Hotel Customer Experience Design

Stop Posting Just Room Photos on Socials! Here’s What Guests Actually Want to See. Be honest with yourself, how many times has your hotel’s socials posted a perfectly polished room photo with a caption like: "A cozy escape awaits. Book now. ✨" And how many times did that post actually drive engagement… or, better yet, a booking? The truth? Guests don’t book because of a bed and four walls. They book for the experience. Yet, so many hotels (and restaurants) flood their feeds with soulless, salesy photos that look just like every other property. If your social media feels more like an online catalog than a destination, you’re missing the point. And here’s the real game-changer: With AI improving at an insane pace, software will soon generate better images of our hotel rooms than we ever could anyway! Perfect lighting, flawless composition, AI will do it all. Just like the image in those post. So, what will actually make a difference? The stories and experiences we share. What Should You Post Instead? 📍 The Destination : Guests aren’t just staying at your hotel; they’re visiting your city. We’re focusing on highlighting local gems, hidden spots, and experiences they won’t find on TripAdvisor. 👩🍳 Behind-the-Scenes Stories : Meet the chef behind your restaurant. Show how your cocktails are crafted. Introduce the team that makes the magic happen. People connect with people, not just places. 🎥 Guest-Generated Content : A guest’s TikTok or Instagram Story will always feel more authentic than a corporate post. That’s why we’re actively encouraging and sharing real experiences from real people. 🐶 Unique Experiences – Is your hotel pet-friendly? Show a guest’s dog getting VIP treatment. Do you have a rooftop with an insane sunset view? Capture it in the moment. We’re prioritising content that makes guests feel something. 😂 Relatable Moments – The WiFi struggle at check-in. The joy of room service at midnight. The feeling of slipping into a fresh hotel robe. We’re leaning into humour, nostalgia, and moments guests actually remember. The Bottom Line? Our guests don’t just want a room. They want a story to tell and a memory to take home. That’s exactly why our hotel group has shifted the focus of our social media strategy. Less staged perfection, more real experiences with the teams on the ground diving right in to get on board! AI will generate the polished images, but it won’t replace human connection. What’s the best-performing post you’ve seen from a hotel or restaurant? Drop a link, I’d love to check it out! 👇🏼

🌟 Elevating Venue Experience: The Magic of Retractable Seating! 🪑 Innovation in the world of seating solutions is transforming the way we experience events. Today, let's explore the incredible world of Retractable Seating and its game-changing impact on venues. 🏟️ What's Retractable Seating? Imagine having the power to transform a single space for multiple purposes effortlessly. That's the essence of retractable seating, a dynamic and space-efficient solution. Here's a closer look: 🚀 Flexibility: Retractable seating adapts to various event types, from sports to concerts to conferences. It's a chameleon that ensures your space is never underutilized. 💡 Space Optimization: Need an open floor for exhibitions or banquets? Retract the seats! It maximizes usable space and revenue potential. 🛡️ Safety First: Modern systems prioritize safety with locking mechanisms and safety features, ensuring peace of mind for all attendees. 🌐 Accessibility: Tailored for inclusivity, retractable seating can be customized to accommodate those with disabilities. It's all about ensuring equal access to events. 💰 Cost Efficiency: While the upfront investment can be significant, it pays off in the long run. Reduced setup/teardown costs and efficient space usage mean substantial savings. Considerations to Keep in Mind: 📊 Initial Investment: The upfront cost can be a hurdle, but the long-term benefits make it a smart investment. 🔧 Maintenance: Regular upkeep is essential to keep the system running smoothly and safely. 🎨 Customization: While versatile, there may be limitations in seat design and customization options. 🏢 Space Constraints: Smaller venues or those with limited storage space might find retractable seating challenging to implement. Retractable seating isn't just about chairs that move—it's about innovation that revolutionizes event spaces. It's about offering more, optimizing costs, and enhancing accessibility. #innovation #technology #eventmanagement #venuedesign

