As the hospitality industry emerges from the global pandemic, Jennifer Schneider, vice president of revenue optimization for Radisson Hotel Group Americas, has one piece of advice.

"Don't expect everything to be the same."

Hotels are struggling to hire qualified staff. Supply chain issues plague the industry, from shipping containers getting stuck at ports to manufacturing slowdowns affecting the supply of linens and textiles from India. "We have to set guest expectations before they arrive," says Schneider. "And we have to tell them why things aren't the same."

Despite the challenges of the past year and a half, the global hotel enterprise is coming out of the pandemic strong, with 16 new properties or property conversions in the first four months of 2021 alone. To attract and retain new customers, Schneider balances room rates, discounts, and service. "The demand is back," says Schneider. "We want to be sensitive to cost concerns for our customers, but we don't want to leave money on the table."
Here are four business insights company leaders are following as Radisson recovers from the pandemic.