Beyond The Lobby – Edition 8

^{BIG IDEA FOR THE WEEK}
Margin Of Safety

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Imagine a hotel where everything runs like clockwork.

Every room is booked, the restaurant is buzzing, housekeeping is operating with military precision. Staff schedules are tight but efficient, and every process has been optimized down to the minute. On paper, it’s a masterclass in productivity.

But then – a storm hits.

Flights are delayed. Guests who were supposed to check out at noon now need an extra night. New arrivals show up expecting their rooms to be ready. The laundry, perfectly timed for a standard turnover, starts slipping behind. The front desk is overwhelmed with frustrated travelers.

Within hours, a flawless operation turns into a full-blown crisis.

That’s the thing about hospitality. Things rarely go as planned. And when you’re operating at 100% efficiency, there’s no room for error.

Hotels that survive moments like these don’t do it by luck. They do it because they build a margin of safety into their operations.

An extra housekeeper on call. A few unsold rooms that act as a buffer. A policy that allows flexibility when things don’t go perfectly.

It’s easy to think these things are wasteful. A fully optimized hotel would argue that excess inventory is a drag, that more staff than necessary is inefficient.

But a hotel with no margin of safety is one bad day away from a guest experience meltdown.

The best-run hotels don’t operate on the edge. They leave space. They plan for the unexpected. And when things go wrong, they’re ready – not scrambling.

Efficiency looks great in spreadsheets. Resilience wins in reality.

Through the lens of hospitality: In the hotel industry, ideas are plentiful, but execution sets you apart. Instead of endless meetings about enhancing guest experiences, take decisive action. Implement that new concierge service or room upgrade now. Guests remember actions, not intentions.

^{OPERATIONAL INSIGHT}
Don’t Walk Past What Needs Fixing

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A hotel is a living, moving system. And in any system, small inefficiencies pile up fast.

Housekeeping walks through the lobby with nothing in hand while an empty tray sits on a nearby table. A front desk agent heads to the back office while a guest stands waiting with a question. A manager walks the hallways, stepping past a crumpled room service receipt on the floor.

None of these are big misses, but they add up. And they send a subtle message: That’s not my job.

Here’s a simple rule: Never overlook something that’s broken – applies to commies and GMs alike.

If you’re heading somewhere, carry something that needs to go that way. If you’re passing a guest, acknowledge them or ask if they need anything. If you see something out of place, fix it before someone has to ask.

It costs nothing. Takes no extra effort. But when every staff member adopts this habit, the hotel runs smoother, looks sharper, and feels more attentive.

Great service isn’t always about doing more. Sometimes, it’s about making use of the steps you were already taking.

^{CRISIS PLAYBOOK}
When a Guest’s Room Isn’t Ready

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A guest shows up, tired from a long flight, expecting to check in. But their room isn’t ready. Maybe housekeeping is behind. Maybe an unexpected late checkout threw things off. Doesn’t matter. They don’t care why—it just feels like bad service.

Here’s how to turn an awkward moment into a non-issue (or even a win):

1. Acknowledge it before they have to ask. If you already know a delay is coming, don’t wait for guests to find out at the desk. A proactive text or update before arrival sets expectations and gives them options.

2. Offer a quick solution. Don’t just tell them to wait. Offer a lounge pass, a drink at the bar, or access to the gym to freshen up. The wait feels shorter when they’re not just standing around. If you have an available room in another category, offer that for freshening up until their room gets ready.

3. Give a real-time update. If it’s a 20-minute delay, let them know exactly that. If it’s longer, set a realistic timeline and check in before they have to ask again. “Still working on it” is not an update.

4. Make up for the inconvenience. A small gesture—late checkout, free breakfast, a room upgrade—shows you value their time. Even a handwritten note in their room later can flip frustration into appreciation.

Room delays happen. But a bad check-in experience doesn’t have to. Control the narrative, offer solutions, and make sure the first impression isn’t the worst impression.

^{WHAT I FOUND INTERESTING}
Are Five-Star Hotels… Overrated?

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I always thought five-star hotels were the pinnacle of luxury. The best of the best. But then I came across something interesting – hotels in Ireland are starting to ignore the star system entirely. Not because they can’t qualify, but because they don’t want to. [source]

It made me wonder – does a checklist really define luxury? If a hotel doesn’t have a spa, a fine-dining restaurant, or 24-hour room service, does that make it worse? Or does it just mean they’re prioritizing something else?

Some of these places are swapping out rigid amenities for things that actually make a stay special. A locally sourced breakfast instead of a generic buffet. A staff that remembers your name instead of reading off a script. Rooms designed for comfort, not just Instagram.

And guests – they seem to love it.

Likely, five stars will still mean something. But in future, many great hotels might not be the ones chasing a rating. But the ones figuring out what truly makes a stay unforgettable.

^{SHOWER THOUGHT}
💡 It won't be long before people use 'the 20s’ to describe the 2020s.

^{BEYOND THE BTL NEWSLETTER}
How I Contribute To The Hospitality Industry

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I come from a strong tech background – built resilient software for banking, automotive and QSR sectors.

But I finally found true love in hospitality. It’s so full of life and it’s where caring for others is the breadwinner.

However, as a traveller I have gone through a fair share of displeasures and what’s unfortunate is that even the worst experiences had sincere people putting in their best.

But with a lack of data and systems, the staff is usually just overwhelmed.

That’s why my team and I are building Haven. To help hoteliers and hospitality professionals get ahead of guest frustrations and avoid the most basic pitfalls that destroy guest experience.

Hotels that use Haven –

1. Catch service delays before guests complain.
2. Upsell without being pushy.
3. Fix guest issues before they check out.

If you are curious to learn how Haven can help – simply respond to this email and I’d be happy to tell you more over a call.