What are some of the key trends you see in the hospitality industry that Coast Hotels is leveraging to enhance guest experiences?

The hospitality industry continues to evolve, and two key trends are shaping guest expectations and experiences: personalization and bleisure travel.

1. Personalization: While society becomes increasingly digitalized, the fundamental human desire for authentic connection remains strong. Leading hospitality brands recognize this and are constantly innovating to deliver tailored interactions and unique, memorable experiences. Personalization extends beyond addressing guests by name - it’s about anticipating needs, offering curated recommendations, and creating a stay that feels designed just for them.

2. Bleisure Travel: The blending of business and leisure travel, or “bleisure,” has emerged as a defining trend. During the leisure portion of their trips, many travelers seek immersive experiences that allow them to connect with the local culture, traditions,
and way of life. Guests are no longer satisfied with surface-level tourism, they want to experience destinations as locals do, creating a deeper, more meaningful connection with their surroundings. 

At Coast Hotels, we bring these trends to life through our refreshingly local™ brand identity. We believe our properties are the heart and soul of our brand, providing a tangible expression of our brand promise to guests. Each of our hotels is deeply rooted in its local community, offering more than just a place to stay - it’s a gateway to experiencing the magic of the destination.

From comfortable accommodations and warm, welcoming service to partnerships with local businesses and attractions, we aim to provide guests with a true sense of place. Whether they’re exploring neighborhood favorites or blending work with leisure, we ensure their stay reflects the unique personality and culture of each destination. 

By embracing these trends, Coast Hotels continues to deliver stays that are not only comfortable but also meaningful, leaving guests with warm memories that last long after they check out.

Can you share how Coast Hotels incorporates sustainability into its operations and guest offerings, and how this aligns with broader trends in the hospitality industry?

At Coast Hotels, we are deeply committed to preserving the beauty of the destinations we call home, from majestic mountain ranges to vibrant cities, quaint towns, and coastal retreats. Sustainability is a cornerstone of our operations, and through our refreshingly green™ program, we empower our guests to be part of the solution. Our eco-friendly practices are designed to protect the environment and reduce our footprint while delivering exceptional guest experiences. These initiatives include:
- Recycling and Composting: Minimizing waste through recycling and composting
programs.
- Eco-Conscious Products: Using biodegradable cleaning supplies and key cards made with 40% recycled plastic.
- Energy Efficiency: Implementing energy-efficient lighting and operational strategies.
- Sustainable Bath Amenities: Offering large-format bath amenities through our partnership with Gilchrist & Soames, a company recognized with an EcoVadis Silver Medal for sustainability efforts.

Beyond these measures, Coast Hotels actively participates in industry-leading sustainability programs:
- Green Key Global: Over 22 Coast Hotels are certified with Green Key Eco-Ratings, and 6 properties have achieved Green Key Meetings certification, recognizing our commitment to sustainable operations and events.
- UNESCO Sustainable Travel Pledge: Our completion of this pledge reflects our dedication to promoting sustainable travel and preserving cultural heritage. 

These efforts align with broader hospitality trends such as waste reduction, energy efficiency, and responsible sourcing. By prioritizing initiatives like reducing single-use plastics, conserving resources, and supporting eco-friendly supply chains, Coast Hotels remains at the forefront of sustainable hospitality.

For us, sustainability is more than a responsibility - it’s a promise to our guests and the communities we serve. We strive to create experiences that allow travelers to enjoy the natural beauty and culture of their destinations while ensuring these treasures are preserved for future generations.

What innovations within the hospitality sector are you most excited about, and
how might they shape the future of guest experiences at Coast Hotels?

While not entirely new, one of the most exciting innovations in hospitality is the ability to directly connect with guests before they arrive at the property. This simple yet powerful tool has revolutionized how we build authentic connections and elevate the guest experience at Coast Hotels.

Several of our properties have adopted a system that enables pre-arrival communication via text messaging. This allows us to:
- Warmly Welcome Guests: Creating a personalized and friendly connection before check-in.
- Fulfill Last-Minute Requests: Addressing special requests or preferences in advance to ensure a seamless stay.
- Enhance Guest Satisfaction: Providing a proactive approach that sets the tone for exceptional service.

