Plus: The power of a quiet hello | From bordello to boutique
This week, we’re zeroing in on the small tweaks that drive big wins in hotel operations. First up: your booking process—if it’s clunky, guests won’t think twice before clicking somewhere else. We’re also unpacking procurement as a margin-protecting, operation-boosting powerhouse, not just a shopping list. And we're sharing five ways to make the OBBBA your tech BFF.
Consider this week’s edition your quick-hit toolkit for keeping guests happy, your budget healthy and your property running like a dream.
But first: is animal-focused travel on your radar?
Risky business. From revamping tech to launching new ventures, here are seven sharp takeaways from two women reshaping hospitality and unapologetically owning their success.
This, not that. A former Disney employee shares a tiny language shift that makes all the difference in five-star customer service.
Shock and awe. Michelin inspectors are accustomed to the world’s finest restaurants and most exceptional hotels, but even they couldn’t have anticipated these surprises.
What we’re reading. “Honing the Human Edge: How Leaders Can Unlock Success Through Caring, Coaching, and Accountability” by Edward Mady, luxury hospitality expert and leadership coach. “This book,” Mady says, “is full of memorable true stories about luxury, hospitality and humanistic leadership.”
Time for a tech transformation? If you’re ready to turn your hotel into a high-tech haven, the 'One Big Beautiful Bill Act' is packed with tax breaks to make it happen. Here are five ways hotels can leverage the OBBBA for technology investment.
From scandal to style
Some called it a boarding house. Some called it a brothel. Whatever the truth was, what makes The Painted Lady in Birmingham inspiring for indie operators is its brave celebration of personality. Managed by Lark Hotels, the 22-room and suite boutique hotel doesn't shy away from its history; it embraced it, blending scandal, story and color into thoughtful design.
Why it matters: That willingness to lean into character gives guests more than a stay; they get an experience that can’t be replicated anywhere else. Local roots, bold aesthetics, infectious charm: that’s a hospitality formula that speaks directly to human hearts. (Boutique Hotelier USA)
A King room at The Painted Lady. (Courtesy The Painted Lady)
Add to cart, add to profits
Ordering supplies isn’t just housekeeping—it’s a hidden lever for boosting your margins. In an era where profitability is razor-thin, proactive procurement turns everyday purchases into profit-driving decisions. Done right, every saved dollar drops straight to your bottom line.
Why it matters: Think of strategic procurement as your silent profit partner. Too often, buying is left to already-overloaded staff just checking boxes, which leads to missed opportunities and inconsistent purchasing and rising costs, says Henrik Shimony, CEO and co‑founder of Reeco, a hotel procurement and payment processes technology company. But forward-thinking hotels bridge the gap between chaos and calm with procurement tech—unifying data, tracking spending in real time and streamlining decisions. Tactical spending control isn’t just smart; it’s essential. (Hotel Management)
Piece of cake
Want to know the fastest way to turn curiosity into confirmed stays? Make it ridiculously easy for your website visitors to go from “I love this place” to “I’m booked.” Travelers don’t want to wrestle with your booking engine; they want to click, confirm and go, which means that every second of friction in your booking process is an open door for a competitor.
"If ease of booking is still a problem, it’s not the traveler who’s stuck in the past."
- Pedro Colaco, CEO, GuestCentric
"The smartest independent hotels are turning their websites and booking engines into seamless, high-converting digital storefronts," notes Pedro Colaco, CEO at GuestCentric, a cloud-based digital marketing software and services company.
Why it matters: Sure, guests still want a great location, good value and solid Wi-Fi, but speed has joined the must-have list. (LinkedIn)
Low-key legends
High energy keeps a hotel running, but balance keeps it thriving. Don’t underestimate the value of your quieter, more thoughtful team members. A busy hotel can feel like an extrovert’s playground, but introverts on your team bring something priceless: they notice details, think things through and often connect with guests in an understated but lasting way.
Why it matters: When leaders understand that not everyone thrives in constant hustle-and-buzz, they can structure roles and workflows to bring out everyone’s best. That might mean offering quiet spaces for planning or giving recognition to those who lead by listening rather than talking. These shifts build trust and engagement, and they make your operation stronger and more balanced. (TED)
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Mint Pillow is curated and written by Jennifer Glatt and edited by Lesley McKenzie.
