Inside the Mind of a Hotel Manager: An Interview on Guest Experience and Direct Bookings

We spoke with Elena Rossi, general manager at The Meridian Hotel, a 200-room urban property known for localized guest experiences. Her answers give rare clarity on how hotels approach direct bookings, loyalty perks and guest recovery — useful insights for travelers who want to book smarter.

About Elena

Elena has 15 years in hospitality management, including roles with independent hotels and boutique chains. She focuses on guest experience and revenue optimization.

Interview highlights

Q: Why do hotels prefer direct bookings?

Elena Rossi: "Direct bookings reduce distribution costs and give us the ability to personalize an experience. When a guest books through our website, the information flows directly into our CRM, which lets us make meaningful pre-arrival offers — a quiet room, pillow preference, or a birthday cake on arrival."

Q: Are member perks really a cost to the hotel or a long-term investment?

Elena Rossi: "They’re absolutely an investment. If a guest chooses to return because we recognized them and offered a consistent experience, their lifetime value far exceeds the short-term cost of a free breakfast or a room upgrade."

Q: How do you decide when to offer upgrades or freebies?

Elena Rossi: "We weigh inventory, length of stay and guest history. An upgrade for a repeat guest staying three nights during a shoulder period is an easy way to secure loyalty. During high demand, upgrades are scarce because we have limited premium inventory that will earn revenue."

Q: What’s the most effective way guests can request better service?

Elena Rossi: "Be honest and specific. If you have a reason — anniversary, accessibility needs, or a delay — tell us up front. Staff appreciate clarity. And if something goes wrong, ask to speak with a manager promptly; most issues are fixable with clear communication."

What hotels watch most closely

Elena highlighted several metrics: occupancy by segment, length-of-stay, ancillary spend (F&B and parking) and guest satisfaction scores. These metrics influence whether the hotel favors group bookings, corporate rates or transient guests.

Advice for travelers

• Book direct when you value personalization: If you have specific requests, direct bookings are more likely to be honored.
• Use loyalty status selectively: If you’re chasing benefits, concentrate stays within one or two programs for faster status attainment.
• Communicate early and politely: Send arrival notes for special occasions or late arrivals; many properties will prepare thoughtful touches.

Final thoughts from Elena

Elena Rossi: "Hospitality is personal. The best experiences come when guests and hotels collaborate — guests communicating needs, and hotels listening and delivering. Direct booking is just one tool in that relationship."

Understanding the hotel perspective empowers travelers to book strategically and request services that are more likely to be honored. Elena’s advice underscores that polite, timely communication often unlocks more value than coupons alone.

Interviewee credit: Elena Rossi, General Manager — The Meridian Hotel.