The most dangerous mindset in hospitality right now? “We’ve always done it this way.” That one sentence has quietly killed more innovation, guest satisfaction, and employee retention than anything else in this industry. We are living in a time when customer expectations are changing weekly. Content trends are evolving daily. And yet, behind the scenes at some hotels, cruise lines, and destinations, the same outdated strategies are still being passed around like family recipes. “That’s how we’ve always handled check-ins.” “That’s how we’ve always posted on Instagram.” “That’s how we’ve always trained new hires.” Let me ask you this, how many guests have walked out of your lobby, or off your ship, thinking “That was fine… but I probably won’t come back” because the experience didn’t evolve with the times? Here’s some tactical advice I’ve seen work firsthand: 1. Quarterly innovation reviews: Every 90 days, sit your leadership team down and ask, “What are we doing just because it’s tradition?” Replace at least one of those things with something bold and guest-focused. 2. Rotate team members into social media strategy: Don’t let your digital presence be dictated by one person’s routine. Frontline staff have real-time insight into what guests actually care about, put them in the room where content ideas are born. 3. Reverse mentor your executives: Your youngest employees see things differently. Once a month, have someone under 30 lead a meeting about what content, platforms, or service experiences feel outdated, and what’s inspiring them right now. 4. Stop rewarding tenure over traction: Respect loyalty, but measure success by adaptability, not years served. The brands thriving in 2025 are the ones hiring for mindset, not just experience. 5. Audit your guest journey like a TikTok user: Fast. Visual. Emotionally clear. If any step of your guest experience is clunky, confusing, or uninspired, fix it. Don’t defend it. No one cares how long you’ve done it that way. The hospitality industry isn’t dying, but the old way of doing it is. What’s replacing it is faster, bolder, more digital, more transparent, and driven by stories that actually matter. Don’t get left behind because you refused to change something 'that always worked.' If that mindset worked in 2015, great. But this isn’t 2015. This is now! ---- I'm Scott Eddy, keynote speaker, social media strategist, and the #15 hospitality influencer in the world. I help hotels, cruise lines, and destinations tell stories that drive revenue and lasting results — through strategy, content, and unforgettable photo shoots. If the way I look at the world of hospitality works for you, and you want to have a conversation about working together, let's chat: scott@mrscotteddy.com.

Two Years in Dubai: Lessons in Hospitality as a Hotel GM Two years ago, I arrived in Dubai, stepping into one of the most dynamic and competitive hospitality markets in the world. As General Manager of a five-star hotel, I knew the expectations would be high. Today, I reflect on the key lessons I’ve learned about delivering exceptional hospitality in this unique city—one that is arguably at the forefront of the global hospitality industry. ➡️ Exceeding Expectations is the Baseline Dubai redefines luxury. Guests arrive with expectations shaped by the city's reputation for innovation, excellence, and impeccable service. Here, meeting expectations isn’t enough—exceeding them is the norm. From personalized welcomes to anticipating unspoken needs, every detail matters in crafting unforgettable experiences. ➡️ Cultural Sensitivity is Non-Negotiable With visitors and employees from every corner of the world, cultural intelligence is essential. Understanding diverse traditions, communication styles, and service preferences allows for a more personalized and respectful guest experience. Training teams – in our case of 75 nationalities- to be culturally aware ensures seamless interactions and elevated satisfaction. ➡️ Agility Defines Success Dubai’s hospitality and gastronomy moves very fast—trends shift, guest preferences evolve, and market dynamics change rapidly. Staying ahead means embracing agility, whether by integrating new technologies, rethinking service models, or responding to global challenges. Adaptability is key to maintaining a competitive edge. ➡️ A Five-Star Team Creates a Five-Star Experience Exceptional hospitality starts with an exceptional team. Employee engagement, well-being, and recognition directly impact service quality. Investing in training, fostering a strong service culture, and ensuring top-tier staff accommodation are critical in driving performance and morale. Happy teams create happy guests. ➡️ Technology Enhances, but People Deliver While technology plays a growing role in streamlining operations and enhancing convenience, for me true hospitality remains personal. No digital solution can replace looking for the “Golden Nuggets“or an anticipatory customer service of a well-trained team. Balancing tech with human touch ensures efficiency without compromising the emotional connection guests seek. Looking Ahead Dubai continues to evolve, and so does its hospitality landscape. The past two years have reinforced that success in this industry is about staying guest-centric, adaptable, and innovative. As I look forward, one thing remains unchanged—hospitality isn’t just about service; it’s about creating experiences that leave an ever lasting impression. What have been your key learnings in hospitality? I’d love to hear your thoughts! #Hospitality #Hotels #Luxury #WhatInspiresMe

