Hospitality Heartbeat

Recognizing the Unsung Heroes

By Lizz Chambers, Vice President of People Services

In hospitality, the spotlight often shines on the grand openings, the brand standards, the awards, and the glowing five-star reviews. These are important. They drive revenue, build reputation, and keep our hotels competitive. But behind every polished lobby, every seamless check-in, and every guest rave review lies the quiet rhythm that truly sustains our industry: the heartbeat of the unsung heroes.

I’m talking about the housekeepers and laundry attendants. The engineers and maintenance techs. The overnight desk agents and security staff. The breakfast attendants and bartenders. The people who roll carts down hallways before sunrise, reset thermostats after midnight, and turn a frazzled guest’s frustration into a smile.

They rarely step into the spotlight, but they are the reason it exists.

Why Recognition Matters

Recognition isn’t fluff. It isn’t a soft perk or a seasonal nice-to-have. It is a business imperative.

When our team members feel seen and valued, they stay. They engage. They bring energy to their work and warmth to our guests. They don’t just meet brand standards; they elevate them. And when recognition is missing? Turnover climbs, morale dips, and the cost to our culture and our bottom line is staggering.

That’s why recognition is not optional. It’s a retention strategy, a culture-builder, and at its core, a moral responsibility.

What Recognition Looks Like in Action

Recognition doesn’t have to be elaborate, but it does have to be intentional.

One of my favorite examples comes every September during International Housekeeping Week. Across Newport’s hotels, our teams take time to celebrate the men and women who keep our rooms and public spaces shining. We’ve seen:

• Handwritten thank-you notes from general managers and owners.
• Spot bonuses, gift cards, and small tokens of appreciation.
• Storytelling campaigns that showcase the personal journeys of our housekeepers.
• Special meals, games, and celebrations designed exclusively for our housekeeping teams.
• These gestures don’t erase the hard work, but they make it visible. They remind our people that what they do matters—and that someone noticed.

And recognition should not be limited to one week a year. A sincere thank-you in the moment, a shout-out in a stand-up meeting, a birthday card, or simply remembering to ask about a team member’s family can mean just as much as a formal program.

Insight for Leaders

If you are in a position to lead—whether that’s a single department or an entire portfolio—I encourage you to ask yourself:

• Who is doing the emotional labor behind the scenes?
• What rituals of appreciation exist in your hotel—and who are they designed for?
• How can recognition become part of the daily rhythm, not just a scheduled event?

The truth is simple: the heartbeat of hospitality is not found in a chandeliered lobby or a perfectly staged model room. It’s found in the quiet, consistent excellence of the people who make it all work.

Leaders who understand this—and act on it—will see the results not only in guest satisfaction but in loyalty, engagement, and long-term performance.

A Subtle Anniversary Reminder

This September, Newport marks 35 years in hospitality. That milestone is meaningful, but not because of contracts signed or hotels added to our portfolio. It’s meaningful because of the people who have carried us here—thousands of team members who, over decades, have embodied Living Hospitality in ways big and small.

Their heartbeat is what has sustained Newport for 35 years. Their dedication is what will carry us forward for 35 more.

Closing Thought

The unsung heroes of hospitality are not looking for headlines or hashtags. They are looking for dignity, respect, and acknowledgment that their work matters. And it does.

As we celebrate our industry and its future, let’s make sure we never forget its heartbeat. It’s not the building, not the brand, not the balance sheet. It’s the people. Always the people.

So, to every team member rolling a cart, flipping a mattress, mopping a lobby floor, or greeting a guest at midnight: we see you. We value you. And we thank you.

Lizz Chambers