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Sebastian Serrano

Rooms Division Reflection

By Hospitality in the Caribbean 2026

Rooms division operations are one of the most critical yet often invisible components of the guest experience. Departments such as housekeeping, laundry, and safety rarely interact directly with guests, but their work shapes the comfort, trust, and reliability that guests associate with a hotel stay. A guest may never meet the housekeeping team, but the moment they enter a spotless room with neatly arranged linens, functioning amenities, and a fresh scent, a sense of confidence in the property is immediately established. Cleanliness signals professionalism, attention to detail, and care for guest wellbeing. Similarly, properly maintained laundry systems ensure that linens, towels, and uniforms meet quality expectations, while safety teams protect guests through security procedures, surveillance systems, and emergency protocols. Together, these departments create a foundation of operational reliability that allows guests to relax and trust the property.

From a managerial perspective, cleanliness, safety, and consistency directly influence how guests perceive quality and value. In hospitality, value is not determined solely by luxury amenities or room size. Rather it is heavily influenced by how consistently a property delivers a safe, comfortable environment. Even small errors in cleanliness or maintenance can destroy the guest experience and damage the perception of quality. For example, a guest may enjoy great service at restaurants or concierge desks, but if their room appears poorly cleaned or unsafe, the entire stay can feel unpleasant. Managers therefore treat housekeeping and safety operations as essential quality control systems. Consistency is particularly important because it ensures that every guest receives the same level of service regardless of timing, occupancy levels, or staffing changes.

The assigned readings emphasize that housekeeping plays a major role in shaping a hotel’s brand reputation and long-term customer loyalty. Cleanliness is one of the most frequently cited factors in guest satisfaction surveys and online reviews. If guests feel that a hotel consistently maintains high standards of hygiene and safety, they are more likely to return and recommend the property to others. In today’s digital environment, where guest experiences are immediately shared on review platforms, housekeeping performance directly influences brand perception. A single negative cleanliness review can quickly damage consumer trust, while consistent positive feedback strengthens brand credibility. As a result, housekeeping operations are not simply a support function; they are a strategic contributor to reputation management and competitive positioning.

If I were managing the rooms division, I would prioritize operational systems that reinforce accountability, communication, and continuous improvement. One priority would be implementing structured quality inspections and digital tracking systems to ensure rooms meet cleanliness and maintenance standards before guest arrival. Another key focus would be leadership development within housekeeping teams, empowering supervisors to take ownership of service quality and operational efficiency. I would also emphasize cross-department communication between housekeeping, engineering, and front office teams so that issues can be identified and resolved quickly. From a risk management perspective, strong safety protocols, staff training, and preventative maintenance programs would also be critical. These systems help prevent operational failures while protecting both guests and employees. We saw many of these items be implemented in our tour of the Laundry Facility the team at Beaches has on sight and it was quite a large scale operation that takes not only a lot of man power but a lot of safety protocols and systems to help it operate.

Ultimately, rooms division operations demonstrate how hospitality management relies on systems working together behind the scenes. When housekeeping, laundry, and safety teams operate effectively, guests experience seamless comfort without ever seeing the complexity behind it. Strong leadership, consistent operational standards, and attention to detail allow these invisible systems to translate into guest satisfaction, trust, and long-term brand loyalty.

March 17, 2026
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Facilities & Operations Management – Leading Systems That Power the Guest Experience

By Hospitality in the Caribbean 2026

While enjoying our stay and touring the different departments I realized that every department has some sort of audio and visual element or tech forward system that assists the employees complete their jobs to the best of their ability. With that comes the need for maintenance and IT support. From my perspective there was never any issues when it came to the technical aspects, other than the one class we had where the projector took a minute to set up. However, the IT team was there very quickly to assist and it was a quick fix which further demonstrates my point.

