Contents
BUYERS GUIDE
Channel Management Software for Hoteliers & Hosts
BUYERS GUIDE
Choosing the Right Booking Engine
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Unexpected issues and hotel operations? They’re like two peas in a pod.
It’s no surprise when you’re juggling early mornings, late nights, day-to-day operations, guests with big personalities, and a building that’s been around for 10 years and starting to show its age. One thing’s for sure—being a hotelier has turned me into quite the handywoman, channeling a bit of Donna Sheridan from Mamma Mia along the way.
Learning to navigate those “oops” and “oh no” moments is a key part of growing as a hotelier—it’s all about self-discovery and figuring it out as you go.
In the early days, every hiccup felt like it could lead to a bad review. But over time, I realized most problems aren’t as big as they seem. You learn to roll with the punches, think on your feet, and figure things out as you go.
Like the time we ended up overbooked on a busy Saturday afternoon. The hotel was full, and so were all the others nearby, and I had upset guests at the front desk. I had to own up to the mistake, apologize, and go the extra mile—literally—by booking them a room at a hotel further away and covering all the costs, including transport and meals.
In the end, the guest appreciated the effort to make things right.
Above all, running a hotel is never a one-person job—I depended on my team to step in with professionalism and poise, especially when I was not around.
That’s why leadership is all about setting the tone. How I handle any situation becomes the blueprint for them to follow.
5 lessons in handling the unexpected
- Stay calm and breathe
Every problem has a solution. Take a moment to steady yourself before taking action—it’s rarely the end of the world.
- Establish clear SOPs
Simple, easy-to-follow Standard Operating Procedures help prevent crises and provide a roadmap for handling daily operations.
- Foster team collaboration
When everyone pitches in, regardless of their role, navigating tough moments becomes a shared effort that strengthens the team.
- Communicate transparently
Be upfront with guests about the issue, and offer thoughtful solutions. Some of my best guest connections began with navigating a problem—it’s in those moments that trust and rapport are built.
- Learn and grow
Every crisis teaches a lesson about yourself, your team, and your operation. These moments of challenge build resilience, refine your approach, and often lead to greater confidence.
