Don't SOP The Life Out of Your Hotel

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Today, Palisades Hospitality Group CEO Tim Harmon reveals how adding restaurant-style spontaneity to hotel operations can transform guest experiences.

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Don't SOP The Life Out of Your Hotel

Tim Harmon

Today, we’re learning from Tim Harmon, founder and CEO of Palisades Hospitality Group.

Big Idea: Hotels can benefit from embracing restaurants' “controlled chaos” and storytelling approach rather than relying solely on systematic processes that can "SOP the life out" of them.

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The restaurant business is about storytelling, and if you tell a compelling story, it honestly doesn't matter what your competition is. People will come to you.

Tim Harmon

Why it Matters: As the hospitality industry grapples with standardization versus personalization, Tim’s cross-sector insights offer a fresh perspective on operating hotels with an independent spirit that can delight guests and deliver financial returns.

Go Deeper: Listen to Tim and I discuss this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify), where we cover:

The differences between restaurant and hotel operations
The power of storytelling in concept development
Palisades' diverse portfolio approach
The connection between employee empowerment and financial success

Today’s Takeaways:

Balance Systems with Spontaneity: While hotels need some systems, don't let standardization suppress the things that create memorable guest experiences.
Trust Your Managers: Give property leaders the autonomy to run their hotels based on what they see and hear daily, just like how great chefs run their kitchens.
Focus on Property Energy: You can gauge a property's health in the first five minutes by observing staff interactions and overall energy - focus on this rather than getting caught up in minor details.
Flip the Organizational Chart: View your role in leadership as providing a platform for employees to succeed rather than just directing from the top down.

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