The Return of the Concierge: Why Human Judgment Still Defines Luxury Hospitality
InterContinental Seattle's Les Clefs d'Or concierge explains how human judgment and relationships remain essential in luxury hospitality despite AI advancement.
Human Stack vs Tech Stack
During HITEC Toronto, Hospitality Net and HYB aim to serve as a catalyst and open platform for promoting tech-innovation in the hospitality sector. Designed as an inclusive platform, we provide a stage for diverse perspectives and opinions on how hotel technology will shape the future of hospitality. By bringing together creative minds from around the world, HN’s stage at HITEC not only unfolds cutting-edge thought-leadership but also stimulates the global hospitality industry to evolve and adapt to new challenges, paving the way for a more vibrant and prosperous future.
Why your team still holds the key to guest satisfaction
Shiji Q3 2025 data shows positive staff mentions boost hotel review scores by 0.5-0.6 points globally, proving human connection drives guest satisfaction even as AI handles routine tasks.
By Jessica Kurtz, Global Product Ambassador, Shiji
What if hospitality saved jobs? Even if only partially!
In a world where artificial intelligence learns faster than we have time to educate it, a major risk looms: that of the mass destruction of tasks performed by humans, and with them, entire professions.
By Vanguélis Panayotis, CEO MKG Consulting & Hospitality ON / MRICS, Hospitality ON
Finding A Balance Between Technology and Human Touch in Hospitality
In an era shaped by digital acceleration, the hospitality industry is undergoing a significant evolution. From mobile check-ins and AI-powered chatbots to smart energy systems and data-driven personalization, technology has transformed the way hotels operate and how guests engage and connect with them. The immediate and long-term benefits are undeniable – streamlined service, operational efficiency, and enhanced convenience for modern and increasingly tech-savvy travelers.
By John Paul Nichols, President and CEO of Club Quarters Hotels, Club Quarters
Five Reasons We Love Chatbots, and Five Reasons We Hate Them
More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a great first stop for getting quick answers or resolving questions. After all, if you have a question, don’t you want it answered now?
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
HTL Hoteles Is Balancing Technology and Human Touch
In an age of automation, the human touch remains the most valuable asset in hospitality. This challenge is especially acute in volatile markets like Argentina, where adaptability is paramount for success. Against this backdrop, HTL Hoteles offers a masterclass in balancing technology and human touch in hospitality, using technology not to replace service, but to empower it. This has created a uniquely resilient operational model. Shiji Insights spoke with CEO Javier Ferrarotti to gain insight into his vision. He reveals how a focus on guest experience, powered by smart data and an empowered team, has become their core commercial strategy, providing invaluable lessons on building a future-proof hospitality business.
Artificial Intelligence: No Substitute for the Human Touch in Hospitality
There is a growing body of knowledge focusing on the influence that artificial intelligence (AI) is having on the hospitality industry. What the evidence suggests is that for hospitality businesses, the impact of AI to date has been very positive. Hospitality marketers, for example, are using AI powered systems to analyze vast amounts of customer data, such as booking history, preferences, and online behavior. This information is then used to create personalized recommendations for destinations, accommodation, activities and more.
By Simon Hudson, Professor in Tourism & Hospitality, University of South Carolina
Kendall LaRue: Connecting guests with nature and one another at LOGE
How do you create a truly memorable hospitality experience that keeps guests coming back? In this episode of The Turndown, James Kendall LaRue, COO of LOGE, shares his journey from consulting to leading an innovative hospitality brand that prioritizes community and authenticity. With properties designed to get guests out of their rooms and connected with each other and the outdoors, LOGE blends technology and personalized hospitality to create memorable moments across its growing network of experiential stays.
AI Revenue Management for Hotels (Without Losing the Human Touch)
AI and automation are real game changers for hotel revenue management. Today’s tools aren’t just suggesting prices, they're reading the market in real time, learning from data and adjusting rates automatically.
