‘Text your guests and have a human respond promptly’
George Polyard shares his operational insight to help hospitality brands excel
A version of this story first appeared in the Mint Pillow newsletter. To get it in your inbox, sign up for free by clicking here.
By Jennifer Glatt | Mint Pillow
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.
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.
💯 Thanks for reading! Enjoying Mint Pillow? Share it with a friend!
👋 Have a story idea or want to say hello? Email us at newsletter@mintpillow.co