Every Detail Matters in Housekeeping Housekeeping is the backbone of hospitality. A clean, organized, and welcoming environment enhances guest satisfaction and reflects hotel quality. Attention to detail distinguishes great housekeepers from good ones. Here are some key tips: 1. First Impressions Count A spotless room, neatly made bed, and fresh scent create a positive impression. Check corners, mirrors, and windows for smudges or dust—small things matter. 2. Consistency Is Key Guests expect high standards consistently. Follow the hotel's SOPs to prepare rooms perfectly every time. 3. Inspect Hidden Areas Check under beds, behind curtains, and inside drawers. Guests may not often look there, but finding dirt can ruin their experience. 4. Add a Personal Touch Notice guest preferences and tailor services, such as extra towels or arranged toiletries. Even small touches like handwritten notes make guests feel valued. 5. Communicate Effectively Report maintenance issues or guest requests immediately. Good communication with teammates ensures smooth operations. 6. Be Proactive Anticipate needs, such as extra amenities for families. Regularly check and replace worn items like bedsheets and curtains before guests notice issues. 7. Prioritize Safety and Hygiene Use cleaning chemicals safely, ensure proper ventilation, and handle sharp objects carefully. Safety is key for both guests and staff. 8. Manage Time Efficiently Plan tasks to meet deadlines without compromising quality. Effective time management boosts productivity. 9. Commit to Learning Stay updated with the latest cleaning techniques and tools. Learn from feedback and aim for excellence, as your work reflects on the hotel’s reputation. Conclusion Every detail matters in housekeeping. Precision, consistency, and proactive service create memorable guest experiences and uphold hotel standards. Stay motivated, take pride, and always aim for excellence! --- #HousekeepingExcellence #AttentionToDetail #GuestSatisfaction #HotelStandards #ProfessionalHousekeeping #BeProactive #StayConsistent #PrideInYourWork #HospitalityMotivation #LearnAndImprove

Continuing my series on EPDs, today I cover several topics based on the most common questions that #SMEs ask when participating in their first #EPD. ▶️When does a company require an EPD? The main reason for getting an EPD is to participate in projects where they are required as part of #greenprocurement or for #buildings with green certifications such as BREAM or LEED. EPDs are not yet mandatory, but in some countries, new regulations are being implemented to meet embodied carbon thresholds. In these cases, EPDs are required for calculation. ▶️What is an EPD Program Operator (PO)? A PO is an organization that oversees the development of PCRs and the verification of EPDs. The PO ensures that EPDs are produced in a transparent, credible, and comparable manner, as well as managing technical and administrative aspects such as the verification process, which confirms that the data reported in the EPD accurately represents the product's environmental impact. ▶️ What are the main steps in creating an EPD? 🔹Identifying the right PO and Product Category Rules (PCR) 🔹Conducting the inventory collection and LCA according to the PCR 🔹Create the necessary documents: EPD and LCA background report 🔹Third party verification ▶️What if there is no PCR in place for the product? Each PO has its own set of PCRs. The PCR for construction products is the basic one every PO has in place. However, many non-construction product types also require a specific PCR (chemicals, tires metal structures, etc.). And some PO do not have PCRs for those. In this case, a company seeking to create EPDs must invite all interested parties (including other companies producing the same product, clients, and even governmental institutions) to create the PCR. The steps that follow are shown in the second slide that I included. ▶️What is the ECO platform? In summary, it is an organization that brings together the major European POs, EPD developers, and other stakeholders to provide basic guidelines for POs to follow. The ECO platform also addresses a variety of other issues, such as collaboration with NGOs, standardization bodies, and governmental entities interested in the construction industry. Furthermore, it serves as an umbrella for all EPDs registered by all of its PO members, making it an excellent source for EPDs in PDF and machine-readable formats. ▶️How to choose in which PO to publish? This is a popular and important question. In my opinion, the most important factor is the client's preferences. A project in Norway will most likely request the EPD through EPD Norge PO. If in Italy, consider EPD Italy, and so on. In France, for example, if I am not mistaken, only INIES PO is accepted. This causes a headache for many companies because they may have clients all over Europe, and it is simply impractical and expensive to have multiple EPDs for the same product registered under different POs. #climatechange #construction #sustainability

