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Hosting Offsites for Transformation
Plus: Top summer service mistakes, manager burnout, design leader of the year, attracting local businesses & more
Josiah Mackenzie
June 16, 2023
Together with
Good morning and Happy Friday! Before we get into it - I’m experimenting with the content in this newsletter and would love your take:
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Today, we’re looking at:
Feature: Hosting Offsites for Transformation
Guest experience: Top Hotel Service Mistakes Predicted for This Summer + And How to Avoid Them
Leadership: More Than 50% of Managers Feel Burned Out
Design: Hotelier of the Year: Auberge’s Kemper Hyers
Investment: How to Attract Local Businesses to Maximise Asset Values
Wellness: Hotel Brands Hiring Execs to Lead Wellness
Tech: A 6 a.m. Wake-up Call
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FEATURE STORY
Hosting Offsites for Transformation
with Andy Ellwood on the Hospitality Daily Podcast
I’m not sure if there’s such a thing as offsite royalty but if so, Andy Ellwood is probably the king. I’ve known him for years and when he’s not participating in private events on Richard Branson’s private island he’s leading executive gatherings around the world.
Andy Ellwood, Richard Branson & happy offsite participants
He and I caught up recently to talk about how to run an effective offsite - and how to host them (a quickly growing source of business for many!).
There’s something about providing a space on the property with a view where people can take a break and a few deep breaths that can reset the whole afternoon. It’s way better than a coffee break.
TOGETHER WITH MDO
The Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue
Hotel owners and operators have shifted from top-line data collection and analysis to making more decisions around driving bottom-line margins. Understanding labor and amenity costs, analyzing non-room revenue trends, and centralizing data from all revenue sources is arming hospitality leadership with the right data to make more profitable decisions.
In MDO’s latest report, hoteliers will learn:
How to look beyond rooms and implement a more holistic revenue analysis
How to apply revenue management principles to ancillary outlets like F&B and spa
How to better understand and measure profit margins at each outlet across your property
How to centralize the data that empowers hoteliers to make more profitable decisions.
GUEST EXPERIENCE
Top Hotel Service Mistakes Predicted for This Summer + And How to Avoid Them
by Stephanie Leger for Hertelier
As the summer season approaches, hotels around the world are preparing to welcome an influx of guests eager to relax and unwind. However, with increased demand comes the potential for service mistakes that can impact guest satisfaction.
During the summer months, hotels often hire temporary or seasonal staff to handle the increased workload. However, inadequate training can lead to miscommunication, inefficiency, and dissatisfaction among guests.
LEADERSHIP
More Than 50% of Managers Feel Burned Out
by Dawn Klinghoffer and Katie Kirkpatrick-Husk for Harvard Business Review
More than 50% of managers report feeling burned out, a number slightly higher than employees more broadly. The causes include the challenges of the pandemic combined with experiencing three hallmarks of burnout: exhaustion, cynicism, and a perceived lack of professional accomplishment.
As managers adjust and help their teams be impactful in a post-pandemic workplace, they need feedback and support more than ever. Yet based on our research they report receiving less coaching and development for their people management skills, and less recognition from their own managers. These factors could lead managers to feel they lack the ability to have an impact in their current roles, let alone meet their future career goals.
DESIGN
Hotelier of the Year: Auberge’s Kemper Hyers
by Stacy Shoemaker Rauen for Hospitality Design
As chief creative officer at Auberge Resorts Collection for the last six years, Kemper Hyers has been instrumental in furthering the brand’s style of approachable luxury to create one-of-a-kind hotels, resorts, and residences driven by experiences and unique design. He and his team (and the incredible designers they work with) scour the location for all those details and layers that make all the difference. As he says, “Every place has a wonderful, authentic story to tell, and I like to stay with that truth.” Here, he delves into his journey, what sets Auberge apart, and why he loves his work.
Design, operations, and brand are combined to create a place where guests feel comfortable, stimulated, and joyful. It’s a balance of provocation and absolute intuitive service.
INVESTMENT
How to Attract Local Businesses to Maximise Asset Values
by Ben Walker for Hospitality Investor
In recent years, a few brands such as The Social Hub, Mama Shelter, and Jo&Joe, have been successful at attracting a mix of locals, students, business travelers, and tourists into their venues. Many new brands have adopted this approach too, opening hotels with high-ceilinged lobbies and bar spaces, aiming to entice locals in for drinks and events.
“A few are successful, but the others still need to promote their promise to local communities. We are good at promoting hotels to hotel guests, but I don’t feel like anybody is promoting such products to Berliners, Romans, or Parisians."
WELLNESS
Hotels Hire Execs to Lead Wellbeing
by Kathakali Nandi for Hotels Magazine
From being just another offering to becoming a focal point and selling point of hotels, wellness has assumed much more significance among hotels, especially after people’s increased concern regarding health and well-being after the pandemic.
According to the Global Wellness Institute, international wellness tourists spent an average of $1,601 per trip in 2020, 35% more than the typical international tourist. Domestic wellness tourists spent $610 per trip, a whopping 177% higher than the average domestic tourist.
TECHNOLOGY
6 a.m. Wake-up Call
by Jeanelle Johnson for Hotel Business
The hotel business ecosystem is complex, with brands, owners, and property operators all working to maintain profitability while satisfying investors. But guests don’t see the ecosystem. They see the sign above the door and take notice of their experience, good or bad.
Today’s cloud technologies make the implementation and integration of technologies less arduous. Doing so can also help you address other business challenges your hotel faces today, including staffing shortages and increased operating costs.
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