Human Resources

Finding A Balance Between Technology and Human Touch in Hospitality

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 hotel...

John Paul Nichols

John Paul Nichols

President and CEO of Club Quarters Hotels

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Human Resources

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Chatbots, Robotics & AI

Finding A Balance Between Technology and Human Touch in Hospitality

Hotel Standard Operating Procedures: Why an Ops Index Matters

Hotel Standard Operating Procedures: Why an Ops Index Matters

Great guest experiences are made possible by well-run operations. Hotel standard operating procedures provide guidelines for staff to know exactly what to do for each guest touchpoint, whether it’s greeting the guest or turndown service. This makes ...

Emma NÄPÄNKANGAS

Emma NÄPÄNKANGAS

M.Sc. Student in Hospitality Management at EHL and Hospitality Strategy writer

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Human Resources

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Hotel Standard Operating Procedures: Why an Ops Index Matters

Powerful Partnerships: Communication, Community, and Resources

Powerful Partnerships: Communication, Community, and Resources

What is a partnership? As an observation, a marriage could be considered a partnership; however, it is more than an action entity, but rather a noun. A partnership is a way of thinking, a collaboration, or maybe a joint ownership agreement, or a coo...

Robert O’Halloran

Robert O’Halloran

Professor Director, School of Hospitality Leadership at East Carolina University.

East Carolina University

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Human Resources

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Partnerships, Mergers & Acquisitions

Powerful Partnerships: Communication, Community, and Resources

Swiss Values. Global Classrooms. Why Mobility Matters for Tomorrow’s Hospitality Leaders

Swiss Values. Global Classrooms. Why Mobility Matters for Tomorrow’s Hospitality Leaders

Hospitality is borderless. Guests, brands, and staff move freely across countries, yet many graduates are still trained for careers as if they’ll only ever work in one market.

Sofia Furtado

Junior Vice President, SHG Universities

Swiss Hospitality Group Universities

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Human Resources

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Education & Professional Development

Swiss Values. Global Classrooms. Why Mobility Matters for Tomorrow’s Hospitality Leaders

CSMD Disease

CSMD Disease

I first diagnosed CSMD at Hotel Vancouver in British Columbia, Canada where I held the position of hotel manager in the early 2000’s. I call it "conference services managers’ disease" because this position seems to develop this disease more often th...

David Lund

The Hotel Financial Coach

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Human Resources

CSMD Disease

Empowering the Few to Serve the Many: How Tech Is Rescuing Hotels from the Staffing Crisis

The hospitality industry is facing a perfect storm. Hotels across America are desperately short-staffed, with vacant positions collecting dust despite better wages and beefed-up benefits. When employees come aboard, they jump ship at an alarming rat...

Motti Tadmor

Vice President and Head of Hospitality

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Human Resources

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Travel Technology

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Lodging Industry

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IBS Software

Global Vision, Local Knowledge: Why One Can’t Succeed Without the Other

Global Vision, Local Knowledge: Why One Can’t Succeed Without the Other

In hospitality, global expertise often gets the spotlight, scale, systems, and brand recognition. But in practice, none of that matters if you’re not tuned in to what’s happening on the ground.

Ramzy Fenianos

Chief Development Officer, Asia Pacific, Radisson Hotel Group

Radisson Hotel Group

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Human Resources

Global Vision, Local Knowledge: Why One Can’t Succeed Without the Other

Turning Internships into Leadership Labs: How Structured Placements Build Hospitality Leaders

Turning Internships into Leadership Labs: How Structured Placements Build Hospitality Leaders

Internships are often treated as a box to tick in hospitality education: complete a few months of work, collect a reference, and move on. But with talent shortages and rising guest expectations, the industry can no longer afford to treat internships...

Sofia Furtado

Junior Vice President, SHG Universities

Swiss Hospitality Group Universities

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Human Resources

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Turning Internships into Leadership Labs: How Structured Placements Build Hospitality Leaders

Deanonymize Your Guests to Improve Guest Hospitality Experiences

Deanonymize Your Guests to Improve Guest Hospitality Experiences

As I make the rounds conducting hospitality industry training, I sense that more and more hoteliers are truly understanding the difference between “guest service excellence” and “hospitality.” My regular readers may recall that this is a topic previ...

Doug Kennedy

President of the Kennedy Training Network

Kennedy Training Network (KTN)

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Human Resources

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Education & Professional Development

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Guest Experience

Deanonymize Your Guests to Improve Guest Hospitality Experiences

Mistakes Hotel Companies Make When Actively Hiring

Mistakes Hotel Companies Make When Actively Hiring

Hotel companies are always looking to fill open roles. According to a survey conducted by the American Hotel & Lodging Association (AHLA) and AHLA Gold Partner Hireology, hotels have, on average, six to seven open positions per property. As a result...

Heather Berti

Senior Vice President of People Services at Arlo Hotels

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Human Resources

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Mistakes Hotel Companies Make When Actively Hiring