On top of just the IT, there are many other departments that the guests don’t really get to see or interact with. One major one being the security team. At such a large property, there is a very significant need for a large team of security to ensure the safety of the guests as well as having someone nearby equipped to handle emergencies in the case that one arises. While walking around the resort you see security officers but I know there are many more we don’t see and those who are behind the scenes monitoring what guests are up to. Going along with the safety, there were a number of life guards on premise that ensured the guests, especially the children, were enjoying the water safely. It is important to have these types of safety specialists in case of emergency and to deescalate situations if needed. Especially a resort where alcoholic beverages are part of the all-inclusive package, it is important that not only security but staff is also aware of the signs of intoxicated behavior that could escalate.

Another team that often goes unnoticed is the grounds team and engineers. They are in charge of the landscaping and ensuring all the utilities are up to code and operating properly. These people are magicians and the upkeep is absurd. The property always looked stunning and late at night you would see them power washing the walkways and trimming the plants. The amount of hard work and dedication that goes unnoticed was inspiring and gave me a new sense of appreciation.

As a manager, it is crucial that you understand the job of your employees. It allows you to empathize and reach an understanding for their role and the work that it takes. This in turn allows them to feel seen by their supervisor and acknowledged as more than just an employee but a team member. I think it is important for managers to connect with their team in that way to create a better work environment for them. Understanding these systems also allows managers to make more informed strategic decisions. Whether it involves investing in new technology, upgrading infrastructure, or improving sustainability practices, leaders need enough operational knowledge to evaluate long-term benefits and risks.

The assigned reading highlighted how technology and preventive maintenance are becoming increasingly important in modern hospitality operations. According to the article on smart hotel technology, many hotels are investing in integrated systems that monitor infrastructure, track maintenance needs, and improve operational efficiency throughout the property. These types of systems allow hotels to shift from reactive maintenance fixing problems after they occur to predictive and preventive maintenance, where issues are identified before they affect guests. What I found interesting is that these operational improvements are often invisible to guests, but they strongly influence the overall quality and reliability of the experience.

If I were overseeing facilities and operations at this resort, one of my top priorities would be strengthening preventive maintenance programs. Ensuring that infrastructure is consistently monitored and maintained would reduce unexpected breakdowns and help maintain a high level of guest comfort.Another important priority would be technology integration. Smart hotel systems that monitor energy use, track maintenance issues, and support communication between departments could significantly improve operational efficiency. It would also make the lives of my employees a lot easier which I believe would make everyones life easier and smoother.
Sustainability would also be a major focus. Resorts consume large amounts of energy, water, and resources, so implementing sustainable practices such as energy-efficient systems, water conservation programs, and waste reduction can benefit both the environment and long-term operational costs. Beaches had recycling opportunities in the past but have had to put a stop to them due to cost and lack of access to reliable methods of transporting all the recyclable waste. The islands themselves make it difficult but I believe reinstituting that initiative is on their radar and they would like to push that forward to help the local community long term.

March 17, 2026
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Leadership, Careers & Integration – From Experience to Professional Pathways

By Hospitality in the Caribbean 2026

Whilst touring the Beaches property and gaining insight on the leadership and the operation of the resort, it was clear that it was more like a human nervous system in the sense that every department has a function works to keep the resort operating efficiently. It became abundantly clear very quickly that even though the departments appeared as separate entities, they need to work in tandem and that was only made possible due to the leadership. We got to be observer a lot of different departments at the resort like Entertainment, Food and Beverage, Housekeeping, and Front Office, but we also got to see the departments that emphasize the leadership aspect like Human Resources, Financials, and Executive Management.

You never really think about how the experience comes to life while you are on vacation, you are there to not think and just enjoy. It is a really unique experience to watch and understand how those things are brought to life. You see the collaborative efforts and see the small details that need to be considered beforehand, and we only got a taste of what these amazing people do. Departments like HR and Cost Control are the backbone and play a significant role in shaping the overall experience the guest has as well as the experience operating. I never though about how these teams are what allocate funds and influence the result that the guest receive.

Each team had clear leadership positions that dictated the way the team operated. The HR department is responsible for recruiting new hires and many of the people we interacted with on the Entertainment or F&B teams were new hires! Until they told us, we wouldn’t have known based off their professionalism and the way they performed. They left an impact on us and represented the brand. In a luxury environment, it is important that service as well as impact leaves an impression on the guests. A beautiful resort is nice but if the experience with the employees and the amenities are not what you pay for, it is likely the guest won’t be itching to come back. HR plays a major role in building that infrastructure in hiring.

