An 800-Room, Five-Star, Often-Overbooked Juggernaut
A nostalgic memoir excerpt from a former Hong Kong Hilton front-of-house team member, recalling life managing an 800-room five-star property in the pre-digital era of the 1970s.
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As AI Reshapes Hospitality, Authentic Human Connection Remains the Ultimate Differentiator
The author argues that AI should handle back-office tasks to free hotel staff for authentic guest interactions, positioning human connection as the hardest-to-replicate competitive differentiator.
By Brendan Cronin, Visiting Professor, Les Roches