When you think about staying in a resort, the first things that come to mind are the pools, beaches, food and drinks, and fun events. No one ever thinks about Wi-Fi, plumbing, AC, or the work that goes into maintaining flawless landscapes. After reading more about the maintenance and technological aspects of the hospitality industry, I learned how important these mechanics are and how impossible it would be to function without them. If you lose AC or can’t connect to wifi while enjoying your vacation, the nice decor and good food start to lose their charm.
The main departments that make up the backbone of the industry are engineering, IT, security, and landscaping. From a guest’s perspective, you may only need or think of these roles when something goes wrong or needs fixing. However, they work around the clock to reduce guest complaints and property issues. Engineering keeps water flowing and the rooms cool, while IT ensures that basic entertainment, like TVs, is always working and that Wi-Fi is strong and seamless. Security keeps everyone safe while staying behind the scenes. Sometimes seeing too much security can make guests uneasy, which is why staying present but behind the scenes is necessary. Landscaping maintains the gorgeous plants and greenery around a property, as well as the beautiful natural designs. Even if you never come across these staff members during your stay, they are directly responsible for the comfort we experience while on vacation.
A manager needs to know how these departments work. Even though you may not directly handle these jobs, knowing how they function and how they affect a business is important. As a resort manager overseeing all departments, I should be able to meet with the engineering manager to understand why, for example, a brand-new refrigerator is better than repairing the one we already have. It’s important to understand how these things work so that you can help every department run smoothly. If you don’t understand the behind-the-scenes network, you risk the safety of your guests and your company.
The articles provided were interesting to read. The hotel dive article discusses how, by 2026, AI will become less of a fancy feature and more of an essential requirement and expectation. Because labor costs are rising, hospitality leaders have to incorporate AI and automated processes for repetitive, behind-the-scenes jobs so that human staff can focus on elevating their service. Things like AI-guided wine pairings or spa treatments can sound intriguing, but they leave me wondering what this means for the industry over the next 5-10 years. Hospitality is driven by people, and without people, there would be no hospitality. While AI and technology are helpful tools, how can we use them without slowly replacing human connection? The hotel technology news article discusses many ways that technology can help hotels and keep them thriving through a constantly changing technological world. Smart check-in and check technology, like digital keys, allow control of room comforts like lights and air conditioning through a mobile app, and even systems like TVs and appliances increase convenience. Even though it reduces human contact, it eliminates tedious requests and allows staff to focus on creating meaningful experiences from small details for every guest. Using AI and technology for routine maintenance checks is important. Being able to spot issues before they reach guests helps maintain the hotel’s reliability and reputation.
If I were a leader overseeing facilities and operations at a major resort like Beaches, I would focus on a few ways to keep guests happy while maintaining a healthy budget. First, I would invest in some smart technology. Investing in sensors that predict issues before they become major maintenance problems will help me stay on top of technology, fix minor issues before they escalate to bigger, more expensive problems, and prevent guest vacations from being ruined. Second, sustainability is extremely important. Using technology to prevent issues can harm the environment, so I’d take every opportunity I can to prioritize ways to cut back on energy usage. Things like energy-conserving lighting and water-saving landscaping. Being able to save money on utilities while also being eco-friendly expands a resort’s target audience. Lastly, I would make sure that the back-of-house staff feels like part of the front-of-house staff. Having employees who know they are valued and play a big role in the happiness of guests and the success of a resort.
While normal guests may not see the operations behind the scenes, they are the backbone of the entire business. Managers don’t need to be engineers, but they should respect those who help keep the lights on and the building comfortable for guests.