This idea connects closely to what the Skift article discusses about hospitality leadership. The article highlights that some of the most successful hospitality brands focus heavily on employee engagement and empowerment, recognizing that motivated employees are key to delivering memorable guest experiences. Seeing how much emphasis resorts place on training and service culture really reinforced that idea for me.

The qualities of the employees that really stood out was the feeling of family. At no point did I feel as though one of the employees was unapproachable. Everyone was so friendly and passionate about providing a good experience and helping where they could. They were open to conversation and not at a superficial level, they really connected with us all and it was a very warming experience. I also noticed that a lot of the higher up leadership roles tend to step in when one of their team members need help. Most of them have climbed their way up leadership roles and haeve assumed the role of their team members which allows them to know every operational aspect.

This trip has opened my eyes to the world of all inclusive resorts. I never considered that as a place of employment, I thought it would be overwhelming which it definitely could be. However, there was such a sense of community and a mix of cultures. This trip showed me so many different departments I have no previous experience in and some of which were never on my radar. I feel like it broadened my horizons and shined some light on positions I didn’t know were options for me. It also reinforced my passions and allowed me to interact with people who are working professionally in areas that I would love to participate in or ensure to collaborate with in the future. For example, the events and entertainment team put on some beautiful shows and experiences for everyone and being a part of the creative process would be so fun! I also got to see a different culture. Many of the bartenders were not familiar with some cocktails and I realized its because it is not familiar ingredients. It allowed me to experiment and learn about what locals enjoy and immerse myself and collaborate with them to craft new things and shared bonding moments with them. I appreciate what this experience taught me and I will be using these experiences in my future career.

March 17, 2026
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Front-of-House & Guest Experience

By Hospitality in the Caribbean 2026

While on our study abroad trip in Turks and Caicos, I was able to dive deeper into the functions and operations that occur behind the scenes of an all-inclusive, luxury, family resort in a country known to have the most beautiful beaches in the world. While observing these different departments at Beaches, I was lucky enough to have a chance to speak with the department heads and teams involved in making the resort operate. I really got to understand how important it is for each team to work cohesively with each other in order for the large scale operation to function in an effective and efficient way that provides guest with the best possible service. It was also lovely and deeply moving to meet the people who create these experiences and getting insight into their lives on the islands and how different it was from ours in the states. I felt I was able to connect and understand why they do what they do and why they love the property they work on.

The Front-of-House operations were fascinating to me because I never thought about how all inclusive resorts differ and resemble other hospitality focused properties like luxury hotels and cruises. Beaches in particular had FOH departments that included specialized services like Club Sandals and Butler Services among the usual Loyalty/Travel and Front Office.

Front Office is usually the first experience a guest will have when arriving on the property they are staying at so it is important that they provide a positive experience. This is where a guests checks in, gets any questions they may have answered, and are informed of what they have access to as part of their stay. At a resort like Beaches, with so many different unique experiences to choose from, they need a strong front office department for guests to understand the value of what they are paying for. This sets the overall tone for the experience the guest is about to have on their stay. I had to personally go to the front desk quite a few times for information or help. Every time it was such a quick and easy experience and the service was phenomenal.

The Butler Service was something that stood out to me. I did not get to experience that department but I was very intrigued in hearing about it from the other departments and how they work together. My understanding was that certain rooms have access to a private butler who essentials takes care of the needs of the guests. I have heard of these types of services but never got to see it in action. This is what I feel showcases the luxury side of hospitality and the personalization that accompanies the heftier prices. It also features the variety Beaches has for all types of guests. Whether they want a standard experience that comes with an all-inclusive, or that tailored experience that the Butler service provides, there is something for everybody. It also fortified to me the deep interconnection the FOH departments have to have in order to accommodate and satisfy the needs those guests who pay for that premium service expect.

