Acting on customer feedback drives loyalty, reduces churn, and improves revenue, while collecting insights without action is a sunk cost with no return.
A hotel finance consultant recounts a sophisticated recruitment scam impersonating a real recruiter, drawing parallels to financial verification discipline in hotel operations.
HITEC day three recap covers E20X startup pitches, candid booth conversations with Oracle, HotelKey, Revinate and Shiji, and a closed-door round table with hotel CIOs and senior supplier executives.
The article argues that direct booking programs fail because hotels optimize for conversion while ignoring upstream demand control, leaving discovery and customer access in the hands of OTAs and paid platforms.
Rate leakage through wholesale chains costs hotels an estimated 6% of annual revenue, while the GDS preserves rate integrity by delivering prices only to named, contracted counterparties.
Behavioral shift toward AI-driven question-and-answer is already complete among consumers, leaving businesses across hospitality, accounting, and healthcare racing to replace dashboards with conversational tools.
A first-person recap of HITEC 2026's opening days finds consensus that AI will transform hospitality distribution and operations, but deep disagreement on costs, brand survival, and the role of human staff.
This explainer outlines the principles of MBWA for hotel managers, showing how regular, informal employee interaction builds trust, surfaces operational issues, and reduces turnover.
The author argues that hospitality executives are confusing process automation with genuine human care, and that technology should support backend operations only, never replace front-line human interaction.
The author argues mid-scale hotels need both lightweight AI for revenue optimization and a human-centered "Homestead Culture" to address 70-80% annual frontline staff turnover that technology alone cannot fix.
A firsthand conference recap covering Marriott's owner-focused strategy, with sessions on ancillary revenue, AI in marketing, margin pressure, and brand conversion opportunities.
Meyer Jabara Hotels outlines its in-house technology management model, arguing that owning the full IT stack, from network infrastructure to cybersecurity and help desk, is a competitive advantage for hotel operators.
A practical guide to hotel consulting covering key service types, when to engage outside expertise, and a breakdown of top global firms from HVS and Deloitte to boutique specialists like Xotels.
Ahead of HITEC, this opinion piece warns hoteliers not to repeat big tech's costly "tokenmaxxing" mistakes, urging outcome-based AI evaluation over vendor-driven consumption metrics.
HSMAI's AI Advisory Board outlines a three-pillar commercial framework covering AI-driven distribution, direct channel personalization, and unified data architecture for hospitality operators.
Europe banned parity clauses but hotels saw little pricing freedom: OTA ranking algorithms now enforce the same discipline the deleted contract terms once did, and it's far harder to regulate.
Opinion piece arguing that hospitality's future lies in intentionally designed social spaces and multi-sensory experiences that foster human connection, local authenticity, and a sense of belonging.
A practical guide for hoteliers on using a structured RFP and implementation checklist to compare RMS vendors objectively and avoid post-contract surprises.
The wellness economy reached $6.8 trillion in 2024 and is forecast to hit $9.8 trillion by 2029, with wellness tourism among the fastest-growing sectors and direct implications for hotel strategy.
Mews Senior PM Madeline Bushbeck argues that widespread AI adoption statistics mask a deeper problem: most hotels run generic, off-the-shelf AI tools that don't understand their specific operations.