Hotel Operations

🏨 Jannes Sörensen, founder of Kepler Hotel Group, discusses leading excellence in hospitality with Matthias Huettebraeuker. They emphasize structure, systems, and culture over endless SOPs as keys to exceptional guest experiences. Drawing from his role as General Manager at London's Beaumont Hotel, Jannes highlights balancing discipline with creativity and fostering leadership at every level. Music by Clay Bassford of Bespoke Sound complements the episode.

📈 In today's hospitality industry, a leadership gap is causing professionals to leave despite their passion. The core issues are a lack of presence, care, and consistent mentorship. Burnout isn't just from long hours; it's from a loss of meaning and connection. New hospitality workers seek genuine leadership, growth, and accountability. Leaders must balance expectations, listen, and demonstrate humanity. Effective leadership can reduce turnover and burnout, making teams stay longer and regain pride.

📅 Doug Kennedy’s 40-minute training webcast is on Friday, November 21, at Noon EST. The session aids hotel sales teams in converting leads and mastering virtual meetings via platforms like Teams or Zoom. Webcasts are free, thanks to sponsors Travel Outlook and Track Hospitality Software, saving attendees from a $99 fee. Upcoming topics include 'The Value Pyramid Model' on December 19 and 'Hospitality IS...' on January 23, aiming to enhance sales and guest experience. Register at www.KTNwebcast.com.

💬 Podcast with Jannes Sörensen, founder of Kepler International Hospitality Academy, discusses the evolution of leadership in hospitality. Focus on adaptability, frontline empowerment, and deep service philosophy like Omotenashi. Sörensen redefines luxury as embracing discomfort and emphasizes self-leadership as critical for meaningful discovery. The conversation explores creating environments for transformative experiences and conditions for discovery rather than providing answers. Available now on Hospitality Daily and other podcast platforms.

📅 The 2025 Global Revenue Forum conference in the UK focuses on "Commercial Leadership for the Next Generation." This year highlights challenges in hospitality, involving four generations working together. Key issues include generational feedback differences, credibility gaps with older reports, and diverse work ethics like "quiet quitting" Gen Z versus "always on" veterans. The forum aims to address leadership skills development in hospitality, with interactive sessions led by revenue and commercial directors. Comments and contributions from industry professionals are welcome.

📈 Numa offers a seamless digital guest journey. ✅ Instant online check-in upon booking. ⏱️ Guests can extend stays immediately and book directly. ???? Upsells are integrated into the booking process. ???? Comprehensive room and invoicing details are provided. ???? Relevant weather information is included. ???? Communication via WhatsApp is encouraged. ???? AI bot assistance needs refinement. ???? All features are accessible through a “My Trip” dashboard—simple, predictable, and useful. Digital experience elevates the guest experience.

📑 Corporate travel in Asia Pacific offers growth opportunities. Many firms require Travel Management Companies (TMCs) booking via Global Distribution Systems (GDS). Strategies include: 1) showcasing business facilities like Wi-Fi and meeting rooms; 2) maintaining visibility in corporate booking channels; 3) creating tailored packages; 4) implementing loyalty programs for SMEs and independents; 5) partnering with local businesses; 6) ensuring reliability with a robust Central Reservation System (CRS) for accurate rates and instant confirmations.

🏨 In April 2021, Daniel Hostettler became president & CEO of The Boca Raton, a 1,047-room luxury resort in South Florida. Tasked with achieving Forbes’ Five-Star standards by January 2026, he divided the property into five distinct “hotels.” The Boca Raton, the largest non-gaming luxury resort in North America, now boasts two Forbes Five-Star ratings and surpasses a 100% market share. With 2,200 employees, the property excels in guest personalization, mentorship programs, and specialized roles.

🏨 Eugene Leonard, GM of Hotel Café Royal in London, shares insights on modern luxury hospitality. With over 20 years in the industry, Eugene emphasizes the importance of a people-first approach and guest excellence. The hotel, located on Regent Street, blends 160 years of history with modernity and hosts 60% of guests under 55. Café Royal won multiple awards, including two Michelin Keys. Embracing trends like sneaker cleaning and cryptocurrency, the hotel prioritizes guest satisfaction and innovation.

📊 Customer Satisfaction Score (CSAT) gauges immediate guest happiness via a 1-5 scale. Net Promoter Score (NPS) predicts loyalty, categorizing guests as Promoters (9-10), Passives (7-8), or Detractors (0-6). Online reviews offer critical insights with qualitative feedback. Post-stay surveys, in-stay feedback, social media monitoring, and digital forms enhance data collection. To improve, analyze comments, engage with Detractors, activate Promoters, and benchmark against competitors, ensuring guest satisfaction drives long-term growth and reputation.