rate and lifetime value critical barometers of brand health.

To measure the success of your travel brand you need to pair the right metrics with purpose-built tools. Do this and you’ll spot wins, close gaps, and prove return on investment.

1. Direct booking share

Use SiteMinder’s performance dashboard to watch how many bookings come straight through your website versus OTAs. Add Google Analytics data to see which pages and campaigns drive those conversions.

2. Repeat-stay rate and guest lifetime value

Pull reservation history from your property management system and overlay it with Revinate or similar CRM software. These platforms flag repeat guests and calculate what they spend across multiple stays.

3. Average daily rate (ADR) uplift

Compare your ADR to the local competitive set in SiteMinder Insights, then sanity-check against market data in OTA Insight. A steady premium shows travellers value your promise.

4. Review sentiment and Net Promoter Score (NPS)

Feed TripAdvisor, Google and OTA reviews into ReviewPro. The tool scores sentiment, highlights common pain points and links feedback to specific stays so you can fix issues quickly.

5. Brand awareness and search demand

Track branded keyword volume in Google Search Console and monitor social mentions with Brandwatch or similar listening software. Growth here proves more travellers know you by name.

Bring these numbers into one shared dashboard, so marketing, revenue and operations work from the same playbook. Celebrate quick wins, fix weak spots early and refine campaigns before results slip.

Key takeaways

• Track the numbers that feed profit such as direct booking share, repeat-stay value, ADR premium and branded search demand.
• Rely on purpose-built tools like SiteMinder Insights, Revinate and ReviewPro to turn live data into clear actions.
• Pull every metric into one shared dashboard so revenue, marketing and operations move in sync and fix issues fast.

Maximise direct bookings from your website

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FAQs About Travel Brand

Which IHG brand was the first luxury hotel travel brand?

InterContinental Hotels & Resorts launched in 1946. It was created by Pan Am founder Juan Trippe to serve emerging business routes in Latin America. From the start, InterContinental paired global service standards with local culture, and it’s a blueprint many modern brands still follow.

What is the best luxury hotel brand for business travel

Four Seasons ranks high with corporate travellers because it builds work-friendly features into the luxury experience: fast, free Wi-Fi, tech-ready meeting rooms, flexible check-in and an always-on concierge. Every touchpoint shows that productivity and comfort can sit side by side.

Understanding what sets hotels and motels apart isn’t just useful trivia. It helps define your property’s value, clarify your brand positioning, and attract the right type of guest. If you’re unsure how your accommodation stacks up or want to highlight why your hotel is worth a little extra, this guide will help.

In this blog, we’ll look at the core differences between hotels and motels to help you position your property clearly in the market.

What’s the difference between a motel and hotel?

While both motels and hotels offer paid lodging, they serve different purposes and types of travellers. The most obvious difference is in the size, structure, and services provided.

Hotels are typically found in cities, near airports, or close to tourist attractions. They are built for comfort and experience, with multiple floors, interior hallways, and a wide range of amenities like restaurants, pools, gyms, and concierge services. Guests usually enter their rooms from inside the building, and the atmosphere caters to both leisure and business travellers.

Motels, on the other hand, are usually located along highways or on the outskirts of towns. They focus on convenience for short stays, especially for those on road trips. Most motels are one or two stories tall, with rooms that open directly to the car park. They offer fewer services and are generally more affordable, making them ideal for budget-conscious travellers.

Here’s a quick comparison:

Understanding these distinctions helps clarify how your property compares, and more importantly, how you can stand out.

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Why knowing the difference between hotel and motel matters

For hotel operators, understanding the distinction is fundamental for defining your market position and making smarter operational choices.

Motels often compete on price and convenience. If your property offers more, like high-touch service, better amenities, or a premium location, you need to make that value clear. Otherwise, you risk being lumped into the same category by guests who don’t understand the difference.

Say you run a 40-room property with an onsite restaurant and centralised booking tools. On paper, you’re a hotel. But if your marketing, pricing, or guest experience doesn’t reflect that, potential guests may assume you’re no different from a roadside motel.

Being clear about where your property sits helps you:

• Attract the right travellers;
  
• Price rooms more effectively; and,
  
• Build a stronger, more consistent brand.

It also gives you a benchmark. If motels are your nearby competition, understanding how they operate can show you where to differentiate and where to double down on your strengths.

How marketing changes with hotel vs motel

Your marketing message should match your offering, and that starts with understanding what sets your hotel apart from motels.

Motels tend to lean into affordability and convenience. Their messaging often focuses on easy parking, quick check-ins, and low nightly rates. That works for road trippers and last-minute bookers, but it won’t appeal to travellers looking for comfort, quality, good room sizes, or a memorable stay.

Hotels have more room to build a brand. If you offer premium bedding, on-site dining, or centralised booking tools, make that front and centre in your marketing. These are not just features; they are signals that your property delivers a different experience. And when communicated well, they justify a higher price.

For example, a motel might advertise “Clean rooms right off the highway.” A hotel could promote “Spacious rooms with city views and room service available.” Both appeal to different audiences, but one clearly speaks to a more experience-driven guest.

Think of your marketing as a mirror. If you don’t reflect on what makes your hotel unique, guests may not see a reason to book with you, instead of the cheaper option down the road.

How can hotels differentiate themselves from motels

If motels are competing on price and convenience, your edge as a hotel lies in offering something more. Here are a few strategic areas where hotels can create clear separation and attract higher-value guests.

Enhance amenities

Guests are willing to pay more when they feel like they are getting more. While motels usually offer the basics, like a bed, a bathroom, and a TV, hotels can elevate the experience with extras. That might mean a well-equipped gym, a relaxing pool area, or simple comforts like high-quality linens and coffee in the lobby.

In-room amenities matter. Travellers rate air conditioning and power outlets near the bed as two of the most desired room features. Meanwhile, business travellers also have high expectations. Up to 69% say they would book directly through a hotel’s website or app if free Wi-Fi is guaranteed.

Target specific travellers

Motels serve a wide, transient audience. Hotels have the opportunity to focus. Whether your sweet spot is business travellers, families, or long weekenders, your offering and marketing can be shaped around what that audience values most.

Strong brand identity

A clear, consistent brand helps you rise above the noise. That includes your visual identity, your tone of voice, and the kind of experience guests can expect at any of your properties. It makes your hotel feel more established, more trustworthy, and more worth the booking.

If you run multiple locations, consistency is key. A guest should know what they are getting from the moment they land on your website to the moment they check out.

Advanced technology integration

Motels often rely on manual processes and disconnected systems. Hotels can gain a serious edge by using tools that connect everything, like booking engines, channel managers, and dynamic pricing platforms. More than 85% of hoteliers now offer or plan to offer in-room tech such as mobile keys and contactless payments, while 92% of hoteliers report that guests are more open to using contactless technology now than they were before the pandemic.

SiteMinder, for example, helps hotels manage their rates and availability across multiple channels at once. It gives operators more control, reduces manual work, and helps you compete more effectively, even in price-sensitive markets.

“Since we started using it ourselves, we have experienced increased visibility for our hotel. We are grateful for the decision to switch to SiteMinder, as it has provided us with more valuable time to focus on guest satisfaction.”

Benjamas Kitsaengklai,

Assistant General Manager

Ping Nakara Boutique Hotel and Spa

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Tools help hotels compete with motels

Hotels can gain a significant edge by using technology to run leaner, smarter operations. While motels often rely on basic systems or manual processes, hotels have access to tools that unlock far more control over pricing, availability, and guest experience.

That’s where SiteMinder makes the difference.

By connecting your hotel’s property management system with SiteMinder’s platform, you can:

• Automatically update room rates and availability across all booking channels in real time;
• Avoid overbookings and manual errors; and,
• Respond to demand shifts faster with dynamic pricing.

For example, if your PMS shows low occupancy for a weekend, SiteMinder can adjust your rates across connected OTAs instantly, helping you fill rooms without lifting a finger. When motels are adjusting prices manually or not at all, this kind of automation keeps you one step ahead.

You can also use integrated guest data to personalise offers, time promotions more strategically, and forecast with better accuracy.

The result? Fewer admin headaches, better margins, and more bookings from the right kind of guests.

Hotel construction refers to the process of designing, planning, financing, and building new hotel properties, or significantly renovating existing ones. It’s a complex undertaking that involves more than just bricks and mortar. From site selection and zoning approval to sourcing contractors and setting up operational systems, every decision can affect how profitable and practical the final property will be.

For hotel owners and operators, particularly those managing a growing portfolio, the construction process also includes mapping out how the new property will meet market demand, deliver a memorable guest experience, and fit into broader business objectives. Whether you’re building a boutique hotel or expanding a midscale chain, the goal is the same: create a space that draws guests in and keeps operations running efficiently from day one.

In this blog, you’ll learn what drives hotel construction costs, how to avoid common project pitfalls, and the steps to building a successful hotel from feasibility studies to post-construction setup.

Why does hotel construction cost so much?

If you’ve ever found yourself wondering why hotel builds often stretch far beyond their initial budgets, you’re not alone. Construction is one of the largest investments a hotel owner can make, and one of the most unpredictable.

A big part of the cost comes down to what type of hotel you’re building. According to HVS’s 2024 survey, a midscale extended-stay hotel averages around $143,000 per room to build, while luxury properties can climb beyond $600,000 per room. These costs cover everything from architecture and permitting to construction materials, FF&E (furniture, fixtures, and equipment), and pre-opening expenses.

But it’s not just the upfront price tag. Construction projects are notoriously prone to overruns. Around 9 out of 10 projects exceed their budget, often by 15% or more, due to inaccurate estimates, delivery delays, or changes mid-build .

For hotel owners working within tight margins, these unexpected costs can delay openings and impact long-term profitability. That’s why understanding where the money goes, and where it’s most likely to blow out, is critical before breaking ground.

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Common challenges in a new hotel construction and how to avoid them

Building a hotel is a balancing act, managing timelines, compliance, budget, and future operations. And when things go wrong, the fallout can be expensive and time-consuming.

One of the most common pitfalls is underestimating the time and complexity involved in securing zoning approvals or building permits. Delays here can stall the entire project before a single brick is laid. In fact, permitting and approval bottlenecks are a key contributor to project delays, which saw a major spike in the hotel sector during the pandemic. At one point, the number of delayed hotel rooms under construction jumped by over a third year-on-year.

Budget creep is another major issue. Many projects go over budget due to estimating errors or unexpected on-site issues. Misjudging site conditions, failing to account for price volatility in materials, or rushing through the contractor selection process can all derail your plans. You may also run into complications if you haven’t considered local labour availability, weather risks, or supply chain reliability.

Avoiding these challenges starts with better planning, but also with choosing experienced partners who understand the specific risks of hotel builds and can offer a realistic, flexible project plan.

How to set up a successful hotel construction project plan

Hotel construction is about delivering a guest-ready property that aligns with your brand, meets market demand, and runs efficiently from day one. That means thinking well beyond the build itself. Below is a step-by-step guide to setting up a construction plan that works for medium-sized hotel operators juggling budgets, timelines, and future operations.

Planning

Market feasibility study

Before you even pick up the phone to a contractor, run a thorough market feasibility study. This helps you validate whether there’s real demand for a hotel in your proposed location. Look at local travel trends, occupancy rates, competitor performance, and the needs of your target audience. For example, the rise of extended-stay hotels, now accounting for 36% of all hotel projects under construction, suggests a growing demand for flexible, self-contained accommodation in many markets.

Location & zoning

Choosing the right site goes hand-in-hand with understanding zoning restrictions and land use regulations. Some regions may require hotels to have dedicated parking, limit building height, or comply with specific accessibility rules. Engaging with local authorities early can help you anticipate and address potential issues, from environmental assessments to community objections.

Preconstruction

Securing financing

Getting the financial structure right is one of the most critical aspects of the preconstruction phase. Hotel construction loans are harder to come by than they used to be, especially with lenders becoming more cautious. Many U.S. banks reduced hotel loan portfolios in early 2023, making it harder for smaller operators to access capital without strong business cases and collateral.

Explore options like SBA 504 loans, private lending, or partnerships with investors, and factor in contingency reserves of at least 10–15% to cushion against overruns.

Permits & approvals

You’ll need construction permits, health and safety signoffs, and in many cases, environmental clearances. These approvals can take months, and missing paperwork can grind everything to a halt. A project manager experienced in hospitality developments can help you streamline this step and manage submissions across agencies.

Choose hotel construction companies

Look for contractors with specific experience in hotel builds, not just commercial or residential work. They’ll be more familiar with industry nuances like FF&E timelines, guest-facing layouts, and soundproofing requirements. It’s also worth checking if they can deliver a design-build service, which can help reduce coordination issues between architects and builders.

Construction

Adhere to timelines & deadlines

Once the site is prepped and foundations are laid, keeping the build on track is crucial. Delays here can ripple into staffing, marketing, and even brand reputation. Yet many projects run behind due to scheduling conflicts, poor weather planning, or change requests. Make sure your contractor provides regular progress reports, and use project management tools to monitor milestones in real time.

Quality control & inspections

Don’t rely solely on final inspections. Schedule periodic walkthroughs and third-party checks throughout the build. This can help catch construction flaws early, such as substandard waterproofing or misaligned mechanical systems, before they become expensive rework items.

Post construction

Punch list

Your punch list is a final sweep of minor issues like paint touch-ups, faulty light switches, or uneven fittings that need to be addressed before the hotel opens. While it might seem minor, an unchecked punch list can lead to guest complaints and maintenance headaches down the line.

Set up systems & staff

With the building finished, attention turns to operations. This includes installing your property management system (PMS), connecting channel managers, and preparing the booking engine. Tools like SiteMinder can help centralise these systems early, making your go-live process smoother and reducing last-minute surprises.

Certifications

Before welcoming your first guests, you’ll need to finalise health and safety certifications, fire compliance, and in some areas, sustainability or accessibility documentation. Don’t leave this until the last week. Many of these require inspections or third-party approvals, which can take time to secure.

“The system is extremely user-friendly, stable, and simple to understand, as well as has a wide range of capabilities that fully suit the needs of varied tactics. We were able to increase RevPAR by more than 30% by executing yield management on the platform swiftly and accurately.”

Atchara Nakpoom,

Revenue and Reservations Manager

Kirimaya

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Integrate tools to manage the hotel construction process

Most hotel owners think of technology as something you implement after the doors open, but the right tools can make a major difference during construction, too. From project oversight to operational readiness, tech can give you a head start on streamlining how the property will run once guests walk through the door.

Start by considering your future tech stack early in the build. Your property management system (PMS), booking engine, and integrations with OTAs and payment gateways should all be factored into your timelines, especially when coordinating with contractors installing internet infrastructure, front desk setups, or smart room features.

Software like SiteMinder lets you configure your booking engine and distribution strategy while construction is still underway. That means your team can build out rate plans, test connectivity, and be ready to take reservations the moment certifications are cleared.

It also helps with hiring and training. Once your systems are in place, new staff can be onboarded before the hotel opens, using simulated bookings and dashboards to familiarise themselves with workflows.

The more you can embed operational tools into the final phases of construction, the smoother your opening will be and the faster you can start generating revenue.

A hotel commercial strategy is a coordinated business approach that integrates sales, marketing, revenue management and distribution efforts to maximise total hotel revenue. It aims to drive profitability and improve competitiveness in the market for a hotel business.

Rather than operating in silos, a hotel commercial strategy ensures everyone is rowing in the same direction, working collaboratively and productively to drive revenue, enhance profitability and boost the hotel’s competitive edge.

A commercial strategy powers a data-driven mindset, allowing a hotel to respond faster to market trends, more effectively personalise guest experiences, and make smarter pricing and distribution decisions.

This blog will explain in more detail why your business needs a hotel commercial strategy, and offer practical steps on how to successfully create and implement one.

Why should you implement a hotel commercial strategy?

A carefully considered commercial strategy can help a hotel respond to global turbulence, technological advancement, and changes in traveller behaviour. 

Hotel businesses can succeed in this ever-changing landscape by reshaping how they operate. This includes identifying market shifts and crafting hotel strategies to adapt to them. 

Examples of such shifts include:

• Early engagement: Attention spans are getting shorter, so smart hotels are working to capture the interest of potential guests as early as possible using sophisticated, data-driven marketing strategies.
• Personalisation: The modern traveller expects to be catered to with custom communications, deals and offerings that reflect their needs and preferences. Forward-thinking hotels are implementing systems capable of delivering these personalised experiences.
• Booking flexibility: Between COVID and a rise in global conflicts, there’s now a level of uncertainty to travel that simply didn’t exist in the first two decades of this century. Guests are increasingly looking for flexible booking options, and savvy hotels are offering them.
• Seamless digital experiences: Guests now expect to be able to manage every part of their stay, from the moment they book to the moment they check out. Smart hotels are investing in intuitive digital platforms that give customers that power.

There’s no one trend that a hotel must focus on. Market shifts and changes in consumer behaviour are many and varied, and often overlap. That’s what makes a hotel commercial strategy so powerful – it binds all these individual strands into a single, holistic strategy.

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How a hotel commercial strategy can maximise profit & increase efficiency

The ultimate goal of any commercial hotel sales strategy is simple: to generate more revenue and profit. A good strategy does this by lighting a clear path to that growth – one that unifies the entire team around a goal, and describes the steps that need to be taken in order to achieve it.

One common element of a hotel commercial strategy is a focus on direct revenue, which cuts out intermediaries like OTAs that can charge significant commission fees. A more direct relationship with the guest also enhances the experience you can offer them, by giving you the data points you need to personalise and customise every touchpoint.

6 tips for a successful commercial hotel sales strategy

How do you create, implement and optimise a successful hotel commercial strategy? The following guidelines are a great place to start.

1. Leverage data

Hotels are often a collection of very separate teams that only speak to one another when strictly necessary. But this can result in critical information being siloed within each department. The more data you have at your disposal, the more powerful the insights you can gain, so the most successful hotels pool their data resources together, sharing information openly between departments and crunching the numbers to see where risks and opportunities lie.

2. Review your systems

The only way to fully leverage data and run your hotel business efficiently is with the help of smart hotel software. The best systems will take care of the low-value busywork while presenting endless opportunities for automation, allowing you and your team to focus on the high-value stuff, like making every guest experience memorable.

3. Adopt an RMS

A revenue management system (RMS) uses real-time and historic data to power dynamic pricing, where room rates are adjusted based on demand, seasonality and competitor movements. Some RMSs feature forecasting tools that predict future booking trends and optimise your inventory well ahead of time.

4. Visibility on distribution channels

While direct bookings are the best bookings, distribution channels offer you unmatched reach and will likely remain a key source of bookings for your hotel, no matter how much direct business you manage to win. Your hotel commercial strategy should therefore work to enhance your visibility across GDSs, OTAs and metasearch.

5. Upselling and cross-selling

Commercial hotel sales strategies should also consider how to maximise the value of every guest, most notably by identifying opportunities to upsell and cross-sell. Examples include offering package deals, room upgrades and add-on services, both as part of the booking process and when the guest is on-site.

6. Assemble a strategy team

A holistic hotel commercial strategy will combine the disciplines of sales, marketing, distribution and revenue management and span all your departments – every team plays a part in attracting and pleasing guests, after all. A cross-functional commercial strategy team should be assembled to provide voices and perspectives from every part of the business, and avoid potential blind spots or oversights during strategy development.

“SiteMinder’s user-friendly nature is invaluable in optimizing my productivity and overall work experience, making it an indispensable asset to my daily operations. My association with SiteMinder has been nothing short of exceptional, and I am thoroughly content with the current state of the platform.”

Heather Minyard,

Director of Commercial Strategy

Smoky Mountain Resorts

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Using tools in a hotel commercial technology strategy

Once you’ve assembled your strategy team, you need to give them the tools they need to succeed.

Your overarching hotel commercial strategy should be paired with a hotel commercial technology strategy, as smart tools will play a key role in any worthwhile effort to enhance your business.

A platform like SiteMinder, for example, is designed to provide deep levels of business intelligence powered by real-time data, and which can automate any number of operational tasks to free your team from the shackles of low value busywork.

SiteMinder can help you to capitalise on data like never before, by placing information and  insights drawn from every department into a single platform. As you begin to implement your hotel commercial strategy, these smart insights can create a feedback loop that informs your strategic decision making, optimising your efforts over time.

Hotel laws are the rules and regulations that hotel operators and staff must follow to ensure legal compliance, protect guests’ rights and maintain safety and service standards.

Hotel laws and regulations can vary significantly between countries, states, and even local jurisdictions: for example, hotel laws and regulations in Florida can be very different to California hotel laws.

This blog will take a closer look at hotel rules and regulations to help you understand your legal obligations as a hotel business.

Why are hotel laws and regulations important to follow?

Complying with hotel laws and regulations is critical to protecting the safety, rights and wellbeing of both guests and staff. A benefit of compliance is ensuring your hotel business maintains high standards of cleanliness, security and service.

Following hotel laws to the letter also protects the hotel – it shields you from the legal and financial consequences of non-compliance, while also helping you to build trust with your guests.

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Hotel laws in different states

While there are hotel rules and regulations that cover the whole of the US, much of the regulatory work is left to the states. Let’s take a look at how three of the largest states in the US differ in terms of hotel laws.

Hotel laws in Texas

Texas hotel laws prioritise property rights, public safety and consumer transparency. Hotels are subject to fire code compliance, health inspections and zoning regulations governed by local jurisdictions. The state also enforces laws on room tax collection and the clear display of rates.

In terms of hotel eviction laws, Texas hotels can typically evict guests without formal legal proceedings, but if a guest has established residency – whether through an extended stay or by receiving mail at the hotel – they could be considered a tenant, which would necessitate more formal eviction procedures.

Hotel laws in Florida

Florida hotel laws place strong emphasis on public health and safety. Hotels must comply with sanitation standards set by the Department of Business and Professional Regulation (DBPR), including regular inspections of water quality, food services and pest control (particularly important in such a hot and humid state).

Florida also has strict rules around disaster preparedness, especially for hurricane-prone areas. Accessibility, fire safety and clear guest pricing are all closely monitored, and hotels must display their lodging license publicly at the property.

Hotel laws in California

California hotel regulations are amongst the strictest in the US, especially when it comes to employee rights and sustainability. Hotels must comply with state labour laws like daily housekeeping rules, fair scheduling and even human trafficking awareness training. 

Environmental compliance is also key – many cities require hotels to implement recycling, energy efficiency and water conservation programs. Hotels must clearly disclose resort fees and can face heavy fines for misleading pricing or advertising. Local ordinances can add additional layers of regulation.

Hotel laws and regulations to stay compliant on

What sort of laws do hotel businesses need to be aware of? Examples include:

Hotel refund laws

While some states have mandatory refund rules for specific situations, your stated cancellation policy will generally take precedence. As such, you should clearly state your refund terms in booking confirmations, and always provide refunds for major service failures.

Hotel privacy laws

With data privacy becoming an increasingly prevalent issue across the globe, your hotel should collect only the most necessary information and secure it properly. No matter where you operate, it’s wise to comply with world-leading privacy laws like Europe’s GDPR.

Hotel eviction laws

Just like residential landlords, hotels must follow specific legal procedures when removing guests. Eviction laws vary state by state, but a hotel will generally need a valid reason, such as non-payment, disruptive behaviour, or overstaying to evict a guest. Clear documentation of any incidents is key to avoiding any legal trouble.

Hotel security camera laws 

Hotels can only place cameras in common/public areas – no surveillance can be carried out in private spaces (e.g. rooms and bathrooms). In Texas and other states, hotels must post signage that indicates the presence of security cameras, including the name and contact information of the entity responsible for those cameras.

Hotel room temperature regulations

Certain US states have regulations relating to hotel room temperatures that focus on both energy efficiency and guest comfort and safety.​ California’s Title 24 energy code, for example, requires hotels to have in-room thermostats that offer both Fahrenheit and Celsius readings. Unoccupied rooms can’t be heated lower than 60°F or cooled higher than 80°F.

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Abbey Hotel Roscommon

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Hotel rules and regulations checklist to use 

A hotel regulation checklist is a handy way to ensure your hotel is fully compliant, to reduce risk, maintain high standards and create a safer, more professional environment for your guests and staff. While the specifics of your checklist will depend on local laws, it should cover:

• Health and safety: Follow OSHA guidelines and maintain clean, hazard-free facilities.
• Fire and emergency: Install smoke detectors, fire extinguishers and visible exit signs.
• Accessibility (ADA): Ensure facilities are accessible to guests with disabilities.
• Licensing and permits: Keep business, food, alcohol and occupancy licences up to date.
• Guest rights and evictions: Handle removals lawfully and document incidents properly.

Technology can be your friend when it comes to ensuring compliance in your hotel. Case in point: SiteMinder, the world’s largest open hotel commerce platform.

Hotel cyber security regulations

One set of regulations that can be a little more borderless than those listed above – particularly for hotels that host international visitors – are the ones relating to hotel cyber security. European guests, for example, will have high expectations in terms of data privacy, driven by their continent’s leadership in the space, namely with its GDPR legislation.

Hotels should therefore work to meet and ideally exceed those expectations, implementing world-leading data privacy and cyber security technologies that give guests total confidence.

Hotel equipment is the tools, appliances, systems, and furnishings that support a hotel’s daily operations and service delivery. 

Think about the gear that powers your property: ovens and refrigeration in the kitchen, trolleys and vacuums in housekeeping, or the in-room items that make a guest’s stay comfortable: minibars, safes, hairdryers. Each item serves a specific purpose, helping your staff work efficiently and your guests feel cared for.

A boutique B&B may prioritise high-quality coffee machines and chic furnishings, while a large resort might invest heavily in laundry systems and banquet service tools. Either way, the right equipment helps maintain smooth operations and reduce maintenance headaches.

In this blog, we’ll explore the essential equipment for each department, how to choose the right supplier, and how smart investments can improve both efficiency and guest satisfaction.

Why invest in high-quality hotel equipment

Outdated or poorly maintained equipment doesn’t just slow down operations. It increases running costs and quietly erodes the guest experience.

Take your HVAC system, for example. In many hotels, heating and cooling account for up to 50% of total energy use, often because systems are outdated or inefficient. That kind of energy drain shows up month after month in your utility bills.

There’s guest satisfaction too. Dated equipment that breaks down or needs constant repair impacts satisfaction scores. According to a 2022 report, guest satisfaction dropped by eight points year over year, with deferred maintenance cited as a contributing factor.

The cost savings from high-quality, efficient equipment aren’t just theoretical. Some hotels have cut energy costs by up to 30% through smarter equipment upgrades and maintenance programs.

In short, investing in the right equipment means:

• Lower energy and maintenance costs
  
• Fewer disruptions for staff
  
• A smoother, more enjoyable stay for guests

Over time, that translates to stronger reviews, better operational control, and a healthier bottom line.

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How to choose the right equipment for your hotel

Finding reliable hotel equipment suppliers isn’t just a box to tick. A good supplier becomes a long-term partner, not just a one-off vendor.

Before buying, make sure your hotel has covered all the basics, from everyday hotel products to specialised items from hotel equipment manufacturers. It helps to keep a clear hotel equipment list for each department, so nothing slips through the cracks during procurement.

When narrowing down your options, here are a few things to consider:

• Budget: Think total cost of ownership, not just purchase price. Will this item cost more to run, repair, or replace?
  
• Space and layout: Is there room for this equipment to function properly and safely? Oversized gear in a tight kitchen or cramped housekeeping area causes more problems than it solves.
  
• Energy and water efficiency: Look for ratings and certifications that point to long-term savings on utilities.
  
• Safety compliance: Equipment should meet all local codes and health regulations to protect guests, staff, and your business.
  
• Usability: Choose equipment your team can use efficiently. Complicated tech with a steep learning curve could slow things down.
  
• Service and warranty support: A strong warranty and accessible service team can save time and frustration when things go wrong.

You should also learn what to look for in a supplier and where to find them. Industry trade shows, hospitality associations, and peer recommendations can help you discover vetted suppliers with experience in your segment of the market.

List of equipment needed for a hotel

Equipping your hotel with the right tools is essential for delivering exceptional service and ensuring efficient operations. Each department has unique requirements, and selecting appropriate equipment can significantly impact your hotel’s performance and guest satisfaction. Below, we explore the essential equipment for various areas, starting with the kitchen.

Hotel kitchen equipment

Your kitchen is one of the hardest-working parts of your hotel. The right equipment here can reduce energy use, cut costs, and help your team deliver consistently high standards.

Smart ovens with AI temperature control make it easier to avoid overcooked or undercooked meals by adjusting the heat in real time. Induction cook tops heat quickly and use far less energy than gas alternatives. And newer commercial dishwashers clean thoroughly while using up to 40% less water and power, especially if they’re ENERGY STAR certified.

At Burnham Beeches Hotel, for example, switching to more efficient kitchen systems led to a 33% reduction in energy consumption.

Hotel restaurant equipment

Service speed, sustainability, and smart systems can all improve how your restaurant operates.

AI-powered food prep stations now support everything from slicing to plating. This frees up staff to focus on quality and presentation while reducing waste. More hotels are also switching to eco-friendly tableware made from bamboo or recycled materials. Guests are starting to expect this kind of sustainable thinking.

Contactless POS systems have become essential. They help staff move quickly through orders and connect to inventory and reporting tools behind the scenes. This means faster payments, fewer errors, and a smoother guest experience.

Hotel room equipment list

Your guest rooms are where impressions are made. Comfort, convenience, and a sense of modernity all depend on having the right tools in place.

Smart thermostats and automated lighting give guests better control over their room while helping you reduce power use. Mobile key systems and digital concierge tablets make it easy for guests to check in, unlock their door, or order room service without waiting at reception. Investing in high-quality mattresses, pillows, and ergonomic furniture sends a clear message that you care about their stay from start to finish.

Hotel service equipment

The departments that operate behind the scenes keep everything running smoothly. Their equipment should make the job easier, not harder.

Automated laundry systems can dramatically reduce water, energy, and labour costs. The Apple Farm Inn, for example, saved nearly 40% in annual laundry-related costs after switching to an ozone-based setup.

Cleaning robots can cover high-traffic areas like lobbies and elevators, maintaining hygiene standards while easing the load on staff. And with smart inventory tracking for housekeeping supplies, you’ll spend less time chasing stock and more time focusing on the guest experience.

Travel packages bundle together multiple elements of a trip into one simple offer. Instead of guests booking accommodation, activities and extras separately, a travel package wraps them into a single, appealing price.

For hotels, this usually means combining your rooms with value-adding experiences, like airport transfers, dining, spa treatments, tours or tickets to local attractions. Done right, travel packages can turn your property from just a place to sleep in, into the actual centrepiece of a guest’s trip.

For example, a city hotel might offer a “weekend culture package” that includes a two-night stay, breakfast and museum passes. A coastal resort could sell “romance retreats” with a suite, sunset cruise and late checkout. These are far more than discounts. They create experiences guests want to buy into.

In this blog, we will explore why travel packages work, share inspiring examples and show you how to create offers that guests can’t resist.

Why travel packages work

By bundling accommodation with extras like tours, meals or wellness activities, you create offers that feel complete. Guests do not need to worry about organising the details since the travel package covers the entire itinerary, incentivising them to book these offers instead of standard room accommodation. 

Packages also help fill rooms during slower periods. When demand dips, a compelling offer can be the push travellers need. For example, adding spa treatments or local experiences to a midweek stay can encourage bookings outside of peak times.

Direct bookings are another big win. Guests who book directly through your website often spend more than those who use online travel agents. In fact, in 2024, the average booking value through hotel websites was $519, compared to $320 through Online Travel Agencies (OTAs). Travel packages give guests a reason to choose your site, helping you build stronger customer relationships and avoid commission fees.

Finally, packages allow you to target specific traveller types. A family offer with discounted kids’ meals and tickets to local attractions speaks directly to parents. A business package with meeting space and breakfast appeals to corporate guests. The more tailored your packages, the more likely they are to convert.

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Travel package examples in different countries

Looking for ideas? Travel packages are shaped by the experiences guests already want, and what better way to understand what they want than by the most significant choice they’ve already made: the country they’re visiting. Here are examples from popular destinations to help you think about how your hotel could create offers that make booking simple and appealing.

Japan travel packages

The Golden Route is one of Japan’s most popular travel paths, but organising each stop can be overwhelming for visitors. A package covering 3 days in Tokyo for food, shopping and museums, 2 days in Kyoto’s temples and gardens, a day in Nara visiting shrines and deer parks, and time in Osaka for its markets and nightlife makes the whole journey much easier. Partnering with tour operators helps hotels offer this as a ready-to-book itinerary for guests who want the highlights without the hassle.

Iceland travel packages

In Iceland, many travellers come for natural wonders. A 5-day winter package can offer hotel stays along with guided northern lights tours, spa visits and day trips to waterfalls and glaciers. These types of offers are especially helpful during quieter seasons when visitors want everything arranged ahead of time.

Italy travel packages

In Italy, food and wine often take centre stage. A Tuscan package might pair four nights at a countryside hotel with vineyard visits, cooking lessons and transfers to nearby villages. Guests looking for slower, more immersive experiences appreciate having everything organised so they can focus on enjoying their trip.

Greece travel packages

Island hopping is popular in Greece, but it often takes a lot of planning. A Cyclades package can take care of the details. Guests stay across Santorini, Paros and Mykonos with ferry tickets, hotel bookings and guided tours all arranged ahead of time. This saves them the trouble of managing separate reservations and lets them focus on enjoying each island.

Hawaii travel packages

Hawaii offers the chance to combine adventure and relaxation. A Maui getaway might feature five nights at a resort, car hire, surf lessons, a sunset luau and discounted spa treatments. These packages help guests make the most of their time by wrapping local experiences into one easy option.

How to set up hotel travel packages

Once you understand the value of travel packages, the next step is creating offers that fit your property and guests. It doesn’t need to be complicated. With the right approach, you can turn your rooms and services into packages that drive more bookings and revenue.

1. Identify hotel features and services

Start with what you already have. Look at your rooms, facilities and services. Do you offer breakfast, spa treatments or airport transfers? These can all be part of a package. Think about which amenities go well together and what adds value for your guests.

2. Partner with local attractions

You don’t have to do it all alone. Work with nearby businesses or tour operators to offer experiences outside your hotel. Museum tickets, guided tours, local restaurants or outdoor activities can help make your packages more appealing. These partnerships often benefit both sides, giving you new ways to reach guests and giving local businesses more visitors.

3. Pre-planned itinerary

Guests like convenience. Pre-planned itineraries remove the need for them to figure everything out themselves. Whether it’s a weekend of dining and sightseeing or a week of cultural activities, think about how to structure your package to cover key needs, like meals, transport and activities.

4. Set pricing 

Your packages should offer good value, but they don’t need to be heavily discounted. Focus on convenience and experience. Use your booking and revenue management tools to price packages based on demand. This helps you stay competitive while protecting your margins.

