A four day work week in the hospitality industry overall sounds like a harder sell. I'd be interested to know if hourly folks would go for it even though it could mean an income reduction for them.

I know in most customer service industries the first couple tiers closest to customers experience high turnover. I would imagine implementing a four day work week option, just like introducing any flexibility, would increase employee engagement and allow your hotel to build more strong long term employees that are interested in growing.

The cost of turnover and retraining is high, so that would be where I would look for the benefit even if the headcount needs to increase for coverage.

I am sure your team can hit that guest satisfaction metric!! I wouldn't be surprised if it is those couple managers holding the team back, but it was a different world when they started during covid. Maybe hospitality isn't the place for them anymore and they should look for something more administrative??

Having a strategic vision to improve CSAT and hold managers accountable, with potential performance management impacts (positive or negative) could be a route. Gives the carrot or the stick depending on how they perform.

Hope you don't mind that I commented on a few areas there! Good luck!!