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The Tech Adoption Gap in Hospitality Ask any hotelier what frustrates them about technology, and you’ll hear a familiar refrain: “Why does our industry lag so far behind in digital transformation and AI?” Compared to retail, travel tech, and even restaurants, hotels adopt operational technology at a crawl. We know the common reasons: Past tech […]
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Introduction: Why This Moment Matters Hospitality has always been about experiences. A smile at check-in. A story shared at the lobby bar. A room that feels just right after a long flight. But in 2025, experience isn’t just about service anymore; it’s about strategy. And the truth is, too many hotels are still fighting in […]
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I’ve had this conversation dozens of times with hoteliers and General Managers across brands, independents, and boutiques: “We know AI is coming. But guests don’t ask for it. They ask for better service.” And they’re right, at least on the surface. Guests don’t walk into your lobby saying, “Where’s the artificial intelligence?” But here’s the […]
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The Future Isn’t Coming, It’s Already in Your Lobby Picture this: A guest checks in after a long-haul flight. Instead of fumbling with forms, waiting for a key card, or asking about late-night dining, they receive a message before arrival: “Welcome, Emma. We noticed your flight lands at 9:40 PM. We’ve arranged a light supper […]
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The Box We Never Questioned Hospitality loves to talk about “thinking outside the box.” But here’s the uncomfortable truth: “Even when we think outside the box, the box is still there.” It quietly shapes how we design services, train teams, and define success. It’s built from “industry best practices,” outdated assumptions, and operational habits passed […]
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