5. Promote your travel package

Creating a package is only part of the job. Make sure it’s visible where guests are searching. Promote packages on your website, through email marketing and on your social media channels. Consider listing them on OTAs if you want to reach a wider audience.

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Javier Aranda,

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Palladium Hotel Group

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Tools to manage travel flight and hotel packages

Once your travel packages are ready, the next step is managing them across different channels and properties. This is where the right technology makes all the difference. Without it, updating prices, availability and inclusions for each offer can quickly become complicated and time-consuming.

With SiteMinder, this process becomes much simpler.

The booking engine lets you display travel packages directly on your hotel’s website, so guests can book easily without needing to call or email. You can showcase different offers for various guest types, seasons or events, and make them available 24/7.

If you want to sell packages across multiple platforms, our channel manager has you covered. This tool connects your packages to online travel agents and other booking channels, keeping pricing and availability up to date everywhere in real time. No more manual updates or worrying about double bookings.

If you’re running more than one property, everything can be managed in one place. SiteMinder’s centralised platform gives you full control over your packages across all locations. You can roll out offers to selected properties, adjust them based on local demand and ensure consistency in how they’re presented.

By using the right tools, you’ll spend less time handling admin and more time creating offers that attract bookings. From your own website to global booking sites, SiteMinder helps make sure your packages reach customers who are ready to buy.

Customer relationship management (CRM) is both a strategy and a set of tools that helps you manage and improve guest relationships. 

Some hoteliers think of a CRM as a marketing add-on. In reality, it’s a core part of running a modern operation. A CRM helps bring together all guest interactions, no matter where they happen. Whether someone books through an OTA, contacts you directly, or shows up unannounced, a CRM gives your team the context they need to deliver a smooth experience.

A CRM works by collecting the data your guests leave behind and helping your team use it in smarter ways. Booking history, pre-arrival requests, in-stay preferences, and post-stay feedback can all feed into a single profile. This allows you to tailor communications, surprise guests with personalised touches, and stay connected long after check-out.

In the hotel world, CRMs are less about sales pipelines and more about creating memorable stays, improving efficiency, and building loyalty over time.

In this blog, we’ll show you why a CRM matters, how you can effectively implement one in your hotel business, and a few great options that have helped hotel managers and owners like you succeed in an increasingly competitive landscape.

Why customer relationship management in a hotel is important

Guest expectations are higher than ever, but the tools many hotels rely on haven’t kept up. When booking information lives in one system, guest preferences in another, and follow-up notes in someone’s inbox, the result is a disjointed experience – for both your guests and your team.

Your team misses an upsell. A returning guest gets the wrong room. Another request falls through the cracks. These are signs of a system that isn’t working hard enough for your business.

A CRM helps connect the dots. By centralising guest information and automating key touchpoints, it gives your team the confidence to personalise each stay, follow up consistently, and make smarter use of the data you’re already collecting. 

And it delivers real results. Hotels using targeted CRM strategies have seen an average 23% increase in repeat bookings. That kind of loyalty means long-term revenue growth. Yet CRM adoption across the industry is still low. Only 21% of hotels, covering about a third of all rooms globally, currently use a CRM. 

That gap creates a clear opportunity for forward-thinking hotels to stand out.

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Benefits of having a customer relationship management system

Each interaction gives you a choice: make it meaningful or let it pass unnoticed. From the moment they book to the day they check out, guests are sharing valuable information about their preferences, habits, and expectations. Without a system to capture and act on that data, opportunities slip away.

A good CRM gives your team the clarity and time to focus on the experience. Instead of bouncing between inboxes and spreadsheets, staff can access up-to-date guest profiles, automate repetitive tasks, and deliver more consistent service. Research shows that increasing customer retention by just 5% can boost profits by as much as 95%. 

For hotels competing on loyalty and repeat bookings, that shift has real impact.

Enhanced communications

Instead of writing the same emails over and over, your team can use templates and triggers to automate confirmations, reminders, and follow-ups. Messages go out on time and in the right tone, without the need to chase every booking manually.

Personalised experience

With each guest profile automatically storing past stays, preferences, and notes, it becomes easier to tailor the experience. That could mean offering their favourite room, remembering dietary needs, or simply greeting them by name when they walk through the door.

Streamlining operations

Routine tasks like sending feedback requests or pre-arrival information can be automated through your CRM. That cuts down on admin time and keeps your staff focused on delivering service, not processing paperwork.

Data-driven decisions

Your CRM stores information, but it also turns it into actionable insights. See which campaigns are driving return bookings, identify your most profitable guest segments, and adjust your strategy based on real patterns rather than guesswork.

Essential features of a customer relationship management solution

Not every CRM suits the way hotels work. Some are built for managing sales pipelines, others for handling support tickets. You need a system that helps your team respond quickly, personalise the guest journey, and reduce manual work without creating more complexity.

Here are the features that matter most in a hotel setting:

Guest management features

It starts with a single, detailed guest profile. Booking history, preferences, contact details, and feedback are all stored together, giving your team a full picture of every guest, even across multiple stays or properties.

Operational efficiency

Hotel-focused CRMs do more than store information. They take repetitive tasks off your team’s plate by automating confirmation emails, pre-arrival messages, and post-stay feedback requests. That means more time for in-person service and fewer details slipping through the cracks.

Marketing automation

Running targeted campaigns shouldn’t require a full marketing team. A strong CRM lets you group guests by past behaviour or stay history and schedule relevant offers—like a birthday discount, a seasonal package, or a follow-up for lapsed guests.

Analytics and intelligence

Instead of guessing what’s working, your CRM should show you. Reporting tools help you see which campaigns are performing, which guests are booking again, and where your highest-value guests are coming from.

Upsell opportunities

It’s easier to offer a well-timed upgrade when you know who’s most likely to take it. A CRM can help flag loyal or high-spending guests, so your team can offer extras like room upgrades or late check-out at the right moment. 

Top 5 examples of customer relationship management software

There’s no shortage of CRM tools out there. Below are five popular platforms, each offering a different approach depending on the size, style, and needs of your property. Smaller hotels may benefit more from a dedicated, tailored tool, such as Little Hotelier. 

Salesforce

Salesforce is a powerhouse when it comes to customisation and scalability. It’s typically used by large hotel groups that need to manage complex operations across multiple departments, including sales, loyalty, and marketing. 

HubSpot

HubSpot is known for being user-friendly and easy to set up. Smaller hotels and independent properties often use it to manage guest contacts and run basic email campaigns without needing dedicated marketing staff.

Userpilot

Userpilot focuses on user engagement and onboarding. It’s more common in hybrid hospitality setups, such as serviced apartments or tech-enabled short-stay brands, where app-based check-ins and guest journeys are part of the experience.

Zendesk

Zendesk began as a support tool, and that’s still where it shines. Hotels with high guest messaging volumes often use it to keep track of service requests, ensuring nothing gets missed across email, chat, and other channels.

ActiveCampaign

ActiveCampaign blends CRM functionality with sophisticated marketing automation. It’s often used by hotel groups that want to nurture guest relationships with targeted offers, especially when running loyalty or re-engagement campaigns.

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Customer relationship management: Best CRM in the hotel industry

You don’t need another system that adds more work. What you need is something that brings everything together (bookings, guest notes, preferences) so your team can do their job without constantly swapping across five different tabs.

The best CRM for hotels works quietly in the background. It picks up booking details from your Property Management System (PMS), logs guest interactions automatically, and helps you follow up with the right message at the right time. It’s not about having more data. It’s about having the right data, in the right place, when you need it.

Hotel employee engagement is the connection staff feel to their work, their team, and the guest experience. It shows up in how motivated they are, how they solve problems, and how they interact with guests.

Engaged staff do more than the bare minimum; they look for ways to add value, whether they’re an operations manager or a brand new junior hire. That might mean noticing when a guest needs help before they ask, or stepping in to support a teammate during a busy check-in.

In a high-turnover industry, this kind of staff engagement is a practical advantage. It helps reduce churn, improves service consistency, and creates a better experience for everyone who walks through your doors.

The importance of employee engagement in the hospitality industry

In hospitality, your staff are the experience. You can have beautiful rooms and a strong brand, but if the people running the show are unmotivated or burned out, it shows.

Engaged employees are more likely to deliver consistent, high-quality service. They solve problems faster, communicate better across teams, and contribute to a more positive atmosphere, from the front desk to housekeeping. 

The payoff for engagement is real. Marriott found that businesses with higher employee engagement saw a 21% boost in productivity and 22% higher profitability. But conversely, any hotel owner or manager can tell you that good staff can be hard to keep. Staff only stick around when they feel valued and are given the right opportunities.

In this article, we’ll show you what you need to know about effective staff engagement, including the benefits, the challenges, and the practical measures you can take starting today to keep your staff engaged – and working with your hotel; not your competitors’.

Challenges of employee engagement practices in the hotel industry

Engaging hotel staff isn’t as simple as handing out rewards or scheduling the occasional team lunch. The challenges are deeper and more structural.

Inconsistent staffing disrupts team dynamics

When people come and go frequently, it’s hard to build momentum. Teams don’t get the chance to gel, and service quality can become unpredictable, especially during busy periods. This means that colleagues stay as acquaintances and don’t develop into true teammates.

Frontline roles are under pressure

From dealing with demanding guests to covering last-minute shift changes, hotel staff are under constant strain. Without clear communication and support, burnout can set in quickly, especially in understaffed teams.

There’s often limited time for development

In a fast-paced environment, training and growth often fall to the bottom of the list. But when staff don’t see a future with your hotel, they’re less likely to stay engaged or loyal. Everyone is looking for the next opportunity. You just have to make sure you’re the one providing it, not your competitors.

Poor management is a dealbreaker

Many employees say their perception of work is shaped by their direct manager. A lack of recognition or support can push even good staff to leave. In fact, 45% of employees have left a job because of poor management.

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How to improve employee engagement in the hotel industry

Improving engagement doesn’t require sweeping changes or big budgets. It’s about making consistent, meaningful improvements in how your team works, communicates, and grows.

Open communication

When staff feel like they’re the last to know, or worse, never asked, it creates a disconnect. Clear, two-way communication builds trust and makes staff feel like they’re part of the bigger picture.

Start small: hold five-minute daily huddles, run short anonymous surveys after busy periods, and make space in weekly meetings to hear from frontline staff. This helps uncover pain points early, avoid miscommunication, and shows your team that their ideas count.

A hotel manager who explains the why behind new policies will always get more buy-in than one who simply posts a notice on the break room door.

Provide growth opportunities

Many staff leave because they can’t see what’s next. Development doesn’t always mean promotions. It could be letting someone from housekeeping shadow the front desk, offering short courses on guest conflict resolution, or giving your top performers more responsibility.

Build it into your culture. Mention progression in onboarding. Celebrate internal promotions, loudly. And give people feedback that includes not just what to improve, but where they could go next. 60% of employees said they would stay longer at a job if there were clear opportunities for career advancement.

Team building activities

When people feel connected to their coworkers, they’re more likely to show up with a positive attitude, even during the toughest shifts.

Think beyond ‘trust falls’. Organise birthday shout-outs, friendly competitions (e.g. most positive guest mentions this week), or even invite staff to contribute ideas for shared social events. 

The goal is to create moments where your team can interact without the pressure of their daily tasks. Even a short shared meal (ideally covered by the business!) after a long weekend shift can go a long way in helping teams bond.

Work-life balance

Hospitality roles are physically and emotionally demanding. Without balance, even the best team members will burn out.

Offer predictable schedules when possible and avoid excessive last-minute changes. Allow staff to block out key dates in advance, and if you have tech tools for scheduling, use them to give people more visibility and control over their time.

Celebrate achievements

Recognition doesn’t have to be grand but it has to be real. A sincere “thank you” in front of the team or a small monthly reward for standout service can boost morale more than you’d expect. 68% of employees said they are more likely to stay with a company if they feel recognised for their hard work.

Use your PMS or guest feedback tools to spot standouts. If a guest names a staff member in a review, share it with the team. Recognition helps reinforce the behaviours you want more of.

Implement technology

Technology can reduce friction and give your team more time for delivering great service and building relationships.

A system like SiteMinder can help automate bookings, simplify rate management, and improve communication across departments. That means fewer phone calls chasing availability, fewer double bookings to fix, and more clarity about who’s doing what.

Hotel employee engagement examples

Putting engagement strategies into practice can feel abstract until you see how they play out on the floor. These practical examples show how small shifts in approach can lead to stronger morale, better service, and improved staff retention.

Front desk autonomy builds confidence and loyalty

At a mid-sized urban hotel, the general manager noticed front desk staff felt micromanaged. They were required to escalate nearly every guest complaint to managers, even when they had the skills to resolve the issue themselves. The hotel introduced a policy allowing team members to offer small, predefined gestures like late checkouts or complimentary drinks without needing sign-off.

Within weeks, guest satisfaction scores improved. Staff began reporting higher confidence and job satisfaction in post-shift surveys. Feeling trusted made a clear difference, and turnover slowed.

A simple recognition program lifted housekeeping morale

Turnover in the housekeeping team was high, and morale was low. To address it, management launched a peer-nominated “Star of the Week” award. Winners received a small (but meaningful) bonus and a shout-out during the weekly staff briefing.

Team members started recognising each other’s efforts more often, creating a noticeable shift in atmosphere. After three months, exit interviews showed a stronger sense of connection and pride in the job.

Technology helped reduce stress during peak season

One regional hotel group introduced a platform to automate bookings, room assignments, and rate changes. Previously, staff spent hours each day chasing information across systems and managing tasks manually.

The new tech reduced errors, freed up time, and allowed staff to focus more on guest service. During the busy summer period, team leads reported smoother shifts and less stress. Staff said the changes made their work more manageable and rewarding.

Hotel ownership describes the legal and financial responsibility of owning a hotel business, including the land, the property, and all its fixtures and equipment.

A hotel owner is responsible for overseeing the overall performance and profitability of the property. Their duties can include managing finances, setting strategic goals, maintaining the building and facilities, ensuring compliance with regulations, and deciding on staffing or management structures.

While some hotel owners are hands-on, others hire management companies to run hotel departments and daily operations, focusing instead on investment decisions, brand partnerships and long-term growth. Ultimately, the owner’s role is to ensure the hotel remains well-maintained and profitable.

In this blog, we will drill down on hotel ownership to understand different ownership structures, how to choose the right one for your situation, and the tools that will help your hotel venture succeed.

Why choosing the right hotel ownership model matters

Choosing the right hotel ownership model is crucial because it directly affects the financial returns, operational responsibilities, level of control and long-term success of your hotel business.

The model you choose determines how much risk you take on, how involved you need to be in daily operations, and how much support you receive from external partners.

An independent hotel grants you full control over the business but requires significant investment and experience. A leased ownership model, meanwhile, sees you act as nothing more than a hotel landlord, where you enjoy a steady income with zero operational involvement and minimal risk. The downside is you won’t enjoy any extra reward. 

Aligning your ownership structure with your goals, resources and risk appetite is key to building a sustainable and profitable hotel business.

Types of hotel ownership

There are a number of different types of hotel ownership models, and each comes with its own pros and cons.

Independent hotel ownership

Independently owned hotels aren’t affiliated with a major brand or chain. As the owner (or as part of the hotel ownership group), you have complete control over decision-making, from branding to operations, which gives you the ability to offer a truly unique guest experience. On the flipside, an independent owner takes on all financial and operational risk.

Franchised hotel ownership

Franchised hotels are operated under a recognised brand name and use the franchisor’s systems, standards and marketing. As the hotel owner, you pay fees and royalties in exchange for the benefits of brand recognition and support. You retain day-to-day control of the property, but don’t have the creative and decision-making freedom of an independent owner.

Leased hotel ownership

Leased hotel ownership sees you lease your property to an operator or brand, who runs the hotel for you and assumes all operational responsibility. As the owner, you earn a fixed rental income, while the operator manages the business, earns the profits and takes on the business risk. The owner simply acts as a landlord and is completely hands-off.

Managed hotel ownership

Managed hotel ownership is when you, the property owner, hire a professional hotel management company to operate the hotel on your behalf. The management provider handles staffing, operations and guest services, while you are more hands-off. You still ultimately take on the risk, but you receive a share of the profits as a reward.

Fractional hotel ownership

Fractional hotel ownership allows multiple individuals to co-own a share of a hotel or resort property. A famous case is ‘timeshare’, where each owner is entitled to use the property for a set period each year and shares in any rental income or appreciation: a sort of hybrid of real estate investment and lifestyle purchase. But there are also non-timeshare hotel ownership groups made up of large numbers of fractional investors – a situation that can be more comparable to buying shares in a publicly traded company.

Your situation may limit which of these ownership options are available to you, and channel you toward a specific form of ownership.

Choosing the right hotel ownership and management structure

How do you choose the right hotel ownership and management structure for your situation? By factoring in some key considerations, you can start to identify which of the ownership models listed above is right for you.

Long-term vision

Your long-term goals will have an outsized influence on the best hotel ownership model for you. If you envision building a unique brand and enjoying complete creative freedom, independent ownership is best, as it grants you full control over branding and operations.

But if your goal is to scale or build a property portfolio quickly, franchising or management agreements may get you where you want to go sooner. An investor wanting to grow nationally might choose a franchised model for its brand power and systems, even if it means they must adhere to strict brand standards.

Available capital

The amount of capital you can invest upfront will play a key role in your ownership decision. 

Independent hotels typically require more capital for branding, systems and marketing, while franchised or managed hotels can offset some of these costs through access to established infrastructure and customer bases. Fractional owners, meanwhile, can often invest as much or as little as they choose.

An investor with limited funds might prefer a franchise for the support it provides, but they’ll need to factor in ongoing fees.

Operational capacity

Owning a hotel and managing a hotel are two very different things. You need to decide how hands-on you’re prepared to be in terms of operations.

If you have hospitality experience and a strong management team, you may be able to handle the day-to-day operational rigours of independent or franchised ownership.

But if you lack the time, expertise or desire to be that hands-on, a fractional, managed or leased hotel ownership model could be more suitable. A busy entrepreneur, for example, might prefer to hire a management company that allows them to trade daily involvement for a more passive role.

Risk tolerance

Different ownership structures come with varying degrees of financial and operational risk. 

Independent owners face the highest risk, but also have the potential for the highest reward, and enjoy unmatched levels of creative and decision-making freedom. 

Those with lower risk tolerance might prefer hiring a hotel management company or leasing a hotel to an operator and receiving predictable rental income regardless of performance. 

Similarly, franchises provide support systems that can reduce operational risk, though they come with binding contracts and ongoing obligations.

Level of control

Consider how much control you want over the hotel’s design, policies and branding. 

If you’d like full decision-making authority, independent ownership is ideal. If you’re comfortable giving up some control in exchange for support, franchising allows you to retain ownership while following brand standards. 

For those willing to step back completely, management agreements or leasing will pass control to another party, which will limit your influence over the hotel.

“At first I thought it was just a myth that using SiteMinder could boost revenue. But it turned out to be true. Revenue did increase, we are also more efficient in terms of time; we can get more work done.”

Shadi Wijaya,

Corporate Director of Revenue

The Phala Group

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Hotel ownership: Tools for growth

If you plan to take a more hands-on approach to hotel ownership – particularly as an independent owner – you’ll need tools to help you efficiently and effectively manage your hotel business.

A complete hotel software solution will have all the tools you need to grow your business. A few of the most important include:

• Channel manager: A tool that synchronises room availability and rates across multiple OTA listings in real time.
• Global distribution system: A tool that connects you to the booking systems used by travel agents and corporate travellers, like Sabre, Amadeus and Travelport.
• Guest engagement: A set of features designed to enhance communication and personalise the guest experience before, during and after a stay.
• Hotel booking engine: An online tool integrated into the hotel’s website that allows guests to check availability and make direct bookings.

One solution that offers all of the above, and a whole lot more, is SiteMinder.

As the world’s largest open hotel commerce platform, SiteMinder empowers hotel owners to gain control over the success of their properties, at whatever level they require, from granular day-to-day operations to long-term and strategic decision-making.

Hotel entertainment refers to the activities, systems, and services that enhance a guest’s stay by offering enjoyment, relaxation, or engagement, either in-room or on the property.

It’s a broad category that covers everything from in-room entertainment systems, such as smart TVs, streaming services, and interactive displays, to live shows, recreational activities, and themed events hosted on-site. The aim is to make the stay more enjoyable, encouraging guests to spend more time and money at the hotel and leave with positive memories.

This blog will explore all the options available to your hotel and how you can make sure guests are entertained at your property.

Why hotel entertainment is important for hotel guests

When done well, entertainment transforms a visit from ordinary to extraordinary. Whether it’s streaming a favourite show, joining a rooftop event, or attending a live performance, these moments create lasting impressions. Guests remember how a hotel made them feel, and entertainment often sets that tone.

It also drives results. A study on floating hotels in Luxor found that entertainment programs significantly increased guest satisfaction and repeat visits. Another report shows 45% of travellers now expect on-demand entertainment during their stay.

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How hotel room entertainment enhances guest experience

Gone are the days when a few basic TV channels would cut it. Now, travellers expect smart TVs, streaming options, and the ability to cast from their own devices. In fact, research shows that free-to-guest TV and high-speed internet are two of the most valued in-room features for both business and leisure travellers.

These little touches also help you stand out. In markets where everyone’s offering similar rooms and rates, the hotels that nail the guest experience, right down to how people relax in their rooms, are the ones that get noticed. That’s where in-room entertainment becomes more than just a perk. It’s a reason to leave a great review, come back again, and recommend your place to friends.

Best hotel entertainment ideas to elevate guest experience

There’s no one-size-fits-all approach when it comes to entertaining guests but the right mix of tech and experiences can turn a stay into something special. Here are some ideas to help you stand out and give guests something to talk about.

Hotel in-room entertainment systems

Guests have high expectations when it comes to tech, especially in the room where they’re winding down. The right in-room setup doesn’t just entertain, it makes the stay feel easy and tailored to their preferences.

Smart TVs

Smart TVs are now the baseline, but it’s the content access that really matters. Giving guests the ability to log in to Netflix, Hulu, or watch on-demand movies means they can pick up where they left off at home. Whether it’s binge-watching a favourite series or watching something new, the experience feels personal and familiar.

Voice-activated control

Some hotels are taking it a step further with voice-activated room controls. Guests can adjust lighting, play music, or even set the room temperature—all hands-free. It’s a small detail, but it makes the experience feel intuitive and modern, especially for tech-savvy travellers.

VR headset

For those looking to offer something truly unique, VR headsets are gaining traction. These can give guests access to immersive games, virtual workouts, or even 360° tours of local attractions. Imagine arriving in a new city and exploring its landmarks virtually before stepping out. It’s a mix of convenience and novelty that guests won’t forget.

Hotel entertainment packages

For wellness-focused travellers, spa and entertainment add-ons like guided meditation sessions, sound baths, or in-room yoga streaming can turn a stay into a full recharge. These extras appeal to guests looking for relaxation beyond the spa, and help position your hotel as a place to unwind in both body and mind.

For those in premium rooms or suites, all-inclusive streaming and gaming bundles are another way to elevate the experience. Think unlimited access to movies, shows, and even gaming services. Families, in particular, appreciate the option to keep kids entertained with minimal fuss, especially on rainy days or quiet evenings.

Then there’s the option to customise entertainment packages around specific moments. A romantic movie night setup with a projector and snacks for two, or a kid-friendly bundle with games, movies, and activity kits, can help make a stay feel special. It’s these little touches that stick in a guest’s mind and often lead to glowing reviews.

Hotel entertainment tickets

Travellers often look for things to do beyond the hotel and that’s where ticketed entertainment can add serious value. Offering bundled ticket options for local concerts, theatre performances, or popular attractions helps guests get more from their stay without the hassle of planning. It also positions your hotel as a helpful, local expert and not just a place to sleep.

VIP tickets

Some properties take it a step further with VIP access to hotel-exclusive performances. This could be priority seating at an on-site music night or meet-and-greet opportunities with performers. It creates a sense of exclusivity and gives guests something they can’t get elsewhere.

Local partnerships

There’s also huge potential in partnerships with nearby theme parks, museums, and cultural events. By securing special rates or fast-track entry for your guests, you add tangible value to their booking. It’s particularly appealing to families and tourists trying to make the most of a short visit, and it encourages guests to book directly rather than through third-party sites.

Hotel entertainment shows

Live shows on-site can transform a quiet evening into a highlight of a guest’s trip. Even better, they give people a reason to stay on the property, enjoy the atmosphere, and engage with your hotel beyond the room.

Live music

Many hotels run weekly live music events, from laid-back jazz nights in the bar to upbeat performances by local bands. Some host stand-up comedy nights, offering a relaxed, social vibe that appeals to both solo travellers and groups. These regular events create a sense of energy and community, something guests often remember fondly.

Dinner theatres

For something more immersive, interactive dinner theatre adds another layer. Think themed mystery nights, live storytelling, or performances where guests become part of the show. It’s a different kind of entertainment. One that blends food, fun, and memory-making all in one.

Local dance performances

And if your hotel is in a culturally rich area, folk performances, traditional dance, or local storytelling offer guests a deeper connection to the place they’re visiting. These shows not only entertain but help guests feel like they’re experiencing something authentic and unique.

Tech-powered hotel entertainment systems

AI is already changing how guests engage with in-room systems. AI-driven content recommendations suggest movies, music, or games based on guest preferences, much like streaming services at home. Paired with a virtual concierge, guests can easily request room service, book activities, or get local tips without picking up the phone.

Some properties are taking things further with augmented reality (AR). Guests can use their phones or in-room tablets to explore hotel amenities, unlock hidden AR features around the property, or even take virtual tours of nearby attractions. It adds a sense of discovery, especially for families or travellers looking for something different.

Visual entertainment is evolving too. Digital walls in lobbies or rooms can display rotating art, local history, or even guest-generated content like photos or reviews. It creates a dynamic, ever-changing environment that feels alive and connected to both the hotel and the surrounding community.

“SiteMinder has also improved their solutions by providing business analytic tools. It works effectively and efficiently, and when market demand fluctuates we are able to change our pricing strategy in a timely manner, to optimise the business opportunity.”

Annie Hong,

Revenue and Reservations Manager

The RuMa Hotel and Residences

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How to choose the right hotel entertainment options for guests

Not every guest is looking for the same experience and that’s why the best entertainment options are the ones tailored to who’s walking through your doors. Understanding the types of hotel guests you serve is the first step in offering entertainment that truly adds value.

Business travellers

Business travellers often want to unwind without straying far from productivity. Think business lounges with live music in the evenings or coworking spaces where they can catch up on work while enjoying a relaxed atmosphere. In-room streaming that feels seamless also helps them decompress after meetings or travel.

Leisure travellers

Leisure travellers tend to look for something more social or immersive. Wine tastings, rooftop events, or VIP access to local attractions can add that extra spark to their stay. Offering ticket bundles or curated entertainment packages shows you’re thinking about their overall experience and not just their room.

Families

Families often need options that engage everyone. Activity zones, game rooms, or interactive shows give kids something to look forward to and give parents a break. In-room gaming bundles or access to family-friendly movies also go a long way.

The key is to match your entertainment offerings with your guests’ needs and adjust as your guest mix changes across seasons or events. When done well, entertainment doesn’t just keep guests happy. It encourages them to stay longer, spend more, and come back.

With SiteMinder, you can manage bookings, personalise guest services, and offer tailored packages that suit every kind of traveller. Whether you’re streamlining operations or elevating the guest experience, it’s all about giving you more control and giving guests more reasons to return.

A hotel gym is a dedicated space within a hotel where guests can maintain their fitness routine while travelling. It typically includes a mix of cardio machines like treadmills and stationary bikes, free weights or resistance training equipment, and sometimes more specialised offerings like yoga mats or rowing machines. Some hotel gyms are compact and serve basic fitness needs, while others rival full-service fitness centres with personal trainers, spa services, and group classes. 

The goal is simple—help guests stay active and feel at home, even while travelling.

For hotel owners, the value of a gym isn’t just in the equipment. It’s in the perception of care and convenience you offer guests. Whether someone’s squeezing in a quick workout before a meeting or unwinding after a long travel day, your gym can make the difference between a good stay and a great one.

In this blog, we’ll show you how you can turn your hotel gym into a win for your guests, your staff, and your business.

Why hotel gyms matter for guests

Today’s guests aren’t just looking for a bed—they’re looking for experiences that match their lifestyle. Fitness is a big part of that for many travellers, whether they’re on a business trip or a weekend getaway. A well-equipped gym gives guests the chance to stick to their routine, and that kind of consistency matters to many. It’s about helping them feel comfortable and taken care of, even when they’re far from home.

The rise of wellness-focused travel has also raised the bar. Guests now expect more than just a treadmill in a small room. They’re looking for thoughtful amenities that support their health goals—think clean spaces, modern equipment, and perhaps even extras like wellness snacks.

For hotels, this presents an opportunity. A gym isn’t just another amenity—it’s a way to boost guest satisfaction and set your property apart. It can drive repeat bookings, attract health-conscious travellers, and generate revenue through memberships or partnerships. Investing in your gym means investing in the kind of experience that today’s guests actively seek out.

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How do hotel gyms work

Hotel gyms are typically reserved solely for hotel guests, but how they operate can vary widely between properties. Some are open 24/7 with keycard access, while others operate during set hours with staff oversight, and many are publicly accessible – with a paid membership.

Operating hours

Most hotel gyms are accessible early in the morning until late at night, as these are times that align with when guests are likely to fit in a workout. Properties catering to business travellers may opt for round-the-clock access, especially if guests are arriving from different time zones. A workout is a common solution to overcoming jet lag, after all. In those cases, secure keycard entry and surveillance systems help maintain safety without needing a full-time attendant.

Rules and policies

From a management perspective, gym rules are essential for safety and liability. Common policies include age limits, proper attire, equipment usage, and hygiene standards like wiping down machines after use. 

The key here is to make it as easy as possible to know and follow the rules. Posting clear signage and offering basic supplies like disinfectant wipes and towels makes it easier for guests to comply, and helps keep the space clean and inviting. 

Amenities

Beyond equipment, small touches can make a hotel gym stand out. Water stations, fresh towels, and mirrors are expected. Some properties go a step further with wellness extras like yoga mats, foam rollers, or even virtual fitness classes. It’s these details that show you’re thinking about the guest experience. These seemingly small, unique extras can be the difference between a returning guest and a one-off stay.

How to design a hotel gym

Designing a hotel gym is about making the most of your space, budget, and guest needs. Every hotel, and thus every hotel gym, is unique, but there are some core guidelines to follow for an initial foundation:

Hotel gym equipment

Start with versatile, durable equipment that suits a variety of fitness levels. Cardio machines like treadmills and stationary bikes are staples. Add free weights, resistance bands, and functional training tools like medicine balls or TRX systems to cater for nearly every need.

Individual hotel guests may only visit a few times, perhaps only once, during their stay, so you don’t have to invest in elaborate, extremely specific equipment. It pays to purchase high quality, commonly used, familiar equipment.

Hotel gym membership

Having a hotel gym open to the public can create a steady revenue stream; great for those slower seasons, with the bonus of making sure your investment continues to generate cash flow all year round. Consider flexible membership packages that appeal to nearby residents or business travellers who visit regularly. Bundling gym access with spa or wellness services adds more value. If you don’t have your own services here, consider partnering with a nearby business that does.

Hotel gym reviews

Online reviews offer insight into what guests value—and what they don’t. Cleanliness, equipment maintenance, and service are recurring themes. Addressing these areas can turn an average rating into a glowing one. Encourage satisfied guests to leave reviews through simple reminders or incentives.

“We used to have to block a few rooms in the busy season to make sure that there were no double bookings. Thanks to SiteMinder, I can sell every last room without worrying about this because it automatically rejects new bookings once the rooms are sold out.”

Tini Diekmann,

Sales and Revenue Manager

Hotel Oderberger Berlin

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Hotel chains with the best gyms

Some hotel brands are leading the way when it comes to fitness offerings. These examples can offer inspiration for your own setup, whether you’re working with a small space or aiming to develop a full wellness centre.

Westin Hotels & Resorts

Westin Hotels & Resorts has made fitness a core part of their guest experience. Many properties feature spacious workout areas, Peloton bikes, and in-room fitness gear. They also offer a gear lending program so guests can borrow workout clothes and shoes.

Equinox Hotels

Equinox Hotels, located in New York City, takes fitness to another level. Guests have access to a massive, high-end gym, group classes, personal training, and wellness services like cryotherapy. It’s a great example of how premium fitness amenities can become a brand hallmark.

IHG

Even Hotels, by IHG, cater specifically to health-conscious travellers. Each room includes fitness zones with equipment and guided workout videos. Their on-site gyms are modern and open 24/7, with a focus on functional training.

Hyatt’s

Hyatt’s StayFit gyms aim to make wellness accessible, with 24-hour fitness centres, modern equipment, and health-focused dining options. Many properties also feature partnerships with local fitness studios.

A hotel reservations manager oversees the entire booking process at a hotel. This includes handling inquiries, managing bookings, confirming reservations, and resolving issues or discrepancies. Their job is to ensure accuracy, efficiency, and a smooth experience for guests—all while complying with hotel policies and procedures.

For hotel owners, the value of this role goes beyond daily operations. A skilled reservations manager can directly influence your revenue by ensuring your rooms are always accurately represented across booking channels, minimising missed opportunities due to errors or delays. For example, during peak travel periods, an efficient reservations manager using a modern property management system (PMS) can swiftly allocate room blocks for group bookings or special events, maximising occupancy without overbooking.

Additionally, they play a key role in ensuring that your hotel responds quickly to potential guests, which is a crucial factor in securing bookings in a competitive market. With the support of tools like SiteMinder, reservations managers can manage high volumes of inquiries efficiently, allowing your hotel to capture more revenue while delivering a seamless booking experience.

What does a hotel reservations manager do?

While the general manager oversees all hotel operations, a reservations manager focuses specifically on the booking process. They manage reservations, ensure room availability is up to date, and support front desk operations, playing a critical role in guest satisfaction and hotel profitability.

What is the reservation department in a hotel?

The reservation department is responsible for managing all incoming bookings. It acts as the bridge between guests and the hotel’s operations, helping to optimise occupancy rates and minimise errors. The reservations manager leads this department, ensuring smooth coordination with other teams like front office and housekeeping.

In this blog, we’ll cover everything you need to know about the role of a hotel reservations manager, including the most crucial duties and skills required.

Why are hotel reservation manager jobs important?

Mistakes in reservations, such as double bookings, incorrect room allocations, or missed confirmations, can lead to unhappy guests, reputational damage, and lost revenue. For hotel owners, these issues are not just operational headaches – they impact your bottom line.

