PwC Report: AI at the heart of tourism and hospitality – powering personalisation, efficiency and growth
PwC survey finds 91% of Middle East hospitality leaders piloting AI solutions, but only 3% achieving enterprise-wide deployment.
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Lack of Feedback Is a Gift
Author argues that what customers don't mention in feedback can reveal improvement opportunities as effectively as their direct comments.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
When a Key Card Becomes a Seasonal Story
GCSTIMES creates wooden key cards with hand-painted seasonal scenes, transforming a basic guest touchpoint into an artistic brand expression.
The Landmark London partners with IRIS to elevate room service efficiency and boost order volumes
IRIS Mobile Ordering helped the luxury hotel handle 100+ orders per shift while improving accuracy and guest confidence for international visitors.
Very Important Pet: the dog-friendly stays boosting luxury hotel revenue
South Place Hotel's VIP pet strategy increased weekend dog bookings from zero to 3-5 rooms, driving higher guest spending and repeat business.
Canary Technologies Selected by Crown Resorts to Provide AI-Powered Guest Management System
Crown Resorts will deploy mobile check-in, AI messaging, and digital upselling tools across properties to modernize guest touchpoints without requiring app downloads.
Hospitality Trends for 2026: Experience as the Operating System
The article argues that 2026 success requires integrating experience design into operations from the ground up, rather than treating it as an overlay.
Beyond Function: When Key Cards Carry Culture
The piece argues that wooden key cards with city-themed designs create memorable guest experiences through tactile materials and thoughtful craftsmanship.
New Year’s Resolutions: Stop Doing These in 2026
The article presents 12 operational practices hospitality businesses should abandon, from over-relying on AI to treating customer service as a cost center.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
WITT Launches New Global Accreditation for Wellness Hospitality Professionals
WITT's new credential targets hotel leaders, spa directors, and consultants, offering certification based on five wellness pillars and practical application standards.
2026 Hospitality Outlook: how AI is reshaping hotel experiences
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.
The Restaurant Floor: Life in the Fast Lane
Using road trip metaphors, an F&B professional shares insights on managing restaurant operations, team coordination, and maintaining service flow during busy periods.
By Andrew Hopson, Food and Beverage Leader, Andrew Hopson
Doug Kennedy’s Next Staff Training Webcast: Hospitality IS…
Kennedy Training Network launches 2026 webcast series with three sessions focusing on hospitality culture, luxury service delivery, and group sales techniques.
From Efficiency to Inspiration - Transforming Travel Agencies
The author argues hospitality brands should reinvent physical retail spaces by combining AI efficiency with human expertise to create premium, inspiring booking experiences.
By Pete Champion, Co-Founder and Managing Director, I-AM
Booking.com’s new review scoring explained: What hoteliers need to know in 2026
The new system weights recent reviews more heavily, allowing scores to fluctuate more frequently and recognize recent service improvements faster than the previous three-year average model.
How Hotels Will Integrate AI-Driven Sustainability: Insights from Leading Industry Analyses
Industry reports predict AI will enable hotels to cut emissions by 24% and reduce food waste by up to 69% through smart sensors, predictive analytics, and automated optimization systems.
Top 10 Reasons Hoteliers Are Ditching Fragmented Contactless Technologies for a Unified Guest Journey
Alliants promotes its unified guest experience platform over fragmented systems, citing cost savings, operational efficiency, and improved guest satisfaction as key benefits.
Repositioning for Value: The Strategic Role of Hotel Turnarounds in Thailand
Post-pandemic Thailand faces 83,000+ rooms in Bangkok alone with 751 more keys opening by 2025, driving strategic repositioning over organic recovery.
My Top CX Predictions for 2026 and How to Make Them Come True
The author outlines 10 CX trends for 2026, emphasizing proactive service, AI integration, and treating employees like customers.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
How Intelligent Systems Will Drive Hotels Into The Future
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.