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Industry leaders must balance AI's transformative power with operational discipline and human oversight to win the competitive race ahead.
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UNISONO Hospitality Acquires Majority Stake in Aphy to Scale AI-Powered Automation
UNISONO takes majority control to help independent hotels automate administrative tasks while preserving human hospitality expertise.
Hoshino Resorts Inbound Travel Report 2025: What 1.33M Guest Nights Reveal About Japan’s Next Phase of Tourism
Hoshino Resorts data shows 24% growth in international bookings for 2025, down from 94% in 2024, with Western travelers staying longer and regional destinations gaining popularity.
Coast Hotels Celebrates Its Top Achievers
Coast Hotels recognized top performers across 10 categories at its annual brand conference, including first-ever Lifetime Achievement Award.
ISHC Honors Bruce White with the Pioneer Award at ALIS
The award recognizes White's transformative impact on hotel development and management, with the honor accepted by his family at the industry conference.
An Island Resort Adventure: The Thin Line Between Rustic and Rundown
A hospitality professional shares operational lessons from a disappointing island resort stay, highlighting gaps in service training, maintenance, and guest communication that undermined the property's potential.
By Stewart Kiely, Director of Projects, Asset Management & Estate Development, Cayuga Hospitality Consultants
The Future of CX: AI First, Not AI Only
The article argues for "AI First, Not AI Only" approach where companies use AI for simple tasks while maintaining human agent access, focusing on agentic AI capabilities and experience memory.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Hospitality in Healthcare: Improving Employee and Patient Experience
The article explores how hospitality industry practices like recognition systems, staff wellness programs, and service training can improve both patient care and employee satisfaction in healthcare settings.
By Dr Lohyd Terrier, Associate Professor, EHL
AI Won’t Replace Hoteliers. But Hoteliers Who Ignore AI Will Be Replaced
The author argues that AI now mediates between hotels and guests through search engines and booking platforms, making how AI understands hotels more critical than traditional competition.
By Are Morch, Digital Transformation Coach for Hotels, Are Morch, Digital Transformation Coach
Designing a Key Card Inspired by Insect Worlds
GCSTIMES creates birch wooden key cards featuring cartoon insects to encourage guest awareness of biodiversity and ecosystem connections.
IRIS partnership with Mandarin Oriental delivers 54% growth in mobile ordering, enhancing the guest experience
IRIS mobile ordering platform drove 54% F&B revenue growth and 39% order increases across 20 Mandarin Oriental hotels over one year.
Luxury hospitality reimagined: Cairns 5-star hotel elevates guest experience with Shiji’s Infrasys POS
Shangri-La The Marina, Cairns implemented Shiji's cloud-based POS across all F&B outlets to streamline operations and improve service delivery.
Traveller Review Awards 2026 Celebrate 1.81 Million Partners Worldwide and Reveal the Most Welcoming Destinations for the Year Ahead
Based on 370 million verified reviews, Italy leads with 214,666 award recipients while camping sites and villas showed the highest 15% year-over-year growth.
U.S. News Reveals the 2026 Best Hotels
U.S. News ranked over 31,000 hotels across 400+ destinations, with Four Seasons dominating multiple regional categories for the second consecutive year.
Beyond Berlin and Munich: The Fontenay’s Thies Sponholz on Hamburg’s Luxury Moment
Thies Sponholz discusses winning Germany's Hotelier of the Year 2026 award and how The Fontenay has elevated Hamburg's luxury hotel scene since 2018.
Give the Right To Be Right: Free Will, Algorithms, and How Hotels Can Design Real Choice
The author argues hotels can increase direct bookings and guest satisfaction by designing experiences that create perceived autonomy despite algorithmic influence shaping travel decisions.
By Gaspard Bizeul, EHL MGH graduate, HFTP
A Forest Party in the Palm of Your Hand: Turning a Key Card into a Story of Nature
Wooden key cards featuring illustrated forest animals serve as educational tools and keepsakes that connect guests emotionally with nature and environmental conservation.
A Conversation with the President of Hilton, Chris Silcock
Hilton's President discusses data-driven revenue management, brand portfolio strategy, and AI's potential to transform hotel operations and distribution.
By Chris Silcock and Sloan Dean
The Customer is Always Right
The article examines how Harry Selfridge's "customer is always right" philosophy, while revolutionizing service, led to guest exploitation costing hotels $250,000-$500,000 annually and widespread staff abuse.
By Nasir Zahir, Founder and President
The Great Hotel Reset and the Future of Independence with Ben Rafter, CEO of Hotel Equities
Hotel Equities CEO Ben Rafter discusses how market pressures favor operators with strong commercial capabilities while guests shift toward experience-based loyalty over brands.
By Benjamin Rafter and Sloan Dean