The most dangerous mindset in hospitality right now?
“We’ve always done it this way.”
That one sentence has quietly killed more innovation, guest satisfaction, and employee retention than anything else in this industry.
We are living in a time when customer expectations are changing weekly. Content trends are evolving daily. And yet, behind the scenes at some hotels, cruise lines, and destinations, the same outdated strategies are still being passed around like family recipes.
“That’s how we’ve always handled check-ins.”
“That’s how we’ve always posted on Instagram.”
“That’s how we’ve always trained new hires.”
Let me ask you this, how many guests have walked out of your lobby, or off your ship, thinking “That was fine… but I probably won’t come back” because the experience didn’t evolve with the times?
Here’s some tactical advice I’ve seen work firsthand:
1. Quarterly innovation reviews:
Every 90 days, sit your leadership team down and ask, “What are we doing just because it’s tradition?” Replace at least one of those things with something bold and guest-focused.
2. Rotate team members into social media strategy:
Don’t let your digital presence be dictated by one person’s routine. Frontline staff have real-time insight into what guests actually care about, put them in the room where content ideas are born.
3. Reverse mentor your executives:
Your youngest employees see things differently. Once a month, have someone under 30 lead a meeting about what content, platforms, or service experiences feel outdated, and what’s inspiring them right now.
4. Stop rewarding tenure over traction:
Respect loyalty, but measure success by adaptability, not years served. The brands thriving in 2025 are the ones hiring for mindset, not just experience.
5. Audit your guest journey like a TikTok user:
Fast. Visual. Emotionally clear. If any step of your guest experience is clunky, confusing, or uninspired, fix it. Don’t defend it. No one cares how long you’ve done it that way.
The hospitality industry isn’t dying, but the old way of doing it is. What’s replacing it is faster, bolder, more digital, more transparent, and driven by stories that actually matter.
Don’t get left behind because you refused to change something ‘that always worked.’ If that mindset worked in 2015, great. But this isn’t 2015. This is now!
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I’m Scott Eddy, keynote speaker, social media strategist, and the #15 hospitality influencer in the world. I help hotels, cruise lines, and destinations tell stories that drive revenue and lasting results — through strategy, content, and unforgettable photo shoots. If the way I look at the world of hospitality works for you, and you want to have a conversation about working together, let’s chat: scott@mrscotteddy.com.