We own and manage several hotels as a company .The accountability from the hotel brand Marriott towards the hotel operator or franchisee in many disciplines were suspended due to COVID such as breakfast offerings, guest service scores thresholds, brand standards, quality assurance inspection, cleanliness score threshold, guest room preventative maintenance program, guest survey takeover fees, and guest assistance fees. All accountability in every discipline is activated and the hotel brand has established a threshold for each category. They require hotel operators/franchisees to meet the threshold established and failure to meet them will violate the franchise agreement.
The hospitality industry is under a lot of stress and pressure since March of 2021. The rapid vaccinations in the country has boosted the travel and and tourism industry aggressively but the labor shortage in the industry has many hotel owners and operators struggling significantly to keep up with the demand. Hospitality industry prior to pandemic typically had high employee turnover but post pandemic the hoteliers are in a difficult position with staffing.
The vendors that keep the hotels stocked with food, hotel operations supplies, linen, terry, cleaning products, shampoo, conditioner, lotion, are all facing the labor shortage issues. They simply cannot keep up with the demand because travel and tourism has taken off exponentially.
The thresholds and accountability have been activated in the industry when the operational challenges are at its peak . I would be lying if I said that hotel leadership are not in the trenches. They are in the weeds daily and solely focused on getting rooms cleaned and accommodating guests to the best of their ability.
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