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
Opinion Articles
How's Business? A Reality Check from Miami Beach
Despite strong demand, Miami Beach operators face tightening margins due to misaligned policies and lack of coordination between tourism stakeholders.
ChatGPT is the new front door for hotel discovery. Here's what that actually means.
The Hotels Network launched the first direct booking app for ChatGPT, allowing hotels to compete with OTAs in AI-powered travel recommendations.
By Adam Swart, VP of Content Operations, Lighthouse
The U.S. Hotel Industry is: Stable? Wobbly? Tilt! A “Current State Diagnostic”
A hotel consultant advocates for leaders to conduct regular "diagnostics" by listening directly to frontline staff to uncover operational challenges that financial data alone cannot reveal.
By Haydn Kramer, Consultant, Cayuga Hospitality Consultants
From Front Desk to Digital: How 95% Automated Hotels Are Changing the Game
Kiosk.eu promotes their European-built self-service kiosks as hardware-first solutions that integrate with PMS systems to automate check-in while enabling staff to focus on personalized guest service.
By Dipesh Bharambe, Digital Marketing Specialist, Kiosk Embedded Systems GmbH
Ten AI Customer Service Statistics for 2026 That Will Shape Your CX Strategy
Survey of U.S. customers reveals 49% are more comfortable with AI support, but 68% still prefer human agents when problems arise.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
The Future of Hotel Technology: 30 Key Trends for 2026
The article outlines AI-driven revenue optimization, unified data platforms, and mobile-first guest services as the core technology priorities reshaping hotel operations.
By Rohith Kori, Senior Vice President, Product Strategy, F&B, Agilysys
HVS Insights: Journeys Through Uncertainty - The Middle East Crisis and Its Impact on India’s Hospitality Sector
HVS analysis reveals how Middle East tensions are disrupting global aviation while creating opportunities for India to capture redirected demand and strengthen domestic tourism.
From browsing to conversation: AI Infrastructure to compete in the new hotel ecosystem
Mirai argues hotels need AI infrastructure designed for conversation in addition to web browsing to compete with OTAs in the new conversational commerce era.
By Pablo Delgado, Managing Partner & CEO America, Mirai
The Anchor Effect - Hotels Used to Compete on Rooms. Now They Compete on Restaurants.
Hotels with culturally relevant dining see 18.6% RevPAR growth as F&B transforms from cost center to the primary differentiator driving bookings and community.
By Andrew El-Bayeh, CEO, Example
Bridging the gap between data and strategy in Revenue Management
AI Wizard positions itself as a solution to bridge communication gaps between data-heavy revenue managers and commercial leadership teams.
By Samuel Johnson, Head of Operations, LodgIQ™
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™
Mentoring The Next-Gen Hospitality Superstars
A hospitality veteran reflects on his early career at Marriott Griffin Gate, emphasizing the importance of developing raw talent rather than dismissing inexperienced workers.
By Doug Kennedy, President of the Kennedy Training Network, Kennedy Training Network (KTN)
“It should be at the Top… or maybe the Bottom”
Bartnick argues that technology failures in hospitality stem from poor user understanding and lack of clear guidance, not flawed systems themselves.
By Fabian Bartnick, Founder, Infinito
A Room For The Night
The author uses Voyager 2's journey through space to reflect on hospitality's obsession with technology versus the fundamental human act of welcoming strangers.
By Mark Fancourt, Co-Founder & Principal Consultant, TRAVHOTECH
Choosing the Right Brand: When To Partner and When To Go Independent
The guide examines franchise costs versus performance benefits, using a Tucson case study where dropping a weak brand and going independent improved performance from 75% to 100% fair share.
By Bob Rauch, President of RAR Hospitality, R.A. Rauch & Associates, Inc.
From Amenity to Asset: Turning Wellness into a Core Revenue Strategy
Hotels can increase total guest revenue by up to 10% by integrating wellness services into their PMS rather than managing them as separate amenities.
By Lisa Jane Wheaton, Senior Project Strategist, Maestro
The Slow Disappearance of the Real Host
A hospitality veteran reflects on how social media and changing guest expectations have eroded the art of true luxury service over thirty years.
By Valerio Sattin, General Manager Operations, Cool Inc
Score big during FIFA World Cup 2026: How hotels can maximise revenue with Mobile Ordering
IRIS promotes mobile ordering solutions for hotels to maximize F&B revenue during the 2026 FIFA World Cup across North America.
By Graham Rushin, VP Sales & Marketing, IRIS
Will AI Bring Hotel General Managers Back to the Lobby?
The author argues AI's greatest value will be freeing hotel managers from administrative tasks to focus on guest and staff relationships.
By Andrew Carey, Chief Executive Officer, Newport Hospitality Group