The results have been remarkable. During beta testing, the hotels that implemented this system experienced an immediate boost in guest satisfaction scores, demonstrating the value of personalized and proactive communication. This aligns closely with the broader trend of personalization in hospitality, where guests increasingly expect tailored interactions and seamless experiences. Looking ahead, we are transitioning to a new system that will standardize this capability across all Coast Hotels by mid-2025. This innovation will not only strengthen guest relationships but also provide valuable insights that help us continually refine and improve our services. As technology continues to shape the future of hospitality, innovations like pre-arrival communication represent a critical step forward. By combining the efficiency of digital tools with the warmth of genuine human connection, Coast Hotels is committed to delivering unforgettable stays that truly resonate with our guests.

How does Coast Hotels balance the need for high-quality guest experiences with
operational efficiency in the competitive world of hospitality?

Balancing high-quality guest experiences with operational efficiency is a dynamic process at Coast Hotels, and it starts with a clear understanding of who we are as a brand and who our guests are. This foundational knowledge gained through AI-
supported digital marketing tools and data analysis allows us to align our efforts with guest expectations while ensuring operational sustainability. A key element of this balance is our annual review of brand standards, a process designed to ensure that our standards remain relevant, cost-effective, and aligned with our brand identity. This collaborative approach includes:
- A Diverse Brand Standards Committee: Comprised of key stakeholders, including myself, our VP of Operations, the Director of Corporate Purchasing, and General Managers representing our owned, managed, and franchised properties.
- Input from Property-Level Experts: We actively involve team leaders across various departments to provide insights and test standards within their areas of expertise.
- Rigorous Evaluation: Each standard is reviewed through multiple lenses—guest expectations, cost efficiency, operational feasibility, and brand alignment.

While this process takes time, the results have proven highly effective. By involving diverse perspectives and focusing on both guest satisfaction and operational realities, we ensure our brand standards enhance the guest experience without compromising efficiency.

Ultimately, this collaborative and thoughtful approach allows us to prioritize what matters most to our guests while maintaining the operational excellence necessary to compete in today’s hospitality landscape. At Coast Hotels, we see this balance as not just a necessity but a strength - one that sets us apart in delivering refreshingly local™ and exceptional stays.

How does Coast Hotels select and evaluate its textile products to ensure they
meet both the comfort expectations of guests and the operational needs of the
hotel?

At Coast Hotels, the process of selecting and evaluating textile products is deeply rooted in our commitment to strong supplier partnerships and delivering both guest comfort and operational efficiency. With over 53 years of experience, we’ve learned that who we partner with is as important as the products we choose and their cost. This belief was reinforced during the COVID-19 pandemic when supply chain challenges highlighted the value of working with trusted, like-minded suppliers who understand our standards and values.

Our preferred approach is to partner with suppliers who share our core values, fostering mutual trust and collaboration. A great example is Eden Textile, whose commitment to quality aligns perfectly with our first core value, “Expect Commitment,” and their collaborative nature reflects our value of “Win Together.” A specific operational challenge post-COVID exemplifies this partnership. As we faced staffing shortages and had to train new housekeeping staff with little experience in bed-
making, which is a critical aspect of the guest experience, we explored solutions with Eden Textile. They introduced us to their Vela Top Sheets, which were tested across several properties. The feedback was overwhelmingly positive:
· The textured finish creates a polished look that’s forgiving of imperfections.
· The lightweight design makes handling easier for room attendants.
· The slight stretch simplifies tucking and tightening.
· A 30% reduction in drying time improves operational efficiency.

Most importantly, guest feedback confirmed the Vela sheets met their expectations for comfort and visual appeal, allowing us to maintain the high-quality experiences Coast Hotels is known for while addressing a critical operational need.

By prioritizing partnerships with trusted suppliers and continuously evaluating products through the lenses of guest satisfaction and operational practicality, we successfully balance comfort and efficiency in our textile selections and beyond.