A skilled reservations manager plays a crucial role in preventing such costly errors. By maintaining an organised, efficient system and managing high volumes of inquiries effectively, they ensure a seamless booking experience for guests and staff alike. This is especially critical during peak seasons when the stakes are high and demand is unpredictable.

Technology is key to supporting this role. Tools like SiteMinder’s channel manager allow your reservations manager to update room availability and rates across all booking platforms instantly, eliminating the risk of overbookings and ensuring every room is sold at the right price. With automated systems in place, your team spends less time on manual data entry and more time on strategic tasks – such as analysing booking trends or upselling premium rooms.

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How to be a hotel reservations manager

To succeed in this role, a reservations manager must combine technical skills with a guest-first mindset. Here are the essential skills every successful reservations manager needs:

Essential reservation manager skills

• Attention to detail: Accuracy in bookings prevents errors and overbookings. Even small mistakes can lead to room shortages or guest dissatisfaction, so a keen eye for detail is critical. Tools like SiteMinder’s channel manager help by updating availability across all booking sites automatically, reducing manual errors.
• Strong communication: Clear, prompt responses to guests and staff are crucial. Whether managing booking inquiries or coordinating with housekeeping, effective communication ensures smooth operations. Using a centralised PMS enables quick access to booking details and guest preferences, improving internal coordination and guest interactions.
• Tech-savviness: Comfort with reservation software and booking platforms boosts efficiency. A tech-savvy manager can leverage automation tools to streamline repetitive tasks. SiteMinder’s booking engine simplifies the process of capturing direct bookings and allows for easy integration with your website and PMS, reducing time spent on manual entries.
• Problem-solving: Quick thinking helps resolve booking issues and guest concerns. Whether managing last-minute changes or addressing overbooking scenarios, having access to real-time data from tools like Dynamic Revenue Plus empowers managers to make informed, rapid decisions that maintain guest satisfaction.

Key hotel reservations manager responsibilities

A reservations manager’s tasks go beyond simply confirming bookings. They play a vital role in driving hotel success through the following responsibilities:

Management of bookings

They handle all bookings across direct and third-party channels, ensuring room availability is up to date and overbookings are avoided. Efficiently managing OTAs and direct bookings is key to maintaining high occupancy rates. 

With SiteMinder, your reservations manager can automate these updates in real time, drastically reducing manual workload and eliminating costly booking errors. This allows them to handle large volumes of bookings – especially during peak seasons – without compromising accuracy or speed.

Rate management

Working with revenue managers, they help implement dynamic pricing strategies that ensure your room rates are competitive and aligned with current market demand. Accurate and timely rate updates across all booking channels are essential for maximising revenue and avoiding price discrepancies that could hurt your reputation or lead to lost bookings.

SiteMinder’s Dynamic Revenue Plus takes rate management to the next level by automating pricing decisions based on real-time data like occupancy trends, booking pace, and local events. For instance, if there’s a sudden surge in demand due to a local festival or convention, you’ll be able to instantly adjust your rates to capitalise on this opportunity without requiring manual input from your team. This kind of automation not only saves time but ensures your hotel remains competitive and profitable, no matter the market conditions.

Customer service

Reservation managers often serve as the first point of contact for your guests, setting the tone for the entire stay experience. Their ability to provide prompt, friendly, and accurate service builds trust and drives positive first impressions. This responsiveness isn’t just about customer satisfaction – it plays a direct role in securing bookings and encouraging repeat stays.

In a competitive hospitality market, speed and accuracy in responding to booking inquiries can make the difference between winning or losing a guest. The right booking engine empowers your reservations manager to respond instantly by automating confirmations and streamlining the booking process. For example, when a guest books through your website, they receive immediate confirmation and secure payment processing without delays or manual steps. This experience reflects professionalism and reliability, helping to increase conversion rates and guest loyalty.

Coordinate with departments

They liaise with front office, housekeeping, and revenue teams to ensure room readiness, special requests, and accurate reporting. This coordination is essential for delivering a smooth guest experience and optimising internal workflows.

For instance, when a guest modifies their booking or requests an early check-in, your reservations manager needs to quickly communicate these updates to housekeeping and front desk teams. With SiteMinder’s integration capabilities, changes made in the PMS or booking engine are automatically shared across departments, eliminating the need for manual updates or follow-up calls.

This real-time visibility ensures that everyone is on the same page, which not only reduces operational friction but also allows your team to deliver a seamless experience for every guest. In a busy hotel environment, this kind of efficiency can lead to faster room turnovers, higher guest satisfaction, and better use of staff resources.

Reporting

Generating reports on booking trends, occupancy rates, and guest preferences helps inform marketing and operational decisions. For hotel owners, these reports are not just data—they’re a window into your hotel’s performance and potential areas for growth.

A reservations manager equipped with the right reporting tools can provide valuable insights that guide rate strategies, promotional offers, and staff planning. For example, if the data shows a consistent dip in occupancy during mid-week periods, you can work with your marketing team to run targeted promotions or adjust rates accordingly.

SiteMinder’s integrated reporting features allow your reservations manager to track performance across all booking channels in one place. Real-time data on booking sources, guest demographics, and rate performance enables quicker, smarter decisions that support revenue growth. Instead of spending hours compiling data manually, your team can focus on strategy by using insights to stay ahead of market trends and optimise occupancy year-round.

“With SiteMinder’s platform, we can reach more points of sale and boost our presence in key markets. We are more efficient and we can now reach more locations while taking the same steps.”

Javier Aranda,

E-commerce Senior Manager

Palladium Hotel Group

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Tools to empower a hotel reservation manager duties

With the right tools, the right reservations manager can work more efficiently and effectively:

• Property management system (PMS): acts as a digital front desk, centralising operations and simplifying day-to-day tasks like check-ins, check-outs, and housekeeping coordination.
• Channel manager: automates inventory and rate updates across all your booking platforms in real time, helping avoid overbookings and ensuring pricing consistency.
• Booking engine: encourages direct bookings through your website, improving guest relationships and reducing reliance on third-party channels.
• Revenue management system: provides data-driven insights to guide pricing strategies and forecast demand, boosting profitability.
• Payment processing: ensures seamless, secure transactions for guests and reduces administrative workload for your staff.
• Channels Plus: expands your reach effortlessly with optimised channel performance, helping you access new markets and increase visibility.
• Dynamic Revenue Plus: combines real-time automation with deep revenue insights, enabling smarter decisions that maximise room revenue.

Managing reservations doesn’t have to be complicated. With the right tools and team, you can turn this role into a powerful driver of revenue and guest satisfaction.

A hotel games room is a dedicated space where guests can relax, unwind, and enjoy a variety of entertainment options—without ever leaving the property. Depending on the size and style of the hotel, these spaces might include arcade machines, pool tables, board games, video game consoles, or even immersive virtual reality (VR) setups.

But a games room isn’t just about having fun – it’s about engagement. The more time guests spend enjoying your hotel’s amenities, the more memorable their stay becomes. And that positive experience can translate into stronger reviews, more repeat visits, and greater word-of-mouth referrals.

In this blog, we’ll break down the benefits of a hotel games room and how your hotel can effectively design, build, and market a games room as part of your everyday experience package.

Why hotels should consider a games room

Modern travellers are seeking experiences as much as they are seeking a place to stay. Whether it’s families wanting more ways to spend time together, solo guests looking for ways to unwind, or business travellers craving downtime, expectations have shifted. A hotel games room taps directly into these needs, delivering memorable experiences that guests will talk about long after check-out.

A well-designed games room can:

• Increase guest satisfaction by offering unexpected value.
• Encourage longer stays as guests find more reasons to linger.
• Drive repeat bookings and positive reviews from guests who had a standout experience.
• Differentiate your property from competitors, especially in crowded markets.

There’s also the practical benefit of keeping guests on-site. Instead of seeking entertainment elsewhere, they’re spending time, and potentially money, within your property. From food and beverage sales to paid access or packages, a games room can open new revenue streams as well as boost loyalty.

In fact, hospitality research highlights that unique and personalised amenities are a key driver of guest satisfaction and retention—helping properties stand out in a competitive market.

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How a hotel with games room can drive more bookings

Guests today are looking for value in their stay, and when they see entertainment options on-site, it often tips the scale in your favour.​

Positive experiences in shared spaces like games rooms often lead to glowing reviews, which are key drivers for future bookings. The J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study found that staff service garners the highest level of satisfaction among all guest experience factors measured, highlighting the importance of excellent guest experiences to drive bookings. ​

Family travellers, digital nomads, and business guests love game rooms. For families, it’s a lifesaver—keeping kids entertained without needing to leave the property. Digital nomads and business travellers often seek out spaces to relax after work hours. A games room provides that perfect middle ground: casual, social, and relaxing. It becomes a shared space for connection, helping you appeal to a wide range of guests.​

Hotels are leveraging games rooms in marketing and loyalty programs. Properties that highlight their games rooms in booking platforms, social media, and guest communications often see increased engagement. Some even run events—like game nights or tournaments—that create buzz and drive repeat visits.​

Ultimately, a games room helps your hotel stand out. It’s a point of difference in a competitive market and a feature that adds tangible value to the guest experience, encouraging more bookings from both new and returning guests.

How to design a profitable hotel games room

Adding a games room to your hotel is one thing—designing it to drive profit and guest satisfaction is another. The most successful games rooms strike a balance between smart design, the right game mix, and opportunities to monetise. Here’s how to make yours work for your space and your guests.

Key elements of a successful hotel games room

Choosing the right games

Your game selection should reflect your guests. Families may enjoy arcade games and board games. Solo travellers and couples might gravitate towards pool tables, console gaming, or VR experiences. Variety is key, but quality matters too—invest in durable, easy-to-maintain equipment.

Emerging technologies like VR and AR are also becoming more common in hospitality, offering immersive experiences that wow guests and create social media-worthy moments. Integrating modern technology can increase guest engagement and satisfaction.

Optimising space & design

Not every hotel has room for a sprawling arcade. But even small properties can create inviting spaces with thoughtful design. Consider lighting, acoustics, and flow—make sure games don’t disrupt nearby rooms or public areas, and create a space that feels separate and special.

Tech-driven experiences

Use smart reservation systems to manage games room access, contactless payment options for added convenience, and loyalty program integrations to reward frequent users. This not only improves the guest experience but can also provide valuable usage data.

Hotels that personalise experiences using guest data report higher satisfaction and increased loyalty. Hospitality software allows you to track guest preferences and deliver tailored offerings, whether it’s recommended games or targeted promotions.

Best ways to monetise a hotel games room

While a games room enhances guest experience, it can also contribute directly to your hotel’s bottom line. The key is to strike the right balance between offering value and creating revenue opportunities.

Paid access vs. Free guest perks

Some hotels offer unlimited access to their games room as part of the room rate, creating a sense of added value. Others charge for entry or individual games—think arcade token systems or day passes. The right approach depends on your brand positioning and target guests.

Including access as a free guest perk can boost satisfaction and encourage longer stays, especially for families. Paid access, on the other hand, can open a new revenue stream. You might also explore tiered options—free access for basic games, with premium experiences like VR or tournaments available at an extra cost.

Event & package promotions

Hosting game nights, esports tournaments, or private bookings can generate both buzz and bookings. These events not only attract guests but can also draw in local visitors, giving you another source of revenue.

Sponsorships & partnerships

Teaming up with local businesses or gaming brands can enhance your games room offerings at little to no cost. Consider sponsorships for tournaments, co-branded events, or even equipment partnerships that provide you with games in exchange for brand visibility.

This approach not only reduces your overhead but also offers marketing benefits, helping you tap into new audiences.

Hotel games room success stories (Examples & case studies)

Some hotels have gone all-in on the games room experience. For instance, The Magic Games Hotel in Spain features retro gaming consoles in themed rooms and a dedicated entertainment zone for guests of all ages, becoming a destination in its own right.

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Sun Tseng,

Reservation Assistant Manager

Fuli Hot Spring Resort

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Hotel games room trends: What’s next for guest entertainment?

Games rooms are no longer just about arcade cabinets and pool tables. Forward-thinking hotels are tapping into emerging technologies and trends to offer standout experiences that drive bookings and loyalty.

The rise of VR and AR gaming

Virtual reality (VR) and augmented reality (AR) are reshaping how guests engage with hotel spaces. Immersive VR stations or AR-enhanced games create memorable, high-impact experiences that are ideal for social media sharing—helping hotels reach wider audiences organically.

A report by Hospitality Technology magazine notes that properties incorporating VR and AR gaming have seen increased guest engagement and higher overall satisfaction scores, particularly among younger demographics and tech-savvy travellers.

Eco-friendly gaming

As sustainability becomes a priority for many travellers, hotels are exploring eco-conscious gaming options. From energy-efficient machines to sustainably sourced board games and digital gaming solutions that reduce physical waste, these choices show a commitment to responsible hospitality.

Not only do these practices align with your guests’ values, but they can also lower operational costs and contribute to your hotel’s environmental goals.

The future: AI-powered gaming, the metaverse, and gamified loyalty

Looking ahead, we’re likely to see AI-powered gaming assistants that tailor experiences to individual guest preferences, metaverse hotel lounges where guests can socialise virtually, and gamified loyalty programs that reward guests for participating in hotel activities.

By staying ahead of these trends, hotels can future-proof their offerings and appeal to experience-driven travellers who prioritise innovation and engagement.

A hotel director oversees the daily operations of a hotel, ensuring everything runs efficiently while delivering a high standard of guest service. They’re responsible for key areas such as staff management, guest satisfaction, and financial performance, all while aligning the hotel’s activities with broader business goals.

The title can vary—some properties use terms like hotel manager, lodging manager, or director of hospitality—but the core responsibilities remain the same. The hotel director sets expectations for service, supports team performance, and ensures the property is meeting its revenue and occupancy targets.

Success as a hotel director hinges on a blend of strategic vision, operational expertise, and interpersonal skills. It’s about how effectively you lead, adapt, and drive results. The best directors align daily operations with long-term goals, keeping guests and staff at the centre of every decision.

What is the highest position in a hotel?

The highest position in a hotel typically depends on the size and structure of the property. In most cases, the general manager or hotel director holds the top operational role, overseeing all departments and ensuring the hotel meets its financial and service goals.

In larger hotel groups or chains, there may be regional directors or corporate executives above the hotel level, responsible for multiple properties. These roles focus more on strategic oversight across locations rather than day-to-day operations.

For independent hotels or smaller chains, the hotel director may report directly to the owner or be the owner themselves, especially in owner-operated models.

Ultimately, the top position is the one with the greatest responsibility for the hotel’s overall performance—both in guest satisfaction and profitability.

Is hotel director the same as hotel owner?

Not necessarily. A hotel director is usually an employee responsible for managing the hotel’s operations, while a hotel owner is the individual or entity that holds legal ownership of the property.

In some cases, especially with smaller or independent hotels, the owner may take on the director’s role and be involved in daily operations. However, in medium to large hotels—or those part of a chain—the owner often delegates operational control to a hotel director or general manager. This allows the owner to focus on investment returns while the director ensures the hotel runs efficiently.

The key difference lies in their responsibilities:

• The owner focuses on long-term value and profitability.
• The director focuses on day-to-day performance and guest experience.

In this blog we’ll cover everything you need to know about the role of a hotel director, including the most crucial duties and skills required.

Why is hotel director such a crucial role?

A hotel’s success hinges on effective leadership. A capable hotel director ensures smooth operations, consistent guest experiences, and steady revenue growth. Without strong leadership, service standards can slip, staff morale may drop, and profitability can suffer. But with the right person in place, the hotel is better positioned to deliver consistent, high-quality experiences and maintain a competitive edge.

Strong leadership in hospitality directly influences both guest satisfaction and financial performance. Studies show that engaged employees—often the result of supportive management—provide better service, leading to improved guest loyalty and profitability.

Leadership also plays a vital role in staff retention and operational efficiency. Directors who foster a positive workplace culture and encourage innovation not only retain talent but also improve service delivery and adapt more easily to guest needs.

Ultimately, hotel directors are key decision-makers. Their actions shape every part of the guest journey—and the bottom line—by aligning team efforts with strategic goals and responding quickly to challenges on the ground.

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How to be a successful hotel director

To excel as a hotel director, a strong foundation of experience and education in the hospitality space is essential. Over time, you should look to cultivate a robust skillset encompassing leadership and communication skills, as well as  sharp mind for revenue management and general business operations. Above all, you need to understand how important guest satisfaction is and how to achieve it.

It can also be helpful to develop a strategic mindset by constantly analysing global industry trends, technological advancements, and evolving guest preferences.

Director of hospitality: Key responsibilities

Here are key qualities and strategies for success:

Develop a strategic vision

Craft and implement business plans that drive revenue growth and improve guest satisfaction. A clear strategy ensures your hotel stays competitive and appealing to your target market.

Lead and mentor your team

Strong leadership creates a positive workplace culture. Support your department managers, encourage teamwork, and invest in professional development to maintain high service standards.

Ensure financial acumen

Oversee budgeting, forecasting, and financial performance. Understanding your numbers helps you make informed decisions and maintain profitability.

Prioritise guest satisfaction

Delivering exceptional service is essential. Set clear service standards and procedures to ensure every guest leaves satisfied—and ready to return.

Embrace operational oversight

Stay on top of daily operations, from compliance with regulations to maintaining brand standards. A well-run hotel builds trust with both guests and staff.

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Assitant Manager

Hotel Gran Bilbao

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Adopting tools to be a successful hotel director

The right technology helps hotel directors work smarter, streamlining tasks, improving guest experiences, and boosting your bottom line.

At the core of efficient operations is a property management system (PMS), which centralises everything from bookings to housekeeping schedules. This simplifies daily workflows and frees up your team to focus on delivering great service.

To maximise bookings and stay in control of your inventory, channel management tools ensure your room availability and rates are always up to date across every sales channel—avoiding double bookings and missed revenue.

Revenue management software takes the guesswork out of pricing by automatically adjusting your rates based on demand, seasons, and competitor activity. This helps you maximise occupancy while driving higher revenue per room.

Guest engagement platforms improve the experience for every guest, offering personalised communication before, during, and after their stay. These tools help you respond faster to feedback and build lasting relationships.

Finally, data analytics tools give you real-time insights into your hotel’s performance, helping you make informed decisions quickly. Whether it’s tracking occupancy rates or understanding booking trends, you’ll have the information you need at your fingertips.

A hotel operations manager is responsible for overseeing the day-to-day functions of a hotel, ensuring seamless coordination between departments, maintaining high service standards, and optimising overall efficiency. Their role is central to delivering an excellent guest experience while balancing cost control, staffing, and operational workflows.

With the global hotel and resort industry valued at $1.5 trillion in 2023, the demand for skilled operations managers has never been higher. Hotels of all sizes—particularly medium-sized chains—need professionals who can navigate the complexities of modern hospitality, from enhancing guest experiences to managing rising costs. In fact, the employment of lodging managers is projected to grow by 10% from 2023 to 2033, highlighting the increasing need for expertise in hotel operations.

Hotel operations definition

Hotel operations encompass all activities and processes that contribute to the daily running of a hotel. This includes guest services, housekeeping, food and beverage management, maintenance, financial administration, and staff supervision. Effective hotel operations ensure that all these departments work together efficiently to provide a seamless guest experience while optimising costs and revenue.

A well-managed hotel not only improves guest satisfaction but also directly impacts profitability. With occupancy rates projected to increase by 2.5% in 2024 and the average daily rate (ADR) expected to grow by 4.9%, operations managers play a crucial role in adapting to fluctuating demand, controlling expenses, and leveraging the latest technology to stay ahead of competitors.

What does a hotel operations manager do?

The responsibilities of a hotel operations manager extend across multiple areas, ensuring that every aspect of the hotel runs smoothly:

• Guest experience: From check-in to check-out, the operations manager ensures guests receive exceptional service. In a highly competitive industry, even small improvements in service quality can lead to higher occupancy rates and repeat bookings.
• Staff supervision: The operations manager oversees key departments—including the front desk, housekeeping, and maintenance—ensuring that employees are trained, motivated, and working efficiently.
• Budget management: With operating costs rising, managing budgets effectively is crucial. Operations managers must balance cost control with maintaining high-quality services, ensuring that every dollar spent contributes to profitability.
• Technology integration: Digital transformation is reshaping hotel operations. Managers who leverage automated booking systems, AI-driven customer service, and data analytics tools can improve operational efficiency and guest satisfaction.
• Compliance & safety: Ensuring the hotel meets industry regulations, health and safety standards, and environmental guidelines is a core responsibility. This is particularly important as hotels focus on sustainability and energy efficiency to meet modern consumer expectations.

In medium-sized hotel chains, the operations manager must also adapt to industry trends, leverage data-driven insights, and continuously optimise internal processes to remain competitive.

In this blog we’ll cover everything you need to know about the role of a hotel operations manager, including the most crucial duties and skills required.

Why the role of hotel operations manager is important

A hotel’s success is directly tied to the efficiency of its operations. Whether it’s ensuring rooms are spotless, guests are satisfied, or expenses are under control, the hotel operations manager plays a pivotal role in maximising profitability and maintaining a seamless guest experience.

As the hospitality industry becomes more competitive, operational inefficiencies—whether in staff scheduling, service quality, or cost control—can lead to lost revenue and reduced guest satisfaction. Hotels that operate efficiently are in a stronger position to capitalise on industry growth, adapt to shifting market conditions, and meet evolving guest expectations.

Beyond financial performance, operations managers also influence staff retention and morale. Given that labor shortages continue to challenge the hospitality sector, a well-managed team can be a hotel’s biggest asset.

Hotel operations manager vs general manager

While both hotel operations managers and general managers (GMs) are responsible for overseeing the hotel, their roles differ significantly in scope and focus.

A hotel operations manager ensures the smooth execution of daily functions, coordinating between departments to deliver a consistent guest experience. In contrast, the general manager takes a broader leadership role, overseeing long-term business strategy, revenue growth, and high-level financial decisions.

For medium-sized hotel chains, operations managers are often the ones implementing the GM’s vision on a practical level. By optimising workflows, handling staffing challenges, and managing costs, they ensure the hotel runs efficiently while keeping guest satisfaction high.

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Hotel operations manager skills required

To successfully manage a hotel’s daily operations, an operations manager must possess a diverse skill set that balances leadership, financial oversight, problem-solving, and technology adoption. Unlike other hospitality roles that focus on a single department, hotel operations managers coordinate multiple teams, ensuring all aspects of the guest experience run smoothly while keeping costs under control.

The key skills required for a hotel operations manager include:

• Leadership & team management: Overseeing staff across various departments, maintaining morale, and ensuring efficiency in daily operations. Strong leadership fosters a positive work culture, which translates into better guest service and lower employee turnover.
• Financial acumen: Managing budgets, controlling costs, and monitoring revenue streams to maintain profitability. With rising operational costs, an operations manager must make data-driven decisions to optimise expenses.
• Guest experience & service excellence: Ensuring a seamless guest journey, from check-in to check-out. Operations managers play a direct role in maintaining high service standards, handling complaints, and responding to guest feedback.
• Problem-solving & crisis management: From overbookings to last-minute staffing shortages, operations managers need to think on their feet and implement solutions that prevent disruptions.
• Technology & data proficiency: The ability to leverage hotel management software, analytics tools, and automation is now essential. Hotels that implement smart technology solutions can streamline processes, improve reporting, and enhance the guest experience.
• Regulatory & compliance knowledge: Understanding health and safety laws, labor regulations, and environmental guidelines is crucial to keeping the hotel compliant and avoiding legal risks.

Common hotel operations manager interview questions

For hotel owners hiring an operations manager, or for candidates preparing for the role, it’s helpful to know the most common interview questions that assess the necessary skills and experience.

Here are some key questions typically asked in hotel operations manager interviews:

1. Can you describe a time when you had to handle a difficult guest complaint? How did you resolve it?
2. What strategies do you use to improve staff productivity and morale?
3. How do you balance cost control while maintaining high service standards?
4. What hotel management software and tools have you used?
5. Tell us about a time when you had to handle an operational crisis. What steps did you take?
6. How do you stay up to date with industry trends and best practices?

Key hotel operations manager responsibilities

With RevPAR (Revenue Per Available Room) declining by 7.7% year-over-year and ADR falling by 4.4% in September 2024, hotels face increasing pressure to streamline operations and optimise costs. Effective hotel operations managers play a crucial role in maintaining profitability by ensuring all departments function smoothly while keeping expenses in check.

Manage daily operations

At the heart of a hotel’s performance is how well its daily operations are managed. This includes front desk coordination, housekeeping, maintenance, and food & beverage services. A hotel operations manager ensures each department functions efficiently, with minimal disruptions.

Staff management

With labor shortages often affecting the hospitality industry, hiring, retaining, and upskilling the right staff is one of the biggest challenges for hotel operations managers. Staff turnover can increase operational costs and disrupt service quality, making employee satisfaction and retention a key priority.

Cost management

With operational costs rising, budgeting and expense control are key responsibilities of a hotel operations manager. Poor financial management can quickly erode profitability, especially in a competitive market.

Inventory management

A hotel operations manager plays a crucial role in overseeing inventory control, ensuring that all departments—from housekeeping to food and beverage—have the necessary supplies while keeping costs in check. Effective inventory management directly impacts both guest experience and profitability, preventing shortages that could disrupt service or excess stock that ties up capital unnecessarily.

Servicing guests

Guest satisfaction is the cornerstone of a successful hotel, and a large part of an operations manager’s role involves ensuring exceptional service quality. Guests expect higher service levels to justify premium pricing.

Safety & compliance

Regulatory compliance is non-negotiable in the hospitality industry. Failure to meet safety, health, and legal standards can lead to fines, lawsuits, or reputational damage.

Reporting

Data is a powerful tool for hotel operations managers. Monitoring performance metrics helps identify areas of improvement, track progress, and adjust strategies as needed.

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Heather Minyard,

Director of Commercial Strategy

Smoky Mountain Resorts

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Using technology to assist in hotel operations manager duties

Technology has become an essential tool for hotel operations managers, enabling them to streamline workflows, improve efficiency, and enhance the guest experience. With increasing pressure to optimise costs and maintain service quality, leveraging hotel management software and automation tools has become a competitive necessity rather than a luxury.

A well-equipped operations manager doesn’t just oversee daily tasks—they also implement and manage technology solutions that make those tasks more efficient. From automating reservations and room assignments to tracking staff performance and inventory levels, technology reduces manual workload and provides real-time data for better decision-making.

Some of the most impactful technology solutions for hotel operations managers include:

• Property management systems (PMS) – Centralises booking, check-ins, housekeeping schedules, and billing, improving operational visibility.
• Channel management software – Ensures room availability and pricing are synced across all booking platforms, reducing overbookings.
• AI-Driven customer service tools – Chatbots and automated messaging systems streamline guest communication and reduce front desk workload.
• Smart inventory management systems – Tracks stock levels in real time, preventing shortages and minimising waste.
• Data analytics & reporting dashboards – Provides insights into revenue trends, guest satisfaction, and staff productivity, allowing managers to make informed decisions.

With hotels that integrate smart technology seeing a significant increase in operational efficiency, operations managers who embrace digital transformation can significantly improve performance. By adopting the right tools, they not only reduce costs and administrative burdens but also free up time to focus on strategic improvements and guest satisfaction.

Eco-friendly tourism is a form of travel that minimises environmental impact of the tourism industry, protecting natural resources and supporting local communities.

It can be tricky to define the term ‘eco tourism’ for hotels, because it can mean so many different things. One eco tourism definition focuses on reducing waste, another seeks to maintain local ecosystems, and another again might be focused on the cultural heritage of an area.

But this does mean that hotels have plenty of opportunities in terms of sustainable travel and tourism. And with environmentally friendly tourism becoming a focus for an ever more aware cohort of travellers, ecotourism hotels are setting themselves up for future success.

Why is eco tourism important?

Eco tourism is important for the future of your business, the local community you work within, and without overstating it too much, the planet as a whole. 

On a business level it ensures you cater to the growing (and often big spending) group of eco-conscious travellers, and forces you to consider long-term investments in sustainable technologies that can save you big money in the long run.

Planning your eco tourism hotel around the needs and strengths of your local environment and community can help the area grow as a whole, and the broader environmental benefits of this effort, in terms of lower emissions and reduced waste, mean that you’re playing your part in creating a more sustainable, habitable planet.

What is an example of ecotourism?

An example of ecotourism is found at Costa Rica’s Monteverde Cloud Forest Reserve, where hotels have gone to great lengths to integrate seamlessly into the stunning local landscape, and provide tourists with low-impact ways to experience it.

A common question from both hoteliers and guests is whether ecotourism is good or bad for the environment. Despite the name, ecotourism can be harmful if done badly. It’s important to bring a careful, considered approach to these efforts.

In this guide we’ll take a closer look at ecotourism and sustainable tourism for hotels, from how a hotel can be environmentally friendly, to how it can capitalise on opportunities like luxury ecotourism.

Why “eco” hotels are more expensive to operate

Hotels are a business – they exist to provide a service and to make money. But sustainability initiatives rarely represent the cheapest ways to run your hotel. And that makes eco tourism management tricky, as hotel leaders can be forced to balance capital and operational cost considerations with attracting eco-conscious guests and doing the right thing by the environment.

Some of the challenges include:

• Significant upfront investment: Energy-efficient hotel construction, including the energy, water and HVAC systems within, can represent large capital expenditure (although they will pay themselves back over time).
• Sustainable sourcing challenges: You’ll pay more for organic food and fair-trade products, and some hotels might struggle to source these products at all.
• Operational shifts: Certain eco-conscious systems and processes, such as waste reduction, recycling and water conservation efforts, can require more time and effort to run than standard systems.

The good news: sustainable tourism hotels tend to have lower running costs in the long run, particularly renewable energy systems and water conservation systems that minimise waste. Even fair trade, sustainably sourced products can ultimately increase revenue, as they can command a higher markup and generate more profit for your business.

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Is it worth targeting the eco-friendly hotel market?

The short answer? Yes. Guests are becoming increasingly aware of the impact that their travel can have on the environment, and many are willing to pay a little more to stay at a hotel that does its part to minimise these effects, thereby offering a guilt-free stay.

But it has to be done the right way.

Eco tourism with sustainable practices for hotels

You can’t just tag yourself as ‘eco-friendly’ without backing that statement up. Capitalising on the eco tourism market is about proving your sustainability credentials by doing, not saying, so you need to implement initiatives before you can talk about them. Speaking of which…

Common greenwashing mistakes hotels make

Greenwashing – overstating or outright lying about your eco tourism credentials – may often be unintentional, but it is quite common across a number of industries. And consumers are becoming wise to it. Be sure to avoid the following:

• Vague claims: “Eco-friendly” should always be paired with specifics on sustainability practices.
• No certifications: A trusted third-party should back up your claims.
• Minimal impact initiatives: Avoid doing things like promoting towel reuse programs while still using single-use plastics.
• Offsetting instead of reducing: Carbon offsets are fast losing credibility. You should instead aim to cut your emissions.

How hotels can prove real sustainability

Mistakes avoided, how do you effectively target the eco-tourism market?

• Obtain recognised eco-certifications: Secure sustainability accreditations from the likes of LEED, Green Key and EarthCheck.
• Publish sustainability impact reports: Aim for total transparency in terms of your water and energy use, and your waste reductions.
• Aim for holistic sustainability: Incorporate eco-friendly processes across all operations. from supply chains to guest experiences.
• Communicate your efforts: Market yourself honestly and openly as an eco-friendly option, and train staff to communicate your green initiatives effectively.

How hotels can attract eco-conscious travellers

Let’s shift our framing. In reality, sustainability shouldn’t be viewed as a cost or an obligation, but rather an opportunity to add value to your guest experience and increase the revenue of your hotel business.

How do you effectively attract sustainability-minded travellers, and make more money in the process? The following strategies are a great place to start.

Create eco-experiences

A secluded retreat in the middle of nature. Permaculture and sustainability workshops. Tours of national parks and local ecosystems. These eco-experiences can be a great way to highlight your knowledge and good work, share your local area, and earn more money while you do it.

Offer optional eco-packages

Eco-conscious travellers may be willing to spend more than your average guest (which is good news if you need to invest in sustainable on-site systems). But rather than just increasing the base rates, and potentially alienating a large portion of other guests, you might consider offering premium eco-packages to those who are willing to pay a little more for an environmentally friendly experience.

Promote sustainable guest behaviours 

Introduce green loyalty programs, where you partner with environmental organisations to offer points that contribute to environmental initiatives. Incentivise sustainable guest behaviours by offering discounts or free amenities to guests who opt to reuse towels, decline daily housekeeping or choose energy-efficient room settings. You can also gamify sustainability efforts through apps or in-room challenges around water and energy conservation.

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Shadi Wijaya,

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The Phala Group

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The future of sustainable hotels

What does the future of your eco tourism – and more specifically of your eco hotel – look like? Examples of eco tourism can offer inspiration for your own efforts.

First to some stats. Globally, 73% of tourists prefer hotels with sustainable practices, and 81% plan to choose sustainable options in the near future. It’s an already huge market, and it’s not going backwards.

In terms of your hotel, you’re safe to base your strategic sustainability decisions on the fact that eco-conscious travellers are willing to pay more for a genuinely sustainable experience. This means that ecoluxury stays have significant potential. You could build a standalone room or villa where sustainability is front and centre, and quickly recoup the investment through premium rates.

There’s also tech-driven sustainability: AI-powered smart HVAC, renewable on-site energy generation and water recycling systems that might cost a bit to set up, but that more than pay themselves back over time.

But not all sustainability initiatives require heavy investment – there are budget-friendly green solutions too, like switching to bulk toiletries and minimising single-use plastics.

Another less obvious piece of the hotel sustainability puzzle is maximising your internal resources. When you use automation to lift repetitive, low value tasks from the shoulders of your staff, they have more time to focus on sustainability and the eco-conscious guest experience.

That’s where SiteMinder comes in.

Sustainable tourism is an approach designed to minimise the environmental impact of hotels and other travel service providers, while supporting local communities and promoting long-term economic viability.

While this sustainable tourism definition encompasses environmental, economic and cultural sustainability, the term is most often used to describe eco-conscious travel.

Sustainable travel and tourism has come into sharp focus in the last decade or two, as awareness surrounding issues like climate change and ecological degradation has grown.

In this guide we’ll look at how sustainable tourism represents a real opportunity for hotels that are willing to invest in it, by reducing operating costs, attracting eco-conscious travellers, and ensuring a destination remains beautiful, healthy and alluring long into the future.

Why is sustainable tourism important?

The importance of sustainable tourism for hotels is two-fold:

• As a business concern, a focus on sustainability ensures you cater to the ever-expanding group of travellers who identify as eco-conscious, and that you minimise your operational costs through energy efficiency and waste reduction strategies.
• As a broader concern, sustainable tourism encourages the industry to do the right thing in terms of the environment and local community, and helps to ensure that stunning, vibrant destinations stay that way in the long-term.

