While a hotel being scouted as a possible site for a movie or TV show can bring both publicity and profits, hosting film productions can present unique challenges to keeping regular guests happy.
Experts say the main challenge is how to service the needs of leisure and business guests who have nothing to do with these special events, but still need access to the hotel's restaurants, meeting rooms, and fitness centers and spas. They also still need the full attention of your hotel employees.
Striking a balance between minimizing disruption and creating an exceptional experience for all guests is a key challenge for the Hawks Cay Resort in Duck Key, Florida, said managing director Joshua Torai.
"We address this by having our on-site sales team coordinate closely with event planners and production teams. This collaboration allows us to manage noise levels, control guest flow and ensure that hotel amenities remain accessible," Torai said.
He added it's important to let guests know what's going on ahead of time.
"We also prioritize proactive communication with our guests, offering alternative arrangements or exclusive experiences when necessary to ensure their stay is as enjoyable as possible," he said.
Hawks Cay Resort keeps its staff up to date by holding regular meetings, communicating updates and changes through various channels, and then conducting post-event wrap-ups, Torai said.
There are creative ways hotels and resorts can direct guests elsewhere on property away from where films or television shows are being shot, said Dimitrios Bessis, area resort general manager at NDM Hospitality. NDM's Rentyl Resorts division has five properties in Orlando that blend the traditional hotel feel with condos and vacation homes.
"The way to ensure the needs of your guests are met is to be in charge of the traffic flow within your property," he said. "In cases like TV and movie productions, the best thing to do is to hold a guest event on the opposite end of the property or a different area in order to minimize traffic flow over the area of the production," Bessis said.
Hotel operators should coordinate in advance where the special events will be and where they can direct regular foot traffic, he said. Proper staff adjustments need to be made in order to ensure employees are servicing both the event and the regular guests at the level that would be expected from the hotel. Timing and location of events in restaurants and other outlets are laid out in advance to ensure alternate dining options and activities are available for all guests.
Prioritize communication among employees and guests
Normal guests at a hotel or resort that's part of a major production will have questions, so be ready to answer them, said Robert Rauch, chairman of Brick Hospitality.
"Coordinating with the event planners, organizing the staff to handle 'regular' guests with the same compassion and caring as the dignitaries, and careful planning and communication are critical," said Robert Rauch, chairman of Brick Hospitality. "The challenges include increased demand that can lead to overbooking, the need for extra staff or management intervention to augment staff, security concerns ... and noise from the events that create problems late at night."
Planning and effective communication are critical to balancing the needs of all guests when special events and movie and TV production are happening at a property, Rauch said. For instance, a special staff meeting, additional communication and the use of technology, such as texting, can greatly improve communication.
Also, signage, special text alerts, or “heads up” when guests check in will help.
"Reducing the size of the restaurants, bars, and outlets for the event will free up event space while reducing the irritation a guest will have if you close the outlet," Rauch said.
Bessis agreed that staff communication is key. He suggested email updates and stand-up meetings at the beginning of each shift, along with live updates in communication channels.
"Balancing the needs of regular guests and special events guests can be challenging but there are strategies you can deploy to ensure a smooth operation," he said.
The National Hotel Miami Beach informs guests in advance about events so that there are no surprises, said Ivette Davalos, director of sales & marketing at the property.
The National Hotel Miami Beach also holds regular briefings with its team, ensuring everyone is informed about the details of upcoming events, guest expectations and any operational changes, Davalos said. Additionally, the property uses internal communication tools to provide real-time updates, and the management team remains accessible throughout the event to address any concerns or last-minute changes.
"Our guest relations team is available around the clock to assist with any special requests or concerns, ensuring that every guest feels well taken care of," Davalos said.
It's often best to approach movie and TV productions like any other event at a hotel, Davalos said. Managing operations at The National Hotel Miami Beach during large events such as Art Basel and Swim Week requires very careful planning.
"The key challenge lies in maintaining the tranquility and exclusivity our regular guests expect while embracing the excitement these events bring. We achieve this by carefully managing space allocation, ensuring that private or ticketed event-related activities do not interfere with the guest experience or public events are open for hotel guests to enjoy the activities," Davalos said.