Brian Gessner’s Insights on Hospitality Trends and the Future of the Industry

Brian Gessner | SVP Operations DePalma Hotels and Resorts

At DePalma Hotels & Resorts, the belief that “Service Trumps Everything” is more than a motto—it’s a mindset. And few exemplify that philosophy more than Brian Gessner, our Senior Vice President of Operations, whose career journey through the hospitality industry reflects the heart and soul of what we stand for.

With over three decades of experience, Brian’s path began as a busboy at a Full-Service Marriott on Long Island, NY. Since then, he has played leadership roles at some of the country’s most iconic properties—from the Hilton at Walt Disney World and Ocean Edge Resort to the luxury Regent Wall Street Hotel in New York His deep operational insight and unshakable commitment to service excellence now guide a diverse portfolio of Select and Full-Service Hotels across multiple states.

While hospitality fundamentals remain rooted in guest satisfaction, the industry has evolved significantly in recent years. The DePalma approach is all about adapting with purpose, and Brian’s work highlights how operational leadership must evolve alongside these key trends:

Personalization is the New Standard

Modern hospitality is about understanding the individual guest. Smart tech and data allow hotels to fine-tune experiences—from room preferences to loyalty touchpoints—without sacrificing authenticity. Personalization isn’t optional; it’s the new expectation.

Technology Is a Tool, Not a Replacement

Digital check-ins, AI-driven requests, and automated services are improving convenience, but true hospitality still requires the human touch. At DePalma, we use technology to enhance—not replace—genuine service encounters.

Blending Work and Wellness

With remote work and “bleisure” (business + leisure) travel on the rise, hotels must offer flexibility. Spaces now serve dual purposes: ergonomic work zones by day, and relaxation havens by night. Guests want comfort, connection, and calm—all in one place.

Culture That Starts at the Top

Brian’s leadership is rooted in empowerment. At DePalma, investing in team engagement is just as important as investing in physical renovations. Motivated teams deliver better guest experiences—and it all begins with a culture of trust, growth, and accountability.

From Brian’s perspective, excellence in operations comes down to three key principles:

✅ For Owners: Invest in your people, not just your property. An energized, well-trained team is your strongest asset—and the return on culture often outweighs any line-item upgrade.

✅ For Hotel Staff and Operations Leaders: Be present, stay curious, and lead by example. Great service starts on the floor. Know your guests, anticipate needs, and remain adaptable in the face of daily challenges. Operations is part science, part art—and it’s always evolving.

✅ For Everyone: Never lose sight of the “why.” In the race toward innovation and efficiency, remember that hospitality is about connection. The DePalma difference lies in how we make guests—and each other—feel.

At DePalma Hotels & Resorts, we don’t just manage properties. We cultivate experiences, nurture talent, and operate with the belief that service—real, heartfelt service—will always be the most powerful driver of success.

Ready to learn more about how we bring The DePalma Approach to life across our portfolio?

Stay tuned for more behind-the-scenes stories and strategies that are transforming hospitality, one guest at a time.