The days of free HBO and touting an ironing board and coffee maker as room features that delight guests are long gone. The hotel and hospitality industry has seen many changes over the years in services offered, product specifications, and how teams interact with guests. Today, features like lightning-fast Wi-Fi, water bottle filling stations, and electric car chargers attract more attention than the once-expected standards of irons and coffee makers.
While the physical attributes of a hotel matter, what truly brings people back is the quality of service they receive. Good service remains the cornerstone of guest loyalty, but its delivery has evolved. Formal, buttoned-up interactions have given way to a more down-to-earth, casual style. Friendliness, empathy, professionalism, and follow-through are as essential as ever, but the focus has shifted to creating unique, meaningful, and engaging interactions. Guests now seek experiences that feel like home and team members who bring warmth and authenticity to their stays.
Adaptive leadership is crucial for developing a hotel team that genuinely cares about guests’ journeys. It involves aligning the property’s vision, staff, and services to exceed expectations, ensuring each stay feels exceptional and tailored. But what does adaptive leadership look like in practice?
Stand-ups and huddles are vital for keeping teams informed about daily operations, but true collaboration requires going further. Hotel teams are on the front lines, interacting with guests daily. They know what guests appreciate and what frustrates them. Too often, team insights are overlooked. A housekeeper may voice that guests are unhappy with the menu or the lack of charging plugs in rooms, only to feel that nothing changes. Creating a culture where team members feel heard fosters innovation and pride.
Team leader Anthony Grasso implemented a tracker tying guest housekeeping scores to specific rooms and housekeepers. He posts the results and runs monthly contests, offering incentives to employees with the highest scores. This not only motivates staff but ensures cleaner rooms and higher guest satisfaction scores. Recognizing and celebrating your team’s contributions helps them thrive and encourages investment in the hotel’s success.
Guests often face frustrating travel challenges before reaching your front door. Delayed flights, traffic jams, and long days create stress that hotels can alleviate. Hospitality begins with making the entire guest experience effortless. Small improvements, such as ensuring luggage carts are easily accessible, digital key systems work seamlessly, and lost-and-found processes are efficient, can set a hotel apart.
An industry-wide innovation addressing convenience is the new digital tipping platform for housekeepers. This tool enables guests to tip electronically, benefiting employees with increased, direct-to-account tips. Simple enhancements like these improve the guest journey and encourage loyalty.
Leadership responsibilities can fill days with fires to put out, reports to complete, and employee issues to resolve. Yet spending time in the lobby during breakfast or check-in can transform a tough day. Engaging with guests reminds you why you joined the industry. A warm interaction with a guest praising your hotel or sharing how team members like “Suzy and David” made their stay special can be rejuvenating.
During hurricanes, Newport sets up a “Command Center” communication board near the front desk, providing real-time updates on storm conditions, services, and contingency plans. A daily newsletter delivered to rooms keeps guests informed, demonstrating care and attention during difficult times. These moments of presence create memorable experiences and build trust with guests.
Standing out from competitors requires infusing unique touches throughout your property. Finding ways to differentiate through service culture or local connections makes an impression. Offering locally sourced products, like a town’s best caramel corn in your market, creates a sense of place. Providing free samples during check-in or including a small bag in a guest’s room after a positive interaction adds a thoughtful, memorable touch.
Adaptive leadership also means staying informed about evolving guest expectations and emerging trends. Social platforms like Instagram and TikTok, once considered distractions, are now essential for connecting with guests. Texting, which might once have seemed unprofessional, has become an efficient and appreciated communication method. Keeping up with these changes ensures your property remains relevant and appealing.
Adaptive leadership in hospitality is about creating joy—for your guests, your team, and yourself. By collaborating with your staff, simplifying guest experiences, and staying attuned to trends, you can build a hotel where people want to stay, work, and return. Exceptional service isn’t just about meeting expectations—it’s about exceeding them in ways that inspire loyalty and delight.
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