The once-niche sustainable tourism market has long since gone mainstream, so hotels that don’t go green risk being left behind as sustainability becomes a non-negotiable.

Gen Z, for example, are travelling more than other generations, and are also more concerned about the environment.

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Sustainable tourism examples

To understand what sustainability looks like in the hospitality industry, let’s check out some real-world examples of sustainable tourism destinations from around the world.

Lemon Tree Hotels

This Indian chain’s hotels are all LEED (Leadership in Energy and Environmental Design) Gold Certified, a globally recognised sustainable tourism standard. Variable refrigerant volume (VRV) technology makes air-conditioning 30% more efficient, with the HVAS system also powered by solar and wind. On the community side, the chain has organised a number of neighbourhood clean up efforts, and has won awards for their working conditions and approach to staff welfare.

Proximity Hotel

This US hotel, in Greensboro, North Carolina, is LEED Platinum Certified (the highest certification possible) thanks to a range of initiatives. The building itself was constructed from sustainable building materials, while inside the focus is on reducing water and power usage, recycling every material possible, using renewable energy and promoting sustainable food sourcing.

Jetwing Vil Uyana Hotel

This Sri Lankan hotel isn’t in a wildlife sanctuary – it is a wildlife sanctuary. Jetwing Vil Uyana was established in 2006, and has since transformed 28 acres of agricultural land back into a gorgeous wetlands. The hotel monitors every aspect of its environmental impact – energy, water, waste and more – and reports its progress monthly, while submitting itself to regular audits.

Sustainable tourism practices for hotels

What might sustainability look like in your hotel business? The following sustainable tourism policies and practices can serve as inspiration for any accommodation provider looking to up their game.

Electricity & water

Sustainability is about using resources wisely. By increasing efficiency and reducing waste, you make your hotel more environmentally friendly while also reducing your operating costs. In terms of power and water, consider:

• Investing in on-site renewable energy systems like solar, wind and battery storage.
• Installing devices like smart HVAC and lighting systems that use less energy while running, and automatically switch themselves off.
• Conserving water through water-saving shower heads and smart washing systems.
• Recycling water using an on-site system.

Waste reduction

Waste, particularly in terms of plastics that don’t readily break down, can harm the environment on both a local and global level. By reducing waste, you make your destination a nicer place to visit, and lower the cost of dealing with garbage.

• Replace single use items like disposable cups and cutlery with reusable alternatives.
• For any single use items you can’t replace (e.g. for sanitary reasons), choose a biodegradable alternative.
• Implement an easy-to-follow recycling system for both staff and guests.

Supporting local tourism initiatives

Join, or better yet establish, sustainable tourism initiatives within the local community. Forge partnerships with groups that work to keep the local area beautiful, the local culture vibrant and the local economy strong.

Employ locals and pay a fair living wage. Sponsor local events. Support local businesses by offering their products and services through your front desk.

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Assistant General Manager

Ping Nakara Boutique Hotel and Spa

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Benefits of sustainable tourism practices

Why bother with the projects and practices mentioned above? Simple: it’s good for business.

As the awareness of environmental issues grows, so does the global sustainable tourism market. Eco-conscious travellers are increasingly looking for sustainable tourism hotels that align with their beliefs and desires. By offering an option that these customers feel good about choosing, you can attract more guests and potentially charge a higher nightly rate.

Add in the cost savings from reduced waste and lower utility bills, and enhanced sustainability can also lead to enhanced profitability.

Other benefits of sustainability include:

• Greater guest appeal: Eco-conscious travellers prefer hotels with strong sustainability commitments, as they can enjoy a natural and entirely guilt-free stay.
• Improved brand reputation: Demonstrating environmental and social responsibility enhances your hotel’s image.
• Competitive advantage: Sustainability awards like LEED, Green Key and GSTC hotel certifications can lead environmentally aware guests (including valuable corporate clients) to choose you over a competitor.
• Regulatory compliance: Meeting sustainability standards helps hotels to stay ahead of evolving environmental regulations.
• Stronger community relationships: Taking social responsibility seriously by supporting local businesses and employing local staff can foster goodwill and loyalty within the community, and can lead to more referral business.
• A healthier environment: By reducing pollution and emissions through waste management and renewable energy initiatives, you can improve everything from aesthetics to air quality. This makes your hotel a nicer place to be for guests, and a nicer place to work for staff.
• Long-term viability: Responsible, sustainable practices help to safeguard the future of your hotel business, by enhancing profitability and ensuring the health of the local environment and community within which you work.

In order to fully capitalise on the potential benefits of sustainable tourism, you need help from a tool that can guide you on the right rates to charge, that can help you implement sustainability processes, and that can get the word out about your sustainability efforts.

You need a tool like SiteMinder…

A Hotel General Manager is the most senior member of staff at a hotel. They are tasked with overseeing the operations of the property and ensuring the success of the business. Usually they will report to higher levels of management such as owners, directors, and corporate headquarters.

This is different to an Operations Manager, who focuses primarily on ensuring the efficiency and effectiveness of everyday tasks.

What does a Hotel General Manager do?

A Hotel General Manager leads the day-to-day operations of a hotel. This will include (but is not limited to) managing all the various departments within the hotel, analysing performance, creating strategies and delegating tasks, managing staff and reporting to stakeholders. This means they will also be a jack of all trades, participating in a lot of different activities on any given day.

What is a Hotel General Manager’s salary?

It’s important to note that a general manager’s salary will vary depending on the specific hotel, the country or region, and the experience of the general manager.

However, it’s been reported that those with a master’s degree make USD$22,649 more annually than those who hold a high-school diploma. 

In the US, the national average salary for a GM sits at about $62,500. At the higher end of the scale, general managers can earn as much as $165,000.

In this blog we’ll cover everything you need to know about the role of a Hotel General Manager, including the most crucial duties and skills required.

Why a Hotel GM is crucial to the success of the business

A Hotel GM can be the difference between a thriving business and an underperforming one. Not only do they need to be a good strategist with a sharp eye for detail, they also need to be a good leader who is accomplished at delegating tasks appropriately and motivating other staff members to do their best.

General managers touch every aspect of the hotel from staff management, to guest experience, to revenue management, performance reporting, and more. 

If they aren’t setting the tone for others to follow, capitalising on opportunities, and being aware of what’s happening on a daily basis, standards will slip and progress will falter.

Both those below and above the GM in the hierarchy will look to them for guidance, support, and leadership in keeping the hotel running smoothly and achieving targeted goals.

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Full list of Hotel General Manager responsibilities

So, we’ve scratched the surface of what a Hotel General Manager does but let’s delve a bit deeper. Here are 10 of the most important hotel general manager duties:

1. Provide leadership and vision: A general manager needs to be able to execute the vision of the owner or stakeholders, which includes being a good people manager and strategist.
2. Oversee daily operations: The GM has to be across the happenings at the hotel on a daily basis, so that they can make the right decisions if and when they need to be made.
3. Problem solving: Following on from above, a general manager needs to be able to think on their feet and respond to various situations effectively. For example, if an event occurs that has the potential to cause a shift in demand, the general manager (along with the revenue manager) needs to quickly execute a plan to capitalise.
4. Quality control: The general manager is responsible for upholding brand values and standards across the hotel.
5. Customer service: Ultimately, the buck stops at the top so a GM has to be vigilant when it comes to ensuring the needs of guests, including safety and security, are being met at a consistently high level.
6. Finances: Revenue is what keeps a business running, so a general manager needs to work closely with a revenue manager (or do it all themselves at smaller properties) to optimise pricing, control costs, and generate profit.
7. Staff management: Whether it’s hiring and training staff, keeping staff motivated, handling disputes, organising schedules, and more, the GM has to be involved in maintaining a happy and skilled team of staff.
8. Marketing: How does the hotel get found and booked by guests? What is the reputation of the brand? How does the property increase followers and engagement on social media? These are all aspects that the general manager should be working on, in conjunction with other staff members.
9. Community engagement: The general manager will be crucial when it comes to forming partnerships with other businesses in the local community and finding ways to integrate the hotel into the local scene.
10. Technology: Does the hotel need technology to operate more efficiently? Can technology help generate more revenue? Will technology save time and enhance guest experience? It’s the general manager’s job to explore all avenues to find better ways to run the hotel – of which hotel software plays a huge part.

How to be a Hotel General Manager

While all those responsibilities we discussed go some way to explaining how to be a general manager and what it entails, there are some other steps to take to get there.

Hotel General Manager qualifications

While not strictly necessary, it’s a good idea to have a Bachelor’s Degree in hospitality management or a similar course if you want to be a general manager. Almost 60% of those in the position have their degree, since it requires good knowledge of business and financial management.

Other certifications in hospitality can be gained to enhance your profile too. 

And of course, you can also start at the bottom and work your way up during your career through experience alone.

Hotel General Manager skills

While we may have touched on some of the required skills already, it’s important that Hotel General Managers have a good grasp of:

• Leadership: Confidence, emotional intelligence, and the ability to motivate are all important characteristics. 
• Communication: You need to be clear, concise, and direct when communicating but compassionate and patient when listening.
• Adaptability: Hospitality is a fast-paced industry that’s constantly in flux so you need to be able to shift priorities at a moment’s notice.
• Business acumen: You need to understand the fundamentals of what makes businesses successful and how to manage finances responsibly.
• Customer service: A background or learned experience in interacting with customers will help you put practices in place that ensure guest satisfaction.

Hotel General Manager work experience

It’s hard to step straight into a general manager role at a hotel without prior industry experience.

Ideally, a general manager will have spent a number of years in hotel or hospitality management or business administration roles displaying evidence of the required skills.

A possible pathway would be to work in the areas of night manager, front desk manager, sales and marketing manager etc before moving onto the bigger promotion of general manager.

“SiteMinder’s channel manager has streamlined our bookings and inventory management. It’s especially improved efficiency, since it allows us to manage four properties at once by eliminating manual updates.”

Alexandra Rolton,

Strategic Sales & Key Account Manager

Brady Hotels & Apartments

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Using technology to aid in Hotel General Manager duties

A Hotel General Manager’s job can be made much easier, and can even be enhanced, with the help of hotel technology.

There are a number of software solutions that are able to automate everyday tasks, speed up processes, enhance guest experience, and provide data and insights that makes revenue management more powerful.

A general manager should rely on tools where they think a positive impact can be made to increase the efficiency, revenue, or reputation of the business.

Examples of tools that will make a general manager’s duties simpler include:

• Property Management System: This becomes a digital front desk and the heart of the property.
• Channel Manager: Increases reach and visibility with no extra effort on the hotel’s part via automated, real-time, inventory management.
• Booking Engine: Enables direct reservations to encourage additional profit and improved guest relationships.
• Revenue Management System: Can provide key data, insights, and reports to influence pricing and revenue strategies.
• Payment Processing: Integrates with booking systems to provide secure, seamless, experiences for guests and simple admin management for hotels.

All this and more are outstanding options for a hotel general manager looking to grow their business even further. However, it’s particularly useful if all of these solutions can be operated via a single platform…

The CAP Hospitality Initiative is a strategic program launched by the Moroccan Ministry of Tourism to enhance the country’s tourism accommodations and infrastructure. This initiative aims to improve service quality, upgrade infrastructure, and adopt sustainable practices within the hospitality industry in Morocco, & it includes comprehensive training programs for hospitality staff, encouraging the adoption of best practices and advanced technologies to improve guest experiences.

What are the objectives of the CAP Hospitality Initiative?

There are four main objectives of the initiative, which are:

• Infrastructure Improvement: The initiative focuses on renovating and modernizing existing hotels and developing new, eco-friendly lodging options. This is part of Morocco’s broader strategy to align its accommodations with international standards.
• Financial Support: The program offers financial assistance, including loans of up to 100 million dirhams, to finance the renovation of hotel infrastructure. The Moroccan government supports this by covering interest costs, aiming to modernize 25,000 rooms with an expected investment of 4 billion dirhams.
• Sustainability Focus: By emphasizing sustainability, the initiative seeks to attract environmentally conscious travelers and position Morocco as a leader in sustainable tourism. Hotels must meet specific environmental standards and implement energy efficiency improvements.
• Support for Major Events: The CAP Hospitality Initiative also supports Morocco’s bid to host major international sporting events like the African Cup of Nations 2025 and the World Cup 2030 by ensuring high-quality tourist accommodations.

When did the initiative launch?

The CAP Hospitality Initiative launched on July 15, 2024, with the following key phases:

• Initial Application Period: Applications are processed on a rolling basis starting July 15, 2024
• Project Implementation: Hotels have up to 24 months to complete approved renovations
• Target Completion: The initiative aims to modernize 25,000 rooms by 2026

Eligibility and Application Process

The eligibility requirements for the loans are as follows:

1. Classification: Must be a Classified Tourist Accommodation Establishment (EHTC)
2. Renovation Status: No major renovations in the last five years
3. Project Scope: Must include approved renovation, upgrading, furniture acquisition, or energy efficiency programs
4. Financial Standing: Must demonstrate sound financial management and ability to provide 20% contribution

Required Documentation

The documentation required for the loan are as follows:

• Completed digital application form
• Detailed renovation plans and budgets
• Environmental impact assessment
• Financial statements for the past 3 years
• Proof of classification status
• Energy audit results
• Project timeline and implementation plan

Application Evaluation Process

Once you’ve completed the application, below are the next steps:

• Initial review: 2-3 weeks
• Technical evaluation: 4-6 weeks
• Financial assessment: 2-3 weeks
• Final decision: Within 3 months of submission
• Appeals process available within 30 days of decision

More information on the initiative can be found here 

A hotel key card is a credit card-sized access and security tool that lets guests into their rooms and other hotel facilities.

Also called a hotel room card, hotel card key or room key card, this technology is the modern version of a hotel room key – more versatile, easier to use, and cheaper to replace.

In this guide we’ll explore all there is to know about key cards for hotels: different hotel room card key systems, how to use key cards in hotels, and why the best hotels are choosing to implement this technology.

Why hotels use key cards instead of keys

There are a number of reasons for hotels to implement key card systems instead of traditional, analogue, key systems:

• Enhanced security: Key cards only grant guests access to specific areas of your hotel. And if a key card is lost, you don’t have to change any locks.
• Streamlined operations: Keyless entry simplifies check-in – no more searching through a cabinet full of keys.
• Cost savings: Greater operational efficiency and fewer security issues translate to real cost savings.
• A seamless guest experience: Guests enjoy faster check-in and quick, automated,  entry into permitted areas.
• Greater flexibility: You can set up your key cards to grant entry into whatever areas you choose, and can customise settings for individual guests.

What information is stored in a hotel room key card?

Hotel room key cards typically store the following data:

• Room number (or an encrypted reference to it)
• Check-in and check-out dates
• Guest access permissions (e.g. room, gym, pool)
• A unique code linked to the hotel’s security system

It’s important to note that hotel key cards don’t store any personal or confidential information, such as guest details, credit card details or security system information.

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3 main types of hotel key card systems

Electronic key cards in hotels are powered by three main technologies: magnetic strip, RFID and NFC. Your chosen hotel key card design or type will depend on your specific needs, wants and situation.

1. Magnetic strip hotel key card

The original key card technology, magnetic strip cards work by being swiped through a card reader. The strips can be prone to wear though, and can demagnetise over time. This is also the least secure option, as data can be duplicated with the right hotel key card maker or hotel key card machine.

2. RFID hotel key card

Radio frequency identification (RFID) cards use radio waves to communicate with readers without physical contact, making them a more durable and reliable option. The ability to encrypt data and stop unauthorised duplication also makes RFID a relatively secure option.

3. NFC hotel key card

Near field communication (NFC) is a type of enhanced RFID technology that allows for two-way communication – it’s the technology that allows you to pay for a coffee with a digital wallet. NFC technology is the most secure option, and can do away with key cards altogether, as some systems allow guests to use their own phones as keys.

What is the security on a hotel key card – how can you tell whether your hotel keys are NFC or RFID? There’s no real way to tell which technology a card uses beyond asking the hotel, unless you can use your phone as a key, in which case it’s NFC.

What are the advantages of electronic key cards in hotels?

As mentioned above, by implementing key cards hotels can enhance their security, internal operations, and the guest experience.

Are hotel key cards reused?

Yes, hotel key cards are reused, but the information on the card is generally wiped at checkout and reloaded at check-in. Hotel key card holders can make cards last longer.

Can hotel key cards go in water?

Yes, for the most part hotel key cards are waterproof, and even paper-based hotel key cards can get wet if they’re kept in waterproof hotel key card sleeves.

How long do hotel key cards last?

The lifespan of hotel key cards can vary dramatically, particularly given they’re more likely to be lost than to wear out. RFID and NFC cards last longer than magnetic strip cards, and the use of hotel key card envelopes can extend the life of all card types.

“SiteMinder’s channel manager has streamlined our bookings and inventory management. It’s especially improved efficiency, since it allows us to manage four properties at once by eliminating manual updates.”

Alexandra Rolton,

Strategic Sales & Key Account Manager

Brady Hotels & Apartments

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How do hotel key cards work?

Generally a hotel will encode room number, access permission and date information onto a key card at check-in, using a data system connected to the hotel management software. This information is then erased at check-out

Scale key card systems across multiple properties

If you have multiple properties, you want to ensure that you offer a consistent guest experience, so once you’ve proven the key card system at one site, implement it across all of your properties.

Enhance guest experiences with hotel key cards

Personalise the access that a guest has to on-site amenities. Brand your key cards to maximise your exposure. Use NFC technology to interact with your guests through their phones.

Address operational challenges

A reliance on technology means a reliance on electricity – so what happens when the power goes out? Train your staff on your backup plans in cases of outages and malfunctions.

Balance cost, scalability and sustainability

Consider the following when choosing your preferred key card solution:

• Cost: Consider upfront costs, ongoing costs, and the potential savings that a high-end system could generate.
• Functionality: What system offers all the functionality you need, or you may need in the future? NFC technology could prove a worthwhile investment.

• Scalability: Consider how easy each system is to scale across multiple sites.

• Sustainability: Explore environmentally friendly options like biodegradable and renewable key cards, particularly if your target market is eco-conscious.

Integrate hotel key cards with property management systems

You need to ensure your chosen key card system – whether OpenKey, Wieldy, or any other option – can be integrated into your current hotel tech stack, particularly your PMS.

And in SiteMinder, you have a hotel revenue and distribution platform that integrates seamlessly with the world’s most popular key card systems.

A unified inbox allows you to combine all of your communications into a single view. Typically referring to email, a unified inbox brings different accounts together so you can easily see where you have new messages and switch between accounts to send responses.

An example might be an instance where you want to view Gmail, Outlook, and iCloud in the same place, without the hassle of logging in and out constantly.

Some inboxes may even be designed specifically for accommodation businesses and be able to unify different types of communications such as email, sms, and messaging apps.

This blog will give you a full overview of unified inboxes and how to achieve a seamless messaging hub at your hotel, enhancing guest experience and efficiency in the process.

Why is it important for property management to have a unified inbox?

Your property management will be much improved with a unified inbox. A hotel is a busy place and a challenge to manage even at the best of times. You don’t want to spend valuable minutes on the frustrating task of checking too many accounts and apps to track guest messages and communications.

Not only will this bog down your efficiency, but it could result in you missing a vital piece of information or an important request. Ultimately, miscommunication can lead to an unsatisfactory guest experience and reduction in your reputation and revenue.

It doesn’t take much for some problems to snowball, so having a unified inbox is important for preventing these issues in the first place.

Guest messaging made fast and simple

With SiteMinder’s platform, you’ll be able to engage with guests in the way you want to, all from one place. With key messaging features and seamless integrations, your guest interactions will be better than ever.

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The impact of a unified email inbox for hotels

Email is still a hugely popular way for guests to book their stay. It’s also very common that guests will use email to send you queries, requests, and feedback. Likewise, you can use email to provide guests with key information, offer upsells and extras, and request reviews.

A unified email inbox will help ensure that your hotel doesn’t miss any guest communications and can respond to queries in a timely manner. Nothing is more anxiety-inducing for a guest than to be left waiting, not knowing if their email was received or read.

When you consider that 3-in-4 customers say that a bad interaction with a business can ruin their day and 73% will switch to a competitor after multiple bad experiences, a unified email inbox will contribute to making sure your guest messaging strategy is airtight.

In the same way, a unified hub for SMS messaging can be just as powerful and effective for your hotel’s relationship with guests.

Complete benefits of an SMS messaging hub

An SMS messaging hub has benefits simply by existing. Knowing that 40% of customers want multiple options to communicate with a business, an SMS messaging hub gives your hotel’s guests an alternative to email where they can quickly send and receive messages for simple questions or requests.

In fact, these days many customers prefer to send a text message than call or send an email, since it’s fast and convenient – and they know they’ll be alerted as soon as there is a response without having to wait on the line or open up their email.

With an SMS messaging hub your hotel will be able to:

• Send messages in bulk to multiple recipients
• Track and analyse SMS messages in one place
• Send reminders and notifications
• Provide customer support
• Implement marketing campaigns
• Collect feedback

You might even be able to use text messaging internally at your hotel, to coordinate staffing, housekeeping, and department operations.

What to look for in a unified messaging hub solution

If you’re looking to create or implement a messaging hub solution at your hotel, it’s important to research carefully based on your specific requirements. For a hotel, it will be important to use a provider that can create a centralised location for all types of guest communications.

Here are some boxes you should be looking to tick:

Best unified inbox

Does the solution offer a best-in-class unified inbox by which you can manage all incoming and outgoing communications across email, SMS, messaging apps like WhatsApp, social media, and even distribution channels such as Airbnb?

Routing

Routing can be important if you want different messages to go to various different people, so the appropriate staff are handling specific queries.

Automation

Being able to pre-define responses for common queries and frequently asked questions will help streamline your communications and save a lot of time.

Templates  

Messaging templates for particular scenarios and message types will also help you become more efficient but also allow you to be more effective and execute strategies easier.

Reporting

You need detailed insights to know whether your communications are being received, read, and acted upon, as well as how positively or negatively customers feel about the service.

Integrations

Can the solution integrate with other systems you wish to use or that will complement the existing service?

Beyond this, it’s important that your solution provider gives you a user-friendly experience with adequate support and security against data leaks or compliance requirements.

By carefully evaluating these factors, you can select a messaging hub solution that empowers your hotel, improves customer satisfaction, and drives business growth.

“SiteMinder’s user-friendly nature is invaluable in optimizing my productivity and overall work experience, making it an indispensable asset to my daily operations. My association with SiteMinder has been nothing short of exceptional, and I am thoroughly content with the current state of the platform.”

Heather Minyard,

Director of Commercial Strategy

Smoky Mountain Resorts

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How to create a unified inbox using hotel tech

Across the hotel technology industry there are many solutions that will help you create a unified inbox or messaging hub at your property.

If generic business solutions or your chosen property management system are unable to fulfil all your needs, you can look at at using:

Hotel apps

There are hotel apps available for integration that are specifically focused on guest messaging and communication services. You can plug these into your existing tech stack to achieve your desired outcome.

Hotel experts

A whole ecosystem of hotel experts and consultants exists which you can use to find partners that will help you find and implement the best unified inbox solution for your hotel. There are plenty who specialise in websites and digital marketing which will be able to cater to your unique needs.

A hotel platform

A hotel platform will often provide a centralised control hub for all of your hotel’s operations. It may include features that focus on guest engagement and messaging, or provide seamless integrations to the industry’s leading solutions in the space.

The best hotel platforms will also give you easy two-way connectivity to your property management system and online distribution channels.

So how can a unified hotel platform deliver the necessary messaging hub capabilities that your business needs?

A hostel is a type of accommodation that offers travellers an affordable stay and more opportunities to socialise with fellow guests.

What is the easy definition of a hostel? It’s simply a cheaper and more communal version of a hotel. Some hostels also offer long-term lodgings.

Why is it called a hostel? The word has roots in Latin and Old French, having been used to describe a place offering shelter, often shared, to travellers.

Is a hostel like a dorm?

Hostels traditionally offer shared sleeping quarters, called ‘dorms’. These rooms can have anything from three to dozens of beds, and offer travellers that cheaper, more communal and more social experience that hostels are known for.

Many properties also offer private rooms. What is a private room in a hostel? It’s essentially a hotel room within a hostel – sometimes minus a private bathroom – which gives a guest an opportunity to enjoy the social aspects of a hostel, while still retaining a level of privacy.

What is a hostel like to stay at? For a certain type of traveller, hostels are the ultimate type of accommodation, offering plenty of fun at a far lower price than any other type of property.

In this guide we’ll take a closer look at hostels: how they work, who they target, and what other types of properties can learn from them.

Difference between a hostel and a hotel

Is a hostel a hotel? No, not quite. The main difference is the communal nature of a hostel. While hotel guests largely keep to themselves, apart from potential interactions at on-site bars, pools and other communal areas, hostel guests tend to sleep, cook and relax together.

This privacy aspect is also the main difference between a hostel vs Airbnb, although some small, independent, boutique hostels may be allowed to offer beds through the Airbnb platform.

What is the purpose of a hostel?

The purpose of a hostel is to help guests save money, both through lower room rates and (usually) through the opportunity to cook for themselves using shared kitchen facilities, while granting them the opportunity to meet and mingle with other travellers.

What is a hostel room good for on the business side? Put simply, a dorm gives a property owner the chance to fit more people into their property, and to potentially make more money doing so. Hostels are also just fun businesses to be involved in!

Why do people stay in hostels?

Hostels are particularly popular with younger, budget-conscious travellers who are happy to enjoy more basic amenities. What are the benefits of staying in a hostel? Backpackers on longer trips can make their money stretch further while meeting like-minded people.

Why are hostels so cheap?

Simple: economies of scale. A hotel room for two can be converted into a hostel dorm for four, six, or maybe even eight. While a hostel might charge each of its guests far less, it can ultimately make more money by fitting in a greater headcount.

What is it like to stay in a hostel? Quality properties can offer a surprisingly luxurious experience! Many modern hostels offer privacy curtains on their dorm beds, while lower bed counts and female-only dorms can also make a stay more comfortable.

Win more direct reservations for your hostel with SiteMinder

Lower rates mean tighter margins for hostels. But with the help of SiteMinder you can maximise your profits, through direct bookings that sidestep OTA fees.

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Types of hostels

Hostels come in a few different categories, although there are areas of overlap for the types of hostel listed below (and many hostels might describe themselves as all three).

What is a youth hostel?

Youth hostels specifically cater to younger travellers. Some actually have age restrictions, only accepting bookings from guests who are younger (typically under 35).

What is a party hostel?

Party hostels are unashamedly social. They tend to have bars, and host on-site events most nights of the week. They will often organise tours of the local nightlife too.

What is a backpackers hostel?

Backpacker hostels cater to the long-term budget traveller. These hostels are often more economical, and usually offer guests a shared kitchen where they can cook their own meals.

Key features of a hostel: Room and house

What features define a hostel? A few include:

• Size and space: With a focus on fitting more guests in, hostels tend to be more compact and tightly packed than hotels. The challenge for property owners is to make the most of what you’ve got.
• Cleanliness and comfort: These two simple features are perhaps the most important for any hostel guest – they don’t ask for much, but they do want the property, particularly beds, dorms and kitchen, to be clean and comfortable.
• Amenities: Common hostel amenities include shared kitchens, pools, on-site bars, and communal relaxation areas.
• Privacy: In recent years many hostels have been offering guests greater levels of privacy by adding curtains or screens to hostel beds.
• Security: Many hostels give guests cards that grant access to their dorm and the hostel outside of reception hours. In-dorm lockers are also a must-have.
• Activities: Walking tours, game nights, family dinners and nights out as a group are great ways to build a sense of community within the hostel.

Examples of hostels around the world

Now that we’ve answered the questions “what is a hostel house?” and “what is a hostel room?”, let’s look at a few real-world examples from across the globe.

Hostels in Europe

• Pfefferbett Hostel, Berlin: What is a hostel in Europe that’s kicking goals? As perhaps the coolest hostel in one of the world’s coolest cities, it’s hard to go past Pfefferbett.
• Ostello Bello, Milan: Located in the heart of Milan, Ostello Bello is a vibrant hostel that was recently nominated as the best in Italy.

Hostels in the UK

• Seadragon Backpackers, Brighton: This boutique hostel pairs homely comfort with clever tech, including smart locks that grant property and dorm access with a smartphone.
• Castle Rock Hostel, Edinburgh: What is a hostel UK hoteliers can aim to replicate? Look no further than Castle Rock, which is continually voted Edinburgh’s best hostel.

Hostels in Spain

• The Central House Barcelona Gracia: Sleeping is optional at Central House, a beautiful property that feels like the answer to the question “what is a hostel in Spain supposed to look like?”
• Onefam Centro, Sevilla: This popular and ultra-social hostel hosts group activities every day and night.

Hostels in the USA

• California Dreams Hostel, San Diego: What is a hostel in the USA that captures the Californian vibe? Look no further than California Dreams, located steps from the beach.
• Generator Miami: A hostel in Florida that takes style to the next level, here you’ll enjoy budget yet boutique surroundings in the heart of Miami Beach.

Hostels in New York

• Chelsea International Hostel, 20th Street: What is a hostel in New York that almost any traveller could afford? This hotel, one of the city’s first, could be the answer.
• HI NYC Hostel, Amsterdam Avenue: This hostel offers a sprawling array of comfortable room options, and is part of Hostelworld’s Best Hostel Network in North America (2024).

Hostels in Australia

• Wake Up! Sydney: Located in the heart of the CBD, Wake Up! Sydney offers comfortable quarters and easy access to all the city’s most famous sights.
• Gilligan’s, Cairns: What is a hostel in Australia that’s not a hostel? Part hotel, part resort, all fun, Gilligan’s gives guests the best of every type of property.

Hostels in Japan

• UNPLAN Shinjuku, Tokyo: What is a hostel in Japan that gives you a distinct Tokyo experience? From the pod beds to the integrated tech, our pick is UNPLAN Shinjuku.
• The Evergreen Hostel, Hiroshima: Cosy and traditionally appointed, Evergreen in Hiroshima is also just five minutes’ walk from The A-Bomb Dome.

“Since implementing SiteMinder, our operations have undergone a remarkable transformation. SiteMinder has revolutionised our approach to channel management and proven to be the ultimate solution for our challenges with availability, inventory, and OTA management.”

Pawarisa Hirantanes,

Corporate Director

Chatrium Hotels & Residences

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Strategies to implement hostel-style elements

By taking a bit of inspiration from how hostels operate, and implementing hostel elements within your property, you grant yourself the opportunity to attract a large demographic of travellers that you may never have attracted before. Here are a few ways to do just that.

Create inviting communal spaces for social interaction

Lounges, shared kitchens, pool areas and on-site bars can encourage guests to interact. Human connections can greatly enhance the guest experience, and they do so with minimal effort from your side – all you need to do is provide the space for them to happen.

Diversify room options to attract a wider range of travellers

Consider adding discounted dorm beds to your room offerings. Or perhaps a private room with a shared bathroom. These options can help you attract a wider range of travellers.

Appeal to digital nomads and long-term guests

Create co-working spaces where digital nomads can work and network. Offer the fast and reliable internet that modern remote workers need.

Use efficient property management practices

In search of greater efficiency, hostels often lead the way in terms of tech. Consider implementing mobile check-in and self-service options, or streamlining guest communications through a dedicated tool.

Set flexible and competitive pricing models

Use a business intelligence tool to understand the room or bed rates that will earn you more bookings while making you more money. Save on OTA fees by offering direct bookings, and do all that you can to guide guests toward that booking option.

For modern properties, enhancing operational efficiency and pricing your beds smarter than your competitors is only possible with the help of smart tech – which is where SiteMinder comes in.

A hotel franchise is a business model where an independent hotel owner operates under the brand and management system of an established hotel chain. In exchange for fees, the franchisor provides access to brand recognition, marketing resources, reservation systems, and operational support.

Franchising a hotel offers a powerful way to grow your business, boost visibility, and leverage established brand support. Whether you’re an independent hotel owner looking to scale or a medium-sized chain operator exploring franchising, this guide will help you understand the key benefits, costs, and opportunities in hotel franchising.

What is the purpose of hotel franchising?

The purpose of franchising is to create a win-win situation for both the hotel owner and the franchisor. Owners benefit from established systems and brand credibility, while the franchisor expands its market presence without directly managing all properties.

In this blog we’ll outline everything you need to know about franchising a hotel, including examples.

Why is owning a hotel franchise better?

Owning a hotel franchise can offer a range of advantages over operating as an independent property. By joining a franchise, hotel owners can tap into proven systems and gain a competitive edge in attracting and retaining guests.

What are the benefits of a hotel franchise?

Joining a hotel franchise can offer significant advantages that help property owners attract more guests, streamline operations, and increase revenue. Here’s a look at some of the key benefits:

• Increased visibility through brand recognition: Being part of a well-known brand instantly boosts your hotel’s credibility and visibility in the market. Guests often trust familiar names when booking accommodation, and a strong franchise brand can draw bookings that might be harder to secure as an independent hotel. Your property benefits from the global reputation and marketing reach of the franchise.
• Access to loyalty programs: Many hotel franchises offer robust loyalty programs that encourage repeat bookings. These programs connect your property to a network of returning guests who prefer to stay within the brand. By leveraging these
  established programs, you can attract and retain a steady stream of loyal customers.
• Operational support and training: Franchisors typically provide comprehensive training programs and ongoing operational support. This includes resources like standard operating procedures (SOPs), staff training materials, and guidance on running a successful hotel. For new or less experienced operators, this support can be invaluable in improving efficiency and maintaining high service standards.
• Marketing and advertising power: Franchises handle large-scale marketing campaigns that your hotel automatically benefits from. Whether it’s digital ads, social media promotions, or television commercials, these campaigns help drive traffic to the franchise brand and, in turn, to your hotel.
• Group purchasing power: Franchises often negotiate bulk purchasing deals with suppliers, allowing you to save on everything from furnishings to cleaning products. This purchasing power helps reduce operating costs, enabling you to allocate resources to other areas of your business.
• Improved guest trust and satisfaction: Guests often expect a consistent experience across franchise properties. By aligning with the brand’s standards for quality and service, your hotel can meet guest expectations more effectively, leading to higher satisfaction and better reviews.
• Access to industry insights and benchmarking tools: Franchisors typically provide data-driven insights and benchmarking tools to help you analyse your hotel’s performance. This allows you to identify strengths, address weaknesses, and make informed decisions about pricing, services, and operations.

