While technology keeps nibbling around the edges, it still takes great people to run a hotel. During the past two years we have been challenged as never before by the pandemic as well as shifting guest expectations. With honest and frequent communication and thoughtful leadership, hospitality organizations can make the necessary journey from managing human resources to caring well for guests. READ MORE

Consumer adoption of new technologies has accelerated greatly for many reasons. Also, the pandemic has brought about significant labor shortages increasing pressure on the hotel industry to adapt to meet rapidly evolving guest expectations. In this article, we discuss how creating omnichannel guest experiences can help hoteliers to innovate and automate operations, as they continue to face new challenges. READ MORE

Hotel guests want many of the services and amenities that were suspended during the worst of the pandemic, and they also like the convenience of some of the new features that were created during this time. More importantly, guests want choice and control – in wellness options, food and beverage, entertainment, and communication. READ MORE

What's different, you ask? Plenty. Some good .. less waste and guests ready and wanting to travel. Some not so good .. inconsistency and frustration abound by employees and clients alike. Employees say there are not enough staff to cover a shift. Supplies are often not available. Clients cannot reach people, often for days. Everyone is concerned that the hospitality business will not return to what we remember and love. READ MORE

By calling everyone a hero, are we diluting the specialness of what they do, who they are, and how they help, save, or serve? What about a hotel's front desk receptionists, housekeepers, server, chefs who come in and work a double shift so that the hotel can function? Are they heroes? In this article, Dash, from Pixar's The Incredibles will give you another way of thinking about this question. READ MORE