September 2025: Back to the Basics of Hospitality

Looking for that next touchdown?

With football season kicking off, let’s borrow some winning plays for the hotel industry. Just like on the field, success often comes down to fundamentals. So, team, it’s time to BLOCK & TACKLE: focus on the basics that drive guest satisfaction and operational excellence.

With the summer peak season in the rearview mirror, now is the perfect opportunity to huddle up, reset, and get back to hospitality essentials that sometimes get overlooked in the rush.

Hospitality Plays That Put You in the End Zone

• Meet and greet within 10 feet. Just as a defense always has eyes on the quarterback, your team should keep eyes on the guest. Anytime you’re within 10 feet, smile and make eye contact.
• On the field = on stage. Whenever a guest is present, you’re representing the hotel. Be mindful of actions, tone, and words in all public spaces.
• Have a YES culture. A running back doesn’t say “no” when handed the ball—your team shouldn’t either. Instead of “That’s not my job,” try:
  “Let me see how I can assist” or “I’ll find the answer and follow up.”
• Words matter. Swap out casual responses like “no problem” with service-minded ones like “My pleasure” or “Absolutely, I’d be happy to help.”
• Use guest names. Just like a coach connects with players personally, use guest names whenever possible. It builds trust and shows respect.
• Upgrade the front desk greeting. Replace “Checking in?” with “Welcome to [hotel name]! How may I assist you today?” And instead of “Checking out?” ask, “How was your stay with us?”

Looking Ahead

Now is also a great time to start goal-setting for 2026. Involve your team in the process—give them a peek into the “locker room” by inviting input, encouraging idea-sharing, and empowering them to take ownership of both guest experience and their own development.

Add These to Your Playbook

Check out these ChoiceU.com Front of the House Skills videos to sharpen your team’s fundamentals:

• Break the Script to Effectively Communicate with the Guest
• Checking in With Your Guests to Exceed Expectations
• Expressing Appreciation for Your Guests

💡 Pro tip: After completing each video, click the “recommend” button and select your team members to keep the learning momentum going.

Operator Certifications Earned in August!

Congratulations to the following individuals who earned their operator certification last month!

• Abdul Shaik LA320 Country
• Adrian Vasquez CA469 Ascend
• Alma Cordero FLD08 Comfort Suites
• Alma Chavera TXP40 Quality
• Alysia Shaft Barnett GAB82 Comfort Inn GOLD
• Ami Brundick AZ125 Comfort Suites
• Angenika Ross-White WI297 Cambria Hotels
• Brian Washington NY917 Country
• Brian Scott PA547 Mainstay Suites
• Corina Johnson ND029 Sleep Inn
• Darshan Patel OH497 Suburban
• Darshit Patel NY874 Quality
• Davi Nicoll KS178 Comfort Inn
• David Jordan TXK58 WoodSpring
• Deborah McNeil13080 IN514 WoodSpring
• Derisha Robinson FL518 Radisson Hotel
• Dev Tamang GA669 Sleep Inn
• Dona Malone TXH24 Suburban GOLD
• Eryss Bell TXK99 WoodSpring
• Flor Campuzano CAJ38 Everhome Suites
• Girish Patel AR352 Sleep Inn
• Harsh Patel TXK94 WoodSpring
• Hassan Qureshi IL030 Quality
• Heather Vitigoy PA755 Comfort Inn
• Hitesh Shah VA462 Quality
• Jennifer Hurtubise AZ202 Ascend
• Jennifer Zagnoni GA488 Sleep Inn
• Jessica Alford13576 FLF59 WoodSpring
• Jessica Pittman FLG17 WoodSpring
• Joanna James OH842 Comfort Inn
• Josh Reeves IA353 Radisson Hotel
• Judith Gonzales NM186 Comfort Suites GOLD
• Kam Patel VA351 Comfort Inn
• Keith Barnett NE206 Mainstay Suites
• Kevin Weiler MI282 Comfort Inn
• Kristen Plant CO247 Comfort Suites
• Krunal Chaudhari CO271 Quality
• Krunal Chauhan TN089 Quality
• Lura White OH884 Country
• Marcela vega MD306 Cambria Hotels
• Marco Ortega TXQ59 Everhome Suites
• Marquita Stewart TXI94 Cambria Hotels GOLD
• Metin Salieski TXP37 Comfort Inn
• Michael Adecer VA813 Comfort Inn
• Michele Lahue PA970 WoodSpring
• Minal Mahida CNA92 Econo Lodge
• Nabin Shakya MD384 Country
• Natascha Klooster MN267 Country GOLD
• Niral Patel SC007 Comfort Suites
• Nirav Shah FLH28 Comfort Inn
• Norma Cortes TXF53 Comfort Suites
• Parthiv Patel IA056 Comfort Suites
• Rajiv Jackson Singh CNC12 Quality
• Ramesh Sonani OH607 Quality
• Raymond Spirlet MA047 Comfort Inn
• Reggie Williams VA960 Mainstay Suites
• Sahil Sharma CN785 Quality
• Sarah Turner WI534 Quality
• Sean Williams WI445 Country
• Shane Jones WV184 Ascend
• Sherman Thomas IL651 WoodSpring
• Sneha Chopra TXG03 Mainstay Suites
• Sunny Patel MO350 Quality
• Swati Patel AR352 Sleep Inn
• Tanya Ross CNC38 Radisson Hotel
• Tariel Elicke IL583 WoodSpring
• Taron Alexander IN512 WoodSpring
• Todd Bean CAJ43 Cambria Hotels
• Tracy Carvell NY761 Comfort Inn
• Upal Patel NC975 Comfort Suites
• Viral Patel MO322 Quality