This report synthesizes findings from a year-long field study of 240 independent and boutique hospitality operations across North America. Properties ranged from twelve-key inns to 180-key lifestyle hotels, with a median size of 44 keys.
The headline finding: the operational gap between the top quartile and the median has widened, not narrowed, in the last three years. The operators pulling ahead are doing so through discipline, not spend.
The report examines five dimensions in detail: staffing structure, technology stack, standard operating procedures, guest experience design, and leadership rhythms. Each is scored against an operational maturity model developed over five years of InOrder engagements.
The full report includes benchmarks, case studies, and a self-assessment framework operators can apply to their own properties. It is available for download to members of our research circle.
Full Research Report
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Written by
InOrder Research
The research practice of the InOrder studio.