Club Sandals and the Loyalty/Travel programs play a key role in maintaining that guest retention. This department builds relationships with guests and coordinate with the other departments to see what the incoming guests want to see or what past guests have enjoyed to see how they can personalize the experience and keep that guest wanting to come back. This type of relationship benefits all parties, the guest get memberships, packages, and exclusive benefits and the resort increases guest satisfaction and their chances of returning to the property in the future.

The communication needed for this type of cross-department cohesion was very impressive to me. It is a very organized chain of command and the way the employees operate to ensure everything goes accordingly taught me a lot. We saw this a lot first hand from the guest perspective as well because we had a few special occasions in our party and the way the team went above and beyond to ensure there was a level of personalization to make our birthday girls feel special and celebrated was beautiful.

Looking at the operation through a managerial lens, staff needs to be trained and taught the ins and outs of the departments they will likely be working with if not all other departments. It was clear that they were all intertwined and needed to work with each other to stay organized while also providing the optimal experiences for guests. Secondly, the data collection and sharing from guests needs to be on point to provide that personalized experience and to see what is working and what is not for the resort. It also allows smooth communication if that data was centralized and all departments had access to it to avoid miscommunication and confusion. It is clear that each employee is systematically trained. Each of them know what each other does and how they contribute to the machine, which allows them to know who they need to connect with to get a function completed.

I believe this behind the scenes operation tour really helped me understand the importance of systematic engagement and how to use technology to assist in the constant fluid communication that allows these types of operations to function.

March 17, 2026
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Blog 8 Final Reflection: Global Growth and Hospitality Vision

By Hospitality in London

Personal and Academic Growth
I feel as though this entire trip has brought about substantial amounts of growth to my life. I have been dealing with a rough time and going on this trip really opened my eyes to how many beautiful things and people are out there. I have made some amazing bonds, found some true friends, and have gained so much wisdom when it comes to my career and what I would like to do. Although I am not 100% about where I want to go, I know my future will involve lots of travels.

Specifically, during my time in London, I have met so many locals who are such kind people who I have gotten their contact information and plan to feed those relationships as much as I can. I enjoy the idea of having foreign friends all over the world. It is not something I ever really considered outside of gaming or social media. Many of these people were our bartenders, servers, or just random interactions. It showed me how hospitality is not just about service but also connecting with people and leaving an impact on them.

A moment that really stood out to me was when my friends and I went to eat and although the server (Evelyn) was just being let out of work, but she decided to stay and serve us before leaving. She made the experience so personable and she was the sweetest ever. She really showed what hospitality is about and I am so grateful to have met her and connected with her. She went out her way to tell us how great our group was and how much we made her day which is something I have never experienced before in a restaurant.

Cultural Competence and Communication
When it came to communication with the locals, they was not much difficulty besides not understanding certain slang or just the thick accent. Culturally significant things that are not American were also a bit confusing, but I feel as though I had a bit more of an understanding due to my obsession with UK culture in my youth.

I mentioned it previously, but the amount of alternative options they have readily available to make you comfortable and able to enjoy the dining experience as everyone else was really amazing. I feel like in America, they would just say you cant eat that and tell you that there is not much else they can do because they dont carry as many options. It was a treat that I really appreciated.

Industry Insights
I feel as though my biggest take away career wise, is adaptability. Even when someone from a different culture comes in, it is your job to ensure that then guest still feels at home in a foreign land.

The places we visited all had their own way of branding and marketing themselves to foreigners while also still including installments that would be significant to locals as well. The story telling behind these company’s was vital in connecting deeply with historical roots and preserving the legacy going forward.

Global Hospitality Vision
This trip has altered my vision of my future completely. I can not imagine what my plan would’ve looked like before this trip. I feel as though there is so much more to explore and to do out in the world of hospitality. I dont want to be tied to a specific my whole life, I want to explore and experience as many culture, countries, and brands as possible.

My next steps include the future study abroad trips that align with my future and to continue traveling and learning as much as possible. I want to continue to gain knowledge about people and cultures while I am studying for my degrees. This may be my transatlantic voyage first but definitely not my last!

