Your best guest insight? Housekeeping.

What if the secret to boosting your GSS was already on your payroll? This week, we’re spilling the intel your housekeepers have that you don’t (and it’s a goldmine!). While you’re thinking about your team, we’re diving into why real connection and care are the non-negotiable foundations of great leadership.

On the money front, for everyone who’s been holding their breath, we’ve got a clear-eyed look at what the Fed's recent rate cuts actually mean for your capital stack and financial strategy moving forward. It’s all connected, and we’ve got the map.

Congratulations are in order for Cleveland’s Fidelity Hotel, which the Independent Lodging Congress named this year's Best Independent Hotel.

And in your inbox later this week: A Mint Pillow Q&A with Fabrizio Cavallo, who shares why his conscious boutique hotel Desierto Azul represents a new chapter for hospitality, "where scale gives way to substance."

A sobering thought. The World Travel & Tourism Council’s “The Future of Work in Travel & Tourism” thought leadership report is out and, even as travel booms, it appears that by 2035, hotels could face a serious staffing pinch...to the tune of 8.6 million missing roles.

Amp up the circuitry. Cue the Pointer Sisters, because it’s time to make your hotel a little more "Automatic." These 10 plug-and-play automations will streamline your day and free your team from busywork.

Luck o’ the Irish. Irish hotel collection Dean Group is crossing the Atlantic with The Dean Miami, set to open its doors in late 2026. 

But I do a great sloth impersonation. Rest has its place, but vacations that double as "skillcations"—where you learn something new or refine what you already know—could be the most rejuvenating of all.

😮‍💨Thank goodness Dolly is all right. We had a bit of a scare last week when Dolly Parton’s health was called into question. Thankfully, she put our fears to rest, and it looks like progress on the singer’s Tennessee hotel is in good shape, too.

Giving back, beautifully

Cleveland’s Fidelity Hotel is proof-positive that stunning design can also be a force for good. It’s an adaptive-reuse gem where unlacquered brass and local partnerships shine equally bright.

Why it matters: The Fidelity Hotel has created a model of conscious hospitality wrapped in a gorgeous, romantic package. Opened by New Waterloo in January, it’s the first new hotel in the city in nearly a decade and integrates organic elements like woven textures, natural wood accents and a playful yet sophisticated color palette of plum, soft pink, gold and cyan. By linking room rates to charitable donations and featuring cause-related partners, they’ve made it easy for guests to feel good about where their money is going. It’s a powerful lesson for indies: the most compelling brand story is one of tangible, positive impact. (Hotel Designs)

Above: A Fidelity Hotel guestroom. (Ali Harper/Fidelity Hotel)

Emotional intelligence, at your service

The front desk greets your guests, but housekeeping truly meets them. Each room they refresh tells a quiet story about the person staying inside.

Why it matters: Every thermostat setting and towel on the floor is a clue to what comfort means to guests. Housekeeping is already gathering those insights daily, but they often stay siloed and unused. The fix isn’t a new tech platform; it’s a leadership mindset that values observation, communication and connection. Empower your teams to share what they notice and you’ll transform routine service into remarkable hospitality. (LinkedIn)

The courage to lead well

Playing to win means showing up for your people and caring like it counts. As Brené Brown says, "Playing not to lose is always losing." And nowhere does that hit harder than in leadership. Holding back doesn’t protect you. It just holds your team back, too.

"Care for and connection with the people you lead is an irreducible prerequisite of courageous leadership."
—Brené Brown, researcher and author

Why it matters: It’s easy to slip into survival mode—covering shifts, troubleshooting guest issues and making sure the lights stay on. But true courage in leadership is rooted in showing genuine care and building real connection with your team. When your staff feels seen and supported, they don’t just perform; they invest, they stay and they elevate the guest experience. Leading well means betting on connection over control, and that’s where the win really lives. (Re: Thinking with Adam Grant)

Expectations, not certainty

Yes, the Fed’s recent rate cuts sound like a win, but the fine print tells another story. Understanding which debts actually budge could make all the difference in your next big decision.

Why it matters: When the Fed loosens policy, you may get some breathing room on floating-rate or bridge financings, notes Ryan Bosch, principal at Arriba Capital. But permanent debt, which typically underwrites long-term growth and acquisitions, is still priced over long-term Treasuries, which haven’t dropped as dramatically. That split reality means you’ll need to lead with both pragmatism and creativity: lean into relief where it exists, but don’t rely on wholesale cuts to rescue every project. (Hotel Business)

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Mint Pillow is curated and written by Jennifer Glatt and edited by Lesley McKenzie.