Hotelier Perspectives

The hospitality industry has been inundated with technology solutions promising to free hotel brands from the constraints of legacy systems and elevate the guest experience. For years, the message has remained the same: “Invest in cutting-edge technology and automation, and you’ll empower your staff to focus on what truly matters—the guest.” After all, technology should be an enabler rather than a barrier to real-world connections.

Ask anyone in a hospitality service or sales organization if they train their employees, and they’ll often detail their extensive orientation and classroom training programs, claiming to prepare employees to perform at an elite level. Yet, countless service experiences—from trying to make a hotel reservation over the phone or as a walk-in in addition to trying to book a meeting—suggest otherwise. Training isn’t working, and this isn’t just a post-COVID phenomenon.

Marketing, at its core, is about making people want something. It’s about shaping perceptions so that customers actively seek out a product or service. Yet, time and time again, when diving into product research or company data, the first thing people highlight is what’s wrong—the market conditions, the competition, the regulatory challenges, the inclusion concerns. Important discussions, sure. But they don’t sell.

Every hotel can benefit from automated revenue management. Boutique or hostel, independent or chain, there are huge potential revenue uplifts that can’t be ignored.

How do you see 2025 panning out?

I recently had the wonderful opportunity to interview Brian Hamilton on Amazing Business Radio. Brian is the chairman of LiveSwitch and an entrepreneur who has started, built up, and sold numerous businesses. At the end of every show, I ask, What last nugget of wisdom can you share with our listeners? He shared an amazing answer:

In the ever-evolving landscape of travel and hospitality, understanding the new traveler archetypes is pivotal for industry leaders seeking to tailor their offerings effectively. Let’s delve into the predominant archetypes and their distinct characteristics:

At the dawn of the 7th edition of the Scholarship of Teaching and Learning (SoTL) conference at EHL Hospitality Business School, we take a moment to reflect on the motivations for participating in SoTL and the rich lessons we take away from each edition.

“You have blinders on!” That’s the last thing you want to hear when you’re trying to determine how to increase hotel revenue.

Marriott just reported its 2024 financial results among which was important data about this global chain’s loyalty program Bonvoy. Bonvoy members grew 16% in 2024, reaching 228 million, generating 73% of US room nights and 66% of roomnights globally.