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Hotel franchise cost and other fees

Franchising involves costs that vary by brand and contract terms. These typically include:

• Initial franchise fees: Initial fees can range from tens to hundreds of thousands of dollars, depending on the brand’s reputation, market reach, and the property type. Budget brands like Motel 6 often have lower fees compared to luxury chains like Hilton or Marriott.
• Royalty fees: Royalty fees typically range from 4% to 6% of revenue and are paid regularly, often monthly or quarterly. These fees cover the cost of maintaining the brand’s infrastructure, such as reservation systems and operational support.
• Marketing contributions: These fees, usually a percentage of revenue, are used for brand-wide advertising campaigns, digital marketing initiatives, and loyalty program promotions. While marketing contributions ensure strong global visibility, it’s important to understand how these funds are utilised and the specific benefits your property receives.

Other fees may include reservation system fees, training and support fees, and property improvement plan costs (if you are converting an existing hotel into a franchised property and require upgrades to meet franchise requirements).

What are the most profitable hotel franchises?

Choosing a profitable hotel franchise is critical for ensuring a strong return on investment. Profitability often depends on factors like brand recognition, guest loyalty programs, operational support, and market demand. Here’s a closer look at three of the most profitable hotel franchises:

Marriott International

With over 30 brands under its umbrella, including luxury names like Ritz-Carlton and affordable options like Fairfield Inn, Marriott International offers unparalleled flexibility for franchisees.

Marriott’s Bonvoy loyalty program is one of the most extensive in the world, driving consistent guest loyalty. Marriott’s strong focus on technology, marketing, and operational training makes it a top choice for franchisees looking to maximise revenue.

Hilton Worldwide

Hilton has built a reputation for innovation and guest satisfaction across its portfolio of brands, which includes Hilton Garden Inn, Hampton by Hilton, and the iconic Waldorf Astoria.

Hilton’s Honors loyalty program connects franchisees with millions of repeat customers, and its robust digital tools make it easy to manage operations, bookings, and revenue. Franchisees also benefit from comprehensive training and ongoing support tailored to their market.

Wyndham Hotels & Resorts

Wyndham caters to budget-friendly and midscale markets with brands like Super 8, Days Inn, and La Quinta. This makes it an ideal choice for owners of small to medium-sized hotels.

With a lower cost of entry compared to luxury brands, Wyndham provides reliable profitability through its efficient reservation systems and established reputation in key markets. Its Rewards loyalty program ensures repeat business, and its streamlined franchise model keeps operational costs manageable.

How to franchise a hotel: A step-by-step buyer’s guide

Franchising your hotel can feel like a complex process, but breaking it down into clear, actionable steps makes it more manageable. Here’s a comprehensive guide to help you navigate the journey from research to joining a franchise successfully.

Assessing franchise costs and fees

The first step in franchising your hotel is understanding the costs involved. These typically include:

• Initial franchise fees: This one-time cost grants you access to the franchise’s brand, systems, and resources. Compare the fee across multiple franchises to find one that aligns with your budget and revenue potential.
• Royalty fees: Ongoing payments, often calculated as a percentage of revenue, support the franchisor’s operational systems and ongoing improvements. Consider how these fees will impact your profit margins.
• Marketing contributions: These fees fund the franchise’s collective marketing efforts. Ensure the brand has a proven record of effective campaigns that will benefit your property.

Budget carefully to ensure the projected revenue uplift will offset these costs and provide long-term profitability.

Negotiating favourable franchise contract

Franchise agreements are legally binding and often lengthy, so understanding the terms is critical. Focus on negotiating aspects like:

• Territory exclusivity: Ensure your franchise will have sufficient market protection to avoid competition with other properties under the same brand in your area.
• Termination clauses: Clarify conditions for ending the agreement early to avoid financial penalties if unforeseen circumstances arise.
• Performance metrics: Discuss realistic goals for revenue and occupancy. Aim to include flexibility if market conditions change.

Working with a legal or franchising expert can help you identify areas to negotiate and secure favourable terms.

Analysing franchise performance metrics

Research the franchise’s historical performance and success rates to evaluate its suitability for your property. Key metrics to review include:

• Average occupancy rates: Compare these figures with similar hotels in your market to ensure the franchise offers a competitive advantage.
• Revenue per available room (RevPAR): This metric reveals how effectively the franchise drives revenue across its properties.
• Guest satisfaction ratings: Consistently high ratings indicate strong brand loyalty and effective operational practices.

Look for data that demonstrates the franchise’s ability to increase profitability while maintaining guest satisfaction.

Understanding franchise agreement terms

Franchise agreements outline the rights and responsibilities of both parties. Pay attention to:

• Contract length: Most agreements last 10–20 years, so ensure you’re comfortable with this long-term commitment.
• Renewal conditions: Understand what’s required to renew the agreement and whether you’ll need to pay additional fees.
• Brand standards: Franchisors often require strict adherence to their brand guidelines. Assess whether these align with your property’s capabilities and goals.

Having a clear understanding of these terms will help you avoid surprises and maintain a positive relationship with the franchisor.

Considering multi-brand franchising strategies

If you own multiple properties, consider diversifying with different brands under one parent company. This approach allows you to:

• Target varied market segments: For instance, one property can cater to budget travellers while another focuses on luxury guests.
• Reduce risk: Diversifying across multiple brands reduces reliance on one market or demographic.
• Maximise market coverage: Multi-brand strategies help you capture a broader range of guests in your region.

Some franchisors, like Marriott or Wyndham, offer a portfolio of brands that make multi-brand franchising more accessible.

“People who have used numerous systems will find SiteMinder to be extremely user-friendly. Compared to the other complicated systems, it is just so simple to use. When we expand our hotel to other areas, SiteMinder will again be our first choice.”

Pichata Ritchie,

Cluster E-commerce Manager

VALA Hua Hin – Nu Chapter Hotels

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5 best hotel franchise opportunities

If you’re considering franchising, these five hotel brands are some of the best options available. They cater to a variety of property types and market segments, making it easier to find one that aligns with your business goals and target audience.

1. Motel 6

Motel 6 is a well-known budget-friendly franchise that appeals to cost-conscious travellers. It’s ideal for owners looking to attract a steady stream of guests without the need for extensive amenities or services. The franchise offers:

• Affordable franchise fees and operational costs, making it accessible for smaller properties.
• A strong, recognisable brand that draws travellers seeking affordable stays.
• Marketing and operational support to streamline guest acquisition and retention.

Motel 6 is a smart choice for hotel owners who want a straightforward, reliable model focused on affordability and simplicity.

2. Days Inn

Days Inn is a family-friendly brand under the Wyndham Hotels & Resorts umbrella. It’s known for providing consistent, comfortable accommodations at an affordable price point. Benefits include:

• A wide network of loyal customers thanks to Wyndham’s loyalty program.
• Access to reservation systems and marketing tools that simplify operations and boost visibility.
• Support for implementing modern design upgrades to stay competitive.

This franchise is a great fit for properties located near highways, airports, or family travel destinations.

3. Super 8

Super 8 is one of the largest economy hotel brands, catering to budget travellers who prioritise value over luxury. It’s a strong option for small hotel owners who want a trusted name with minimal operational complexity. Highlights include:

• Cost-effective franchise fees and royalty structures.
• A focus on efficient design and operations to maximise profitability.
• Global brand recognition, ensuring consistent occupancy across diverse markets.

Super 8’s simplicity and affordability make it an attractive option for first-time franchisees or those operating in highly competitive areas.

4. Extended Stay America

Extended Stay America focuses on longer-term stays, appealing to business travellers and guests on extended trips. This niche segment offers unique advantages, including:

• A stable revenue model based on extended bookings, reducing reliance on nightly turnover.
• Suites designed with kitchenettes and workspace areas, catering to modern traveller needs.
• Strong brand recognition among corporate and relocation clients.

This franchise is perfect for properties located near business districts, universities, or areas with high relocation activity.

5. Choice Hotels International

Choice Hotels International offers a diverse portfolio of brands, from economy to upscale, giving franchisees flexibility to find the right fit for their property. Notable benefits include:

• Access to one of the largest loyalty programs in the industry, Choice Privileges.
• Comprehensive support for marketing, distribution, and operational efficiency.
• A range of brand tiers, including Comfort Inn, Sleep Inn, and upscale options like Cambria Hotels.

Choice Hotels is ideal for owners seeking scalability and the ability to cater to a variety of guest demographics.

A BEO is a document that outlines event details, and is used by hotels, catering companies and hospitality professionals to coordinate and execute events.

What does BEO stand for in events? That would be ‘banquet event order’ – ‘banquet’ used here as a synonym for an event, rather than as a food and beverage-specific term.

Now that we have a banquet event order definition, what is an example of a banquet event order? A BEO is typically created by the hotel in collaboration with the client, and lists information like:

• The event date, time and location
• The number of guests and seating arrangements
• Menu items and timing for food and beverage service
• Room setup, audiovisual requirements and décor
• Any other specific instructions that ensure the event flows smoothly

Is a banquet event order a legally binding contract?

Yes, a BEO contract is usually a legally binding document once it has been signed by both the hotel and client.

In this guide we’ll take a closer look at BEOs, to answer such questions as ‘what is a banquet event order used for?’, and ‘how do you prepare a banquet event with the help of a BEO?’

Why are banquet event orders important for hotels?

A BEO in hospitality brings much-needed clarity to the often complex task of running an event.

A BEO is an agreement between client and hotel. The client signs off on the specific details of the event, and agrees to the hotel’s terms and conditions, while the hotel is given a clear list of responsibilities to fulfil.

What is a banquet event order vs catering event order?

While the term ‘catering event order’ is sometimes used in place of ‘banquet event order’, it usually refers to a specific type of BEO that describes the catering needs of an event.

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Who creates the banquet event order?

BEOs are created by the hotel in collaboration with the client, who signs off on the document once all relevant details have been collected and collated.

Step-by-step guide to creating a banquet event order

How do I create a banquet event order? A BEO/catering event order can be built by following these simple steps:

Start with the key components of a banquet event order

Begin with a hotel BEO meeting between you and the client, where you establish essential details like the event date, location, guest count, menu and setup requirements.

Remember the most important detail in a banquet event order

Guest count is often seen as the most crucial BEO detail, because it affects venue size, seating arrangements, food and beverage quantities and more. Work to get a very specific number from your guest.

Consider legal compliance for banquet event orders

Ensure the BEO meets any relevant legal requirements, such as health and safety standards and alcohol service laws, to avoid potential liabilities.

Avoid the common mistakes when creating a BEO

Double-check every detail to prevent simple errors like mis-timings, unsigned documents and special requests being overlooked.

Training hotel staff on effective BEO management

Train staff on how to read and execute BEOs to ensure every event is delivered smoothly and successfully.

Banquet event order example for hotels

Looking for a more specific BEO example? Imagine a tech company’s corporate awards dinner hosted in the grand ballroom of a hotel.

There are 200 expected attendees, with the event scheduled from 18:00 to 23:00. The BEO includes specific details on key moments: welcome drinks with hors d’oeuvres from 18:00 to 19:00, a three-course seated dinner beginning at 19:15, and a brief awards presentation at 20:30.

The document specifies the ballroom layout with round tables for 10. It lists a podium and audiovisual support for the presentations. Special dietary requests are noted for certain guests.

Signed by both the client and hotel, the BEO serves as the guiding document for the hotel, and more specifically the event team.

Banquet event order template for hotels

A (very basic) BEO sample template for the event above might look something like this:

Event information

• Event name: Corporate Awards Dinner
• Date: 15 November 2024
• Time: 18:00 – 23:00
• Location: Grand Ballroom
• Client contact: Sarah Johnson, +00 000 000 000

Guest details

• Guest count: 200
• Seating: Round tables for 10

Event schedule

• Reception: 18:00 – 19:00
  • Cocktails, wine, soft drinks, hors d’oeuvres
• Dinner: 19:15
  • Three-course meal (starter, main, dessert)
• Awards Presentation: 20:30
  • AV: Podium, projector, screens

Special requests

• Dietary needs: Noted per guest requests

Client approval

• Signature: ____________

Date: ____________

“The collaboration with SiteMinder’s GDS platform has significantly boosted Urban Rest Group’s visibility among global travel agents and positioned it for continued success.”

Cody Walker,

Revenue Performance Director

Urban Rest

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Software solutions for managing banquet event orders

A simpler answer to the question of ‘how to BEO’ is with the help of banquet event order software. The best purpose-built BEO tools will offer:

• Event scheduling and calendar integration
• Customisable templates
• Client and guest management features
• Menu and inventory management
• Real-time updates and collaborative tools
• Reporting and analytics

BEO software example 1

Planning Pod is a BEO tool designed to keep your entire team in sync before, during and after an event. It allows you to build custom BEO templates and share detailed banquet event orders with staff, suppliers and clients.

BEO software example 2

Built specifically for hotels, Tripleseat is event management software that boasts 200,000 users, and that promises to boost your hotel’s event revenue by over 30%.

But beyond BEO-specific solutions, fully capitalising on the opportunities presented by events also demands the implementation of capable revenue, distribution and management tools. That’s where SiteMinder comes in.

Hotel lobby design is the practice of creating a welcoming, functional and beautiful hotel entrance that enhances both the guest’s first impression of your hotel and their overall experience.

A hotel lobby is the main entrance and central space where guests are welcomed, can spend time to relax, and be checked in.

What is the purpose of a hotel lobby?

A hotel lobby is the entrance and hub of a property. It’s where guests are welcomed and checked in, and it also serves as a transitional space for guests who are exploring the local area.

Hotel lobbies tend to be comfortable and stylish, with seating areas, concierge services, and sometimes amenities like bars, cafes or lounges, which turn the area into a social hub too.

In this guide we’ll take a closer look at hotel lobbies, to understand why they’re so important, and how to plan and design yours.

What is the importance of hotel lobby design?

Hotel lobbies form a guest’s all-important first impression of your hotel. A beautiful, functional and unique hotel lobby ensures that the first impression is a good one, and that it lasts. When a guest thinks about where they’d like to go for their next trip, or if a loved one asks for a hotel recommendation, your property will be front of mind.

In this way a hotel lobby can be seen as a compelling branding opportunity. By featuring your brand colours, and by placing your hotel logo in a prominent location, you can make your hotel more memorable to guests.

Then there’s the experience that you offer in your lobby. By making the space a social hub through shared amenities like cafes and bars, you increase the opportunities for your guests to have a memorable experience in the space.

Enhance your customer experience with SiteMinder

A well designed lobby sets the scene for a great stay and the best technology helps drive it home. From guest engagement to key integrations, SiteMinder ensures that you can deliver.

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Hotel lobby design ideas: How should a hotel lobby be planned?

Hotel lobby design projects demand careful consideration. A quality space will offer beauty, functionality and uniqueness, all while reflecting the character of your hotel. Here are a few key design considerations:

Reflect brand identity in lobby design

Hotel branding can be incredibly powerful, so it’s important that you invest in developing your logo and colour palette, which you can feature prominently in your lobby to make it more memorable. You can then go a step further, reflecting your brand in the furniture, décor and signature scents that you choose. You might even consider commissioning bespoke art pieces that align with your brand.

Create the right mood with colour psychology

Think beyond your brand colours, to how colour alters how a guest perceives your lobby. Soft neutrals like beige and grey are welcoming and relaxing. Deeper hued accents, like navy or emerald green, can add sophistication. Brighter touches, like yellow and orange, can make the space feel positive, energetic and fun.

Achieve a high-end look on a budget

High-end design doesn’t need to come with a high-end price tag. You can lift the look and feel of the entire space by carefully selecting a few high-quality focal pieces, from art to furniture, then using strategic lighting and more affordable luxury materials to decorate the rest of the space.

Consider thoughtful wall design

Your walls are a canvas, you’re the artist. Choose art that aligns with your brand and the broader feel of your hotel. Consider local pieces that showcase the culture and history of your area. Replace plain wall paint with texture, or install touch screens to create interactive walls that offer maps, information or entertainment to guests.

Design for efficiency to enhance guest flow

Good hotel lobby design allows guests and staff to move effortlessly through the space, while reducing congestion, queues and wait times. Clever lighting and floor design can subtly guide guests to where they need to be. Provide clear signage for guests, including dedicated luggage drop-off areas that keep pathways clear. Place your check-in desk in a prominent location.

Incorporate tech for better guest experience

Consider adding self-check-in kiosks to reduce congestion, queues and wait times. Wall-mounted digital displays can offer key guest information, and can help you upsell guests by highlighting key hotel services. Smart lighting systems, meanwhile, can adapt to changing natural light throughout the day, to ensure the lobby always feels welcoming.

Hotel lobby design requirements: What should be included in a hotel lobby design?

What does a quality hotel lobby look like? Consider the following elements:

Hotel entrance lobby design

Lobbies tend to form the main entrance of a hotel, so you should aim to create a welcoming first impression. Provide a clear layout (signposted where necessary) with easy access to check-in areas. Automatic doors and a wide entryway can ensure the smooth flow of guests.

Hotel lobby ceiling design

Clever ceiling design, such as coffered ceiling panels and suspended lighting, can create a sense of space and sophistication in your lobby. Sound-absorbing materials can enhance the acoustics to create a quieter and more comfortable environment.

Hotel lobby wall design

Your lobby walls should reflect the character and style of your hotel through elements like artwork, textured finishes and embedded or wall-mounted tech. This is a high traffic space, so choose durable materials.

Hotel lobby sofa design

Comfortable, stylish, durable sofas give guests a nice place to relax or wait. Arrange your sofas in social clusters capable of hosting large groups. Aim for a layout that encourages guests to socialise and grants easy movement through the space.

Hotel elevator lobby design

The elevator lobby should have clear signage and lighting to guide guests efficiently to lifts, minimising wait times and confusion. Incorporating seating near the elevators and mirrors for added light can make the space feel spacious and comfortable.

“Since we started using it ourselves, we have experienced increased visibility for our hotel. We are grateful for the decision to switch to SiteMinder, as it has provided us with more valuable time to focus on guest satisfaction.”

Benjamas Kitsaengklai,

Assistant General Manager

Ping Nakara Boutique Hotel and Spa

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Best hotel lobby design trends: How to design a welcoming hotel lobby

Looking for the latest in lobby design? The following trends ensure your hotel looks incredible and provides a warm welcome to guests.

Simple hotel lobby design

Minimalist lobbies aren’t just cost-effective – they’re fashionable too. Uncluttered layouts, neutral colour palettes and functional furnishings make guests feel at ease. Plants and natural lighting can add warmth and make your space more inviting.

Luxury hotel lobby design 

Luxury lobbies place an emphasis on elegance. High-end materials like marble and velvet offer an opulent look and feel, while plush seating and statement decor add comfort and interest. Emanate exclusivity and sophistication through rich colour schemes and carefully curated artwork.

Modern hotel lobby design

Modern lobbies are all clean lines, open spaces and innovative technology. Bold accent colours and creative lighting choices can make the space pop, while digital check-in kiosks add convenience for guests.

Boutique hotel lobby design

Boutique hotels are defined by their designs, though these can vary dramatically from hotel to hotel. The focus should be on unique and eclectic design and decor that reflects the character of your hotel.

Beach hotel lobby design

Beach hotel lobbies feature light and breezy decor. Blues and whites tend to dominate the colour palette, while natural materials like timber and rattan bring the outdoors indoors. Large windows, airy layouts and plenty of tropical foliage can add to the relaxed feel.

No matter the space you have to work with, the theme of your hotel, or the guests you hope to attract, the goal of your hotel lobby remains the same: maximise customer satisfaction. 

But in reality the physical building can only enhance the guest experience by so much – the rest is up to the team that works inside. And their job is made so much easier when they’re armed with the right tools.

Case in point: SiteMinder.

Hotel insurance is a specific type of insurance designed to give hospitality businesses monetary protection against various risks and liabilities. It’s essentially a safety net that allows hoteliers to protect their property from unforeseen circumstances such as damage or theft. Having insurance can go a long way to help ensure that your hotel can enjoy long-term success.

Given that hotels can be unique accommodations and physical buildings, insurance policies will often also take into account all the different amenities and spaces within the property too. This might include the bar, gym, pool, and conference rooms.

How much does hotel insurance cost?

The cost of hotel insurance has no definitive number, since there are so many variables based on the unique circumstances of your hotel and the types of insurance you’ll need or choose.

The cost of your insurance will largely depend on:

• Size of your hotel: Larger hotels generally require higher coverage and therefore higher premiums.   
• Location: Is your property in a high-risk area (e.g. natural disasters or crime)? If so, the insurance costs will likely be higher.
• Hotel type: A budget hotel will have a different profile to a luxury hotel for example, and will have different insurance cost outcomes. 
• Coverage limits: The amount of coverage you choose will impact the premium. Higher coverage limits typically result in higher premiums.   
• Deductible: A higher deductible can lower your premium but means you’ll pay more out of pocket for claims.
• Provider: Not all insurers have the same structures or assessments, so you’ll need to do some research.

As a general guide, a very small B&B might only have insurance premiums of less than $5,000/year, while a larger luxury property might be paying $20,000+.

For example, hotel insurance in the UK can be as little as £1,050 per annum for small hotels and B&Bs.

Where to get a hotel insurance quote?

Generally, there are three ways to source an insurance quote for your hotel:

1. Use a broker to find a provider and negotiate a policy for you.
2. Deal directly with a local insurance company in your country or region.
3. Use online marketplaces to research and compare your options.

The more information you can provide and the more questions you can answer about your business, the more accurate and beneficial your quote will be.

In this blog, we’ll provide a comprehensive guide to hotel insurance, including what it can cover for your property, how it works, and what it might cost your hotel business.

Why are hotel insurance programs important?

With so much activity happening and many different amenities and services running, hotels can be exposed to quite a large degree of financial risk. The potential risk of injury, damage, or theft is high – and that’s before even taking into account factors such as weather events.

From guest disputes, to staff compensation, to property damage and even collisions involving your shuttle transport, your hotel is always facing some kind of financial challenge. However, many businesses are not always prepared. For instance, a study revealed that up to 57% of Australian small and medium businesses might be underinsured. 

Hotel insurance programs ensure that you are protected and can be covered for any hardship you encounter, allowing you to maintain effective revenue management. With a hotel insurance policy, you can gain more confidence that your business can survive long-term. It also helps your property continue running smoothly when something does occur, because you don’t have to spend time stressing or looking for other solutions.

With such a variety of risks – this means it’s also important to consider a variety of hotel insurance types, or a comprehensive insurance strategy, to make sure nothing slips through the cracks. For example, worker’s compensation will come under a completely different type of insurance to fire damage to the property.

Reduce costs and boost revenue with the right tech

Take the pressure off your hotel insurance costs by using SiteMinder’s platform to boost bookings and revenue, satisfy guests, and maintain data security.

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What’s included in hotel insurance coverage?

To get a full picture of what might be included in hotel insurance coverage, we have to consider all the various types of hotel insurance. Let’s take a look at 8 categories:

1. Property damage

Perhaps the most common, this insurance type will cover damage to your physical property or the equipment and furniture inside. However, it may also apply to property belonging to the guest as well.

2. Loss of income

Rather than just insurance to repair damage, you might also need insurance to cover the money you’ll lose if you have to shut your hotel for a period of time.

3. Machinery breakdown

This refers to failure of appliances such as fridges which result in the spoiling of food and beverages, leading to increased costs and loss of revenue.

4. Public and product liability

Another common insurance type which operates to protect against negligent actions by your or your staff, or as result of injury/illness from a product supplied by you. It will also include risks such as liquor – trips and falls due to intoxication – and food and beverage (burns from hot food or liquids).

Are hotels liable for stolen property? If a guest has property stolen, your hotel may or may not be liable. It depends on the circumstances of the theft and also the local laws and regulations.

5. Cyber security

Data security is becoming more and more important, and in the case of hotels there is a lot of potential harm. In the case of big chains, large amounts of personal customer information presents a valuable target for hackers and scammers.

6. Coastal property insurance

If you’re in the niche situation of owning or operating a waterfront accommodation, you can insure against events such as hurricanes, windstorms, erosion, and more.

7. Auto insurance

Another niche example is if your hotel operates a fleet of vehicles for guest transportation or other purposes. You might want to protect against loss or damage of these vehicles, and in some cases you may be required to have insurance to even drive them in the first place.

8. Hotel umbrella insurance

Hotel umbrella insurance, or commercial umbrella insurance, refers to claims that are outside your other liabilities which may help you avoid out-of-pocket expenses.

Key hotel insurance requirements: Worker’s compensation

The staff at your hotel are just as important as your guests – they are often facing the same risks and may have similar claims. So it’s vital you are covering worker’s compensation in your insurance plans.

It’s a legal requirement in many jurisdictions to protect both employers and employees in case of workplace injuries or illnesses, and typically covers:

• Medical expenses: This includes costs of doctor visits, surgeries, medications, and physical therapy.
• Lost wages: If an employee is unable to work due to a work-related injury or illness, worker’s compensation can provide wage replacement benefits.
• Vocational rehabilitation: If an employee is unable to return to their previous job, worker’s compensation may cover the cost of job retraining or vocational rehabilitation.
• Death benefits: In the tragic event of a work-related fatality, worker’s compensation may provide death benefits to the employee’s family.

Worker’s compensation insurance provides a safety net for both the employer and the employee.

For your hotel, this includes:

• Legal Compliance: Failing to have worker’s compensation insurance can result in significant fines and penalties.   
• Risk Management: It helps protect the business from lawsuits and financial losses.   
• Employee Morale: Providing worker’s compensation benefits can improve employee morale and loyalty.   

And it gives your staff peace of mind and financial security, potentially increasing their satisfaction and loyalty.

“SiteMinder’s user-friendly nature is invaluable in optimizing my productivity and overall work experience, making it an indispensable asset to my daily operations. My association with SiteMinder has been nothing short of exceptional, and I am thoroughly content with the current state of the platform.”

Heather Minyard,

Director of Commercial Strategy

Smoky Mountain Resorts

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How to find the best hotel insurance policy

Finding the best hotel insurance policy involves careful consideration and comparison. 

Here are some of the most important steps.

• Understand your specific needs: How much insurance will you actually need? Take into account how big your property is, how many staff you have, what amenities you have, and where your property is located. For example, if you own and operate a B&B yourself, you probably won’t need cover for worker’s compensation.
• Procure multiple quotes: To get the most appropriate coverage and the best deal, you should contact at least a few providers to see what they can offer. Remember to read the fine print.
• Do your due diligence: A provider may seem solid on the surface but be sure to choose an insurance partner that is reliable and financially stable. It’s a good idea to look at reviews and the history of the business.
• Regularly review your terms: Re-evaluate your needs as your business grows and changes, since your insurance needs may change as well.

Should you use hotel insurance brokers?

It can definitely be beneficial to consult with a hotel insurance broker. Insurance brokers specialise in understanding the unique needs of the hospitality industry. They can tailor a policy to your specific needs and risk profile and also negotiate with insurers to get the best rates and coverage. 

Common hotel insurance companies

If you’re looking for a few examples of who might be able to insure your business, here are some common companies from around the world.

Hotel insurance in Australia

• Allianz Australia: A major insurer offering a range of business insurance products, including those tailored to the hospitality industry.   
• QBE Insurance: Provides comprehensive insurance solutions for businesses, including hotels and motels.   
• AIG Australia: Offers a wide range of insurance products, including property, liability, and cyber insurance for hotels.   
• Marsh: A global insurance broker that can help you find the right insurance coverage for your hotel business.   

Hotel insurance in the United States

• Chubb: A leading global insurer offering a variety of insurance products for hotels, including property, liability, and cyber insurance.   
• Travellers: Provides comprehensive insurance solutions for the hospitality industry, including property, casualty, and workers’ compensation insurance.   
• Hartford: Offers a range of insurance products for hotels, including property, liability, and business interruption insurance.   
• Cincinnati Financial: Provides insurance solutions for hotels, including property, liability, and workers’ compensation insurance.

Hotel insurance in the United Kingdom

• Aviva: A major insurer in the UK offering a range of insurance products for hotels, including property, liability, and business interruption insurance.
• AXA: A global insurer offering a variety of insurance products for hotels, including property, liability, and cyber insurance.   
• Hiscox: Provides specialised insurance solutions for businesses, including hotels and hospitality venues.
• Zurich: Offers a range of insurance products for hotels, including property, liability, and business interruption insurance.

Boutique hotel insurance

We mentioned that some properties will have different insurance needs and circumstances than others. Boutique hotels are a unique property type which can often feature expensive artworks, antique furniture, and specialised amenities or equipment. For this reason, your property may need additional insurance coverage to adequately protect your income.

Luxury hotel insurance

Similarly, luxury hotels house very valuable items, products, and services including a number of different staff positions, in-room amenities, and property-based experiences. It may be the case that you’ll need higher liability or property protection limits.

With hotel insurance providing peace of mind, you can also reduce the stress of running your property by using cutting-edge technology…

A property management business plan is a document created by property managers or business owners to outline strategies and goals for managing and growing a property management company.

Property management companies are hired by property owners to oversee day-to-day operations, maintenance and leasing of residential, commercial or industrial properties. 

In this guide we’ll hone in on how to start a property management business that services hotels and other short-term accommodation providers.

How important is a property management business plan?

A property management company business plan is critical for anyone hoping to build and grow a successful business. It provides a clear plan for creating a property management company, and how to grow a property management business.

By building a clear roadmap for growth, operations and financial management, you can greatly increase your chances of success, and can ensure the ongoing sustainability of the property management company.

Enact your management business plan with SiteMinder

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Key considerations before writing a property management business plan

Before writing a property management business plan, it’s vital to make a few key considerations, from identifying your target market and USPs, to assessing your finances, including calculating your initial outlay, operating expenses and revenue projections. Other considerations include:

Property management goals

Your property management plan should begin with clear goals, as this gives your business something to aim for. Goals should be specific, measurable and achievable.

Property management SWOT analysis

Most property management business plan examples will feature a SWOT analysis, which assesses your business’s:

• Strengths, such as industry expertise.
• Weaknesses, such as financial or resource limitations.
• Opportunities, such as new markets or services.
• Threats, such as competition.

A SWOT analysis is a great way to identify both risks and opportunities, in order to strategise effectively and mitigate potential issues.

Property management business model

A commercial property management business plan will be very different to an Airbnb property management business plan, so you need to identify who your target market is, and the services you will offer your clients.

Property management process flow chart 

A process flow chart helps to clarify and streamline operations by visualising how you’ll manage your properties. It details the steps involved in each process, from guest acquisition to maintenance.

Property management company obligations

What are the obligations of a property management company? They can include day-to-day operations, compliance with local laws, handling issues, and managing financial reporting.

What is the structure of a property management business plan?

In terms of the physical business plan, property management templates can vary depending on the needs of the owners and stakeholders. But the following property management business plan sample gives you an idea of the sort of information such a document might include.

Executive summary

The executive summary provides a brief overview of the property management business, highlighting key goals, services, target market and financial projections.

Company description

This section of your property business plan outlines the mission, vision and structure of your property management business, including its legal status, mission and USPs, and any relevant history.

Property management services outline

This is a detailed list of services offered by your property management company, and may include maintenance, guest management and collecting payments. This section will also outline whether you’re choosing to franchise your business or maintain its independence.

Market analysis

This section evaluates the property management market in your area and vertical, including target demographics, market demand, competition and industry trends. It will outline any specialised markets you plan to target, such as boutique/luxury hotels or extended-stay properties.

Management team and staff organisation

At this point of our property management plan template we’ll describe the structure of both the management team and the team as a whole, including the qualifications and responsibilities for each role.

Marketing plan

Your property management marketing plan will briefly detail the strategies that you’ll use to attract both the owners of the properties you’ll manage, and the guests that will fill those properties, including advertising, digital marketing and networking.

Operational plan

Here you’ll outline your day-to-day operations, including property management processes and technologies. You’ll also address what is the biggest responsibility for a property management business: risk management. Plan contingencies for emergencies and operational disruptions.

Financial plan

This section provides a complete breakdown of your business’s revenue streams, expenses and financial projections. It will include strategies for securing any necessary funding, managing revenue and ensuring ongoing profitability.

Growth opportunities

This section identifies potential areas for business expansion, such as entering new markets through multi-location or internationalisation strategies, or offering additional services (while maintaining service quality).

“The collaboration with SiteMinder’s GDS platform has significantly boosted Urban Rest Group’s visibility among global travel agents and positioned it for continued success.”

Cody Walker,

Revenue Performance Director

Urban Rest

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How to build a property management company and grow the business

As you can tell from the property management proposal example above, building a property management business is no small endeavour, and such a big question demands an equally big answer.

But very briefly, to build a successful property management company, you should:

• Craft the clear business plan described in this article.
• Build a strong team with deep industry expertise.
• Invest in marketing to attract property owners and guests.
• Provide excellent customer service to grow your client base.

When the time comes to scale the business, you will need to have established efficient processes, which these days are almost always powered by clever technology: specifically a property management system (PMS) and a distribution and revenue generation tool like SiteMinder.

Hotel scams are fraudulent schemes targeting both hotel guests and hotel businesses. These scams can take many forms, including fake booking websites that trick guests into paying for non-existent reservations, phishing emails or phone calls pretending to be from the hotel asking for sensitive information, or misleading promotions designed to capture credit card details. 

Guests may also be targeted by fake Wi-Fi networks in hotels, where scammers set up unsecured networks to steal personal information. Hotel businesses themselves can face cyber attacks aimed at breaching payment systems or accessing sensitive guest data.

This blog will give you insight into all the different types of hotel scams and how you can prevent them at your business.

Why are hotels vulnerable to scams?

Hotels can be vulnerable to scams because there are so many ways that scams can operate, from fake booking websites to fraudulent credit card transactions. Essentially, they are deceptive practices aimed at stealing money, services, or sensitive information from hotels and their guests. 

These scams can not only harm your bottom line but also damage your reputation if not handled properly.

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What are examples of suspicious behaviour in hotels?

Hotels are particularly attractive to scammers for several reasons. The high volume of guests, frequent online transactions, and reliance on third-party booking platforms create opportunities for fraudsters to slip through the cracks. Plus, with so many daily transactions, it’s easy for small anomalies to go unnoticed—until it’s too late.

