New Article in HOTELS Magazine: The Link Between Team Wellbeing and Guest Experience

I'm excited to share my latest article, now live in HOTELS Magazine.

The piece explores a question I hear often in conversations with hotel operators: why does guest experience falter even when teams are well-trained and well-intentioned?

The answer usually isn't about service skills. It's about what's happening behind the scenes before the guest ever arrives. When staffing is tight, technology is fragmented, and cognitive load is high, even experienced teams struggle to deliver the warmth and presence that guests remember.

The article looks at how burnout shows up not as poor intent but as reduced confidence, and why training alone can't fix systems that are overextended. It also makes the case for treating team wellbeing as foundational infrastructure rather than a nice-to-have.

Read the full article in HOTELS Magazine →

If you're thinking about how operational design affects both your team and your guests, I'd love to hear what resonates.