With changes in policies, frequent restriction updates and unpredictable occupancies - managing the return of guest services and amenities is another challenge that has resulted from the pandemic. Add to that, budget concerns and staffing shortages and the problem solving tasks just get bigger. While all of these issues are our industry's realty, we are still committed to providing our guests with a wonderful experience. How we manage this process has tremendous impact on our successful recovery. READ MORE

While many hotels responded to the COVID-19 pandemic by temporarily halting certain amenities and services, properties are increasingly reassessing their offerings as travel begins to rebound, especially the leisure sector. Meeting guests' expectations is crucial as independents and chains compete for bookings, repeat business, and positive word of mouth. What will the return to normal look like for guest service? READ MORE

As occupancy trends move up and the industry begins to recover, guests are seeking more normalized hotel and resort operations, and the related amenities and experiences, but it's not quite as simple as flipping a switch and swinging into action. It's human to be impatient as the battle with COVID continues, but, as this article reveals, the process leading us all to the new normal involves multiple considerations and is still evolving. READ MORE

Much has been said and written about change across the hospitality industry due to COVID-19 but has that much really changed? Despite the devastation to befall the industry and host of health and safety measures implemented, guests' demand for an exceptional buffet experience, for example, signals their wish for the return of certain guest services that dominated the "old normal". READ MORE

The pandemic saw guest amenities stripped back as hotels were closed and then reopened only with the greatest of caution. As that caution eases, we look at what hotels are doing to enhance guest services during the transition to more normal operations. Now that we are moving away from the sudden shifts of the past two years, what new practices will hotels adopt? READ MORE