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.
Operations & Strategy
The Moment That Mattered Already Happened
The author argues that real guest loyalty is shaped by micro-moments of attention that happen in real time, not captured in post-stay surveys.
By Hideki Hayashi, Founder, Pulse Hospitality Group
How hotels can navigate sudden shifts in global travel demand
The article outlines six strategies for hotels to adapt to volatile travel patterns, including flexible policies, real-time pricing, and local market focus.
By Shearly Reyes, Media Director, Cendyn™
Cybersecurity as a Team Sport
Cybersecurity is no longer an individual game—it’s a team sport. As threats grow more sophisticated, collaboration is no longer optional; it is essential. Cyber adversaries are actively working together to attack, sharing tools, tactics, and exploits across underground networks. To safeguard our digital ecosystem, the cybersecurity industry must join forces. With collective strength, we achieve collective impact. We are stronger together.
By Suzie Squier, President of the Retail & Hospitality ISAC (RH-ISAC), Retail & Hospitality ISAC
Invisible Efficiency Under Pressure
Hotels must reduce energy consumption through invisible operational improvements like smart room controls and maintenance efficiency rather than visible cuts that impact guest comfort.
By Terence Ronson, Founder & Managing Director, Pertlink Limited
Inside the Paradores Approach to Guest Experience
Paradores integrates heritage authenticity with data-driven guest experience management, achieving an NPS near 65 while investing €300 million in modernization.
Florencia Cueto Pedrotti, Director, Global Engagement & Sales Enablement, Shiji
Meetings With a View: How Location, Design and Experience Shape Modern Group Strategy
The author argues that modern corporate groups expect meeting environments that foster engagement and creativity, not just basic accommodation.
By Andrey De Risio, General Manager, Hilton
The Invisible Cost of Comfort
Hotels face mounting pressure to either absorb volatile energy costs invisibly or introduce transparent pricing that reflects infrastructure realities.
By Terence Ronson, Founder & Managing Director, Pertlink Limited
Climate Resilience for U.S. Hotels: 5 Ways Leaders Can Turn Weather Disruptions into Revenue Opportunities
The article presents five actionable strategies for U.S. hotels to convert weather disruptions into revenue opportunities, including dynamic pricing, flexible packages, and proactive guest communication.
By Muhammad Tanveer, Author - The Sales Leadership Brief (Linkedin Newsletter), The Sales Leadership Brief
A Quintessential Urban Historic Hotel with Fairmont Hotel Vancouver
GM Adam Laker credits decentralized management and staff empowerment for maintaining four-star service across 557 rooms at 97% occupancy.
By Adam Mogelonsky and Larry Mogelonsky
Reclaiming the Senses: The Role of Sustainable Key Cards in Digital Detox Hospitality
Strategic use of sustainable key cards made from wood and plant-based materials supports digital detox programs by providing tactile experiences that reduce guest reliance on mobile apps.
A smarter housekeeping model for hotels, teams and the planet
Housekeeping is one of the most essential – and most pressured – functions in any hotel. It sits at the intersection of cost control and guest experience, a daily balancing act between staffing levels, service standards and operational efficiency.
Unlock Hidden Hotel Revenue by Enhancing Accessibility and Guest Service
The article argues accessible hotel features and service protocols can boost conversion rates and guest satisfaction while reducing operational friction.
By Are Morch, Digital Transformation Coach for Hotels, Are Morch, Digital Transformation Coach
The 5 C's of Collaboration: How Hotels Win by Becoming A Meeting Planner's Best Friend!
The framework outlines customization, communication, collaboration, consistency, and check-in practices to transform transactional vendor relationships into strategic partnerships that drive repeat business.
By Robert Kraus, Owner of SmallConferences, Strategic Solution Partners
This Could Be the Most Expensive Phrase in Business
The phrase "It's not my department" creates friction, forces customers to repeat themselves, and wastes time, making proper training essential to avoid costly customer defection.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
The Message Owners Need to Hear Right Now: Control What You Can Control
Rising costs and stagnant ADR are forcing hotels to focus on controllable expenses like labor and operations, as margin for error has shrunk significantly.
By Wayne West III, President, Newport Hospitality Group
An Island Resort Adventure: The Thin Line Between Rustic and Rundown
A hospitality professional shares operational lessons from a disappointing island resort stay, highlighting gaps in service training, maintenance, and guest communication that undermined the property's potential.
By Stewart Kiely, Director of Projects, Asset Management & Estate Development, Cayuga Hospitality Consultants
The Customer is Always Right
The article examines how Harry Selfridge's "customer is always right" philosophy, while revolutionizing service, led to guest exploitation costing hotels $250,000-$500,000 annually and widespread staff abuse.
By Nasir Zahir
Airport Hotel Revival Done Right at Sonesta LAX
Sonesta LAX increased average length of stay to 1.7 nights after a $42M renovation by targeting weekend leisure travelers and local guests.
By Larry Mogelonsky and Adam Mogelonsky
Hotel Dispensers in 2026: Solving the Trust Problem in Guest Bathrooms
Hotels must prioritize proper maintenance and hygiene protocols for refillable dispensers to overcome guest trust issues and negative perceptions.
By Camilo Sosa, E-commerce Manager, Hotel Items (A & S Suppliers, Inc.)