Why Hospitality Matters More Than Ever

By Charles Young, Manager at Swartz and Associates

There’s something about walking into a well-run hotel or resort. From the time you check in, unpack, and start exploring the amenities, it’s not just about lodging – it’s about the experience. A drink at the bar. Relaxing poolside. The feeling that comes with knowing you are being taken care of. For me, that is the kind of hospitality I look forward to experiencing.

At Swartz + Associates, Inc. (SAI) we represent a diverse group of clients in the hospitality industry – independent hoteliers to corporate multi-property flag organizations across the country. To deepen our understanding, I joined the Hotel & Lodging Association of Greater Kansas City where I have had the opportunity to meet and network with hotel owners, operators, and managers who offer valuable insight to the real-world challenges and successes in the industry that – like many others – was significantly impacted by the COVID pandemic.

Post Pandemic Hospitality: What We Are Learning

• Staff Shortages – Finding and retaining skilled staff remains a key concern. Low pay, overnight hours, and burnout are some conditions reported making hospitality a challenging occupation.
• Changing Guest Demographics – Business travel has declined due to the ease of conducting meetings with technology instead of in person face to face interactions. Meanwhile, the rise of the traveling sports family has come back. These families are looking for select-service hotels with kid-friendly amenities and complimentary breakfasts.
• Online Reviews and Reputation Management – Reviews now carry extraordinary weight. A single bad experience involving cleanliness, safety, or poor service can drive customers away for good.
• Rising Operating Costs – Inflation has touched everything – labor, food, beverages, and technology – causing profit margins to be tighter, which means every investment must be strategic.
• Competition – The principle of substitution is alive and well. Consumers will gravitate towards properties offering lower prices for comparable quality and service.

Advising with Insight and Intent

The hotel industry is constantly adapting, driven by changing consumer demands and economic pressure. Our role at SAI is to analyze market data, understand operational trends, and apply our knowledge to our clients’ property valuations. Hospitality is more than room counts and revenue – it is a business built on trust, guest experience, and operational excellence. At SAI we are proud to support an industry where those values matter.

Swartz + Associates, Inc. (SAI) is a full service property tax firm specializing in the review, analysis and appeals of real and business personal property tax valuations. If you need help with your property taxes, give us a call!