The front desk is where everything comes together or where everything falls apart. It’s the first face a guest sees when they arrive, the last interaction they have when they leave, and the team they call every time something goes wrong in between. It’s also, frankly, one of the most operationally demanding positions in any hotel. Hotel front desk problems don’t usually come...
Ask any hotel general manager what the single most important operational process at their property is, and most will say the same thing: hotel room cleaning. Not because it is the most glamorous part of running a hotel, but because it is the one area where a failure is immediately, visibly, and painfully obvious to the guest sitting in the middle of it. A missed stain on the duvet. A bathroom...
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