✈️ From Dream to Booking: How Social Media Is Completing the Travel Funnel Back in the early 2000s, during my time with Priceline and Travelocity (now part of Expedia), we nailed the UX and supply side—but struggled with demand, interest, and conversion. Travelers were inspired, yet getting them to book directly from inspiration remained elusive. Fast forward to today: ✔️ Travelers now visit up to 277 web pages in the 45 days leading up to a booking. That’s up from just 38 in 2013. The path to purchase is increasingly fragmented. ✔️ 81% of travelers say social media inspires their travel decisions. TikTok has become one of the most powerful discovery tools, especially for Gen Z. ✔️ But sourcing inspiration across platforms and then seamlessly booking through OTAs? The funnel was broken. ⸻ A Game-Changer Emerges Booking.com and TikTok have just raised the bar. In the U.S., select users can now: ✔️ View hotel availability, ratings, prices, reviews ✔️ Book directly within the TikTok app ✔️ Receive confirmations straight in their TikTok inbox This is a watershed moment: social media is no longer just about inspiration—it’s becoming a distribution and booking platform. ⸻ Why It Matters ✔️Travel inspiration and booking are finally converging in one seamless experience. ✔️TikTok’s highly personalized feed now drives real-world decisions, and Booking.com brings the commerce element in-app. ✔️This integration showcases how visual storytelling can lead directly into transactions—no friction, no tabs, no abandonment. ⸻ Tryp.com: Cracking the Inspiration-Booking Gap This is why I’m so inspired by what Tryp.com has built: ✔️An AI-powered experience that turns inspiration directly into full itineraries—flights, trains, buses, hotels, activities—based on your preferences. ✔️ In just four years, André and his team have taken the idea of inspirational travel and made it instantly bookable. ✔️ They’ve essentially reimagined the top of the funnel, turning browsing into booking. I have no connection to Tryp.com—I’m simply excited and impressed by how they’ve solved a problem that many of us have wrestled with for decades. ⸻ The Future of Travel Commerce ✔️ Social platforms will increasingly act as both the spark and the checkout. ✔️ AI-driven inspiration platforms like Tryp.com are pivotal in shaping how travelers move from dream to itinerary. ✔️ The travel industry is on the cusp of a funnel transformation—and it’s fascinating to watch unfold. Could AI-powered inspiration be the next growth engine for travel tech? I believe Tryp.com and innovations like TikTok + Booking.com are pointing the way. #TravelTech #Innovation #AI #SocialCommerce #TravelInspiration

"If they don’t know about it, they won’t buy it." This mantra is especially true for ancillary services in #hospitality. Turning these hidden gems into core revenue drivers demands creativity, strategy, and guest engagement. 💡 Digital is King: Leverage social media campaigns to showcase your spa treatments or signature cocktails. Personalized email marketing and well-optimized websites (think #SEO and #SEM) make your offerings discoverable and irresistible. 🏨 In-House Innovation: Replace traditional brochures with interactive in-room tablets and engage guests through gamification—who doesn't love winning discounts? 🤝 Collaborations Matter: Partner with #influencers for authentic #storytelling and local businesses for exclusive guest experiences. 📢 #Pricing with Purpose: Bundled packages and psychological pricing (like 99.95€ instead of 100€) can create irresistible perceived value. 🛎️ Listen & Adapt: Guest #testimonials and #reviews amplify trust and credibility. Showcase their stories and let their words sell the experience. How are you innovating your ancillary marketing strategies? Let’s share ideas in the comments! #Hospitality #Leadership #Ancillary #Revenue #DigitalMarketing #GuestExperience Revenue Growth Torres Hospitality Consulting

