The first sign of the times, you ask? Perhaps it was back in 2006 when Ritz-Carlton looked in the mirror and realized that “Ladies and Gentlemen serving Ladies and Gentlemen” didn’t exactly apply to a 32-year-old CEO in jeans and a t-shirt. In a nod to the changing demographics of those who consumed “luxury,” Ritz loosened up a bit, recognizing the need for a generational component to its time-honored and revered operational and guest service standards.

That shifting mindset has only grown in our industry, as virtually every facet of a hotel operation has needed to step back and take a look at how it does business based on ever-widening generational needs. A byproduct of this trend, of course, has been the proliferation of brands aspiring to a laser-like focus on the language and needs of one specific generation; however, those who can rely on that true niche strategy are few and far between. Most of us need all the bodies we can get, whether they use Western Union or Wi-Fi. Full disclosure here for a moment - take my credentials on this subject with a grain of salt. I don’t tweet, I don’t “friend,” and I’m barely ...