May 30, 2025
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Blog 7 Markets, Breweries, and Memorable Experiences

By Hospitality in London

Brewery and Beverage Experience

The Fuller’s Griffin Brewery Tour was a fun experience that was very educational. It was a pleasant example of Beverage Tourism, which mixes hospitality and beverage education. They taught us about the history of the brand, the process of fermentation, and the heart/hard work behind sourcing the ingredients. It brings a lot of tourism I imagine to their brand. The tours themselves were very in depth and understanding the process gives you a deep appreciation for the final product.

It was a very fun experience also because at the end we were able to try all the different types of casks, kegs, and ciders. We got to see a bunch of the original machines and distilleries that were being used in the past and are still operational today. The maintenance and preservation processes are in depth. They mixed traditional methods with modernized technology to improve quality and efficiency.

Market Culture and Local Flavor
My experience at the Camden Market was very fun! I found a couple of really good finds and pieces of jewelry, clothing, and different gadgets. I found a really fun rave shop called Cyberdog and it was extremely random and very much so worth my time. There was a mix of different vendors who had all sorts of things that were vintage, modern, tech, and clothing mostly.

There are so many different vendors all trying to do the same thing, make a sale. From a business standpoint, there is a lot of competition within that market. Many of the vendors are selling the same goods at different prices which makes the selection not appear as interesting or desirable to guests. I think that these sorts of markets are great in theory but in practice are more difficult than vendors think. However, these styles of retails stores prosper when it comes to tourists. It makes them feel local and they are supporting the locals as well. “

Free Exploration and Personal Insight
On our free day me and my little group decided on one thing we each wanted to and tried out best to complete it. We first started by going to Spud Bros, a place known for their viral Jacketed Potato. Next, we went to the world’s largest Lindt chocolate shop which was a brisk walk away. My choice was to go to the oldest barbershop in the world called Truefitt and Hill which was another brisk walk away. It was honestly a lot more impressive and hit me a lot more than I thought it would. Originally, it was something my mom begged me to do seeing as we come from a line of barbers, so I was doing it for her. However, once we got there I definitely geeked out just a bit and was able to connect with the Head of Marketing Austin Mutti-Mewse and connect him with my mother which was an awesome experience for us both. It was also fun showing my friends that aspect of me because it is something that holds a lot of value to me. It was also a different world of hospitality I have not explored much seeing as I have been to the same barber (my mom) my whole life.

Hospitality Takeaway
All of these different little adventures showed me different levels of hospitality and different methods each business takes to ensure guests have a pleasant experience that will leave them wanting to come back. Spud Bros had a little game, the Lindt Chocolate was very homey and extremely kind, and the Truefitt and Hill Team gave me a parting gift for my enthusiasm. It was definitely a day I will never forget.

May 30, 2025
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Blog 6 Behind the Scenes: Luxury, Service, and Guest Satisfaction

By Hospitality in London

Luxury in Action
Going to see the behind the scenes tour of The Savoy was something I didn’t know I needed. It was something that was very overwhelmingly beautiful and had so much history that pertains to English History, Celebrity/Popular Culture, and influenced so much about the Hospitality Industry. There were so many notable names in each of these fields that left their mark that we spoke about.

This tour showed the luxurious elements within the Hotel. There were lavish materials, ornate furniture, and expensive attractions within the hotel like the spa and other accommodations. However, to me that is not where the luxury comes in. The luxury that your paying for in my eyes was the service, the attention to detail, and the “avant-gardeness” of it all. It was such a unique experience and you can tell the amount of hard work that goes into running such an establishment, from our tour guide, the GM, and the chefs we got to meet. You can tell it is a well-oiled machine that operates to meet guests needs and expectation.

Guest Experience vs Operational Reality
The staff works really hard to make the stay as enjoyable as possible. While there was a lot going on the particular day we went, they still did their absolute best to make us comfortable and tend to our needs and we weren’t even staying on the premises. They take care of the food and ensure its up to their standards, help guests with their items, and ensure their rooms are clean and in order.