Many of us have recently returned from holidays. Some stayed in hotels or Airbnbs, while others had the privilege of staying with family or friends. As recipients of their hospitality—or as hosts ourselves—it’s hard not to notice the effort and thought that goes into making someone feel welcomed and comfortable in a home. This got me thinking: we spend so much time and energy ensuring our guests feel cared for at home, but do we bring the same care and attention to welcoming new members at work? Often, we focus on the logistical side of onboarding. While these are important, they’re only one part of the experience. What about the human side of onboarding? The part where someone new feels 𝘀𝗲𝗲𝗻, 𝘃𝗮𝗹𝘂𝗲𝗱, and 𝘁𝗿𝘂𝗹𝘆 𝘄𝗲𝗹𝗰𝗼𝗺𝗲𝗱? Here are 𝘁𝗵𝗿𝗲𝗲 𝗹𝗲𝘀𝘀𝗼𝗻𝘀 from hosting at home that we can apply to welcoming new colleagues: 𝟭. 𝗦𝘁𝗮𝗿𝘁 𝘄𝗶𝘁𝗵 𝗮 𝗪𝗮𝗿𝗺 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 First impressions are crucial. Consider creating a personalised "welcome pack" that goes beyond the basics. Perhaps, gather handwritten welcome notes from each team member. This collective gesture shows that the entire team is excited about their arrival. Additionally, if from outside of Singapore, include a packet of tissues with a note to explain why—a nod to the local Singapore custom of using tissues to "chope" (reserve) seats at hawker centers in Singapore. 😅 This not only introduces them to local culture but also adds a touch of humor and warmth. 𝟮. 𝗔𝗻𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗲 𝗧𝗵𝗲𝗶𝗿 𝗡𝗲𝗲𝗱𝘀 Good hosts anticipate what their guests might need—even before they ask. The same applies at work. Does your new team member have all the tools, resources, and information they need? Have you assigned someone they can reach out to for help? Thoughtful preparation can ease their transition and prevent unnecessary frustration. 𝟯. 𝗣𝗮𝗰𝗲 𝘁𝗵𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 When someone stays with you, you don’t just welcome them on the first day and then leave them to figure everything out. You check in periodically, ensuring they’re comfortable and adapting well. At work, onboarding shouldn’t stop after the first week. Make it a point to follow up regularly over the first few months. A simple check-in can go a long way in helping someone feel supported and valued. 𝗛𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗮𝘀 𝗮 𝗧𝗲𝗮𝗺 𝗘𝗳𝗳𝗼𝗿𝘁 Welcoming new team members isn’t just the leader’s responsibility—it’s something all of us can contribute to. Whether it’s inviting them for lunch, answering their questions with patience, or simply being approachable, we all have a part to play in making them feel at home. Thoughtful hospitality leaves a lasting impression on guests. A warm and intentional onboarding experience helps new colleagues feel at ease, integrate faster, and contribute sooner. What have been POSITIVE and not-so-positive experiences you have had when joining a new team? What type of Welcome did you receive?

Today I’m speaking to 400+ travel and hospitality professionals in Curaçao about how social media and AI are transforming tourism. In a digital-first world, destinations aren’t just booked — they’re experienced through content before a plane ever leaves the ground. If you work in tourism or hospitality, here’s what to start doing now: ↳ Use short-form video to show off the real experience — not just the highlight reel ↳ Lean into storytelling over sales — people buy emotions, not brochures ↳ Experiment with AI to streamline guest communication, content planning, and trip personalization ↳ Treat social as your first impression, not your last step Tourism is about connection. Social media is the new concierge. AI is the accelerator. Thank you to Curaçao Hospitality and Tourism Association (CHATA) and Diederik Kemmerling for the opportunity to speak to a room full of innovators. Let’s build what’s next.