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Opinion Articles

Opinion Article

Redefining Hospitality: Applying AI, the Right Way Across Your Hotel Infrastructure

AI is not just a buzzword in hospitality anymore; it is a game-changer. But here’s the catch: implementing AI the right way is more than plugging in a chatbot or automating a few emails. For hotels, it demands a holistic transformation, one rooted in thoughtful infrastructure, human empowerment, and strategic clarity.

Are Morch
By Are Morch, Digital Transformation Coach for Hotels, Are Morch, Digital Transformation Coach
HN TV
Opinion Article

EHL Innovation Rewind: Christine R. Gould on Breaking Silos, Remixing Traditions, and the Next Gen Innovation Stack

At the EHL Open Innovation Summit, we had the chance to sit down with Christine R. Gould, Founder and CEO of GIGA, for a conversation about the future of innovation in hospitality. Christine shared her perspective on why the next big shift won’t come from a single technology, but from a new mindset—one that values remixing over reinvention, embraces collaboration across sectors, and brings young changemakers directly into the innovation process.

By Simone Puorto and Christine R. Gould
HN TV
Opinion Article

EHL Innovation Rewind: Lucas Nottaris on Agentic Systems, Human-Centered Personalization, and the Future of Consent

During the EHL Open Innovation Summit in Lausanne, we caught up with Lucas Nottaris, Partner at Visium, to discuss how agentic systems are reshaping the guest experience, why personalization must be guided by consent and human judgment, and how the hospitality industry can build trust by giving guests more control over their data.

By Simone Puorto and Lucas Nottaris
HN TV
Opinion Article

EHL Innovation Rewind: Niels de Fraguier on Regeneration, Collective Intelligence, and the Responsibility of Innovation

During the EHL Open Innovation Summit, we spoke with Niels de Fraguier, Founder of Empowering Potential, about the role of innovation in shaping a more inclusive and regenerative future. As an entrepreneur, ideator, and author, he shared his perspective on why technology must be rooted in life-centered thinking, how regeneration goes beyond sustainability, and why building a better future means shifting from individual gain to collective responsibility.

By Simone Puorto and Niels de Fraguier
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Opinion Article

EHL Innovation Rewind: Ian Millar on Fixing the Tech Mindset Before Chasing Tech Solutions

At the EHL Open Innovation Summit, we had the chance to speak with Ian Millar, Senior Lecturer at EHL Hospitality Business School. Our conversation focused on why the biggest challenge in hospitality tech today is not the technology itself, but how we think about it. Ian argues that before adopting new tools, the industry must adopt a new mindset. It should prioritize understanding the real problems, embrace frontline insights, and welcome a culture of curiosity and change.

By Ian Millar and Simone Puorto
Opinion Article

The AI Advantage: Hoteliers ROI of an AI First Mindset

No longer a "nice to have," AI is becoming essential to operational success for hotel teams. According to the Nielsen Norman Group, generative AI can increase user productivity by an astounding 66%. The Massachusetts Institute of Technology (MIT) found that skilled professionals who integrated AI into their workflows experienced a 40% productivity boost. These aren’t incremental improvements, they represent paradigm shifts.

Michael J. Goldrich
By Michael J. Goldrich, Founder and Chief advisor, Vivander Advisors
HN TV
Opinion Article

EHL Innovation Rewind: Thomas Meier on AI, Personalization, and Preserving the Rituals of Luxury at Jumeirah

At the EHL Open Innovation Summit in Lausanne, we had the chance to sit down with Thomas Meier, CEO of Jumeirah Group, for an open conversation about the future of luxury hospitality. Our discussion touched on how artificial intelligence is helping to free up teams for more meaningful guest interactions, why true personalization must stay human and contextual, and how innovation can thrive without losing the timeless rituals that define luxury service.

By Thomas Meier and Simone Puorto
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Opinion Article

Artificial Intelligence: No Substitute for the Human Touch in Hospitality

There is a growing body of knowledge focusing on the influence that artificial intelligence (AI) is having on the hospitality industry. What the evidence suggests is that for hospitality businesses, the impact of AI to date has been very positive. Hospitality marketers, for example, are using AI powered systems to analyze vast amounts of customer data, such as booking history, preferences, and online behavior. This information is then used to create personalized recommendations for destinations, accommodation, activities and more.

Simon Hudson
By Simon Hudson, Professor in Tourism & Hospitality, University of South Carolina
Opinion Article

Tech Entrepreneur Vanessa Osbourne Opens Up About Modernizing Hotel Emergency Preparedness to Protect People, Property and Profits

If you were to look at her resume, it would tell you that Vanessa Osbourne, founder of Smart Hotel Manager, has spent her career solving complex issues and helping companies avoid costly mistakes to the tune of 7 to 20 million dollars a day. Her experience paints the picture of a highly motivated, highly accomplished woman who has found her foothold as a leader in high-stakes environments.

Ivana Johnston
By Ivana Johnston, Co-Founder and CEO, Puzzle Partner