In hospitality, it’s rarely the obvious issues that hold a property back. Most hotel leaders I meet are already tracking occupancy, ADR, and RevPAR. They’re working hard, making adjustments, and pushing their teams to perform. Yet despite all that effort, many hotels are still leaving meaningful revenue on the table—and often, they don’t know where or why. That’s where a comprehensive hotel audit changes everything. Over the years, I’ve seen firsthand how a structured, object

It was a rainy Tuesday afternoon when I first stepped into the hotel lobby. The lighting was dim, the front desk unattended for several minutes, and a single guest waited, frustrated but not surprised. This scene is all too common in hotels facing operational challenges. Struggling hotels rarely fail suddenly. Instead, they decline slowly through missed chances, inconsistent service, and unclear direction. Yet, with the right approach, turning things around is possible and re

Foot Print News - Where STEPS Hospitality Consultants Leaves It's Mark on the Industry I once stood in a hotel lobby, watching a guest hesitate just inside the front doors. It was a subtle moment, easy to miss. Yet it reminded me of a key truth in hospitality: serving a guest is different from truly knowing them. That difference shapes every lasting impression a hotel makes. At Steps Hospitality Consultants, we believe the strongest tool in hospitality is insight. Technology

It’s a busy Friday afternoon in a downtown hotel. The lobby hums with arrivals, the front desk fields a steady stream of requests, and housekeeping works against the clock to turn rooms. On the surface, it looks like success—strong occupancy, healthy rates, and a team in motion. But step behind the scenes, and a different question emerges: What happens next? In today’s hospitality landscape, a full hotel does not necessarily mean a secure future. The industry has become more

I still remember sitting on the restaurant balcony, sipping my morning coffee as the mountains around Squamish slowly came to life. The air was crisp, the town still quiet, and the first hints of activity were just beginning to stir below. It was that calm moment before the day began—before guests filled the dining room, before the day’s adventures kicked off, before the energy of the property took over. And yet, even in that stillness, I was thinking about the P&L. Not in a

For most of my career in hospitality and tourism, I’ve watched destinations try to answer the same question: How do we inspire the next traveler? For years, the answer was fairly simple. Beautiful photos, a strong story, and the promise of a memorable experience. Tourism marketing was built on imagination—and in many ways, it still is. But something important is changing in our industry. Artificial intelligence is beginning to reshape how destinations, tourism boards, and hot

Foot Print News - Where Steps Hospitality Leaves Its Mark on the Industry Across Canada, hotel owners often celebrate rising occupancy rates and improving revenue metrics like RevPAR (Revenue Per Available Room). These numbers suggest a healthy market and growing demand. Yet, many hotel owners face a puzzling challenge: despite strong revenue figures, profits remain stubbornly low or stagnant. This disconnect points to hidden profit leaks quietly draining financial performanc

Foot Print News - Where Steps Hospitality Consultants Leaves It's Mark on the Industry Walk into a hotel lobby at 6:00 a.m. and you’ll see calm. Soft lighting. Fresh coffee brewing. A front desk agent ready with a warm smile. What you won’t see is the choreography that made that moment possible. Behind every seamless guest experience is a team that has already navigated staffing gaps, late-night maintenance surprises, last-minute VIP requests, fluctuating occupancy forecasts,

Over the years, managing multiple hotel properties across British Columbia, I’ve reviewed thousands of guest comment cards, online reviews, and brand audits. I’ve sat in ownership meetings where we dissected RevPAR index and GOP margins line by line. I’ve inspected guestrooms at midnight before a very important arrival. But few tools have revealed the unfiltered truth about a hotel’s performance like a well-executed mystery shop. It's not just the checklist; it's all about yo

Foot Print News - Where Steps Hospitality Consultants Leave Their Mark On The Industry. Hotels often focus on occupancy rates and average daily rates (ADR) to measure success. Yet, many properties miss a critical factor that quietly drains their profits: revenue leakage. These small, overlooked gaps in operations can add up to thousands or even hundreds of thousands of dollars lost each year. Identifying and fixing these leaks can significantly improve a hotel's bottom line w

FootPrint News - Where Steps Hospitality Consultants Leave Their Mark on the Industry In today’s hospitality landscape, hotel owners and managers are navigating a business environment defined by rising labor costs, shifting guest expectations, brand standards, ESG pressures, and increased regulatory scrutiny. Yet amid these complexities, one foundational discipline continues to be underestimated: governance training. Governance is often mistaken for corporate formality — some

How a Mystery Shop Can Transform Your Hotel Operation Footprint News - Where STEPS Leaves Its Mark On The Industry By Jared Sissons, President & Founder, Steps Hospitality Consultants StepsHospitalityConsultants.com In hospitality, perception is reality. As hoteliers, we invest heavily in training, brand standards, and guest service initiatives. Yet the most important question remains: What does your guest actually experience?  Not what we intend. Not what we hope. But what t

Travel has always been about human connection, expert advice, and personalized experiences. Yet, the rise of artificial intelligence (AI) is reshaping how travel agents operate, and hotels are noticing the change. From booking to customer service, AI tools are helping travel agents become more efficient and responsive, while still maintaining the personal touch that travelers value. How AI Is Changing Travel Agents’ Work Travel agents once relied heavily on phone calls, broch

British Columbia is outpacing every Canadian province with a projected 5.99% tourism CAGR through 2030. Vancouver hotels are commanding $300+ ADR, international demand is surging toward FIFA 2026, and independent properties are winning market share through hyper-local authenticity. Yet beneath this momentum lies a critical vulnerability: BC hospitality employment sits at 98.8% of 2019 levels—functionally full employment—while entry-level turnover continues to hover near 70%.

If you’re still waiting for Seattle weekenders to return, you’re bleeding money. Cross-border trips to the U.S. are down 28% and not recovering. The hotels winning in 2026 stopped treating the trade war as temporary and rebuilt for a post-American market. Here’s your operational playbook.

The tourism industry has entered an era where volatility isn't a temporary disruption—it's the baseline. After two decades advising destination organizations, tourism boards, and municipal stakeholders through market shocks, I've watched the traditional playbook lose its relevance. Five-year master plans sit gathering dust while conditions shift quarterly.

As we look toward 2026, the industry finds itself in a paradoxical position: experiencing the strongest fundamentals in history while facing geopolitical headwinds that threaten to destabilize the very trade relationships that underpin our prosperity.