Suspicious behaviour in hotels can range from minor rule violations to activities that may signal potential criminal or dangerous behaviour. Below are examples of suspicious behaviours that hotel staff and security should be aware of:

1. Frequent room changes or multiple reservations: Guests who frequently change rooms or have multiple bookings under different names may be trying to avoid detection or hide their identity.
2. Refusal to show identification: Guests who are unwilling to provide identification or use fake IDs when checking in can be cause for concern, as they may be attempting to hide their identity or commit fraud.
3. Damaged or altered identification: Similar to a flat refusal, a guest presenting damaged, altered, or suspicious identification documents is a red flag for potential fraud or criminal activity.
4. Requests for isolated rooms: Guests specifically requesting rooms far from others, such as near emergency exits or in less visible areas, could be trying to avoid surveillance or planning illicit activities.
5. Excessive use of ‘Do Not Disturb’ signs: A guest who consistently uses the ‘Do Not Disturb’ sign for extended periods may be trying to prevent housekeeping from entering and discovering illegal activities.
6. Paying in cash only: Guests who insist on paying only in cash, especially for extended stays, may be trying to avoid leaving a traceable financial record.
7. Unusual luggage or large amounts of luggage: A guest bringing excessive or unusual luggage (such as large cases with no clear explanation) could be smuggling illegal items or storing stolen goods.
8. Excessive visitors to a room: Frequent visitors to a guest’s room, particularly at odd hours, can be a sign of illegal activities such as drug dealing.
9. Tampering with security systems: Any attempts to tamper with cameras, door locks, or other hotel security measures are clear red flags and may indicate criminal intentions.
10. Unusual noise or strong odours: Loud noises, smells like chemicals or smoke, or other unusual disturbances emanating from a guest room could indicate drug manufacturing, weapons storage, or other illicit activities.
11. Unusual behaviour at check-in: Guests who appear overly nervous, avoid eye contact, or provide inconsistent or vague information during the check-in process may be hiding something suspicious.
12. Use of hotel amenities without being a guest: Individuals loitering in hotel common areas or using facilities like gyms and pools without being registered guests can be signs of trespassing or theft.

Each of these behaviours could be harmless on its own but may become suspicious when combined with other signs.

Common types of hotel fraud

Here’s a closer look at some of the most common scams that could target your hotel:

• Friendly fraud. Sometimes, a guest might dispute a legitimate charge, claiming they didn’t authorise it or that they never received the service – but they aren’t deliberately trying to defraud your business. They’ve just made a mistake.
• Chargeback fraud. Similar to friendly fraud, this involves guests requesting a refund through their credit card company after using your services, without notifying you first. This leaves you with a financial loss and possibly even penalties.
• Credit card fraud. Unfortunately, hotels are frequent targets for credit card scams, where stolen or fake cards are used to make bookings or payments. This can lead to chargebacks, financial loss, and a dent in your hotel’s reputation.
• Coupon fraud. Scammers may misuse promotional offers or discount codes, exploiting these deals to get services for free or at a lower cost than intended. This doesn’t just hurt your revenue—it can also throw off your promotional efforts.
• Fake booking website. Fraudsters sometimes create websites that look just like your hotel’s official site to trick guests into booking rooms that don’t exist. This can lead to lost revenue and upset guests who might blame your hotel for the scam.
• Invoice scams. Fraudsters send fake invoices to your hotel, hoping your accounts team will pay them without realising they’re not legitimate. These scams can be particularly damaging, especially if large sums are involved.

“People who have used numerous systems will find SiteMinder to be extremely user-friendly. Compared to the other complicated systems, it is just so simple to use. When we expand our hotel to other areas, SiteMinder will again be our first choice.”

Pichata Ritchie,

Cluster E-commerce Manager

VALA Hua Hin – Nu Chapter Hotels

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Ways to prevent hotel scams

Hotel scams can be challenging to manage, but by implementing the right strategies and using tools like SiteMinder, you can protect your property and guests from fraudulent activities. Here’s how SiteMinder can help:

How to prevent friendly fraud in hotels

Friendly fraud, where a guest disputes legitimate charges, can be mitigated with strong transaction documentation. SiteMinder’s platform allows you to keep detailed records of bookings, payments, and guest communications, providing you with the evidence needed to counter fraudulent claims effectively.

How to prevent chargeback fraud in hotels

Chargeback fraud can be particularly damaging, but SiteMinder’s secure payment processing features help you verify cardholder details and reduce the risk of fraudulent transactions. By integrating SiteMinder with your payment systems, you can enforce clear cancellation and refund policies, which are crucial for defending against chargeback claims.

How to prevent credit card fraud in hotels

Credit card fraud is a common threat in the hospitality industry. SiteMinder integrates with advanced fraud detection tools that can identify suspicious activities, such as mismatched billing information or unusual booking patterns, helping you to prevent fraudulent transactions before they happen. By using SiteMinder’s secure platform, you can ensure that all credit card payments are processed with the highest level of security.

How to prevent coupon fraud in hotels

Coupon fraud, where scammers misuse promotional codes, can be managed by using SiteMinder’s promotional tools, which allow you to set unique codes and track their usage. SiteMinder ensures that your promotions are protected, reducing the likelihood of exploitation by fraudsters.

How to prevent fake booking website in hotels

Fake booking websites that mimic your hotel’s site can deceive guests and lead to lost revenue. SiteMinder helps protect your hotel’s brand by ensuring that your official booking platform is secure and easily recognisable by guests. SiteMinder’s booking engine and channel manager integrates directly with your website as well as OTAs, allowing guests to book with confidence and helping you build trust by avoiding third-party risks.

How to prevent invoice scams in hotels

Invoice scams, where fraudulent invoices are sent to your hotel for payment, can be prevented by implementing verification processes through SiteMinder’s integrated financial tools. SiteMinder’s platform allows you to cross-check invoices with booking and payment records, ensuring that only legitimate payments are processed. Additionally, SiteMinder offers insights into best practices for managing vendor relationships and financial transactions securely.

Michelin Key hotels are standout, often luxury, hotels that have been officially recognised by the Michelin Guide for exceptional quality and service.

The Michelin Guide is a renowned publication that hands out awards to the most outstanding restaurants and hotels in the industry. In the case of restaurants, it’s Michelin Stars and for hotels it’s Michelin Keys.

What countries have Michelin Keys?

Michelin Keys are awarded to hotels in countries all around the world, including the Americas, Europe, and Asia.

What Michelin Key is highest?

Three keys is the highest Michelin Key rating, above two keys and one key. Hotels with three keys are seen as the best of the best.

In this blog we’ll explore what it means to be a Michelin Key hotel, how the honour is awarded, and some examples of properties that already hold the title.

Why were Michelin Keys introduced?

Michelin Keys were introduced to also include hotels in what was previously the Michelin Guide’s focus on restaurants. They aim to recognise hotels that offer exceptional hospitality and service.

The Michelin Guide realised that hotels also play a crucial role in providing a memorable and satisfying travel experience. Michelin Keys signify that a hotel has met the same high standards as Michelin-starred restaurants.

Introducing Michelin Keys also allowed the Michelin Guide to expand its own recognition and provide travellers with guidance for luxury experiences, promoting hospitality excellence in the process. Given that the global luxury hotel market was valued at USD 140.28 billion, it’s service that is high in demand and  much appreciated by travellers.

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What benefits do Michelin hotels receive?

Hotels that are awarded Michelin Keys join an exclusive group that enjoy the benefit of prestige and recognition that it brings. Some advantages that accompany this include:

• Increased visibility: Being recognized by the Michelin Guide brings increased visibility and attention from travellers and the media.
• A better reputation: A Michelin recognition can significantly enhance a hotel’s reputation as a luxury and high-quality accommodation.
• High-value guests: Michelin-recognized hotels often attract a more discerning and affluent clientele.
• Boosted occupancy rates: The prestige and reputation associated with Michelin recognition can lead to higher occupancy rates and increased revenue.
• Greater brand value: A Michelin recognition can contribute to the overall brand value and reputation of the hotel.
• More partnership opportunities: Michelin-recognised hotels may have opportunities for partnerships with other luxury brands or organisations.

Underpinning all of this is the potential for greater revenue and profit for the hotel business, allowing it to grow and become even more renowned.

How does a hotel make it into the Michelin Hotel Guide?

Not just any hotel can make it into the Michelin Guide and be awarded a Michelin Key. There is a rigorous selection process, the exact criteria of which is not publicly disclosed.

Currently, there are around 5,000 hotels that are included in the Michelin Guide, based on factors such as the quality of accommodations, service, dining, atmosphere, and unique selling points.

To receive one, two, or three Michelin Keys, a hotel needs to go beyond and deliver a very special stay, an exceptional stay, or an extraordinary stay. 

Gaining a key will require a hotel to meet all five of the following criteria:

• Excellence in architecture and interior design
• Quality and consistency of service
• Overall personality and character
• Value for the price 
• A significant contribution to the neighbourhood or setting

“Since we started using it ourselves, we have experienced increased visibility for our hotel. We are grateful for the decision to switch to SiteMinder, as it has provided us with more valuable time to focus on guest satisfaction.”

Benjamas Kitsaengklai,

Assistant General Manager

Ping Nakara Boutique Hotel and Spa

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Michelin Key awards examples

So to get a better idea of what a Michelin Hotel looks like and how they are awarded Keys, let’s look at some current examples from around the world.

Michelin Key hotels USA 

An example of a Michelin Key hotel in the USA is SiteMinder customer Caldera House.

This luxury property in Wyoming is characterised by stunning views of the Teton Range and is popular with guests looking for upscale ski accommodation or a mountain retreat.

Michelin Keys Canada 

An example in Canada includes SiteMinder customer Clayoquot Wilderness Lodge, a property with three Michelin Keys.

Situated off the grid and on 600 acres, guests will be able to see wildlife roaming freely at the edge of the Pacific Ocean.

Michelin Keys Mexico

In Mexico, an example is the two-key Michelin property Hotel Casa Polanco, also a valued SiteMinder customer.

Labelled the best boutique hotel in Mexico City by Forbes, guests enjoy clean, comfortable, luxury in an ideal and convenient location.

Michelin Key hotels Europe 

There are countless Michelin Key hotels spread across Europe, including in Italy, Spain, and France but many other countries too.

For instance in Hamburg, Germany, there is The Fontenay – a three-key hotel. The Fontenay is the ultimate urban escape, with easy access to both the city and the waterfront.

In the UK, one example is The Newt in Somerset. One of the finest country-house properties one could find, the property dates back to 1687 and became a hotel in 2019.

Michelin Keys Italy 

Six Senses Rome is a Michelin Key hotel in Italy, combining all the best parts of a Six Senses hotel with a building and location to die for.

Guests can feel like they are a part of history while at the property, or take a stroll to visit some of the city’s most historic sites.

Michelin Keys Spain 

Spanish Michelin Key hotel examples include SiteMinder customer Atrio Restaurante Hotel in Caceres. Its three-key achievement is thanks to a stellar restaurant and wine cellar that is supported by luxurious and authentic accommodations.

Guests will hardly want to leave the property, such is the pleasure of wandering the grounds or dining at the restaurant.

Michelin Keys France

France is home to Le Royal Monceau – Raffles. This valued SiteMinder customer boasts creative, colourful, and diverse interiors that spared no expense.

With outstanding dining, wellness, and meeting services all available, all types of luxury guests will find it nothing short of delightful.

All the best hotels in the world are supported by cutting-edge technology, so make sure yours is too.

Smart hotels are hotels that use the Internet of Things (IoT) to automate and simplify how guests interact with the hotel and their room. Devices such as phones, lights, TVs, air conditioners, blinds, and more can be connected via the internet to communicate with each other – thus becoming ‘smart’.

This allows guests to control multiple devices from a single location, making their experience more convenient and less reliant on hotel staff.

Other technologies such as apps and AI also play a part in how a smart hotel operates to provide guests with fast, easy, service.

How are smart hotels revolutionising the hospitality industry?

Smart hotels are revolutionising the hospitality industry by offering guests a level of comfort and convenience that is more advanced than in the past. Smart hotels not only boost guest satisfaction, but can also help hotels become more profitable via increased insights, leading to better business decisions.

This blog will give you a full overview of smart hotels, including some examples that you can take inspiration from.

The history and development of smart hotels

Understanding the evolution of smart hotels is vital. With smart technology, properties can improve operational efficiency, positioning themselves for success in a rapidly changing market. Here’s a brief overview of the history and development of smart hotels:

Early beginnings

Smart hotel concepts emerged in the late 1990s and early 2000s with the introduction of basic technologies such as electronic key cards and in-room entertainment systems. These innovations set the stage for more sophisticated solutions aimed at enhancing guest experiences.

Rise of IoT and automation

With the advent of the Internet of Things (IoT) in the 2010s, hotels began to integrate smart devices into their operations. These advancements allowed for automation of various processes, including energy management, guest check-in, and room service.

Software as a service (SaaS) platforms enabling independent properties and hotel chains to adopt these technologies without heavy upfront investments in hardware.

Cloud computing and data analytics

The transition to cloud computing transformed the hospitality landscape, providing hotels with scalable solutions that offered real-time data analytics. This capability allowed properties to personalise guest experiences based on collected data, leading to more targeted marketing strategies and operational efficiencies.

Integration of smart technologies

Today, smart hotels utilise advanced technologies such as mobile apps, voice-activated systems, and AI-driven customer service. Hotel tech providers now offer comprehensive platforms that integrate various functionalities, including property management systems (PMS), customer relationship management (CRM) software, and revenue management tools.

For example, SiteMinder has the largest ecosystem of partner integration and apps that over 44,500 hotels globally take advantage of. See list of integrations.

Future trends

As technology continues to evolve, the future of smart hotels will likely focus on further personalisation, enhanced guest engagement, and sustainability initiatives.

SaaS companies like SiteMinder will play a crucial role in providing the tools necessary for hotels to adapt and thrive in an increasingly competitive landscape.

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What is the concept of smart rooms?

The concept of smart rooms is to equip them with features and technology that allow communication between devices, so that tasks and operations can be achieved quicker and easier. This might mean controlling window blinds from a tablet by the bedside or using an app to order breakfast to be delivered in the morning.

Why are smart hotel rooms becoming more popular?

Smart hotel rooms are becoming more and more popular as guest expectations continue to rise.

Today’s guests crave convenience – in the form of being able to do things easier and faster. For example, ordering room service from a tablet or app instead of needing to call down to the front desk or speak to a staff member.

Here’s a list of why guests love smart rooms:

• Enhanced experience: Being able to use voice or app controlled lighting, heating, mattresses, and entertainment creates a sense of comfort and luxury.
• More convenience: Clicking a button or simply speaking to control all of their in-room amenities makes the stay ultra convenient for guests.
  Greater personalisation: With smart features and services, guests can more easily communicate their preferences and requirements.
• Enhanced safety: A lot of the time, smart rooms can be safer to operate and will also have the ability to alert guests and staff when there is a problem or error.
• Affordability: As technology advances, more and more guests can afford to pay for smart hotels.

Overall, the majority of society is embracing technological advancements, including during their travel and in their accommodation.

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How big is the smart hotel market?

The smart hotel is growing rapidly, with more and more hotels starting to implement smart devices, artificial intelligence, apps, and internet-connected devices throughout their properties and in their rooms.

In fact, the market size of the smart hospitality industry is projected to reach USD 49.9 billion within the decade.

As more technology becomes available and more guests show a preference for it, even more accommodation providers will begin to jump on board.

10 of the best smart hotel examples

There are plenty of great smart hotels spread across the world now, as the technology becomes more commonplace. In fact, some of them are even our very own SiteMinder customers.

Here’s a list of 10 hotels that are making guest stays even more enjoyable by using smart practices.

Smart hotel example 1. Hotel Gran Bilbao

The Gran Bilbao hotel in Spain is known for its modern amenities and commitment to providing a comfortable and convenient stay for its guests, providing a unique design and experience in every room.

Smart hotel example 2. Eccleston Square Hotel 

The Eccleston Square hotel in London is a luxury 5-star property combining history with cutting edge design, and includes features such as smart glass in the bathrooms and concierge tablets.

Smart hotel example 3. The Westin Boston Seaport District

Known for its stunning Boston waterfront views and commitment to wellness, this hotel offers a memorable stay for both business and leisure travellers. It includes smart rooms with voice-controlled lighting and temperature, as well as in-room tablets for controlling the TV and ordering room service.

Smart hotel example 4. Schani Hotels 

Schani Hotels are a group of boutique hotels located in Vienna, Austria. The brand is known for its unique and comfortable atmosphere, as well as a focus on modern design and digital solutions.

Smart hotel example 5. OKKO Hotels Lyon Pont Lafayette 

A modern, hip hotel located in the heart of Lyon, France. It offers stylish rooms with river views, a guest lounge, and a bar. With modern amenities to boot, guests will have all their needs covered.

Smart hotel example 6. Maison Albar – Le Victoria 

The Maison Albar – Le Victoria is a luxury hotel located in the heart of Paris, France. It offers elegant accommodations, world-class amenities, and impeccable service. With smart tablets, guests can control their stay from the comfort of their bed.

Smart hotel example 7. Kuching Park Hotel by Infinite Hospitality Group

Kuching Park Hotel is a convenience-lover’s dream located in Malaysia. Guests are treated to the ultimate digital experience, from self-check-in and mobile room access to robot room service.

Smart hotel example 8. Potato Head Suites & Studios

Potato Head Suites & Studios is a must-visit destination in Indonesia that is ranked in the world’s top 50 hotels, thanks to stunning decor, supreme comfort, amazing views, and all the key features a guest needs to enjoy a relaxed and convenient stay.

Smart hotel example 9. Hotel Milano Scala

In the centre of Milan, Hotel Milano Scala is known for being the world’s first zero-emissions hotel. This luxury hotel also offers smart room technology, including voice-controlled lighting and temperature, as well as a virtual concierge service.

Smart hotel example 10. Pestana Palace Lisboa 

This iconic hotel in Lisbon, Portugal features smart rooms with voice-controlled lighting and temperature, as well as in-room tablets for ordering room service and accessing hotel information. Topped off with elegant historical architecture and stunning views, guests are never disappointed.

IoT hotel: Benefits of taking your smart hotel online

One of the major advantages of implementing the Internet of Things and becoming a smart hotel is what we talked about above – your guests will thank you for it.

Being able to market yourself as a smart hotel with modern technology features will not only attract more guests but also allow you to charge higher rates and boost your revenue.

However, there are other benefits too, such as:

• Increased operational efficiency: Using the IoT can allow you to automate a lot of tasks, reducing the amount of manpower and time it takes to complete them.
• Data-rich insights: Smart devices can collect and deliver a lot of data that you can analyse to optimise their effectiveness or to make strategic decisions.
• Smoother guest interactions: Smart devices can help you streamline the check-in/check-out process as well as help you upsell, allowing you to maintain positive guest relationships.
• It gives you a competitive advantage: If other hotels in your area are not as quick to upgrade or don’t see the value in doing so, you can capitalise on this opportunity and attract guests who are looking for an enhanced experience.
• Security: IoT devices can be used to deter theft, detect damage and wrongdoing, or control things like parking and access.
• Cost management: By using the IoT to operate and manage things like lights, heating and water, you can optimise energy use to lower your utility bills.

“If I had to describe SiteMinder in one word it would be reliability. The team loves SiteMinder because it is a tool that we can always count on as it never fails, it is very easy to use and it is a key part of our revenue management strategy.”

Raúl Amestoy,

Assitant Manager

Hotel Gran Bilbao

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Smart hotel solutions and systems

In the traditional sense, the definition of a smart hotel refers to the amenities and features a guest will interact with. These solutions and systems can range from something as simple as an app to something as expensive as motion detectors.

Here’s a list of the main smart hotel solutions you might consider implementing for guests at your property:

• Voice control: Guests can communicate with digital assistants such as Google to give commands for controlling lighting, heating, blinds and more.
• Tablets: Guests can use in-room tablets to order food and beverages, book amenities, or submit requests without the need to call staff.
• Mobile technology: Guests can use their smartphone to access their room and lock their doors, eliminating the need for physical keys.
• Apps: Guests can use mobile apps to activate and control other devices in their rooms.
• IoT: The internet of things can digitise items, allowing features like glass to frost when it senses a person enter the bathroom, heated floorings, or smart lighting that also responds to movement.

Of course, there are also backend systems that allow you to run your hotel in a smarter way too…

Orion Span was an aerospace startup based in Silicon Valley, California, founded by Frank Bunger, a veteran technology executive and serial entrepreneur with extensive experience in building early-stage companies. The company initially gained attention with ambitious plans to create Aurora Space Station, which was touted as the world’s first luxury space hotel. Bunger envisioned more than just a hotel; the company aimed to offer full charters to space agencies for human spaceflight, zero gravity research, and in-space manufacturing at a fraction of traditional costs.

Orion Span’s architecture was designed for scalability, allowing it to expand its capacity in orbit much like a growing city on Earth. The long-term vision included selling dedicated space modules as the world’s first space condominiums, where owners could live, visit, or even sublease their units.

The company also positioned the Aurora Space Station as the first in a series of space travel destinations, expecting that as launch capabilities improved and became more frequent, costs would decrease, creating a sustainable commercial space ecosystem.

However, despite its ambitious goals, Orion Span ceased operations before these plans could come to fruition. The company faced significant challenges in bringing the Aurora Space Station to life, and as of early 2023, the project was officially abandoned. The dream of a luxury space hotel, for now, remains unrealised.

What happened to the Aurora Space Station?

The Aurora Space Station, which was planned to be the world’s first luxury space hotel, was an ambitious project launched by Orion Span. The station was intended to provide a unique experience for wealthy tourists and offer facilities for zero-gravity research and in-space manufacturing. It was also supposed to be scalable, with future plans to sell space condominiums where owners could live, visit, or sublease their units.

However, the project faced significant challenges, including the immense technical, financial, and logistical hurdles associated with building and maintaining a private space station. Despite the initial excitement and attention the project garnered, Orion Span was unable to secure the necessary funding and partnerships to move forward. By early 2023, it became clear that the Aurora Space Station project would not be realised, and Orion Span ultimately ceased operations. The ambitious dream of a space hotel, for now, remains unfulfilled, with the Aurora Space Station joining a list of unrealised space tourism ventures.

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The concept of Aurora Station: a revolutionary idea

When you run a hotel, it can be hard enough to keep on top of your competition down here on Earth. But not long ago, a new hotel aimed to make a play for ultimate bragging rights by opening in space. The Aurora Space Station, developed by Orion Span Inc., was set to orbit its guests around the globe 16 times each day, offering a unique experience where travellers could witness a sunrise and sunset every 90 minutes from 200 miles above the Earth’s surface.

So, what were the ins and outs of this huge development? Surely there was a catch. Well, the $9.5 million reservation fee was certainly one.

Let’s take a look at what travellers were expecting during their stay at what was once touted as the world’s first space hotel.

When will Aurora Station launch and who can stay there?

Named after the Aurora lights that dazzle the Earth’s polar skies, the hotel was first announced during the Space 2.0 Summit in San Jose, California. It was due to be launched in 2021 and planned to check in its first guests in 2022. The trip would have spanned 12 days, offering four travellers at a time (and two crew members) the experience of a lifetime.

The first four months of travel, requiring $80,000 deposits, had already sold out—though the total cost of $9.5 million still needed to be covered. The space hotel even accepted booking payments via cryptocurrency. While the price tag was hefty, it was significantly lower than the early estimations of between $20 and $40 million per guest.

Those who secured a reservation were set to undergo a three-month Orion Span Astronaut Certification program, preparing them for space travel. Training would have included basics such as eating and using the bathroom in space, with further training at the company’s Texas headquarters, and on-the-job training aboard the Aurora Space Station.

What will the Aurora Station look like?

The hotel was designed to be about the size of a large private jet cabin. Measuring 13.3 by 4.3 metres, with a pressurised volume of 160 cubic metres, Aurora was billed as a cosy yet comfortable space for guests, though much smaller than the International Space Station, which is 109 metres long with an internal pressurised volume of 916 cubic metres.

High-speed internet was to be one of the biggest priorities to ensure guests could share their hotel experience with friends and family back on Earth. Meanwhile, food was expected to be a middle ground between the average astronaut diet and Earth cuisine, given that cooking in zero gravity is extremely dangerous.

However, despite all the excitement and detailed planning, Orion Span ceased operations, and the Aurora Space Station never made it off the ground. The ambitious dream of the world’s first space hotel, for now, remains unfulfilled.

Space hotels like Aurora Station by Orion Span

Emerging space hotel projects

Emerging space hotel projects are capturing imaginations and paving the way for an entirely new frontier in luxury travel. Here are some of the most notable projects currently in development:

Voyager Station by Orbital Assembly Corporation

The Voyager Station, developed by Orbital Assembly Corporation, is one of the most ambitious space hotel projects in the works. Set to open as early as 2027, this rotating space station aims to provide an extraordinary experience by simulating gravity for its guests. The station, which will orbit the Earth, is designed to accommodate up to 280 guests and 112 crew members, offering amenities that rival those of luxury hotels on Earth, including restaurants, a health spa, gyms, and even themed restaurants and bars. Voyager Station’s modular design also allows for various entertainment and recreational activities in space, making it more than just a place to sleep—it’s a full-fledged space resort.

Orbital Reef by Blue Origin and Sierra Space

Another significant project is Orbital Reef, a commercial space station being developed by Blue Origin, Jeff Bezos’s aerospace company, in partnership with Sierra Space. Orbital Reef is envisioned as a “mixed-use business park” in space, with facilities that can be adapted for different purposes, including space tourism. Although it’s not strictly a hotel, Orbital Reef plans to include luxury accommodations for tourists, along with research and manufacturing facilities. The project aims to be operational by the late 2020s and will offer a unique blend of tourism, research, and business opportunities in space.

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Qunci Villas

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The future of space tourism

Axiom Space Station

Axiom Space is working on what could become the first commercial space station. Initially, Axiom plans to attach its modules to the International Space Station (ISS) by 2024, but eventually, these modules will separate to form a fully independent commercial space station. Axiom’s station will feature luxurious accommodations designed by Philippe Starck, offering space tourists a high-end experience in orbit. The station will also serve as a hub for research, manufacturing, and other commercial activities, making it a versatile platform in space.

As the future of space tourism unfolds, the possibilities are both thrilling and expansive. Ambitious projects and technological advancements are steadily transforming the dream of space travel into a tangible reality.

One of the most promising frontiers is the creation of luxury space hotels. Companies like Orbital Assembly Corporation are spearheading efforts to build rotating space stations that simulate gravity, offering an unparalleled experience of life in orbit. These innovations are not just about tourism; they are laying the groundwork for human habitats in space, bringing us closer to the idea of living beyond Earth.

Investing in space tourism also opens doors to collaborations with established aerospace giants. Partnerships with these firms could accelerate the development of space hotels and other tourism ventures, making the final frontier more accessible than ever before.

A hotel business plan is a comprehensive document that outlines your hotel’s goals, strategies, and financial projections. It serves as a roadmap for your hotel’s success, helping you attract investors, secure funding, and make informed decisions about your operations. 

It’s a vital tool for any hotel owner or operator, whether you’re starting a new hotel, expanding an existing business, or improving your current operations.

This blog will give you a comprehensive guide to creating a business plan for your hotel.

Why do you need a good hotel business plan?

A well-crafted hotel business plan is essential for laying the foundation for success in the competitive hospitality industry. It serves as a single source of truth, helping you navigate the challenges and opportunities that come with running a hotel. 

• A business plan helps you attract investors who see the potential in your vision, secure funding from lenders who believe in your financial projections, and make informed decisions that guide your operations towards profitability.
• It clarifies your marketing efforts by enabling you to pinpoint your target audience and craft effective campaigns to reach them. 
• A solid business plan equips you to differentiate your hotel in a crowded market by highlighting your unique selling propositions. 
• It ensures that your day-to-day operations are efficient and effective, maximising resource utilisation. 
• A well-defined business plan helps you identify opportunities for growth, allowing you to plan for expansion and ensure the long-term success of your hotel.

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How to write a hotel business plan

Every hotel is unique, and so every plan is unique. That said, there are a few consistent parts that make up the greater whole of a holistic hotel business plan:

Executive summary

The executive summary is a concise overview of your hotel business plan, outlining your key goals, strategies, and financial projections. It should be written last, after the other sections are complete, and should be easy to understand for anyone reading it.

Here’s what to include in your executive summary:

• Hotel concept: Briefly describe your hotel’s unique features, target market, and overall vision.
• Key goals: State your main objectives, such as increasing occupancy rates, boosting revenue, or expanding your hotel chain.
• Marketing strategy: Highlight your key marketing initiatives, such as online advertising, social media engagement, or partnerships with travel agencies.
• Financial projections: Summarise your projected revenue, expenses, and profitability over the next 3-5 years.
• Funding requirements: Outline your financing needs, whether it’s bank loans, investors, or personal funds.

Business description

This section describes your hotel’s concept, including its location, target audience, unique selling propositions, and overall vision.

Here are some key points to cover in your business description:

• Hotel name and brand: Establish your hotel’s identity and branding.
• Location: Describe your hotel’s location, including its proximity to attractions, transportation, and amenities.
• Target market: Define your ideal guest profile, including their demographics, interests, and travel habits.
• Unique selling propositions (USPs): Identify the key features and benefits that set your hotel apart from competitors. This might include unique amenities, services, or a distinctive atmosphere.
• Hotel concept and vision: Clearly articulate your hotel’s overall vision and the experience you want to provide for guests.
• Hotel facilities and amenities: Detail your hotel’s facilities and amenities, including the number of rooms, room types, dining options, meeting rooms, and leisure activities.

Hotel mission statement

Your mission statement defines the purpose of your hotel and guides your daily operations and long-term strategy. It should reflect your values, articulate the type of experience you aim to deliver, and inspire both guests and staff.

Here are some key points to cover in your hotel mission statement:

• Purpose: Why your hotel exists and what it offers beyond accommodation.
  
• Guest experience: The type of stay you aim to provide, focusing on service, comfort, and memorable experiences.
  
• Values: The core principles that shape how your hotel operates, such as hospitality, sustainability, or community focus.
  
• Team commitment: How your team will deliver excellent service and foster a welcoming environment.
• Vision for impact: How your hotel contributes to the local community or offers meaningful experiences for guests.

Market analysis and strategy

Hotel business plans are often built on the foundation of market analysis – it’s hard to plan for what you don’t know – so this will likely take up a good chunk of your resources. Your marketing strategy should outline:

• Positioning: How you want to be perceived in the market compared to your competitors.
• Target audience: Who are you trying to reach with your marketing efforts?
• Marketing channels: Which channels will you use to reach your target audience? (e.g., online advertising, social media, email marketing, partnerships, events)
• Marketing messages: What key messages will you communicate to your target audience?
• Budget and metrics: How much will you invest in marketing and how will you measure the effectiveness of your campaigns?

In terms of specifics, make sure to include:

• Market size and growth: Assess the potential demand for hotel rooms in your area. Research the current and projected demand for hotels in your location, taking into account factors such as population growth, tourism trends, and economic activity.
• Competition: Analyse your competitors, their strengths, and weaknesses. Research your direct competitors and indirect competitors (e.g., other lodging options like vacation rentals, hostels, or bed & breakfasts). Assess their pricing, services, marketing strategies, and customer reviews.
• Target audience: Define your ideal guest profile, including their demographics, interests, and travel habits. This might include travellers’ age, income, travel purpose (leisure, business, family), interests, and preferences for specific amenities or services.
• Market trends: Stay abreast of current travel trends and adapt your strategies accordingly. Research emerging travel trends, such as sustainable tourism, experiential travel, or the growing demand for wellness amenities.

Marketing and sales plan

You’ve set the scene, now let’s start the production. This section should show investors and lenders that you have a comprehensive and effective plan for attracting guests and driving revenue. In this section, you’ll outline your marketing and sales strategies, including:

• Online marketing: How you will develop a website, social media strategy, and search engine optimisation (SEO) plan.
• Offline marketing: How you will explore traditional marketing channels, such as brochures, partnerships with local businesses, and events.
• Sales channels: How you will determine your distribution strategy, whether it’s direct bookings, online travel agents (OTAs), or a combination of both. 
• Pricing strategy: How you will set competitive room rates and consider implementing revenue management strategies to maximise occupancy and revenue. 

Organisation description

This section provides details about your hotel’s ownership structure, management team, and any key personnel.

Here’s what to include:

• Ownership structure: Describe the legal structure of your hotel (e.g., sole proprietorship, partnership, limited liability company, corporation) and who owns the business.
• Management team: Introduce the key members of your management team, outlining their experience, expertise, and roles within the hotel.
• Key personnel: List any other essential personnel, such as the general manager, head chef, head of housekeeping, and sales manager.
• Advisory board (optional): If you have a board of advisors, introduce them and highlight their expertise and contributions.

Operational plan

The operational plan is another chunky piece of your business plan, as it describes the overall day to day operations of your business. The two most significant sections of your operational plan tend to be:

1. Management & staffing

Describe your management structure, staffing requirements, and any training plans.

Here are some key points to cover:

• Management structure: Illustrate how your management team is organised, including their reporting relationships and responsibilities.
• Staffing requirements: Determine the number of staff needed for each department (front desk, housekeeping, maintenance, food and beverage, etc.), based on your projected occupancy and service levels.
• Staff training: Outline your training plans for new staff members and existing employees, ensuring they are equipped with the skills and knowledge to provide excellent guest service.

2. Budget

Here, you should outline your hotel’s expected expenses, including staffing costs, utilities, maintenance, marketing, and other operational expenses.

When creating your budget, consider the following:

• Fixed costs: Expenses that remain relatively constant, such as rent, utilities, insurance, and salaries.
• Variable costs: Expenses that fluctuate based on occupancy or usage, such as supplies, linen, cleaning products, and food and beverage costs.
• Marketing and advertising: Allocate a budget for marketing activities to attract guests and promote your hotel.
• Contingency funds: Set aside funds for unexpected events or emergencies.
• Financial projections: Use your budget to create financial projections, including projected revenue, expenses, and profitability over the next 3-5 years.

A well-structured budget demonstrates to investors and lenders that you have a clear understanding of your costs and financial viability.

Revenue and pricing

Now we’re onto the good bit! Here’s where you’ll project your hotel’s revenue streams, including room revenue, food and beverage sales, and other ancillary revenue sources. This is your chance to explain your pricing strategy and how you’ll ensure your hotel’s financial viability.

Here’s what to include in your revenue and pricing section:

• Revenue streams: Identify all potential revenue sources, such as room nights, food and beverage sales, meeting room rentals, spa treatments, and laundry services.
• Pricing strategy: Explain your approach to setting room rates, including factors like market competition, seasonality, and value-added services.
• Revenue projections: Estimate your projected revenue for each revenue stream based on your occupancy forecasts and average revenue per available room (RevPAR).
• Break-even analysis: Calculate the point at which your hotel will start to generate a profit.

This section provides insights into your hotel’s earning potential and ensures investors and lenders are confident in your financial planning.

Competitive analysis

This is a deeper dive into your earlier research section, where you uncovered your place in the market. Here you’ll compare your hotel’s offerings and strategies to those of your competitors, and identify your unique selling propositions and how you can differentiate your hotel to attract guests.

