Writing on Hospitality.
4 pieces across the Hospitality cluster. Field notes, not thought leadership. back to all insights.
The floor knows before the system does, and nothing records it
A hotel's most reliable sensor is a person. The housekeeper knows a room has a problem hours before any system does. Whether that observation ever becomes a row depends entirely on how much friction stands between noticing and reporting.
Read →Your returning guest looks new to every system you own
The same guest booked through an OTA, paid at the bar under a room number, joined the wifi under a personal address and reviewed under a nickname. Four systems hold four different people, and none of them is the guest.
Read →The ten minutes before check-in where your margin leaks
Ask a hotel revenue manager where the margin is and they point at the rate card. Ask where it leaks and the honest answer is the ten minutes before check-in — the upsell not offered, the room assigned by habit, the rate held too long. Most of it is decided on gut feel.
Read →What your channel mix hides about your best guests
Every hotel knows its channel mix. Almost none know what a guest from each channel is actually worth after the channel takes its cut. That gap — spread across five dashboards that never reconcile — is where the margin story falls apart.
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