By Molly Feely, Product Marketing Content Writer, Mews
Diogo Vaz Ferreira: Authenticity and adaptability in the age of automation
What does it mean to deliver authentic hospitality in an increasingly automated world? In this episode of The Turndown, Diogo Vaz Ferreira, Head of Commercial at Clink Hostels, shares his thoughts on balancing modernization with the human touch in the hostel industry.
Lori Kiel Bridging gaps in talent and technology
The hospitality industry is facing a talent crisis, but what does it take to attract, retain, and inspire the next generation of leaders? In this episode of The Turndown, Lori Kiel, SVP of Revenue Management at Pyramid Global Hospitality, shares her thoughts on the evolving role of talent and technology in the industry.
The Future of Hospitality: An Invitation to the Next Generation
In the fullness of one’s self-expression is one’s self-discovery. Until a person ventures into the unlimited domain of the mind, and learns to freely express themselves, such a person can never truly be free to understand themselves. So then, life’s meaning can be summated by an unyielding pursuit of the unknown and the tender connection between mind and marrow.
Immersive hotel experiences: Bridging technology and human connection
In this week’s episode of Hotel Moment, Bashar Wali, Founder and CEO of Practice Hospitality, joins Revinate CMO Karen Stephens with several honest perspectives on how hoteliers can clean up operations and become better stewards of hotel stays rooted in emotional intelligence.
By Karen Stephens, Chief Marketing Officer, Revinate, Inc.
Humans-as-Luxury: The Future of Hospitality in an AI-Driven Age
This viewpoint explores the growing scarcity of human labor in hospitality and how automation, robotics, and AI (especially agentic) may redefine the nature of service. The paper argues that human workers could evolve into a luxury feature in an increasingly automated environment by drawing on examples from art, spirituality, and emerging workplace trends. Three potential hospitality models—technocentric, anthropocentric, and hybrid—are identified, each defined by the proportion of human labor versus agents, digital workers, synthetic or automated solutions. The findings highlight how, far from becoming obsolete, human labor may assume a premium status as personalization, authenticity, and empathy become highly sought-after commodities.
By Simone Puorto, Head of Emerging Trends and Strategic Innovation, Hospitality Net
How AI is Revolutionizing Hotels: the Perfect Balance Between Technology and the Human Touch
Imagine walking into a hotel where everything feels tailored to you. The front desk greets you by name, your room is set at your ideal temperature, and your dinner reservation at that impossible-to-book restaurant? Already secured. No awkward delays, no fumbling with paperwork—just seamless hospitality.
By Mychal Milian, General Manager, Waterstone Resort & Marina, Boca Raton - Curio Collection by Hilton, Hilton
I told you so…but who would listen?
Last year in February I published an article “The law of unintended - or is it intended? - consequences coming to a restaurant near you,” in which I argued that the new California law taking effect in April 2024, requiring fast-food chain restaurants to start paying a minimum of $20 an hour ($41,760 a year plus benefits), would affect adversely both consumers and restaurateurs alike:
How to Thoughtfully Empower Humans and Hotels with AI
Recently, AI experiments like Marriott Rennaissance’s AI-concierge and Clarion's Google Wallet hotel room keys show hotels are experimenting with AI adoption. Deloitte has shared that 43% of hotels have automated repetitive tasks to help staff. Regardless of how much work we automate, AI alone can neither solve all the hotel industry’s problems (such as labor shortages) nor take over all job functions of the employees. After all, this is a rapid-paced industry that relies on customer service.
By Bob Vergidis, Chief Vision Officer and founder of pointofsale.cloud, The Point of Sale Cloud
AI & Humans: A Perfect Harmony for Elevating the Hotel Guest Experience
In the rapidly evolving landscape of hospitality, the integration of artificial intelligence (AI) with human touch is crafting unparalleled guest experiences.
By Are Morch, Digital Transformation Coach for Hotels, Are Morch, Digital Transformation Coach