Text guests, boost loyalty

Ready to tackle your hospitality challenges head-on? This week's edition is all about empowering your success. We're exploring practical ways to build rock-solid confidence, helping you lead with conviction. Discover why private credit is emerging as a powerful and flexible capital solution in today's market. And if you’re not already tapping into identity marketing, now’s the time to start. Plus—we take a look at a ruggedly charming property in Maine that’s a case study in emotional design. Dive in for insights on mindset, money and marketing designed to help sharpen your competitive edge.

Guess who? Recognizing high-intent visitors in real time is the key to identity marketing. Without it, hotel website visitors remain anonymous and unconverted, leading to lost booking opportunities.

Bold luxury, iconic branding. Come May, a new hotel will open as a sister property to the former Versace Mansion in Miami. Developed by the Nakash Group in collaboration with Vida & Estilo Hospitality Group, Donatella Boutique Hotel will have six bedrooms in a 1922 building designed by renowned architect Wallace Tutt. 

Expanding reach. Big things are happening at Accor as it stakes a fresh claim in the Americas with 17 properties ready for transformation. Expect bold renovations, luxury upgrades and a serious play for the all-inclusive spotlight. 

Taste the world. From South Beach to Chicago, New Orleans to Aspen, these are 11 of the best food festivals in the U.S. to start planning for now.

Meaningful mantra. Encouraging intentionality and care in every interaction—whether with team members, guests or personal relationships—fosters a culture of continuous improvement and meaningful connections. These seven words help you do just that.

‘Text your guests and have a human respond promptly’

As the COO of strategy and support firm ComOps, George Polyard blends sharp operational insight with a people-first mindset to help hospitality brands thrive. Known for turning complex challenges into smart, human-centered solutions, he drives impact through innovation, efficiency and empathy—ensuring every experience, from guest to team member, is thoughtful, elevated and anything but ordinary. Here, he shares strategies to help hotels level up their performance while keeping the human touch front and center. -Jennifer Glatt

How can boutique and independent hotels meet rising guest expectations for seamless digital experiences—without sacrificing their unique charm?
Start simple: you don’t need to chase tech because "the AI revolution is here." A great landing page that answers real questions—menus, directions, things to do—is worth more than an app that no one downloads. A quick text reply beats a glitchy in-room tablet. And don’t sleep on the post-stay follow-up—it’s not flashy, but it’s where loyalty lives. Start here: make it easy to rebook. The rule is simple: tech should support the hospitality you provide, not get in the way of it.

What unseen operational bottlenecks hinder independent hotels?
Trying to run a 60-room boutique like it’s a big brand hotel is the fastest way to create bottlenecks where there don’t need to be. Your strength is speed—fewer decision-makers, less red tape. You can make a change by Monday if you want to. Chains simply don't have that kind of agility. Use it.

What are some operational KPIs beyond occupancy for hotels to gain a more holistic view of their efficiency?
Start with queue time—not the time spent in line, but the “my room’s not ready” wait. It’s a major predictor of satisfaction. Then ask: how fast do you resolve issues when feedback comes in? That says more about your brand than your mission statement. And here’s one no one tracks enough: repeat guest ratio. Are people actually coming back? If not, why, and where is that number headed?

What are some high-impact, low-cost operational improvements hotels can implement immediately to see tangible results?
Do a 10-minute stand-up with your team, every day. It’s low-budget, high-yield and probably more useful than most flashy dashboards. Start tracking guest preferences—yes, Excel works fine. And for the love of hospitality, text your guests and have a human respond promptly. Just like Wi-Fi became the norm, texting is now a requirement.

Timeless design with a local soul

Post Company’s design for The Longfellow Hotel in Portland, Maine, blends historic architecture with a residential, textural interior—think oak floors, velvet and leather, and sculptural lighting. Every detail balances heritage and hospitality, creating a space that feels both elevated and intimate.

Why it matters: The Longfellow is a case study in emotional design—the kind that lingers with guests long after checkout. The hotel's blend of historic character and residential warmth shows how boutique hotels can thrive when design tells a cohesive story rooted in place and personality. (Dezeen)

Build your confidence muscle

"Confidence is the necessary spark before everything that follows," says educator and activist Brittany Packnett Cunningham. In her estimation, it takes at least three things to crack the confidence code: “Permission births confidence, community nurtures it and curiosity affirms it."

Why it matters: "Without confidence, we get stuck, and when we get stuck, we can't even get started," Packnett Cunningham asserts. Planted, rooted and nurtured, confidence is the key we need to unlock the future we desire. (TED)

The other “F” word

Lending volume from traditional debt sources is not what it once was. Since $48 billion of hotel-related loans are expected to mature by 2025, according to Afshin Kateb, CFO and head of hospitality investments at Palladius Capital Management, financing is now being sought through a surprising source: institutional private lenders.

Why it matters: Private credit is having a moment as a capital solution. “This alternative financing solution can offer more flexibility in terms of custom deal structures, more opportunities to acquire or recapitalize distressed or transitional properties and fewer bureaucratic hurdles… all with an expedited closing,” says journalist Nellie Day. (Hospitality Investor)

Smoothing the way

The American Customer Satisfaction Index Travel Study 2025 is out and the data reveals that the lowest-scoring service elements—in-flight Wi-Fi, courtesy of hotel staff, ease of reservation and much more—are all tied to how travelers feel. "These aren’t just operational breakdowns," notes brand strategy and customer experience expert Philipp Mirow. "They’re emotional signals."

Why it matters: Satisfaction is slipping, but not irreparably, Mirow asserts. Softening operational friction with warmth and empathy transforms ordinary stays into memorable experiences that build loyalty and distinguish your brand. “It’s not about being perfect—it’s about feeling human.” (Meridian Thinking)

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