Here’s how to conduct a comprehensive competitive analysis section of your business plan:

• Identify your competitors: Research your direct competitors (hotels in the same market segment) and indirect competitors (other lodging options, such as vacation rentals, hostels, or bed & breakfasts).
• Outline their strengths and weaknesses: Evaluate their offerings, pricing, location, amenities, marketing, customer service, and online reputation.
• Describe your unique selling propositions (USPs): Determine what makes your hotel stand out from the competition. This might include unique amenities, services, or a distinctive atmosphere.
• Outline your competitive advantage: How you will use your USPs to create a clear competitive advantage and attract your target audience.
• Monitor your competitors: Explain how you will keep track of your competitors’ activities, promotions, and changes in strategy to stay ahead of the curve.

Risk management

In this part of your plan, you’ll identify potential risks that could affect your hotel’s success, such as economic downturns, changes in travel patterns, or competition. But don’t forget to outline your mitigation strategies, and how you will minimise the impact of these risks.

Here’s a framework for identifying and managing risks:

• Outline potential risks: Call out the potential risks that could negatively impact your hotel, including economic factors, natural disasters, industry trends, competition, regulatory changes, and technological disruptions.
• Assess the probability and impact of each risk: Determine the likelihood of each risk occurring and the potential impact it would have on your business.
• Outline mitigation strategies: For each risk, create a plan to minimise its impact and succinctly describe it in your plan. This might involve contingency plans, insurance policies, proactive marketing strategies, or partnerships with other businesses.
• Mention how you will monitor and update your risk management plan: Explain how you will regularly review and update your risk management plan as circumstances change or new risks emerge.

A well-defined risk management plan demonstrates your preparedness and ability to navigate challenges, providing confidence to investors and lenders.

Financial projection and needs

And here’s the kicker. In this section, you’ll provide detailed financial projections, including projected revenue, expenses, and profitability for the next 3-5 years. Outline your funding requirements, such as bank loans, investors, or personal funds. This section is especially important if you’re seeking a capital raise or additional investment from third parties.

Your financial projections should include:

• Income statement: Project your hotel’s revenue and expenses for each year over the next 3-5 years.
• Cash flow statement: Forecast your hotel’s cash inflows and outflows, ensuring you have enough cash on hand to meet your operating expenses and debt obligations.
• Balance sheet: Project your hotel’s assets, liabilities, and equity for each year.
• Break-even analysis: Determine the point at which your hotel will start to generate a profit.

This section provides a clear picture of your hotel’s financial viability, helping to attract investors and secure funding.

Technology integration

In today’s digital world, technology is essential for hotel success. Your plan must include how you plan to integrate technology to streamline operations, enhance guest experiences, and boost revenue.

Here are some key area you may want to mention:

• Property management systems (PMS): What PMS are you using to manage bookings, guest information, room inventory, and financial transactions?
• Channel management systems: How are you connecting your hotel to various online travel agents (OTAs) and global distribution systems (GDS) to maximise your reach?
• Revenue management software: Which revenue management tools are you using to analyse demand, adjust pricing, and optimise revenue?
• Guest relationship management (CRM): How are you implementing a CRM to track guest preferences, manage communication, and personalise experiences?
• Digital marketing platforms: Which digital marketing tools are you using to target your ideal guests with online advertising, social media marketing, and email campaigns?
• Mobile apps: Are you developing or integrating with a mobile app to provide guests with access to hotel information, amenities, and services?
• Smart technology: What smart devices (e.g., smart locks, voice assistants, automated lighting) are you investing in to enhance guest convenience and efficiency?

This section shows investors and lenders that you understand the importance of technology in the hospitality industry and that you plan to leverage it to improve operations and enhance guest satisfaction.

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Hotel Oderberger Berlin

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Hotel business plan examples

What should you aim for at the end of a hotel business planning session? Every hotel is different and so the plans will all be unique, but here are a few (shortened!) examples of what a business plan in different hotel niches might look like. If you’re looking for hotel mission and vision examples to inspire your own, these plans offer a useful starting point.

Pet hotel business plan

1. Executive summary

• Concept: “Pawsitively Pampered” is a luxury pet hotel and boarding facility, offering a safe, comfortable, and enriching experience for pets.
• Target market: dog and cat owners in [city, state] seeking high-quality pet care with personalised attention and a wide range of amenities.
• Key goal: achieve 80% occupancy within the first year, expand services to include daycare and grooming within two years.
• Marketing: focus on online advertising, partnerships with local vets, and social media engagement showcasing personalised care.
• Financial: project $x in revenue annually with a net profit margin of y% within the first year, secure $z in financing to cover initial setup costs.

2. Business description

• Name & brand: Pawsitively Pampered, emphasising luxury, care, and personalization.
• Location: [address, city, state], a convenient location near major roadways and vet clinics.
• Target audience: dog and cat owners who prioritise their pet’s well-being and are willing to pay for high-quality care, including those who travel frequently, have busy lifestyles, or want their pets to be socialised.
• USP: spacious accommodations, personalised care plans, enrichment activities (playtime, socialisation, training), live webcams for owners, and optional grooming services.
• Vision: to be the premier pet hotel in [city, state], providing a safe, enriching, and enjoyable experience for pets.
• Facilities: multiple suites with varying sizes, indoor/outdoor play areas, designated cat areas, on-site grooming salon, and a designated staff area for pet care and monitoring.

3. Hotel vision statement

• Vision: To be recognised as the leading pet hotel in [city, state], providing a home-away-from-home experience where pets feel loved, safe, and enriched.
• Guest experience: Offer every pet a personalised and stress-free stay, with tailored care plans and activities that promote wellbeing and happiness.
• Values: Foster a compassionate and attentive environment where every staff member treats pets like family.
• Future goals: Expand our range of services and continuously innovate to meet the evolving needs of pet owners, ensuring we remain at the forefront of pet hospitality.

4. Market analysis & strategy

• Market size & growth: [city, state] has a growing pet population, with [statistics on pet ownership and pet care spending].
• Competition: [list of pet hotels in the area] with a focus on their pricing, services, and target market. highlight Pawsitively Pampered’s competitive advantages.
• Target audience: [demographics, pet ownership patterns, pet care preferences, willingness to spend on premium services].
• Trends: growth in pet humanisation, increasing demand for personalised care, pet enrichment programs, and mobile technology for pet monitoring.

5. Marketing & sales

• Online: professional website with booking system, social media presence showcasing happy pets, testimonials, and behind-the-scenes glimpses of care.
• Offline: partner with local vet clinics, groomers, and pet stores for referrals, flyers, and brochures. attend local pet events and participate in community activities.
• Sales: direct bookings through website, partnership with pet travel agencies, and potential future offerings of daycare and grooming services.
• Pricing: offer tiered pricing based on room size, pet type, and length of stay, with premium packages for personalised services and extra playtime.

6. Organisation

• Ownership: [owner name], [background and experience with pet care].
• Management: [owner], [staffing manager with experience in animal care and management].
• Personnel: experienced and certified pet care professionals, with training in animal handling, first aid, and enrichment activities.

7. Operational plan

• Management structure: [owner], [staffing manager], with clear roles and responsibilities.
• Staffing: [number of staff] based on projected occupancy, with a focus on hiring caring and experienced pet professionals.
• Training: ongoing training for staff in animal care, handling, first aid, and pet enrichment activities.
• Budget: [projected expenses for staff salaries, utilities, supplies, marketing, and other operational costs].

8. Revenue & pricing

• Revenue streams: Boarding fees, daycare fees (future), grooming fees (future), potential retail sales of pet supplies.
• Pricing strategy: competitive pricing based on market analysis, with tiered packages offering different levels of service and enrichment.
• Financial projections: [projected revenue, expenses, and profitability for the next 3-5 years based on occupancy, pricing, and operating costs].

9. Competitive analysis

• Comparison: compare Pawsitively Pampered’s offerings to those of competitors, highlighting key differentiators in services, amenities, and pricing.
• Usp: emphasis on personalised care, enrichment activities, and a “home-away-from-home” atmosphere for pets.
• Competitive advantage: offering a premium pet care experience tailored to individual pets’ needs and preferences.

10. Risk management

• Risks: economic downturns, changes in pet ownership trends, competition, pet health issues, and potential for negative online reviews.
• Mitigation: contingency plans for economic downturns, proactive marketing to attract new clients, strong focus on pet safety and health, response protocols for negative reviews.

11. Financial projections & funding

• Financial projections: [projected revenue, expenses, and profitability for the next 3-5 years].
• Funding: [amount of financing required] for initial setup costs, including renovations, equipment, marketing, and working capital.

Boutique hotel business plan

1. Executive summary

• Concept: “The Urban Retreat” is a chic, boutique hotel in the heart of [city, state], offering a sophisticated and personalised experience for discerning travellers.
• Target market: travellers seeking stylish and unique accommodations, personalised service, and a curated experience in a vibrant city location.
• Key goal: achieve 75% occupancy within the first year, expand to include a rooftop bar and restaurant within two years.
• Marketing: focus on online booking platforms, social media showcasing the hotel’s design and ambiance, and partnerships with local businesses.
• Financial: project $x in revenue annually with a net profit margin of y% within the first year, secure $z in financing for initial setup and renovations.

2. Business description

• Name & brand: “The Urban Retreat,” conveying a sense of relaxation and sophistication within a vibrant urban setting.
• Location: [address, city, state], a trendy neighbourhood with proximity to arts, culture, and nightlife.
• Target audience: discerning travellers, business professionals, and couples seeking unique and stylish accommodations, personalised service, and a curated experience.
• USP: modern design with locally sourced art, cosy and comfortable rooms, a focus on local experiences (restaurant recommendations, hidden gems), and personalised concierge services.
• Vision: to be the premier boutique hotel in [city, state], providing a sophisticated and unforgettable experience for discerning travellers.
• Facilities: [number of rooms] with unique and eclectic design, a cosy lounge area with a curated library, a rooftop bar with panoramic city views, and a small, intimate restaurant serving seasonal cuisine.

3. Hotel mission statement

• Purpose: Deliver a [describe experience, e.g. refined and personalised] stay for guests seeking [describe target guest preference, e.g. comfort, style, and meaningful connections].
• Guest experience: Create a [describe atmosphere, e.g. warm and inviting] environment where guests feel [describe desired feeling, e.g. valued and inspired], supported by [describe key service feature, e.g. tailored amenities and intuitive service].
• Hotel mission statement sample: “To be the [insert descriptor, e.g. city’s most inviting] boutique retreat, where [describe highlights, e.g. thoughtful design, local charm, and personalised service] come together to create unforgettable stays.”
• Values: Focus on [insert values, e.g. authenticity, creativity, and hospitality] to offer guests a stay that reflects the local culture and a distinct sense of place.
• Team commitment: Foster a team culture based on [insert principles, e.g. passion, attentiveness, and dedication] to deliver genuine and memorable guest service.

4. Market analysis & strategy

• Market size & growth: [city, state] has a thriving tourism industry with increasing demand for boutique hotels and unique experiences.
• Competition: [list of boutique hotels in the area] with a focus on their pricing, services, and target market. highlight The Urban Retreat’s competitive advantages.
• Target audience: [demographics, travel habits, preferences for boutique hotels, willingness to pay for unique experiences].
• Trends: growing demand for unique experiences, personalised service, locally sourced food and beverages, and sustainable practices in hospitality.

5. Marketing & sales

• Online: high-quality website with stunning photography showcasing the hotel’s design, professional booking engine, and social media presence with regular updates on events, special offers, and local recommendations.
• Offline: partner with local businesses, art galleries, and event organisers to offer packages and promotions. collaborate with travel bloggers and influencers to showcase the hotel experience.
• Sales: direct bookings through the website, partnerships with online travel agents, and potential participation in travel industry events.
• Pricing: competitive pricing based on market analysis, with premium pricing for suites and unique experiences.

6. Organisation

• Ownership: [owner name], [background and experience in hospitality and design].
• Management: [owner], [general manager with experience in boutique hotels and guest relations].
• Personnel: staff with a passion for hospitality, knowledge of local attractions, and a focus on providing personalised service.

7. Operational plan

• Management structure: [owner], [general manager], [head chef], [concierge], with clear roles and responsibilities.
• Staffing: [number of staff] based on projected occupancy, with a focus on hiring friendly and knowledgeable staff.
• Training: ongoing training for staff in guest service, local area knowledge, and bespoke service.
• Budget: [projected expenses for staff salaries, utilities, supplies, marketing, and other operational costs].

8. Revenue & pricing

• Revenue streams: room revenue, restaurant revenue, bar revenue, and potential event space revenue.
• Pricing strategy: competitive pricing based on market analysis, with premium pricing for suites, special packages, and curated experiences.
• Financial projections: [projected revenue, expenses, and profitability for the next 3-5 years based on occupancy, pricing, and operating costs].

9. Competitive analysis

• Comparison: compare The Urban Retreat’s offerings to those of competitors, highlighting key differentiators in design, atmosphere, amenities, and pricing.
• USP: modern design, local experiences, personalised service, and curated events.
• Competitive advantage: offering a unique and stylish hotel experience for discerning travellers seeking a sense of discovery and connection with the local culture.

10. Risk management

• Risks: economic downturns, changes in travel patterns, competition, seasonality, and negative online reviews.
• Mitigation: contingency plans for economic downturns, proactive marketing to attract new clients, strong focus on guest satisfaction and positive online reviews, and strategic partnerships with local businesses to offer unique experiences.

11. Financial projections & funding

• Financial projections: [projected revenue, expenses, and profitability for the next 3-5 years].
• Funding: [amount of financing required] for initial setup costs, including renovations, furniture, equipment, marketing, and working capital.

Luxury hotel business plan

1. Executive summary

• Concept: “The Grand Vista” is a luxury hotel located in [city, state], offering unparalleled comfort, service, and exclusivity for discerning guests.
• Target market: wealthy travellers, business executives, and discerning individuals seeking the ultimate in luxury, privacy, and personalised experiences.
• Key goal: achieve 60% occupancy within the first year, expand to include a world-class spa and private dining experiences within two years.
• Marketing: focus on high-end travel agencies, online luxury travel platforms, exclusive partnerships, and personalised marketing to affluent clientele.
• Financial: project $x in revenue annually with a net profit margin of y% within the first year, secure $z in financing for initial setup, renovations, and luxury amenities.

2. Business description

• Name & brand: “The Grand Vista,” conveying a sense of grandeur, exclusivity, and breathtaking views.
• Location: [address, city, state], a prestigious location with panoramic views, close to upscale shopping, dining, and cultural attractions.
• Target audience: affluent travellers seeking privacy, personalised service, bespoke experiences, and a sense of exclusivity.
• USP: opulent rooms and suites with personalised amenities, a dedicated concierge team offering bespoke services, private dining experiences, and a focus on unparalleled privacy and comfort.
• Vision: to be the ultimate luxury destination in [city, state], providing an unparalleled experience for discerning guests seeking sophistication, comfort, and personalised service.
• Facilities: [number of rooms] with luxurious appointments, including butler service, private terraces, state-of-the-art technology, and bespoke amenities. exclusive restaurant with award-winning cuisine, a fully-equipped spa, a fitness centre, and a rooftop pool with stunning city views.

3. Hotel mission statement

• Purpose: Provide a sophisticated, personalised, and welcoming environment for guests seeking a boutique hotel experience in [city, state].
• Guest experience: Deliver memorable stays by offering tailored services, thoughtful amenities, and a deep connection to the local culture.
• Hotel mission statement sample: “To create an urban sanctuary where every guest feels inspired, cared for, and connected to the heartbeat of the city.”
• Values: Emphasise hospitality, authenticity, and attention to detail in everything from room design to guest interactions.
• Team commitment: Foster a passionate team culture focused on exceeding guest expectations through genuine and attentive service.

4. Market analysis & strategy

• Market size & growth: [city, state] attracts a significant number of affluent travellers, with a growing demand for luxury hotels and bespoke experiences.
• Competition: [list of luxury hotels in the area] with a focus on their pricing, services, and target market. highlight The Grand Vista’s competitive advantages.
• Target audience: [demographics, travel habits, preferences for luxury hotels, willingness to pay for exceptional experiences].
• Trends: growing demand for personalised service, curated experiences, exclusive access, and sustainability in luxury travel.

5. Marketing & sales

• Online: luxurious website with high-quality photography showcasing the hotel’s opulent design, a dedicated concierge section for booking bespoke experiences, and a presence on luxury travel platforms.
• Offline: partnerships with high-end travel agencies, participation in luxury travel industry events, and exclusive marketing campaigns targeted to affluent clientele.
• Sales: direct bookings through the website, partnerships with luxury travel agencies, and a dedicated team handling bespoke requests from discerning guests.
• Pricing: premium pricing based on market analysis, with personalised packages offering curated experiences, exclusive amenities, and tailored services.

6. Organisation

• Ownership: [owner name], [background and experience in luxury hospitality and management].
• Management: [owner], [general manager with extensive experience in luxury hotel management and guest relations].
• Personnel: highly trained and experienced staff with a focus on providing personalised service, discreet attention, and a commitment to exceeding guest expectations.

7. Operational plan

• Management structure: [owner], [general manager], [head chef], [spa director], [concierge manager], with clear roles and responsibilities.
• Staffing: [number of staff] based on projected occupancy, with a focus on hiring experienced and dedicated staff with a passion for luxury hospitality.
• Training: rigorous training programs for all staff in luxury service protocols, bespoke experience creation, and exceptional guest relations.
• Budget: [projected expenses for staff salaries, utilities, supplies, marketing, and other operational costs, including a significant investment in luxury amenities and experiences].

8. Revenue & pricing

• Revenue streams: room revenue, restaurant revenue, spa revenue, and revenue from exclusive events and private experiences.
• Pricing strategy: premium pricing based on market analysis, with personalised packages offering curated experiences, exclusive amenities, and tailored services.
• Financial projections: [projected revenue, expenses, and profitability for the next 3-5 years based on occupancy, pricing, and operating costs].

9. Competitive analysis

• Comparison: compare The Grand Vista’s offerings to those of competitors, highlighting key differentiators in design, service, amenities, and experiences.
• USP: unparalleled privacy, personalised service, bespoke experiences, and a commitment to providing a sanctuary for discerning guests.
• Competitive advantage: offering a luxury experience that goes beyond mere indulgence, focusing on creating a sense of exclusivity, personalised attention, and an unforgettable journey for every guest.

10. Risk management

• Risks: economic downturns, changes in luxury travel trends, competition from emerging luxury destinations, global events impacting travel, and negative online reviews.
• Mitigation: contingency plans for economic downturns, proactive marketing to attract new clients, strong focus on guest satisfaction and positive online reviews, and strategic partnerships with luxury travel agencies and influencers.

11. Financial projections & funding

• Financial projections: [projected revenue, expenses, and profitability for the next 3-5 years].
• Funding: [amount of financing required] for initial setup costs, including renovations, furniture, equipment, marketing, and working capital, and a significant investment in luxurious amenities and experiences.

Hotel business plan tips and best practices

Making a hotel business plan can be a huge investment in time and resources. There are ways to make your final plan more effective, however, no matter how long you may spend putting it together:

1. Keep it concise and focused. Don’t try and dig into every detail in your overall hotel plan. It will simply make it bloated. Outlining daily housekeeping schedules in your operational plan, for example, isn’t likely useful at this high, strategic level. Keep it clear, concise, and easy to understand.
2. Focus on your strengths (but don’t hide your weaknesses). Your plan should highlight your hotel’s unique selling propositions and what makes you stand out from competitors, whether it’s location, amenities, services, brand, or all of the above. However, don’t make the mistake of being unrealistic: call out your challenges, and always follow up with how you’re going to tackle them.
3. Update, update, update. A wise person once said that no battle plan ever survives contact with the enemy. The same is true for hotel business plans. Don’t wait years to update your plan; take the time at least once a year to review and renew your strategy, ensuring that you don’t fall behind and miss an opportunity – or a threat.

Hotel customer service is the range of services and interactions provided by hotel staff to ensure a pleasant and satisfying experience for guests. It includes everything from booking and check-in to answering questions, resolving issues, and providing amenities during a guest’s stay. 

To help you master hotel customer service, this blog will briefly discuss the most important factors that go into creating positive, shareable, memorable experiences for your guests, including practical tips, tricks, tools, and actionable strategies.

What is the importance of customer service in hotels?

Customer service in hotels is crucial because it directly impacts the guest experience and the hotel’s reputation. It’s a straightforward idea:

• Excellent customer service ensures that guests feel valued and taken care of, which can lead to repeat business and positive reviews. 

• Satisfied guests are more likely to recommend the hotel to others, boosting the hotel’s reputation and attracting new customers. 
• Exceptional customer service can differentiate a hotel from its competitors, creating a loyal customer base. 

Investing in quality customer service not only enhances guest satisfaction but also drives long-term business success.

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How to provide the best hotel customer service

Did you know that for 61% of travellers it takes just one bad experience to swear off a hotel brand and find an alternative? This shows that a lot of people will only stand to have their trust broken once, and are not liable to provide many second chances. In fact, if multiple negative experiences occur, you’ll lose 76% of customers. It’s not a surprise that guests have high expectations – and they continue to rise – but it is concerning for hoteliers, who are trying hard to generate long-term customers.

So, how do you work on preventing this one destructive experience? There’s probably no way of eliminating it completely. Mistakes do happen, as do unreasonable customers – but by taking a laserlike focus to customer service and realising it could be the most important function at your hotel, you can start to build a reputation for excellence.

Here are our top ways to provide the best hotel customer service that you can achieve for your property.

1. Look beyond your borders

One of the most salient points to make is that customer service is universal, abounding in every industry. So even if you’re convinced you have the best customer service in the hotel industry, it doesn’t mean you can’t improve on it because a brand in another industry may set a whole different standard for what great customer service means.

What you really should be doing is keeping up with customer expectations. If that means you’re strides ahead of your rivals, all the better.

Think carefully about your own experiences. Which company has impressed you the most? Whoever it may be, you can use this as a benchmark to mark your own business by.

Realising that customer service could be the most important function at your hotel, helps you to start building a reputation for excellence. 

2. Aim for consistency

Everyone has off days and one day it’s going to happen to your staff or yourself at some stage. To help avoid lapses make sure attention to detail is a priority at all times. You also need to make it fun, not only for guests but for yourself. If staff are enjoying their working environment it will show in their performance and vice versa.

The more guests you can leave a great impression on the more likely it is some of them will become free ‘brand ambassadors’, recommending your hotel to people they know and sharing their experience on social media. They’ll even spend more while at the property too!

3. Think considerately about what customers want

Often businesses don’t take enough time to truly understand the needs and desires of customers. Rather they offer what they themselves perceive to be of value, and often it’s too surface level.

Comfort is essential for travellers who want to spend the majority of their time relaxing. Getting the simple things perfectly right is usually what guests will love, as it appeals to their basic human needs.

Don’t be shy in asking for constant feedback and discovering what the guests at your hotel appreciate the most and what you can do to improve their stay next time.

4. Have flexibility when it comes to service

Sometimes solving a problem for a customer or making their stay as good as it possibly can be requires something out of the ordinary. Great customer service shouldn’t be dictated by company policies or rules all the time. Staff should have a certain amount of freedom in this instance to do what they feel is necessary to make a guest happy.

When things go wrong, or a guest makes a complaint a certain amount of creativity is going to be needed to get things back on track. The more effort a staff member is able to put in, the more likely it is that a guest will give the business a second chance or change their negative feedback to a positive review.

5. Know your customer base

Today’s travel market is diverse, encompassing everything from baby boomers to socially-minded millennials to wealthy leisure travellers. The more you understand your target market and the emotional experiences they seek, the better you can tailor your products and offerings to serve them.

To build loyalty, a hotel’s offerings must be aligned with their guests’ core values and beliefs. For example, 77% of millennials believe it’s important that their money goes towards making the world a better place, a finding which has important implications for hotels catering to this fastest growing travel market segment.

6. Improve on operation processes

Today’s consumers are expecting ever-greater levels of speed and efficiency. As such, consider incorporating your operations processes into your marketing strategies, such as self-serve kiosks that save time at check-in or online booking systems that allow customers to digitally view and select their rooms.

7. Maintain supplier relationships to high standards

Savvy businesses know that excellent relationships along their entire supply chain are essential to their success. As such, treat your suppliers with the same courtesy and respect that you grant your customers, and make sure they know you expect the same level of service from them.

8. Exceed expectations

When a guest stays with you, they are entrusting you with their care and well-being. As such, strive to exceed expectations at all times and, in turn, they will reward you with their loyalty and free word-of-mouth marketing through their networks.

Clearly, there are many ways to redefine your customer service. From your front desk to your online presence, creating memorable, customer-centric memories is the key to success now and into the future.

The more emphasis the hotel owner or manager puts on customer service, the more engaged staff will be in delivering great service. It can’t be stressed enough that guests are the most important part of the hotel business.

Hotel customer service examples to enhance the ambiance of your property

Exceptional customer service is key to elevating the ambiance of your hotel and providing guests with an unforgettable experience. By implementing personalised touches, efficient processes, and cutting-edge technology, you can create a warm and inviting environment. Here are some examples of how to enhance your property’s ambiance through superior customer service:

Personalised welcome message

A personalised welcome message can make guests feel special and valued right from the start. For instance, using SiteMinder’s booking system, you can gather guest preferences and send a tailored welcome email before their arrival. This message can include details about their room, local attractions, and any special requests they made. Such personalisation shows attention to detail and enhances the guest’s initial impression of your hotel.

Efficient check in and check out

Streamlining the check-in and check-out processes can significantly improve guest satisfaction. Using SiteMinder’s integrated systems, you can offer online check-in options, allowing guests to bypass the front desk upon arrival. Quick and efficient check-out processes also ensure that guests leave your hotel with a positive impression, minimising any delays or inconveniences.

Multilingual approach

Catering to a diverse range of guests by offering multilingual services can greatly enhance the guest experience. Employing multilingual staff or using translation apps during interactions ensures clear communication and makes international guests feel more at home. SiteMinder’s website builder includes the ability for multilingual websites, ensuring that you can market to and communicate with guests in their preferred language.

Technology integration

Integrating modern technology into your hotel’s operations can create a seamless and enjoyable experience for guests. For example, using SiteMinder’s channel manager, you can ensure that room availability and pricing are always up-to-date across all booking platforms. 

Additionally, implementing smart room controls, mobile room keys, and digital concierge services through one of SiteMinder’s partners can impress tech-savvy guests and enhance the overall ambiance of your property.

“Since we started using it ourselves, we have experienced increased visibility for our hotel. We are grateful for the decision to switch to SiteMinder, as it has provided us with more valuable time to focus on guest satisfaction.”

Benjamas Kitsaengklai,

Assistant General Manager

Ping Nakara Boutique Hotel and Spa

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Hotel customer service tips for leveraging social media

Do you know how your guests really feel about you? Fortunately, technology is making it easier than ever to get real-time feedback with website and smartphone surveys as well as social media listening tools to actively monitor what people are saying about your brand online.

‘The customer is always right’ has never been truer than in our age – the age of the Internet. With the ability of a single tweet, post or review from an unhappy customer to reach thousands, it’s your responsibility to listen to customers and make things right. Statistics show hotels that exceed their customer experience scores by 10% exceed $1 billion in aggregate revenue.

When it comes to posting and sharing content, Twitter is less effective than Facebook and Instagram, and staff can find it overwhelming to keep on top of the continuous, snappy engagement that this social media platform demands.

However, its 320 million monthly users can’t be ignored, and Twitter is without doubt the best social media channel for breaking news, tracking trends, and responding quickly to customer complaints and comments.

Twitter is especially suited to the fast-moving mobile use of frequent travellers, but they will not engage with sales-related tweets.

Here’s our advice on how to engage with and listen to your hotel’s customers on Twitter.

1. Speak up

Anyone taking to Twitter to complain about your hotel is already disproportionately upset. The customer service process within your property has failed them somehow, and your silence in response to their tweet is contemptuous.

Don’t be afraid of engaging in this type of conversation. If you follow the guest on Twitter you can continue your discussion via private message, and return to the network with a public message along the lines of, ‘I’m so pleased we resolved this difficulty…’.

2. Speed up

Make sure staff keep their eyes peeled for any negative activity to respond to appropriately – and you’ll be among the minority of operators that bother.

3. Use hashtags

Tweets with hashtags receive more retweets and favourites. Anyone who searches for a hashtag you have used may find your tweet, and more importantly your hotel.

As well as generic hashtags such as #travel #trips, you should generate others that may resonate with your customers or that are appropriate to your location.

Don’t overuse hashtags though. They’ll make your tweet appear cluttered and disrupt the narrative. Twitter says to use no more than two hashtags per tweet.

4. Provide valuable information

A hotel can become a valuable news source by posting information about local events. Enliven your chat with photos of the city, discount vouchers, and comment on positive local news stories as they unfold.

Tweet about local events, especially if you’re providing a transport option or shuttle to them. Always include the host organisation’s Twitter handle in your comments, and images or videos.

Hilton has become well-known for the travel advice it gives out on Twitter – take a look at its profile @HiltonSuggests to see the kind of tips it regularly publishes.

5. Be proactive

Did one of your guests tweet that he isn’t looking forward to waking up before dawn for an early morning meeting? Surprise him with fresh coffee at his door. It’s quite straightforward to set up your Twitter feed to follow mentions of your city, a competitor or a local event.

Keywords like ‘lost’, ‘tired’ ‘hungry’ or ‘disappointed’ so you can come to the rescue of disenchanted travellers with the offer of a room at a special rate, or a free hot chocolate.

Don’t overdo this. Jumping on every tweet that mentions your town sounds desperate and you don’t want to dominate the conversation.

6. Personalised the service 

Your hotel is a people business and guests visit you for a memorable stay. You should make an effort to replicate face-to-face interaction.

Put your name and the names of anyone who tweets on your business account. End your hotel’s tweets with names, as opposed to initials, to help create a sense of familiarity with your hotel and your staff.

Want guests to remember you even more? Offer the personal touch that will stick out in people’s minds. Greeting your guests by name, offering personalised recommendations and treating guests to services above and beyond the norm will help you leave a lasting impression.

How to improve hotel customer service standards to meet cultural needs

Cultural awareness and sensitivity is extremely important at your hotel, from both a guest and staff perspective. Wherever your hotel is situated you must consider that the culture of visitors may be very different to yours, and it’s also likely you will hire staff from diverse backgrounds too.

Including this in your hotel customer service strategy will greatly improve your level of guest and staff satisfaction, resulting in better reviews and an improved reputation for your business.

Here are the most important things to take note of. 

1. Be conscious of food requirements

Yes, when people travel they are often open and eager to try new things but they also want access to what they like and what they’re familiar with. This is where it’s vital to know the historical trends of your hotel and collect data on your guests.

If the majority of your guests are Chinese, the food you serve in your kitchen or restaurant should provide them with traditional and authentic options. The same goes for Middle-Eastern guests who will require Halal meals to be available. Other cultures, such as Greek, typically eat at unconventional hours. Some Greek travellers probably won’t want their main meal of the day before 10pm so navigating situations like this is something else you will have to juggle.

For guest satisfaction, there are few things more important than the dining experience at your hotel so it pays to consider the options carefully.

2. Accommodate religious beliefs and rituals

Many religions have strict customs that guests will need to adhere to even when on holiday.

You should think very carefully about setting aside quiet and private spaces for prayer and contemplation. The space needs to be easily accessed and available at all hours of the day, so you don’t exclude anyone.

You should also note the time of year that guests are visiting and see if anything of religious significance is happening. For example, pay attention to the dates for when Muslims practice Ramadan as they change every year. You should consider removing alcohol from their rooms and be flexible around meal times.

3. Educate on customs and preferences

While dining and religion are definitely the two most important considerations, cultural awareness also extends to the hotel room itself and the everyday interactions with your guests.

Take TV for example. Guests want something that interests them and something that allows them to relax. If all you’re offering is local news channels or cartoons, you may be inviting some frustration from your guest. 

With some Arabic channels, a Bollywood movie channel and a large variety of daytime international soaps, you’ll be ahead the game.

Another factor is the way your staff communicate with international guests. 

Even though in Japan bowing is a common custom, it’s a very complicated one and Japanese travellers don’t usually expect to be greeted in this way when they come to your hotel. If you bow too low, or not low enough, you risk offending your guest as soon as they arrive. In the same context, within certain Middle-Eastern cultures a man would never shake hands with a woman.

It’s always best to train your staff to use some reserve in these regards and maintain a neutral but respectful approach.

4. Know how to get the best out of your staff

Many hospitality workers are also migrants so the chances of you hiring a staff member from a different culture is high. There may be language barriers to overcome, but the most important element is the attitude and respect you have towards each other.

Feedback and criticism can be approached in many different ways depending on culture. Some cultures like to be direct, while others will be less confrontational and more passive.

In countries like France, Italy, or Spain decisions are always made by people nearer the top of the company hierarchy while in certain 

Scandinavian countries, lower grade employees are given the autonomy to make decisions. This is why it’s important both you and your staff are on the same page when it comes to managing the many nuances within your hotel.

Hotel customer service training & skills

Effective hotel customer service training is essential for ensuring that staff have the skills needed to provide exceptional guest experiences. Key skills include communication, problem-solving, empathy, and knowledge of hotel operations. These skills help staff anticipate guest needs, resolve issues efficiently, and create a welcoming atmosphere. For comprehensive training resources, visit our dedicated pages:

• Hospitality Training
• Hotel Training

Booking lead time is the time between a guest making their booking and arriving at your hotel for their stay. For example, a guest who books your hotel on the 17th of July and arrives on the 31st of July has a booking lead time of 14 days.

The booking lead time is the window between purchase and experience in which many things can happen, including a cancellation, extra expenditure, modifications, or requests.

This blog will take you through all the ins and outs of booking lead time, and how your hotel can take advantage of it.

Why is booking lead time important?

Booking lead time is an important metric for your hotel to track because it helps with forecasting and strategic planning.

The further ahead your hotel has a room booked, the more revenue you know that you have confirmed for a certain time period. Understanding this, you can make adjustments to maximise the revenue from the rooms you haven’t sold and also put other plans in place to boost income.

Greater lead time also gives your hotel more time to learn about your guests. This allows them to plan for their stay so that it can be personalised for the guest to have the best possible experience, ideally resulting in positive online feedback and a return stay in the future.

Booking lead times will also enable the hotel to offer more targeted offers to incentivise additional guest spending to increase the profit of the business.

Track booking lead time and maximise revenue

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Lead time in booking hotels: What are the trends?

The average lead time in booking hotels tends to be within the range of 20-60 days. It’s important to note that average lead times can change from country to country, and over time, the global average shifts as well.

According to SiteMinder’s Hotel Booking Trends, average lead time in booking hotels has increased from 35.67 days in previous years to 36.43 days in recent years.

In terms of destinations, Ireland has the highest average lead time of the markets analysed at 53.69 days, while Malaysia has the lowest at 23.75 days. 

