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Opinion Articles

Opinion Article

The future of luxury experiences: Where luxury meets hospitality

The luxury industry is undergoing a change. As a result, its products are reaching more and more people. In order to avoid losing exclusivity and uniqueness, many brands are now relying on ‘experiences’. These are enabling them to strengthen their relationships with their customers, offering them a unique experience without sacrificing status or reputation.

Matthias Fuchs
By Matthias Fuchs, Assistant Professor and Director of the Institute for Customer Experience Management, EHL
Opinion Article

The Strategic Advantage of a Unified Customer Profile in Property Management Systems

With a career spanning over three decades across the hospitality and technology sectors, I've witnessed the evolution of customer engagement and the pivotal role of PMS in revolutionising the guest experience. My experiences, particularly as the VP of Product and Strategy at Shiji Group and leading hotel consulting services for Opera at MICROS in the Asia Pacific, have provided me with deep insights into the importance of a 360-degree unified customer profile in PMS.

Anthony Hunt
By Anthony Hunt, Vice President of Product and Strategy, Shiji
Opinion Article

Zürich’s Hospitality Approach: The Key to Happy Guests

A few weeks ago, I had the unique opportunity to visit Switzerland to attend the Young Hospitality Summit in Lausanne, Switzerland. I spent my first two days wandering Zürich, the largest city in the country, and I encountered a completely different model of hospitality. The straightforward service was complemented by unique, heartfelt experiences, and all workers were attentive and professional. I found myself efficiently and kindly served, and I began to think that the Swiss-German model of service has something to teach other countries. I believe that the simplicity of the hospitality in Zürich could refresh the sometimes-overwhelming hospitality we experience here in the United States.

Gina Grenyo
By Gina Grenyo, Undergrad student, University of Houston
Switzerland
Opinion Article

It's Time To Eliminate Generationalism in the Hotel Workplace: Myth of Generational Differences Has Been Busted by Research

As my frequent readers know, I have been bemoaning the myths that are thrown out as facts at conferences, podcasts, and in books and blogs that, at best, mislead hospitality leaders and at worst, lead to discrimination based on birth year. Generationism is harmful, just like racism and sexism. Worse yet, many of those spewing these falsehoods are making a handsome profit by doing so.

Doug Kennedy
By Doug Kennedy, President of the Kennedy Training Network, Kennedy Training Network (KTN)
Opinion Article

Toward the Horizon: A Leisure Travel Forecast

Global leisure travel spending is projected to reach $9,332 billion by the end of 2029, an almost 50% increase from 2023. Today's consumers feel confident in the value of travel — and are willing to make it a priority. But the vacations they're craving are changing.

Vivek Neb
By Vivek Neb, Managing Director, APAC & MEA, Escalent
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Hospitality Net
Opinion Article

Leveraging Guest Satisfaction and Operational Efficiency to Negotiate Better Brand Partnership Terms: Measuring the Value of the Flag Over the Door

In the competitive hospitality industry, the value of a brand partnership extends far beyond mere association. Hotel owners increasingly recognize the importance of enhancing guest satisfaction and operational efficiency and ensuring these critical elements are intricately woven into the financial fabric of their brand agreements. An innovative approach to this is negotiating clauses that allow for reduced fees and introduce potential penalties for the brand should guest satisfaction dip below an acceptable threshold. This strategy underscores the brand's commitment to high standards, directly influencing the hotel's success. Moreover, it raises an important question: what value does the flag over the door bring to the operation? Here's a refined strategy to effectively incorporate this methodology into your brand partnership agreements.

Terence Ronson
By Terence Ronson, Founder & Managing Director, Pertlink Limited
Opinion Article

Game Time: Cultivating the Modern Casino Experience

When the State of Nevada legalized gambling in 1931 as part of a legislative effort to spur economic recovery in the wake of the Great Depression, it was a watershed moment for American gaming. While it would take a few decades for the popular conception of the modern casino to truly take hold, the gaming boom would transform not just the civic landscape of Las Vegas, but the role of gambling in the popular consciousness. As important as that moment was, however, the gaming renaissance underway today may ultimately prove to be just as transformative.

Robert Norton
By Robert Norton, President Cordish Gaming Group, The Cordish Companies
Opinion Article

Creating the Entertainment Capital within the Entertainment Capital of the World

Las Vegas is a city that lives on reinvention to keep drawing ever-larger crowds to this oasis in the desert that, for full transparency, wouldn’t even exist if it weren’t for the entertainment industry. While the world’s entertainment capital started out with gaming, shows and conventions, in recent decades it has also become a culinary mecca and now a world-class sports destination.

Larry MogelonskyAdam Mogelonsky
By Larry Mogelonsky and Adam Mogelonsky
Las Vegas, Nevada, United States
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Opinion Article

The Mille Club: Thinking of the Hidden Costs for High Rates

What’s it cost? Can you measure its direct effect on net contribution? While the two of us are tremendous fans of helping a hotel evolve into a more data-driven organization, there is nevertheless an art to creating a successful hospitality operation. And nowhere puts this more in focus than the luxury segment where the grandeur, opulence and excess are largely irrational yet wholly necessary to support thousand-dollar rates.

Larry MogelonskyAdam Mogelonsky
By Larry Mogelonsky and Adam Mogelonsky
Opinion Article

The Crucial Role of Language Diversity in Global Hospitality Success

In today's interconnected world, the hospitality industry stands at the forefront of globalization. As hotels, resorts, and restaurants cater to an increasingly diverse clientele, the need for language diversity has never been more pronounced. This article delves into the critical role that language diversity plays in the success of global hospitality, arguing that it is not merely an added value but a fundamental necessity.

Corey McCarthy
By Corey McCarthy, Chief Marketing Office (CMO), Unifocus