Author argues that what customers don't mention in feedback can reveal improvement opportunities as effectively as their direct comments.
IRIS Mobile Ordering helped the luxury hotel handle 100+ orders per shift while improving accuracy and guest confidence for international visitors.
HSMAI Europe announces three major 2026 events: Commercial Strategy Week in London, Room for Growth in Oslo, and a new Leadership Development Camp in Paris.
South Place Hotel's VIP pet strategy increased weekend dog bookings from zero to 3-5 rooms, driving higher guest spending and repeat business.
Crown Resorts will deploy mobile check-in, AI messaging, and digital upselling tools across properties to modernize guest touchpoints without requiring app downloads.
Analysis suggests housekeeping and kitchen roles will be among the last to be automated due to complex physical tasks and lower wages compared to high-skill positions.
Aztech Digital will exclusively distribute RateGain's UNO VIVA AI voice agent across Greece and Cyprus, targeting seasonal hotels facing staffing challenges.
The article presents 12 operational practices hospitality businesses should abandon, from over-relying on AI to treating customer service as a cost center.
Mews report examines how generative and agentic AI will transform guest booking processes and hotel operations by 2026, with data quality becoming crucial for visibility.
Mascarenhas brings 16 years of hospitality experience spanning operations, revenue management, and hotel technology sales to drive Fairmas expansion across the US and Canada.
The new feature delivered double-digit RevPAR growth and saved 20+ hours monthly in manual reporting for a boutique hotel case study.
The author advocates for implementing AI through small, task-specific improvements rather than waiting for comprehensive solutions, focusing on labor savings and measurable ROI.
A boutique hotel achieved double-digit RevPAR growth and 20+ hour monthly savings by replacing manual pickup analysis with LodgIQ's automated revenue management system.
OTH will take over management of the 149-room Virginia property starting January 2026, marking its fifth East Coast contract this year.
The author outlines 10 CX trends for 2026, emphasizing proactive service, AI integration, and treating employees like customers.
The article argues intelligent systems will transform hotels from manual operations to autonomous workflows, enabling staff to focus on human connection rather than administrative tasks.
The h2c 2025 AI & Automation Study reveals only 8% of hotel groups have company-wide AI strategies, with 72% lacking dedicated budgets for implementation.
The author argues that effective support requires users to provide clear context about what broke, their intent, and what they've tried, using hospitality analogies to illustrate communication gaps.
The piece argues digital transformation optimized old hotel processes without reimagining hospitality, while AI forces a philosophical shift toward anticipatory service.
The author argues hotels must eliminate traditional sales, marketing, and revenue silos in favor of integrated commercial teams led by unified data and strategy.