Key Takeaways for Hospitality Operators

• Visible, hands-on leadership can strengthen employee engagement, improve retention, and foster a stronger workplace culture.
• Underutilized spaces, particularly outdoor areas, can be transformed into revenue-generating guest experiences.
• The most successful operators remain proactive and flexible while keeping the guest experience at the center of every decision.

In this episode of Meet in the Lobby, hosts Melissa McCormack, Senior Director of Field Support & Customer Relations, Avendra International, and Dorien Murphy, Director of Luxury Accounts, Avendra International, continue their discussion on helping hospitality operators navigate ongoing cost pressures.

The conversation focuses on two critical areas facing hotels today: labor challenges and revenue optimization. Drawing on their operational experience, McCormack and Murphy share practical strategies for engaging associates, strengthening culture, and identifying overlooked opportunities to generate revenue throughout the property.

At the center of the discussion is an important reminder:

The operators who succeed are the ones who stay proactive and flexible while keeping the guest experience at the center of every decision.

Q: With labor continuing to be one of hospitality's biggest challenges, what are some effective ways operators can motivate, engage, and retain their teams?

Dorien Murphy: "One of the most influential leadership concepts I learned early in my career was something called encouraging the heart.

For me, that means being in the mix and understanding what your associates are experiencing every day. When we talk about creating a culture of collaboration, openness, warmth, and even a feeling of family, it starts with showing up and connecting with people."

Murphy believes leaders should make a point of engaging associates throughout the property, regardless of department.

"It's about making those rounds and appreciating the fact that your associates showed up ready to help deliver a great guest experience," he said.

Just as importantly, Murphy believes effective leaders should actively support their teams during busy periods.

"If we're in the middle of a push, I'm working expo. I'm helping plate dishes. I'm serving guests if that's what the operation needs," he said. "Leadership isn't just calling for extra hands. It's becoming every hand your associates need to get the job done."

Drawing from his experience in hotel operations, Murphy found that this hands-on leadership approach improved both guest satisfaction and associate satisfaction.

Q: What role does leadership play in employee satisfaction and retention?

Melissa McCormack: "I think Dorien hit the nail on the head with top-down culture.

One statistic that always stands out to me is that nearly 70% of people say the person they report to has the greatest impact on their job satisfaction."

McCormack noted that associates take notice when leaders are willing to work alongside them.

"Whether you're running the expo line, talking with guests, or helping behind the line, your team respects the fact that you're in the trenches with them," she said. "That visibility and support can have a meaningful impact on engagement and retention."

For hospitality leaders looking to strengthen their culture, McCormack believes active involvement often speaks louder than any formal program or initiative.

Q: Beyond labor, where are some of the biggest opportunities to generate revenue from underutilized spaces?

Melissa McCormack: "Hotels need to create spaces where people actually want to spend time.

The longer guests spend time in common areas, the more likely they are to engage with the experiences and amenities your property offers."

Depending on the property type, those opportunities may include grab-and-go offerings, autonomous markets, coffee bars, or enhanced common areas designed to encourage guests to linger.

For McCormack, one of the most overlooked opportunities remains outdoor space.

"Outdoor areas are often underutilized," she said. "The question operators should be asking is how those spaces can evolve throughout the year and become destinations in their own right."

From seasonal winter activations and outdoor igloos to wellness programming such as yoga classes, creative use of outdoor space can help properties maximize both guest engagement and revenue potential.

Q: What are some examples of operators successfully transforming unused space into revenue-generating experiences?

Dorien Murphy: "One of the first places I'd look is supplier relationships.

Suppliers are constantly in the market, seeing new products, trends, and opportunities. They can often help operators identify ideas they may not have considered."

Murphy shared an example from his time in hotel operations, when a partnership with a local fitness studio transformed a pool deck into a revenue-generating experience.

"We hosted sunrise spin classes with 20 bikes on the pool deck," he said. "Guests paid for the session, and it also generated pre-breakfast food and beverage revenue."

He also described reimagining overlooked areas throughout the property.

"We created a check-in patio right outside the valet area where guests could enjoy drinks while waiting for rooms to become available," Murphy said. "We also converted another outdoor space into a cigar lounge through a partnership with a local cigar company."

For Murphy, these types of initiatives don't necessarily require significant investment.

"Sometimes it only takes a little creativity," he said. "It's about looking at those spaces differently and turning them from dust collectors into revenue-generating areas."

Q: What's the biggest takeaway for operators facing continued cost pressures?

Melissa McCormack: "The big theme here is intentionality.

The operators who win are the ones who stay proactive and flexible while keeping the guest experience at the center of mind."

Whether the focus is labor, revenue generation, or operational efficiency, McCormack believes success comes from consistently looking for opportunities to improve the business while maintaining a guest-first mindset.

Dorien Murphy: "I couldn't agree more."

Ready to explore the fascinating world of hospitality through the lens of experts who've lived it? Tune in to “Meet in the Lobby,” subscribe for future episodes, and engage in conversation over on our LinkedIn.

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