I've been covering this industry for a decade now. And that's not a matter of rounding, this month officially marks my 10th anniversary at this news organization, once referred to as Hotel News Now and more recently CoStar News Hotels.
And in that time, I feel like I've learned a lot about this industry.
But reflecting back on the things I've written, the conferences I've attended and the conversations I've had with hotel executives over the years, there's one thread that I think flows through most of what you'd describe as "best practices" for the industry: We're all in need of better communication.
That is, frankly, understandable. It's likely true in most industries or companies or careers that there are hurdles people have to face in their work largely because other stakeholders simply don't understand what they're doing or the value of getting on the same page. It's part of the human experience.
But it also so directly correlates to issues we regularly report on that it's worth mentioned.
Last month at HSMAI's Commercial Strategy Conference, for example, I reported on how revenue, sales and marketing teams can better align. That's a real point of transition across the industry as companies continue to move away from a structure that isolates those three disciplines to one where they have shared objectives and goals. But so much of the takeaway was just how individuals in each discipline needed to understand each other better and take some time to internalize their varied motivations and modus operandi.
This industry is certainly one that is poised — or at least should be — to be one that rewards good and active listeners. Isn't that, after all, the heart of hospitality, listening and understanding the needs of others so you can better serve them? Why make that only outward facing to your guests and clients and not inward facing to the individuals and teams within your respective companies?
Empathy and understanding are powerful tools, and those who harness them are the ones best poised for success.
Let me know what you think on LinkedIn or via email.
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