Key Takeaways for Hotel Operators

• Invest in sleep quality: Blackout curtains, sound machines, pillows, and layered lighting increase both satisfaction and RevPOR.
• Curate in‑room wellness retail: Bath bombs, eye masks, and facial kits are high‑margin, low‑effort revenue drivers.
• Use tech to personalize—not isolate: Pre‑arrival offers and mobile ordering should increase opportunities for upsell, not block them.
• Elevate zero‑proof: Treat non‑alcoholic beverages like signature cocktails—crafted, intentional, and profitable.
• Leverage your ecosystem: Collaboration among operators, suppliers, scientists, and experts powers innovation and performance.

In this special listener‑driven episode of “Meet in the Lobby,” hosts Dorien Murphy and Melissa McCormack dig into your biggest hospitality questions—from growing RevPOR in a flat occupancy landscape to elevating the zero‑proof drink experience, plus reflections on 25 years of hospitality innovation with Avendra. Real questions, real stories, and practical takeaways operators can use today.

As markets forecast flat to down occupancy in 2026, one question rises to the top:

How can hotels increase revenue without relying on more heads in beds?

Murphy and McCormack point to a clear answer: Guest Experience Is the New Revenue Strategy. From sleep‑enhancing amenities to smarter tech to elevated zero‑proof menus, the path to stronger RevPOR comes from creating stays that feel more personal, effortless, and well‑designed at every touchpoint.

Sleep Enhancements Are High‑Margin RevPOR Drivers

Sleep tourism is no longer niche—it can be a core decision factor for travelers. And small upgrades can translate directly into room‑rate lift.

“Blackout curtains, sound machines, quality pillows, specialized lighting—these small touches matter,” McCormack explained. After using a simple sound machine during a recent stay, she added, “I’d pay more if I know I'm getting an excellent sleep experience.”

Why it matters: Improving sleep quality is one of the simplest, highest‑ROI guest experience investments hotels can make.

Spa Minibar Products Create Reliable Incremental Revenue

Many travelers want the benefits of a spa but not the time commitment. That opens the door to in‑room retail centered on self‑care.

Murphy suggested a curated “spa minibar” with products like bath bombs, eye masks, and mini facial kits. Guests love the convenience—and they pay for it.

“Guests will spend real money on relaxation,” Murphy noted. “One told me she’d pay $50 a night for the perfect bath bomb.”

McCormack echoed the demand: “I always travel with a collagen face mask. I’d absolutely use it if the hotel offered it in‑room.”

Why it matters: Wellness retail is a high‑margin, low‑risk way to lift revenue per occupied room without operational strain.

Tech Should Empower Service—Not Replace It

Pre‑arrival personalization and mobile ordering can meaningfully increase revenue—but only when they enhance human connection, not block it.

After booking a recent stay, McCormack received a prompt to schedule an in‑room spa service. “If I had the time, I absolutely would have booked it,” she said. “That’s anticipatory service in action.”

But tech can also go wrong. Murphy described a Las Vegas stay where the hotel used a fully digital ordering system with no option to speak to anyone.

“I had questions, I needed help, and I couldn’t get it. And it didn’t upsell me on drinks or desserts,” he said. “That’s a missed opportunity.”

Why it matters: Mobile ordering should reduce friction, not eliminate human‑driven upselling and personalization.

Zero‑Proof Beverage Programs Boost Margins and Experience

With Gen Z drinking less than previous generations, sophisticated zero‑proof offerings are now an operational must—and a revenue lever.

“What grinds my gears is when zero‑proof just means mixing leftover juices with Sprite and mint,” Murphy said. “It has to be crafted. It has to be something anyone would want to drink.”

McCormack agreed: bartenders often love the creative runway, and thoughtful zero‑proof programs produce strong margins without alcohol cost.

Why it matters: A well‑designed zero‑proof program enhances guest experience while improving beverage profitability.

25 Years of Hospitality: What Drives Avendra’s Ecosystem

As Avendra celebrates 25 years, McCormack and Murphy reflected on the real engine of that longevity: relationships, expertise, and a consultative ecosystem.

“Everybody moves around, but you maintain those relationships,” McCormick shared, recalling running into a supplier partner at a classical concert in Prague and seamlessly jumping into a business conversation.

Murphy emphasized how much partners rely on Avendra’s guidance:

“Suppliers see us as a free consultant—on strategy, on products, on how to move the needle.”

Avendra’s team reflects the industry itself: former operators, food scientists, supplier partners, and hospitality leaders with varied backgrounds supporting one mission—deliver the best guest experience possible.

Why it matters: The strength of Avendra’s network—and the expertise behind it—is what drives long‑term hospitality success.

Ready to dive into 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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