The check-in queue is a design problem, not a staffing one
Properties that cut arrival wait times did it by changing the desk layout and the arrival sequence, not by adding agents.
Guest Experience
Reviews mention the bathroom more than the bed
A text analysis of 90,000 reviews finds the bathroom driving satisfaction scores harder than sleep quality in the four-star segment.
Loyalty programmes are being judged on the second stay
Enrolment is easy. Getting a member back within twelve months is where the economics of a loyalty scheme are actually decided.