Tom G Stevens on operational alignment in third-party hotel management

Integrity is the invisible thread that holds every guest experience together. In hotels, we often talk about service, efficiency, and luxury. But without integrity at every level, those promises can quickly unravel. When integrity guides our actions: Guests trust the accuracy of their billing and reservations. Teams know promotions and recognition are earned fairly. Partners and suppliers see consistency in how we uphold standards. Leaders make decisions that put long-term reputation above short-term gains. For guests, integrity isn’t just a corporate value, it’s felt in the small details: the honesty of how we resolve complaints, the transparency of our communication, and the consistency of what we promise versus what we deliver. The best guest experiences aren’t built only on polished service; they are built on trust. And trust comes from integrity. As hospitality leaders, our challenge is to weave integrity into everything we do, from the way we greet guests at the front desk to the way we report results in the boardroom. Because when integrity is strong, guest loyalty naturally follows. How do you see integrity shaping the guest experience in your property or business? #HospitalityLeadership #IntegrityInAction #GuestExperience #HotelManagement #TrustInHospitality #ServiceExcellence

Before becoming a revenue management executive, Jason D'Agostino, started his hospitality career in F&B, where every event required analyzing cost, margin, and profitability. That same operational mindset shaped his approach as Corporate Director of Revenue Management at Visions Hotels, where he helped grow the portfolio from 25 to 70 properties. In this interview, Jason shares how understanding both sides of the house can help hoteliers think more strategically about total profitability, not just top-line revenue. 💡 “Top-line recovery does not equal bottom-line health. Not all revenue is created equal.” Read 'What F&B Can Teach Us About Smarter Revenue Management': https://hubs.ly/Q03MFKJq0 #OtelierInterviewSeries #HotelRevenueManagement #HospitalityLeadership #HotelProfitability #FoodandBeverage

💡 Top-line recovery does not equal bottom-line health. That line hit home during my recent interview with Jason D'Agostino, CRME, CHIA and Jason Freed with Otelier, where we talked about what true revenue leadership means in today’s hospitality world. I started my career in F&B — where every event meant analyzing cost, margin, and profitability — and that operational mindset has shaped how I lead commercial strategy today. In the conversation, we explored: 🔹 How to align Sales, Revenue, and Operations for total profitability 🔹 Why not all revenue is created equal 🔹 How data + discipline + heart can transform a portfolio’s performance I’m proud of what we built at Visions Hotels — growing from 25 to 70 properties while keeping profitability front and center — and grateful to see that approach resonate industry-wide. https://lnkd.in/guJCX_cn #Leadership #HotelRevenueManagement #CommercialStrategy #HospitalityIndustry #Profitability #DataDrivenDecisions #OtelierInterviewSeries #RevenueOptimization

Hospitality CFOs have enough on their plate without trying to decode accountancy jargon. From cost control to VAT quirks and cashflow pressure, the sector’s financial landscape is complex. But it doesn’t have to be confusing. HaysMac’s hospitality specialists speak your language, not jargon. Great insight from the team 👇

Foxwoods Resort Casino isn’t just saving millions through a nine-year partnership with Provista; it’s reshaping how hospitality organizations operate. The vision of new Provista Hospitality Council chair Philip Minichino, Foxwoods’ chief procurement officer, is clear: proactive strategies and enhanced collaboration. #Hospitality #Procurement Read the story: https://ow.ly/WEsF50Xc6AE

THERE IS NO HIGH PERFORMANCE IN HOSPITALITY WITHOUT QMS. Isolated checklists do not sustain consistency. Occasional audits do not ensure improvement. Training without a system does not build culture. In hospitality, whether in #hotels, #hospitals, #cruise ships or #vacation ownership, quality is not the responsibility of a single department. Everyone is involved. At some point sectors connect, and at every moment everyone depends on each other. What guarantees predictability, financial return and excellence perceived by the guest is a #Quality Management System that is structured, integrated and alive. That is why a new newsletter is born: #QMS in Hospitality – System, Management and Excellence. Here we will not talk about passing trends. We will talk about system, ROI, leadership and corporate discipline applied to hospitality. The first edition is coming soon. #articles #newsletter #hospitality #hotel #resorts #timeshare #guestexperience #hotelmanagement #CEO

