Hospitality is a verb
Hospitality isn’t something you offer – it’s something you do. Craft moments that are personal, meaningful and unforgettable.
Use technology to empower people, not replace them.
Delight through small, unexpected gestures that show you really know your guests.
Think beyond transactions and build lifelong relationships.
Personalization demands trust
True personalization builds connection, but only when it’s rooted in respect. Data is powerful, but trust is essential.
Be transparent about how you use guest data.
Be bold in creating personal touches, but…
Use insights to spark joy, not to cross boundaries.
Growth requires flexibility
The most successful hospitality leaders today are agile, imaginative, and unafraid to experiment.
Think beyond rooms: monetize experiences, moments and memories.
Move fast and adapt faster – agility is your advantage.
Embrace GenAI and new tech to meet rising guest expectations.
Start locally, resonate globally
Properties with deep community roots create stronger, more meaningful guest experiences.
Celebrate and elevate your local culture and people.
Build hotels that are part of the neighborhood, not just in it.
Local stories are more authentic and make a global impact.
AI can make us more human
AI isn’t about replacing people, it’s about augmenting them. The best technology amplifies empathy.
Hire for emotional intelligence, not just experience or technical expertise.
Use tools that enhance human touch, not hide it.
Empower staff to be the best version of themselves, not just efficient workers.