The main issue I saw was the space. There did not seem to be enough space to be extremely comfortable. This is something that I have noticed with the UK as a whole, everything is very close quarters and I imagine it makes things a lot more difficult for service industry workers.

Design and Culture
The Victoria and Albert Museum was astounding. Many of the pieces there combined luxury and vanity mixed with functionality and purpose which is a key theme when it comes to luxury hospitality spaces. When you mix history with these precious jewels, clothing, and furniture, you are now providing a luxury experience. It is a piece of culture as well as an immersive experience.

Both luxury branding and cultural story telling are both deep rooted in history and narrative. There is a sense of pride in that and sharing that brings tourism and allows for more people to be aware of the history and learn about the significance.

Industry Takeaway
The practice that I have held onto and will always hold on to is that treating people with respect and care is the best way to make someone feel safe and comfortable. That is my goal in life is to make people feel good and comfortable when around me. I love how I am with people and I know how hard I try with my relationships and interactions with strangers.

May 30, 2025
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Blog 5 The Power of Place: Gin, Galleries, and Guest Experiences

By Hospitality in London

 Marketing the Destination
The Windsor Castle and the Queen’s House used marketing heavily to promote their iconic legacies. They connect themselves heavily with the British Monarchy and promote that connection to reach more tourists.

These locations also use live action reenactments to tell the stories of the past Monarchs who have lived in these locations or have fought wars or made cultural impacts. They have old weapons and artifacts that were also part of these events in history and guided tours that explain the significance of these items.

Beverage Tourism and Bombay Sapphire
Going through the different distilleries on this trip was definitely one of my favorite excursions. These were unique experiences I didn’t think I would ever get to experience, they weren’t even on my radar. I learned so much about the processes and manufacturing that goes into these liquids. From the early stages to the bottling and shipping, we learned so much about each step of the process and got to see them in action. I have been really wanting to get more into spirits and brewing and this experience solidified that interest in me greatly.

When it came to Bombay, our tour guide Callum was amazing. He was able to give us the entire background behind the brand, the history behind the choosing of the location, and giving us the step by step process of the making of the gin. I had a magnificent time over at the distillery and thoroughly enjoyed the tour. The story behind Bombay and the way it came full circle as well as the attention to detail when it comes to the ingredients, really changed the way I view gin and the brand altogether.

Art, Design, and Immersion
The Tate Modern Museum and the Thames River Cruise were really immersive experiences. The Thames River Cruise was very enjoyable and it was one of the few guided tours we had where a tour guide was telling us about the different sites around us while on the boat tour. I also really enjoyed this specific experience because we just so happen to run into one of my friends from my previous Hospitality at Sea Study Abroad and her little brother. We had a brilliant time on the top floor looking at all the historic buildings and learning about the future of development in and around the Thames River.

The Tate Modern Museum was one of the last things we did during that specific day and the group I was with decided to see some of the main attractions and then go back and rest. It was really interesting to see the Modern Art and to see what the locals were interested in. I myself really enjoy art and love going to these types of exhibitions but I was so worn down by the end of this day that I was not fully there. The art we did see was quite abstract and very specific. It was not my personal favorite but I understood the appeal, I prefer earlier periods of art when going to museums.

I do think that these types of experiences cater to a specific area of hospitality. Specifically the tour, they had an onboard concessions and the staff was very friendly and helpful. They ensured safety and efficiency when boarding, ensured everyone was comfortable and provided insights on the excursion. Similarly, with the Art Museum, you need people to direct and assist in the gift shops, concessions, and in general on sight.

Professional Takeaways
I think these experiences taught me that there are specific niches for specific interests. It also showed me that there are ways to make it enjoyable even if it is not your cup of tea, it really depends on the interactions and what the guests choose to takeaway from the experience. I would use this in my future to understand that not everyone is going to love the place and you can still do your best to provide the best experience possible and make them as comfortable as possible.

 

 

May 30, 2025
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Blog 4 Tourism, Culture, and Impact

By Hospitality in London

Tourism Impact

The way these places were managed wasn’t the best. There was no real sense of direction only signs that directed you to where different attractions were. I think this is do to the free roam aspects of these attractions. They do not force you to see everything, it is up to the guest which is very nice but causes a sense of disorganization.