These trends can often be influenced by the domestic vs international travel split, with international guests typically booking further in advance compared to dometic guests. For instance, last year, the biggest growth from the prior year was seen in Indonesia as enthusiastic guests from Australia, the UK, and the US booked well in advance.

When travellers are confident in the market conditions and more sure their booking won’t be cancelled and modified, they will be more likely to book with a higher lead time. This is why we saw lead time plummet to 22.68 days in the year after the pandemic shutdown, when COVID was still a huge factor.

Airbnb booking lead time

Airbnb booking lead time is hard to measure as no official reports have been released, however it’s safe to say that it will be similar to that of hotels. If you run an airbnb, pay attention to what the average booking lead time is in your country. Seasonality can also play a big role.

Your Airbnb will probably see a larger booking lead time for your high season, a slightly lower lead time for off-season holidays, and an even lower lead time again for your low season. It’s worth noting that guests on Airbnb can book up to two years in advance.

The majority of guests today are savvy operators who understand travel patterns and plan accordingly, meaning those who plan to stay at a property during high season will make their booking well in advance to ensure vacancy is available to them.

Maximum booking lead time: What should your strategy be?

In most cases, your maximum booking lead time will be dictated by the platform you are selling your rooms on. You can choose to set a maximum, such as two years on Airbnb or 360 days on Booking.com, though it will be rare for guests to book this far in advance

To encourage extended lead times and boost your chances of generating extra revenue, there are a few strategies you can try.

For instance, in your marketing and communications you can highlight the fact that early bird bookers:

• Get a better selection of properties
• Get a better selection of room types
• Have more time to cancel and book travel again if plans change
• Will have greater opportunity to take advantage of discounts and offers
• Give the hotel more chance to personalise their experience

It’s important to use data to your advantage, from pricing dynamically based on real-time market conditions to understanding your guests better, so you can maximise revenue all year.

For example, if you have records that show certain traveller demographics book further in advance or for particular times of the year, you can implement appropriate and relevant promotions to attract the right guests at the right time.

“Our previous direct booking option was very confusing and not very user-friendly. SiteMinder’s booking engine is a lot better integrated on the website and makes it easy for guests to book. So far, we have increased our direct bookings by 15%”

Mirja Wolf,

Manager

Hotel Kragemann

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Tools to help you take advantage of booking lead time

By using smart hotel technology and tools, you’ll be able to analyse booking lead time at your hotel, and also put your plans into action quickly and easily.

By using a channel manager and business intelligence solution, you’ll have access to vital data including Booking Performance and Pace reports. 

These will help you uncover metrics such as lead time so you can make informed strategic decisions to maximise revenue at your property.

Hospitality podcasts are audio and/or video shows that focus on the hotel, restaurant, and tourism industries. These podcasts can cover a wide range of topics; from optimising hotel business revenue, to talking about hospitality industry trends, to light-hearted travel and tourism stories.

Ranging from 15 minutes to more than 60 minutes, hospitality podcasts can be hosted and consumed in a number of ways. These include dedicated podcast platforms, Apple and Spotify, YouTube, SoundCloud, and more.

Podcasts are on the rise, with more than half a billion listeners projected for this year and it’s set to be a 100 billion dollar industry by the end of the decade. And they serve a real purpose too, with 74% of listeners saying they consume podcasts to learn something new.

This blog will take you through everything you need to know about hospitality podcasts, including some of the best options for you to listen to.

Why are hospitality podcasts useful for industry professionals?

Hospitality podcasts offer valuable insights and practical knowledge for hotel managers looking to stay informed, inspired, and ahead in the industry. Regularly listening to these podcasts in your downtime or during your commute can help you:

• Stay updated on industry trends: The hospitality sector evolves rapidly, driven by changing guest preferences, behaviours, and technology adoption.
• Gain fresh inspiration: Podcasts often focus on innovative strategies and ideas, sparking creativity that you can apply to your own hotel business.
• Learn from industry leaders: Podcasts often feature interviews with successful industry experts who share their experiences and insights on achieving business success.
• Access practical tips easily: Hospitality podcasts present valuable advice in a convenient format, making it easier for you to absorb useful information without the need for extensive reading.
• Build networks and solve problems: Listening to podcasts can introduce you to other industry professionals worth connecting with, creating opportunities for learning and collaboration.

Hotel podcast: SiteMinder’s Standard Room With Breakfast

Gain new and unique perspectives on optimising revenue and managing hotels, featuring interviews with a variety of industry professionals.

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Top 11 podcasts about hospitality that you should listen to 

So what are some good examples of podcasts about hospitality? Here’s a list of 11 hotel podcasts that we’ve found for your hospitality business to benefit from.

1. SiteMinder’s ‘Standard Room With Breakfast’

At SiteMinder, we have our very own hotel podcast called ‘Standard Room With Breakfast’.

Designed to give hoteliers new and unique perspectives on running a business and optimising revenue, ‘Standard Room With Breakfast’ features interviews with a wide range of industry professionals and leaders.

Don’t miss out on all the key insights. You can watch it here via SiteMinder’s YouTube channel.

2. Skift Podcasts

One of the most reliable publications in the travel industry, Skift also produces podcasts. With four productions to subscribe to, Skift has every angle covered when it comes to podcasts, with daily industry briefings, traveller deep-dives, airline news, and event manager tips.

3. Hotel Moment

Produced by Revinate, Hotel Moment focuses on insights and interviews with leaders from hotel brands across North America, Europe and Asia Pacific.

4. Hospitality Digital Marketing

If you want a weekly dose, this is the podcast for you. Hospitality Digital Marketing covers the latest industry news, trends, and marketing techniques for hoteliers.

5. Slick Talk: The Hospitality Podcast

Definitely a popular one, host Wil Slickers brings lived industry experience to a podcast that covers everything that makes hotels interesting, including interviews with some of the most established brands.

6. All in the Industry

Largely renowned as one of the more popular hospitality podcasts on the air, All in the Industry connects with some of the best talent in the industry to go behind the scenes and stay on top of all the latest happenings.

7. Suite Spot: A Hotel Marketing Podcast

If you’re looking for specific tips and tricks for your business, this podcast is for you. Suite Spot brings together industry experts to cover all things marketing from content, to search, to reviews.

8. Defining Hospitality

For more philosophical minds, Defining Hospitality is exactly that; a philosophical look at what makes hospitality what it is and how it impacts other parts of life. It’s a holistic view of the overall value of hospitality in society.

9. StayNTouch Podcast

StayNTouch offers extremely relevant and specific podcasts for hoteliers on a range of topics. These include: hotel technology trends, hotel PMSs, cloud technology, mobile, self-service, and more. The best thing is the majority of their podcasts are less than 10 minutes long meaning you can learn a lot in a short amount of time.

10. Hospitality Academy Podcast

Headed by the 30+ years of experience of Susan Pannozzo, Hospitality Academy features interviews with other top industry professionals discussing topics such as guest experience, profitability, and training.

The show also delves into how hotel professionals can rise to the top picking up useful tips, like memory tricks and handling difficult customers, along the way.

11. TopFloor

It’s never a bad idea to look ahead and plan for the future. TopFloor takes a long-term view at hospitality, with host Susan Barry holding conversations with guests and stakeholders from every corner of the industry. 

So what happens when you take the learnings from your favourite podcasts and put them into action? Usually this means applying and executing strategies via a hotel platform such as SiteMinder, which enables hotels to maximise revenue and optimise operations.

What makes a great hospitality or hotel podcast?

To ensure you don’t waste time on lacklustre podcasts that don’t add any value to your business, there are some qualities you should look for in those that you listen to.

The best hospitality podcasts should offer:

• Valuable insights: The information presented should be fresh, comprehensive, and actionable.
• Credibility: Guests and presenters should be knowledgeable and well regarded in their field.
• Specificity: It’s ideal if the podcast has a theme or topic that gives listeners a targeted lesson or insight.
• High standards: High production quality – including audio and video quality, the professionalism of the speakers, and editing – should be evident.
• Accessibility: Not everyone listens to podcasts in the same way. The best podcasts will make themselves available on a variety of platforms in order to reach a large audience.
• Variety: Variety keeps things interesting, so good podcasts will usually have some different segments within an episode or mix it up week to week, to ensure the content remains engaging.
• Regularity: Consistent episode releases ensure a steady stream of new content and means that the audience won’t forget to tune in.

Perhaps the biggest signifier of all these factors comes from reviews online and any awards or recognition within the industry, so keep an eye out for these.

“The system is extremely user-friendly, stable, and simple to understand, as well as has a wide range of capabilities that fully suit the needs of varied tactics. We were able to increase RevPAR by more than 30% by executing yield management on the platform swiftly and accurately.”

Atchara Nakpoom,

Revenue and Reservations Manager

Kirimaya

Read more

How to find the best podcast about hospitality for your hotel needs

Not all hospitality podcasts will offer exactly what you’re looking for, so it’s helpful to be strategic in your search. Here are some tips to help you identify podcasts that truly add value to your role.

Identify your goals and interests

Before you start searching, clarify what you’d like to get out of a hospitality podcast. Defining clear objectives will help you focus on the most relevant content.

• Podcasts for hotel executives, general managers and property directors:
  Look for podcasts covering strategic leadership, revenue management insights, operational efficiency, team management, and profitability strategies.
  
• Podcasts for sales and marketing professionals:
  Search for episodes focused on digital marketing trends, direct bookings, social media strategies, SEO tips, and case studies from other hotels.
  
• Podcasts for industry professionals, operations and guest experience managers:
  Prioritise podcasts discussing guest satisfaction, personalisation, loyalty programmes, and best practices in service delivery.
  
• Podcasts for tech-focused hoteliers:
  Seek podcasts that highlight hotel technology innovations, integrations, automation tools, and software that streamline daily operations and enhance guest experiences.
  
• Podcasts for sustainability-minded professionals:
  Choose podcasts addressing sustainability practices, carbon footprint reduction, eco-friendly initiatives, and insights into responsible hospitality.

Where to search for hospitality podcasts

You have plenty of options when it comes to discovering quality hospitality podcasts. Here are a few popular platforms and their benefits:

• Apple Podcasts: Features comprehensive lists of podcasts along with user reviews and ratings, helping you quickly assess which podcasts are highly regarded by other hospitality professionals.
  Search tip: Use the categories, charts, curated lists, and user-generated ratings and reviews. Pay attention to podcasts with consistently high ratings, as these are typically reliable and informative.
  
• Spotify: Known for its easy-to-navigate interface and personalised recommendations, Spotify helps you explore both professional and casual hospitality podcasts.
  Search tip: Spotify will suggest similar podcasts once you’ve started following or listening to content relevant to hospitality management – so start listening and let the algorithm do the rest for you.
  
• Google Podcasts: Ideal if you’re using an Android device, with the added convenience of integration into Google search results, making it easy to find specific topics quickly.
  Search tip: Integrated directly into Google Search, this platform is ideal for quick searches on specific topics or industry trends. Simply searching hospitality-related terms on Google can directly surface relevant podcasts in search results.
  
• YouTube: Many podcast creators upload video versions, offering additional visuals that may help illustrate points more clearly and engagingly.
  Search tip: Ideal if you prefer visual learning or demonstrations. Search for hospitality-related channels or topics, subscribe to relevant podcast channels, and explore video descriptions for episode summaries to assess content quality. Most decent YouTube podcasts will include chapters in the video timeline at the bottom of the video and in the description. Use this to hone in on specifics.
  
• Podcast directories and industry websites: Look out for podcast round-ups or recommendations from reputable hospitality industry websites and blogs, as these can highlight podcasts that are specifically relevant to your profession.
  Search tip: Many hospitality-focused websites regularly publish lists of recommended podcasts. These curated lists often include summaries highlighting key topics, saving you time and effort. The key here is to curate a list of hospitality experts that you respect and are well-known – you may be able to simply search their name + “podcast” and you’ll uncover their own work as well as podcast episodes that they’ve been guests on previously.

How to search for the right podcasts

To narrow down your options quickly, use detailed keywords rather than general terms. Here are some specific examples to guide you:

• Hotel management and operations 
  • “hotel revenue management”
  • “hotel operational efficiency”
  • “front desk management strategies”
  • “property management systems for hotels”
    
• Sales, marketing, and revenue management 
  • “hotel direct booking strategies”
  • “hospitality digital marketing”
  • “hotel SEO tips”
  • “revenue management podcast”
  • “hotel loyalty strategies”
    
• Guest experience and customer satisfaction 
  • “guest experience podcast”
  • “personalisation in hospitality”
  • “improving hotel guest reviews”
  • “hotel customer service tips”
    
• Hospitality technology 
  • “hotel tech trends”
  • “property management software (PMS) podcast”
  • “hotel automation tools”
  • “smart hotel tech podcast”
    
• Sustainability in hospitality 
  • “hotel sustainability practices”
  • “eco-friendly hotels”
  • “sustainable tourism podcasts”
  • “carbon reduction for hotels”

Pay attention to user-generated content, including ratings and reviews on podcast platforms. Positive reviews from other hospitality professionals can help validate podcast quality and relevance. Join hospitality industry groups on LinkedIn or Facebook to ask for personal recommendations—these can often be more accurate than algorithm-driven suggestions.

Guest satisfaction is the cornerstone of a thriving hotel business, reflecting how well your property meets or exceeds the expectations of its guests. It relies upon the quality of service, cleanliness, comfort, and overall guest experience. 

Guest satisfaction in a hotel can often be quickly evaluated by the feedback you receive, either online or in person. Online reviews, in particular, can help you see if guests are satisfied and how you can improve based on what they liked and disliked about their stay.

Why is guest satisfaction important?

Guest satisfaction is pivotal to the success of any hotel as it directly impacts a hotel’s reputation, revenue, and long-term growth. A satisfied guest is more likely to book a return stay, and also recommend your property to their friends, family, and peers. The more business you can generate from existing guests, the more healthy your business will be in the long run, since you’ll be able to spend less on marketing and forecast more accurately.

However, if guests don’t feel connected to your brand, they could still be ruled by price, location or facilities next time they choose to book a stay. You need to connect with them emotionally to generate a meaningful experience that will resonate.

This emotional connection can turn a satisfied guest into a loyal one, who not only returns but also advocates for your hotel, sharing their positive interactions with others and enhancing your brand’s visibility and appeal. Focusing on guest satisfaction goes beyond providing excellent service – it’s about creating memories that foster loyalty and drive business growth.

Enhance guest satisfaction and revenue with SiteMinder

Streamline your hotel's operations with SiteMinder's intuitive tools, from booking management and personalised communication to direct booking enhancements.

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The impact of hotel culture on guest satisfaction

Building your hotel culture to reflect that of the local community may go a long way to securing your property more bookings. Being able to stand out from the competition is a rare and powerful trait if your hotel is able to manage it.

There are certainly some guests who prefer their hotel to be like a ‘home away from home’, but many more are looking for something new, authentic, and engaging. Recent times have seen the rise of wellness travel and experience-based trips that focus on the entire destination, not just a hotel and its rooms. A service like Airbnb is generally entrenched within local culture and it’s something hotels should be looking towards as they strive for bookings.

Depending on the property, the ways to achieve a greater affinity with the local community may vary and it’s a complicated process to find the right balance between providing luxury and giving guests a thorough connection to local culture. The question seems to be; is it more important for guests to connect with your brand, or the culture in which your brand is situated?

It must be noted your hotel should reflect the culture, not exploit it, because people will be able to tell the difference and the last thing you want to do is alienate guests with an insensitive experience. 

Some brands are already doing this to varying degrees. Ritz-Carlton uses local food trucks on its premises while in New York. Roger Smith brings local shopping straight to guests with pop-up stores. And there are other, more extreme, examples across the world where the balance is tipped in favour of authenticity over brand character – but for the most part this is what guests expect.

If guests check into a hotel in China and it feels the same as a hotel in Sydney, they’d be entitled to feel disappointed. Every hotel – even in a chain – should have a sense of its own charm based upon its location. It’s not only about catering to incoming traffic but also assimilating and feeling a part of the surrounding community.

How a cultural connection can help hotels with guest satisfaction

All travellers, even many business travellers will appreciate a taste of local flavour. The first step is to let the culture of your destination shape the design and decor of your hotel.

This way, your guests won’t feel like they’ve flown thousands of kilometres to sleep in the same city as the one they left. If your hotel is surrounded by the iconic architecture, your hotel should feel the same, be it sweeping high ceilings or intricately woven corridors. If travellers are comparing this with another, more generic property it’s obvious what they’ll choose.

Hotels can also create ‘culture’ packages that give guests the experience of local cuisine, combined with visits to local shows and attractions that will immerse and educate them in a manner that can’t be emulated anywhere else.

Enriching your hotel culture with local influence can only lead to guest satisfaction and host satisfaction alike and doing so will keep you in line with the progressive movements of the industry as a whole.

How to measure guest satisfaction

Measuring guest satisfaction is key to understanding and enhancing the guest experience at your hotel. One common method is through Customer Satisfaction Scores (CSAT), collected via post-stay surveys where guests rate their experience on a scale from 1 to 5. Scores of 4 or higher indicate positive sentiment. Other important metrics include the Net Promoter Score (NPS), which measures the likelihood of guests recommending your hotel, and online reviews on platforms like TripAdvisor and Google. 

You can also gather feedback through in-room tablets, mobile apps, email surveys, and direct interactions with guests. Analysing this feedback helps identify areas for improvement, train staff accordingly, and implement changes to enhance service quality. Regularly monitoring and responding to guest feedback fosters loyalty, encourages repeat visits, and drives positive online reviews, ultimately boosting your hotel’s reputation and revenue.

Examples of guest satisfaction survey questions to ask in your hotel

“Satisfaction” can be quite hard to pin down a precise definition of in the hotel industry. Every guest has different things that satisfy them, after all. However, there are a few consistent areas – and questions – that will provide any hotel with insight into what’s working well and what needs improvement.

• What was the reason for your visit?
• Were you alone or in a group?
• Why did you choose this hotel?
• How did you book your stay with us?
• Were the staff friendly and helpful?
• Did the staff respond quickly?
• Was your room comfortable and clean?
• Did you eat at the hotel?
• How would you rate the hotel food?
• Do you think that the hotel provides value for money?
• Overall were you satisfied, dissatisfied or neither?
• How likely are you to stay at this hotel again?
• How likely are you to recommend this hotel?
• What can we do to improve our service?

How to increase guest satisfaction in hotels

In essence, guest engagement at your hotel will be achieved through making the guest feel a certain way when they interact with your products and services. Feelings, emotions – they run the world and they’re especially important to travellers.

A successful hotel business is one that builds trust within travellers and clearly outlines what the customers will expect – and delivers every time. Only then will guests become loyal, repeat customers.

Taking a trip is usually a very exciting event that people will be happy and upbeat about. To maintain that feeling, travellers will have very specific desires for what their vacation will include – and much of it centres around personalised experience, whether it be at the front desk or when looking for help from a hotel staff member.

This is where your business needs to ensure it’s catching the eye of guests, and fulfilling the emotional sensation they want from their hotel stay.

Here are the most proven ways to improve hotel guest satisfaction that should work wherever your hotel is located in the world…

1. Use consistent messaging in your hotel marketing

This is quite similar to online dating. It’s one thing to say you’re fun and witty, but it’s another to be that personality in reality and deliver true customer satisfaction.

Consistency is the most important thing when building trust. Setting expectations is one thing, but staying true to them time after time is another. If you can achieve it, guests won’t want to look elsewhere because they get everything they need from your property.

If your brand strategy online is to be fun, youthful, colourful, and exciting this is how your hotel customer service must appear when guests arrive. If travellers are greeted by monotone staff, stock-standard rooms, no special events, and mediocre amenities, they’ll be especially disappointed because you haven’t delivered on the promise that you hooked them with.

Setting false expectations is the worst thing you can do. It reduces trust, amplifies negative experiences, and erodes engagement. Be realistic about your current and future offering and make sure what the guest sees before they stay is at least the same as they experience during the stay and in real time.

The same rules apply even between online channels. Your website and social media accounts for instance should not be too far removed from each other, lest you risk alienating audiences who visit one and not the other, or are confused about your messaging after visiting both. While they are different platforms and need to be customised to a degree, your brand identity should be immediately recognisable on both across all devices including mobile technology. 

This attitude towards consistency must extend across all levels of your business. From your website, to social media, to the way you engage with guests in person, your brand values have to shine through. Guests will quickly see through you when only talk the talk, and don’t walk the walk.

Here are some tips on how to build a killer brand.

2. Communicate and build relationships as early as possible

The sooner you can engage with your guests the better. Before they arrive for their trip they’ll be excited as anticipation builds in the weeks leading up to it. During this time they’ll be happy to hear from you. Take the opportunity to send emails saying you look forward to their stay, local area guides or tips, discount offers on additional services etc.

Communication can often feel like a burden to guests, with multiple steps to go through just to get answers or make requests. You can make it much easier by reaching out to guests as soon as they book. Use your existing hotel technology to send an email or message asking for feedback on the reservation process, if there’s anything they want to know, or any special requests they’d like to make prior to their arrival for their hotel room.

It’s this added convenience and consideration that will make guests feel appreciated and it sets up a much smoother hotel stay for them, and your hotel as a host.

Knowing what a guest needs before they step into your property is extremely valuable within the hospitality industry, so data collection should be a priority.

The same principles apply while the guest is at your hotel. If they feel like they need to jump through hoops or go out of their way to find help or submit feedback, frustration will quickly grow. Keep in mind guests may be from out-of-town, or from another country, and will need more help than a local would.

Making hotel technology your friend will really help. If communication is as easy as sending a text or in-app message to hotel staff, guests will be much more likely to do so.

Anything you can do to help them before they even arrive will put your guests in a good frame of mind and allow them to think positively when recalling your property. A good online booking engine for your hotel’s website can facilitate your pre- and post-stay communication with your guests.

Take a look at these ideas to create healthy lines of communication with guests.

3. Obsess over your guests

You have to give to receive, love to be loved, treat others as you would have them treat you. There are many nice sentiments here and they all ring true for hotel guest engagement.

For travellers staying at your property, it’s nice to feel wanted. In fact, they’ll expect you to make them feel like the most important person in the building and it’s exactly what you should be doing.

Whenever you greet a guest it should seem like you’re genuinely happy to see them and enjoy talking to them, even if they’re making a complaint!

You need to listen to your guests intently and show them you understand. Talking about the weather is easily digestible but not memorable conversation. Ask questions but don’t interrupt them, and do your best to attend to their needs quickly.

This means empowering your staff to act independently to solve guest enquiries and go the extra mile to make guests feel special. If you evoke those warm fuzzy feelings, your guests will only be too happy to reward you in turn.

Look at it this way:

• If they like you, they’ll consider returning to you instead of a competitor
• If they love you, they’ll probably book a return stay and leave a review of your hotel
• If they’re obsessed with you, they’ll become regular guests and share your hotel experience with friends and family

In the case of your hotel, it will become easier if you surprise your guests with personalised offers and extras. Surprises let your guests know you care, because you have done something you didn’t have to do and offered more than they were seeking in the first place.

Ultimately improved guest satisfaction will lead to more vital reviews, more social sharing, and more bookings for your hotel to deliver direct revenue and a stronger bottom line.

4. Let your hotel website make the early moves

Obviously one of the first experiences a guest has with your hotel will be via the website. You should create a mobile-friendly website that offers visual appeal and social proof of the experience that they will enjoy at your hotel. Aim for fast site speeds and incorporate valuable content into every page of the site, as well as ‘Book Now’ buttons where possible.

If your website does a good job, travellers will have already formed a positive opinion about your hotel before they ever stay there.

5. Don’t leave guests hanging

When people send an email or fill in a form, they want and expect a timely response. It’s a reasonable request that you contact them the same day or at most within 24 hours. Any longer than that is inexcusable to a guest and they’ll have found a better option in the meantime. A request or complaint left unresolved can spell disaster for a hotel’s reputation.

6. Cater for all guests

Obviously many guests at your hotel will be from other countries and continents. Many of them will not speak the same native tongue as you and may find it difficult to communicate effectively.

To make things easier for them, it’s important your website and booking engine are multilingual and equipped to handle currency conversions. This will mean international guests won’t have to ask as many questions and can enjoy a smoother booking experience, while you will also have less work on your plate.

Obviously many guests at your hotel will be from other countries and continents. Many of them will not speak the same native tongue as you and may find it difficult to communicate effectively.

To make things easier for them, it’s important your website and booking engine are multilingual and equipped to handle currency conversions. This will mean international guests won’t have to ask as many questions and can enjoy a smoother booking experience, while you will also have less work on your plate.

“Our previous direct booking option was very confusing and not very user-friendly. SiteMinder’s booking engine is a lot better integrated on the website and makes it easy for guests to book. So far, we have increased our direct bookings by 15%”

Mirja Wolf,

Manager

Hotel Kragemann

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7. Look for hotel staff with a high EQ

Recruit emotionally intelligent staff with high emotional quotient. Include empathy and thoughtfulness in your requirements to outline your expectations. Ask referees how the candidate demonstrated kindness or diffused a fraught situation.

During interviews, ask candidates how they would deal with customers facing a long check-in queue or broken elevator. Pay particular attention to their demeanour and conversation style. Do they seem genuine? Do they have a warm smile? Do they hold eye contact? Minor details are sometimes the most important.

8. Personalise your approach with guests

In training, establish the use of names as a protocol, for staff and guests. Staff should always introduce themselves by their first name on the telephone, and address guests by their title and surname directly and in conversation with other staff, for example “Max could you show Mr and Mrs Cooper to their room?” Never refer to the guest by room number.

Encourage staff to personalise their welcome. “You must be pleased to get out of that rain, I’ll get someone to take your coat,” or “Would you like a hot drink sent to your room in a few minutes?”.

Go the extra mile with personalisation and prepare extra touches. Find out the purpose of a traveller’s stay and prepare their room accordingly. A box of toys for a young family, champagne for a couple of newlyweds or extra stationary for a business traveller will be appreciated. Remember to let them know you’ve organised it for them specifically, otherwise they’ll think these items are in every room.

9. Encourage staff to speak to guests

If possible, group staff according to friendship groups. Some organisations will separate friends as they will chat, but in a front-of-house environment, especially on the front desk, a strong rapport between colleagues will draw customers in. Like a breakfast radio show, the banter between two friends provides an engaging bit of theatre and warmth. Don’t let this go too far though, it’s not a comedy show.

Encourage staff to leave the desk when it’s quiet and circulate around the public areas, asking guests how they’re enjoying their stay and just generally being friendly and approachable.

10. Keep track of your guests’ preferences

Log any of a guest’s likes or dislikes on the booking system, so there’s a record of it next time they book. This is important if they complained about or especially enjoyed something. If possible, make a note of the purpose of their trip – a family wedding or child’s graduation – and this can be a talking point if they visit again.

Really look after regular guests. If they have asked for extra towels or a particular newspaper previously, ensure that they are provided, but again draw their attention to this extra special touch by mentioning it when they book in – “And we’ve made sure you’ve got a couple of extra towels this time…” – or having them delivered after they’ve settled in the room.

11. Respond on social media

Follow your handle on Instagram assiduously. When guests mention your hotel, add a comment and thank them. If someone complains (more likely on Facebook, Twitter or TripAdvisor) apologise publicly and move it to a private conversation as soon as you can. Always find a solution. It’s how you deal with the complaint that will resonate, not what went wrong in the first place.

12. Get guest satisfaction feedback

The check out experience is just as crucial as check-in. A fond farewell is as important as a warm welcome. Ask how your guest’s stay went with open questions, never “Was everything ok?”. Ask about their onward journey or return home and suggest an activity for their next visit – “Next time we’ll book you on the Buckingham Palace tour, it’s a shame you couldn’t squeeze that in this week.”

Once you realise how lasting an emotional connection is for your guests, promoting loyalty and return stays at your hotel will be much easier.

Guest satisfaction quotes to inspire hoteliers

The number one driver of success for a competitive hotel is the drive of the hotel managers and owners around guest satisfaction – whether that’s dedication to enhancing guest satisfaction using property management software for Airbnb, or mastering your own direct booking efforts. Without passion and commitment, all the technology and processes in the world will fall flat.

Here are a few inspirational quotes about guest satisfaction directly from our own customers:

“Our service is personal, cosy, and intimate, providing warm luxury to guests. We believe in the importance of details and a soft touch of personalisation to create a memorable experience for our guests.” – Nira Caledonia.

“Little details can make a big difference. Attentive and friendly staff contribute significantly to a positive guest experience. And offering personalised services such as remembering preferences for pillows or room temperature to tailor experiences goes a long way.” – Golden Lisbon Hotel.

“To me, a great guest experience is more than just a comfortable stay; it’s about creating unforgettable moments and forming a genuine connection with each individual who walks through our doors,” explained Pawarisa. “A great guest experience is marked by personalised service, attention to detail, and a commitment to exceeding expectations.” – Chatrium Hotels and Residences.

Hotel management books are comprehensive resources designed to assist hotel managers and owners in effectively running their establishments. These books cover a wide array of topics essential to the hospitality industry, including guest service excellence, operational efficiency, financial management, marketing strategies, and the latest technological advancements. They serve as guides to help hoteliers enhance their business operations, improve guest satisfaction, and ultimately drive growth and profitability.

This blog will explore the most useful hotel management books for hospitality leaders to read.

Why should I read hospitality and hotel books?

We’ve been increasingly living and operating in a predominantly digital online world. Full-length or physical books may seem obsolete to many hotel managers, especially if they were written decades ago. But it would almost be a crime to let such vast caches of knowledge slip into obscurity.

Many hotel and hospitality practices are timeless, and many brands today are built on the ideas constructed in the past. So it’s important to take the time to read the most useful books the industry has to offer.

By diving into hospitality and hotel books, you gain new insights and strategies that can enhance your operations. These resources provide a wealth of knowledge from industry experts, offering proven tactics for boosting efficiency, improving guest experiences, and driving profitability. The practical benefits extend to your day-to-day operations, where these insights can:

• Streamline processes,
• Optimise staff performance,
• Elevate service standards,

These books can aid in long-term strategic planning by equipping you with innovative ideas and forward-thinking approaches, ensuring your business remains competitive and adaptable in an ever-evolving market. Investing time in reading these books not only enriches your professional knowledge but also positions your hotel for sustained success and growth.

Discover how SiteMinder can transform your hotel management.

Unlock your hotel’s full revenue potential with the industry’s leading platform.

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Types of hotel management books

General hospitality books

General hospitality books offer a broad overview of the hospitality industry, touching on various aspects such as customer service, operational efficiency, and industry trends. These books are ideal for hoteliers looking to gain a comprehensive understanding of the field, offering insights into the fundamental principles that drive successful hospitality businesses. 

They often include case studies and practical examples that demonstrate how to apply these principles in real-world settings, making them an invaluable resource for both new and experienced hotel managers.

Hotel revenue management books

Hotel revenue management books focus on strategies and techniques to maximise a hotel’s revenue through effective pricing, inventory control, and demand forecasting. These books dig into the intricacies of dynamic pricing, market segmentation, and distribution channel management. 

By reading these books, hoteliers can learn how to optimise their room rates and occupancy levels, ultimately increasing their profitability. They may also cover advanced topics such as revenue management systems and data analytics, providing a thorough understanding of how to leverage technology to enhance revenue strategies.

Restaurant management books

Restaurant management books are essential for hoteliers who operate dining establishments within their properties. These books cover a wide range of topics, from menu planning and food safety to staff management and customer service. 

They provide practical advice on how to run a successful restaurant, including tips on controlling costs, improving efficiency, and creating a memorable dining experience for guests.

Leadership & hospitality management books

Leadership and hospitality management books focus on developing the skills necessary to lead and inspire a team in the hospitality industry. These books explore various leadership styles, communication techniques, and team-building strategies that are crucial for fostering a positive work environment and driving team performance. 

They also address the importance of emotional intelligence, conflict resolution, and strategic decision-making in hospitality leadership.

“SiteMinder’s data shows me how demand evolves, and which offers or channels are doing especially well. Having these insights makes it easier to double down on what’s working and adjust our approach on slower days.”

Jon Murphy,

Consultant Revenue Director

Kaleidoscope Collection

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Top 12 best hotel management books

There are hundreds (if not thousands) of hotel management books available today – and not all of them are equally helpful. Where should you start? Below, we’ve put together a few of the best hotel management guides to help you begin your journey towards better hotel management.

1. A strategic guide to unlocking hotel revenue with SiteMinder’s platform

Author: SiteMinder 

Published: 2024

What is the book about?

“A Strategic Guide to Unlocking Hotel Revenue with SiteMinder’s Platform” offers a deep dive into dynamic revenue management, showing you how to optimise pricing, manage inventory, and boost operational efficiency with practical, real-world strategies. Covering essential topics such as digital presence, direct bookings, and competitive positioning, this book shows you how to achieve consistent growth and profitability. It’s packed with actionable advice and examples, making it an indispensable resource for modern hospitality management.

Why should you read this book?

Hoteliers should read this book because it’s like having a mentor guiding you through the complexities of the hospitality industry. The strategies it presents are designed to help you navigate market fluctuations, attract more guests, and maximise revenue. By implementing the practical steps outlined, you can streamline operations, automate routine tasks, and make informed, data-driven decisions that significantly enhance your hotel’s performance. Basically, it helps you transform theory into action.

2. Money Matters: A guide to growing your small property’s revenue 

Author: Little Hotelier 

Published: 2023

What is the book about?

“Money Matters: A Guide to Growing Your Small Property’s Revenue” is designed to help small property owners master the art of revenue management. It covers essential topics such as market segmentation, inventory control, pricing strategies, demand forecasting, and the benefits of automation. With expert advice and practical examples, this guide provides the tools and techniques needed to optimise revenue and drive profitability, offering actionable insights to help hoteliers make data-driven decisions and enhance their business operations.

Why should you read this book?

The guide breaks down complex revenue management concepts into easy-to-understand strategies, making it accessible for hoteliers at all levels of experience. By implementing the tips and techniques outlined in this eBook, hoteliers can improve their pricing strategies, better manage their inventory, and respond more effectively to market demand.

3. The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets

Author: Micah Solomon

Published: 2016

What is the book about?

It doesn’t matter which industry you’re in, one of the most foolproof ways to improve is to study those more successful than you and try to emulate them. There’s no shame in adopting the examples others have set. Obviously you will adapt to your individual business but the general guidelines should still apply and work for you.

Why should you read this book?

This book gives you a great insight into what some of the most successful hotel managers are doing that you may not have tried or considered in your own strategy.

4. Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company

Author: J.W. “Bill” Marriott, Jr

Published: 2012

What is the book about?

Somewhat complimenting book one, this is a specific example of a how a business can grow from something small to become a global leader in the industry. Marriott is now the largest hotel chain in the world, but few people know that it began as a humble family business. 

Why should you read this book?