The Secret to Scaling Up in Hospitality Let me share a small secret I’ve learned over the years — especially when working closely with hotel owners. Everyone knows the math: the less we ask for CAPEX or OPEX (without compromising on quality or standards), the stronger the EBITDA looks. But my real mantra has always been simple — 👉 Increase incremental revenue within the property. Once a guest is in the hotel, every department — from F&B to Front Office — has the power to generate more value. It’s not about big-ticket spends; sometimes an upsell of just ₹100 makes a huge difference when multiplied across teams and days. Giving away free service is easy. But when you serve and charge right, while still making the guest feel valued — that’s real hospitality and real business sense. I still remember challenging one hotel owner years ago: 💬 “We’ll cover yearly salaries purely from incremental revenue.” And with the team’s effort — we did it. How? By monetising existing spaces creatively and ethically: Lawn rentals for private dinners 🌿 Dining space charges for special setups 🍽️ Late-night conference use fees 💼 Custom celebrations and experiences 🥂 Breakage and maintenance charges collected fairly — because every saving mattered 💰 Of course, many minor damages were let go — but the discipline of accountability helped everyone understand the value of every rupee saved. Because at the end of the day, profitability doesn’t come from cutting corners — it comes from creating value. #Hospitality #RevenueManagement #HotelOperations #Leadership #IncrementalRevenue #GuestExperience #BusinessStrategy #HospitalityLife #ServiceExcellence #HotelLeadership #FandB #Teamwork #Profitability

Never Say “No”! Coming from the hotel world before entering the STR industry, one lesson from my hospitality training at the Hyatt has always stuck with me: never say no. It doesn’t mean you say yes to everything — it means you reframe the “no” in a way that leaves the guest feeling cared for, not rejected. For example, instead of saying: 🚫 “I’m sorry, we can’t offer an early check-in.” That’s already a negative, and there’s no need to apologize for standard policy. Save your apologies for things that really matter. Try this instead: “We have a back-to-back reservation today, and our cleaners need time to make sure the home is perfect for your stay. In the meantime, check out The Rusty Bean — my favorite local coffee shop just a few blocks away. If the cleaners finish early, we’ll reach out right away!” See the difference? It’s helpful, it’s local, it adds value. 💙 Every “no” is a chance to connect, provide insight, and show you care. That’s the heart of great hospitality! #Hospitality #CustomerExperience #ShortTermRentals #Leadership #STRLogic

Scrappy beats perfect in hospitality. Here’s the story operators recognize. Rooms went online like a simple B&B. Demand came from the restaurant on site. Guests asked, and the team found a way. It was not guest ready at first. Linen ran on two or three machines. Standards improved while bookings grew. Call it houtje-toutje. Call it starting scrappy. The work was relentless, then compounding. Early rooms were functional, not polished. Guests booked because the story felt real. Value beat perfection, and trust built quickly. The insight is operational grit attracts opportunity. Momentum comes from distribution plus proximity. Then systems catch up and amplify. On-site teams aligned around one goal. Fill rooms and elevate guest spend. Partnership created a weekend destination. For hotel leaders, the playbook is simple: - Start before you’re ready. - Use existing assets on site. - Partner locally to unlock fast demand. - Tighten operations while the flywheel really builds. Where has starting scrappy created outsized results in your hotel?

Hospitality Industry: Where Service Meets Heart The hospitality industry isn’t just about hotels, restaurants, or resorts — it’s about people. Every smile at the front desk, every meal served with care, every clean room, and every small detail counts. Hospitality is more than a business; it’s an emotion. It’s the art of making someone feel at home when they’re miles away from theirs. The best professionals in hospitality don’t just work for guests — they care for them. They understand that service isn’t a duty; it’s a privilege. If you want to grow in this industry: Treat every guest like your only guest. Lead your team with respect and example. Focus on consistency — that’s where real excellence lives. Keep learning. Trends change, but genuine service never goes out of style. Remember, people might forget what they ate or where they stayed, but they’ll never forget how you made them feel. That’s the true power of hospitality. #HospitalityIndustry #HotelManagement #Leadership #CustomerService #HospitalityProfessionals #Hotels #TravelAndTourism #HotelLife #ServiceExcellence #LuxuryHotels #GuestExperience #Motivation #Success #Teamwork #CareerGrowth #HospitalityManagement #LinkedInHospitality #WorkEthic #Inspiration #HospitalityLeaders #ProfessionalDevelopment