This post was produced in partnership with the Breezeway team.
Breezeway surveyed more than 350 operators across 23 countries to create their 2025 State of Work Report. Five major trends emerged: rising operational complexity, a need for better field tools, confidence in AI, a shift toward balanced automation, and a renewed focus on team empowerment.
These aren’t theoretical insights from behind a keyboard, they’re hard-won lessons from the property managers, cleaners, maintenance teams, and service providers who show up every day to make exceptional guest experiences possible. Here are 5 lessons we learned.
TL;DR: 5 key lessons from the field
- Complexity is accelerating: Build systems that flex with disruptions
- Field teams need better tools: 90% waste time coordinating across platforms
- AI won’t replace hospitality workers: Only 3.6% fear job loss
- Balance beats maximum automation: Human judgment remains critical
- Operations define success in 2026: Your operational backbone is your competitive edge
1. Complexity isn’t going anywhere, it’s accelerating
What we found. More than 85% of operators say guest expectations have increased in just the past two years. What surprised us most wasn’t just that expectations are rising, it’s how that translates into the daily reality of operations.
Operators are managing an average 50+ tasks per week, with larger teams juggling over 100. Nearly half of respondents face last-minute issues every single day. One operator captured it perfectly: “The expectation of perfection with the reality of constant change.”
The reality for hospitality operators:
- Same-day booking turnarounds
- Personalized guest requests
- Real-time issue resolution
- Multi-property coordination
- Vendor management across time zones
Why it matters. Success in hospitality operations isn’t about eliminating complexity, it’s about building systems that can handle it. The teams that thrive in 2026 will be those who embrace coordination tools and processes that can flex with daily disruptions while maintaining quality standards.
2. Hospitality pros aren’t afraid of AI, they’re optimistic about it
What we found. Only 3.6% of operators fear that AI will replace their roles. This stands in stark contrast to the broader conversation about AI disruption happening across other industries.
Why the confidence? Because hospitality professionals understand something fundamental: Their work is inherently human.
AI can help them:
- Schedule more efficiently
- Catch issues before they become problems
- Communicate faster
- Analyze patterns across properties
But it can’t replace:
- The judgement call a maintenance tech makes onsite
- The care a cleaner brings to preparing a home for a family’s vacation
- The personal touch that turns a good stay into a great one
- The problem-solving skills needed when things don’t go as planned
Why it matters. The question isn’t whether to adopt AI, it’s how to implement it thoughtfully. One operator told us, “AI handles the repetitive stuff so I can focus on the complex problems that actually need my brain.” The operators winning in 2025 are using technology for:
- Predictive maintenance: Flagging issues before they impact guests
- Automated scheduling: Optimizing team routes and task sequencing
- Communication: Sending automated updates at the right moments
3. Automation is all about balance
What we found. There’s a narrative floating around that automation means replacing human work. What we learned from the field tells a different story. The best operations teams are those that thoughtfully balance automation with human judgment.
Yes, automate task scheduling and routine communications. Yes, use technology to create accountability through photo documentation and digital checklists. But also preserve space for the experienced inspector who spots a maintenance issue before it becomes an energy, or the local cleaner who knows that a certain property’s guests always need extra towels.
Why it matters. The goal isn’t maximum automation, it’s optimal automation. The operators who thrive in 2026 are asking “What should we automate?” just as often as they’re asking “What should stay human?”
4. The people behind the stays deserve recognition (and better tools)
What we found. Potentially the most powerful insight from our report came from understanding what motivates hospitality workers. When we asked field teams what drives them, delivering a great guest experience topped the list, followed closely by pride in their work.
These aren’t people just clocking in and out, they’re professionals who care deeply about their craft. Yet 90% report needing to constantly coordinate with colleagues just to get their work done. Field teams aren’t struggling with the work itself. They’re struggling with:
- Fragmented communication across 3-5 platforms
- Unclear task priorities and dependencies
- Time wasted tracking down information
- Lack of visibility into what’s already been done
Why it matters. The frontline workforce isn’t asking for less work, they’re asking for tools that respect their time and expertise. Technology should empower field teams, not burden them with more complexity. The best operators we spoke with understood that investing in their team’s experience directly impacts the guest experience.
5. What this means for 2026
What we found. As we head into the new year, one thing is abundantly clear. The work of hospitality operations is more complex, more demanding, and more critical than ever. But it’s also more visible and more valued.
The operators, cleaners, maintenance professionals, and managers we surveyed aren’t just surviving this complexity, many are thriving in it. They’re building careers, taking pride in their work, and raising the bar for what exceptional hospitality means in the short-term rental space.
Why it matters. For property management companies using platforms like Guesty, the operational backbone you build will increasingly define your success. In 2026, leveraging tools like Breezeway to coordinate complex operations, support your field teams, and consistently deliver on heightened expectations will matter.
The people in the field have spoken. The lesson is clear. Invest in operations tools like Breezeway, recognize your people, and embrace the right technology for the right tasks. That’s how you win in the year ahead.
Want to dive deeper into the data? Download Breezeway’s 2025 State of Work Report for detailed benchmarks, industry insights, and stories from hospitality operators around the world.
About Breezeway
Breezeway is the smart operating system for hospitality, built to coordinate and elevate the work behind 5-star guest experiences. Breezeway’s AI-powered workflows automate and control the service touchpoints that matter most, empowering hospitality teams to deliver on time, to the highest standards and with a human touch. Powering over 75 million tasks across 90 countries, Breezeway is redefining how hospitality service is delivered by putting work at the center of the stay.