The article argues that while hotels are investing heavily in renovations, new technology, amenities, and revenue boosting strategies, many are overlooking the importance of staff training that focuses on genuine guest connection. Properties are spending on upgrades to drive higher rates and ancillary income, yet guests increasingly say that warm, attentive service is what most influences whether they return. The piece suggests that even the best design and technology cannot compensate for employees who are rushed, undertrained, or unable to personalize the experience. By investing in people as much as physical improvements, hotels could create the kind of memorable stays that build loyalty and long term revenue.
