Hotelier Perspectives

In the world of hospitality, everyone talks about data – how much you can collect, how fast you can access it, and how many dashboards you can create. But after two decades of working with the most sophisticated data models, I’ve learned something critical: just having the data isn’t enough.

In a world shaped by unprecedented technological advancement, the hospitality sector finds itself at a fascinating intersection of tradition and transformation. At this crossroads, the food system – a sector shaped by human connection and culture – is undergoing a revolution of its own. As AI, climate change and shifting consumer values redefine the rules of engagement, it’s becoming increasingly clear that the transformation we need will not come from isolated breakthroughs, but from radical collaboration.

What does it mean to be truly guest-centric? For decades or longer, the hospitality industry has talked about guest experience as a top priority. But when you look under the hood of many of the systems and metrics that hoteliers rely on, the focus is on rooms and reservations.

Food has always played a central role in hospitality—but its meaning and impact are rapidly expanding. As outlined in our newly released Food & Wellbeing Trend Report 2025, developed at EHL with a diverse group of global experts, food is no longer just about nourishment or indulgence. It’s about connection, regeneration, and the pursuit of personal and planetary health.

In an era where digital transformation is revolutionizing every industry, the travel sector is at the forefront of an artificial intelligence revolution. No longer are travelers satisfied with generic package deals or standard itineraries. Instead, they seek hyper-personalized experiences customized to their unique preferences, past behaviors, and even subconscious desires. While artificial intelligence promises to make travel more seamless, efficient, and personal, we all should ask - are we trading away spontaneity and human discovery for AI-driven predictions?

“In 2025, nearly half of the hotel guests say they prefer to check out using their smartphones, and 58% believe AI can enhance their hotel stay experience. Hotels that fail to meet these digital expectations risk falling behind," according to Hotel Tech Report. Improving guest satisfaction is at the top of hoteliers’ priority lists in 2025, but only properties that have the technology in place to track, manage, and respond to guest feedback are in a position to actually move the needle on the guest experience. Operators need the ability to track and manage guest feedback while quickly adjusting their operations to respond to their guest’s needs. They need to be aware of long waits at the front desk, missing amenities, or guestrooms in need of extra attention prior to the guests’ check-out. With the right property-management system powering their reputation-management strategy, operators will have everything they need to hold their property to the highest standard.

Pedagogical Peer Coaching (PPC) is a powerful tool for faculty development that offers educators a confidential and supportive space to refine their teaching practices. Through course observations, collaborative discussions and faculty-led learning communities, PPC is a source of continuous improvement without the pressure of formal evaluation or hierarchy. Thanks to fresh perspectives and targeted feedback, this collaborative peer coaching system should be seen as a major asset for steering effective teaching and learning experiences.

The way hotels sell their rooms has come a long way. From basic reservation systems to sophisticated guest preference tracking, to the rise of OTAs, and the subsequent shift towards a ‘direct-first’ mindset amongst independent hoteliers, the industry has continuously evolved to keep up with technology and ever-changing consumer trends. Now, the question is: what’s next? As the digital landscape continues to evolve, how can hotels build on this progress, continue growing their direct business, and create even more meaningful guest experiences? Keep reading this article to find out.

Training and development are an arm of a wider education umbrella and a key tool for gaining hospitality expertise and professional development progress. Training involves a combination of industry content, techniques and methods connected to operations and emphasizes learning for the advancement of the hospitality industry.

Traditionally, luxury hospitality has been defined by private villas and opulent lobbies, lush, exotic locations, white-glove service, exclusive amenities, grand rooms with panoramic views and lavish finishes, plush bedding, and impossibly high thread-count sheets. And while Michelin-grade meals and a standing appointment at a spa fit for the set of The White Lotus might still be high on a guest’s wish list for their next luxury getaway, this segment of travel now finds itself in a period of significant transformation.