Uncovering the Blind Spots:

Many hospitality organizations are making smart investments—modernizing technology, elevating service standards, and sharpening their revenue strategies.

Yet performance still plateaus. The obstacle is rarely ambition. More often, it’s the hidden friction created by siloed teams, disconnected systems, and processes that don’t speak to one another.

These gaps reveal themselves in missed opportunities: guest insights that don’t reach the right teams, revenue decisions made without full context, or service breakdowns that no one can see until they surface in the guest experience.

Leaders know the potential is there; what’s missing is a clear view of how the operation actually functions day-to-day.

This is the space where ComOps works—helping organizations connect the dots, interpret what their systems and teams are telling them, and build the visibility needed to make decisions that consistently move the business forward.

How Operational Visibility in Hospitality Shapes Guest Experience and Revenue

Fragmented Visibility: The Industry’s Most Persistent Blind Spot

Rosalie Stahley, VP, Digital Strategy & Innovation, calls what many organizations struggle with “fragmented visibility.”

As she explains, leaders often look at parts of the guest journey in isolation rather than as a connected whole. Digital engagement, on-property service, loyalty, revenue management, and contact center operations frequently operate in silos.

“In the casino space, it’s even more apparent because they’re running separate systems and processes,” she notes. The result is that breakdowns can be difficult to diagnose, let alone fix.

Because the team has run these functions themselves, they’re not just diagnosing breakdowns—they’ve experienced them.

“We lived it,” Stahley says. “So we know exactly where the breakdowns typically happen.” Their firsthand experience helps organizations surface issues quickly and translate complex operational challenges into actionable solutions.

Why Partnership Beats Outsourcing

Some leaders hesitate when they hear the words “outsourcing” or “automation,” fearing a loss of control. Barbara Edwards, VP Customer Care, reframes the conversation entirely: “The word outsourcing is old school. We need to talk about partnering.”

Rather than handing off responsibility, ComOps creates an extension of the existing team. We follow brand standards, build quality templates consistent with internal metrics, and absorb the operational challenges that strain frontline teams. This includes covering hard-to-fill shifts, reducing training costs associated with attrition, and improving scheduling flexibility for in-house employees.

Edwards also acknowledges that leaders can be skeptical of automation. She once felt the same. But she emphasizes that properly deployed technology can support both guests and agents.

Whether through automated handling of simple tasks or AI-driven real-time guidance during calls, “using your brand standards” ensures that technology enhances—not dilutes—the guest experience.

Defining Value: Guest Experience, Efficiency, and Revenue

For ComOps, value is only complete when three elements intersect: an elevated guest experience, increased operational efficiency, and measurable revenue impact.

“If one of our solutions is only focused on one of those three buckets,” says George Polyard, COO, “it’s incomplete.” Actual value requires a balance of human experience and business results.

One project illustrates this well. ComOps partnered with one of the largest integrated resort openings of the past decade, helping the property establish a fully functioning guest experience program before doors ever opened. From test days to opening day, real-time insight allowed teams across operations, marketing, F&B, and casino operations to see the immediate impact of their work.

The outcome: a more consistent guest experience, a more efficient workforce, and stronger financial performance from day one. It proved that when teams can see what’s happening in real time, they can elevate performance from day one.

Technology Alone Won’t Transform an Operation

That same partnership mindset extends to technology. As Sofya McIntosh, SVP Sales & Customer Success, explains, “Great technology gives you potential, but the right partner helps you unlock that potential.” Many properties invest in sophisticated tools, but without thoughtful implementation and adoption, the impact rarely materializes.

ComOps bridges that gap by aligning technology with workflows, goals, and team capabilities. They help organizations interpret the data, understand its meaning, and turn insights into action—whether improving guest satisfaction, optimizing commercial strategy, or elevating contact center performance.

Connecting Revenue, Marketing, and Guest Experience

Robert Levine, CEO, describes how ComOps unites functions that too often operate independently.

Borrowing from the service profit chain, he emphasizes that employee sentiment is the foundation.

When team members feel heard and equipped, customer service improves—allowing organizations to understand guest sentiment, spot service gaps better, and identify strengths to leverage in marketing.

This alignment strengthens pricing strategies, loyalty programs, and one-to-one marketing. It also improves SEO and digital performance by grounding marketing messages in authentic guest feedback.

“I’ve had a chance to see this work for a number of our clients,” Levine says. “It blows me away to see the sustained impact.”

When Better Systems Unlock Revenue

One of the clearest examples of ComOps’ impact comes from a property with strong demand but limited ability to capitalize on it.

As Sue Murphy, VP Revenue Management, explains, static offers and manual processes prevented the organization from maximizing revenue, particularly from loyal guests.

To unlock that value, ComOps introduced a dynamic yielding framework, reconfigured system settings, and implemented data-driven hurdle rates that allowed offers and pricing to flex with demand. The team then retrained staff and streamlined configurations, allowing the systems to carry the operational load instead of the employees.

The result: profitable offers, increased customer worth, fewer manual overrides, and a measurable lift in gaming revenue. “Once everything was aligned,” Murphy says, “they weren’t reacting to demand anymore. They were shaping it.”

Seeing the Full Picture

Across every story, a consistent theme emerges: ComOps helps leaders see what they couldn’t before. Whether through deeper visibility, smarter technology adoption, or more substantial cross-department alignment, the team brings operational clarity grounded in real-world experience.

By partnering closely with clients, ComOps turns potential into performance, building systems that work as hard as their teams do.

When you remove operational blind spots, performance stops being unpredictable—and starts being repeatable. If you're ready to build a connected, high-performing hospitality operation, ComOps is ready to partner with you.