I believe that the authenticity and historic significance has been preserved as much as possible. These destinations have been here for hundreds of years and have served as many different things over time. Respecting that history is vital both on the side of the business and the visitors. I got much more a grasp on why these places were so monumental and had such large impacts on British society. They are also very good at the upkeep and cleanliness.

Local Food and Market Culture
When visiting the Borough Market I was shocked at how packed it was and how many options there were. That being said when me and my group were walking around the amount of people and chaotic nature did not make anything stand out to us so we ate at nearby areas. However, there were many unique things that made me understand why it was such a huge tourism spot and we managed to go through most of the market within the time slot we had.

I think that the market layout could’ve been a bit more organized and had more structure to it. I think the venue it self is a little small for the crowd that goes and that they layout did not have any sort of real structure whatsoever. It was a bit overwhelming.

Cultural Immersion and Learning

The British Museum was astonishing with the amount of historic pieces they had. I was very overstimulated and everywhere I looked there was something I have never heard of or experienced which was fascinating. I was very impressed with the different exhibits and how it geared towards so many different cultures and different backgrounds. I understood the impact just by seeing how many different types of people were around looking at the different pieces. It was really heartwarming to see so many different cultures being explored in one place. The London Eye was similar, such a famous tourism destination brought together so many different kinds of people.

 Future Leader
I would personally change the structure of these attractions. They were in densely populated areas which require more attention and direction. There are so many factors to consider which makes things a lot more difficult in organizing those events. I would try to direct the foot traffic in specific directions and organize the vendors by types of food or goods.

May 30, 2025
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Blog 3 First Impressions, Food, and Guest Experiences

By Hospitality in London

My initial impression of the hospitality was lovely. My experience was a bit different because I had come with a different program so there was a decently large group of us which made things a bit more complicated. However, the people were polite, the service was pretty decent, and the food and drinks were delicious. We had mainly gone to Soho to eat and go out after our quick and easy check-in. We had a blast and some great times and created some amazing memories. Many of the attractions were very much so self-oriented, we maybe ran into the employees at the shops, entrance and occasionally around the exhibits but never super involved which wasn’t expected but I appreciated.

The most notable differences to me were the emphasis on sustainability preserving energy and being as environmentally friendly as possible. The music that was being played when going out at night felt as though we were stuck in a time capsule of 2000s-2010s American Pop Radio stations. It was very nostalgic and fun but after a while it was a bit confusing on why every place we went to was playing only that style.

One thing that really stood out was the amount of alternatives they would provide me. Every place I went, they asked for allergies and although I am not allergic many times it was made aware the I am lactose intolerant whether by me or friends or the 2 predetermined menus we had. The servers always made it a point to give me substitutes or would bring out other options such as the tea pastries, desserts, or making sure I was aware of different menu options.

The Tea Time was a very fun and unique experience to me. I am not one who indulges in tea often but the time we had was so cute and really nice to just chill with friends and enjoy some pastries and just chat. I think that the English really enjoy putting emphasis on particular things they hold dear to their culture. The Tea Time and Pubs were the most detailed and most immersive experiences in my opinion. They were exactly what you would expect when you hear British Pub or High Tea. It was brilliant and the dishes and china used was so perfect. I would definitely recommend people do it at least once even if it is not your thing.

The Castles and Tourism Destinations we visited were very somber and beautiful. They all left an eerie energy knowing mildly about the history of each also didn’t help with that. When I am in places where generations have lived before and learning about what has happened in those locations both amazing and tragic, I feel very connected and try to be as respectful as possible. I also learned that it is important to let people explore by themselves to see what they connect with while also making sure they know that you are there to answer further questions or anticipate their needs. I think it provides a better experience that is more personal to each person.

I think all of these aspects combined have shown me that people like to experience their travels and activities in different ways. Understanding how and when to intervene to provide a better experience is important. It really depends on what the guest is looking for but being able to anticipate those needs and being prepared to tend to those needs is vital.

May 30, 2025
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