Automatic - 10 Minutes News for Hoteliers - Page 132

2 min

The Difference Between a Proactive and Reactive Customer Service and CX Strategy

💬 Scott McKain, author of "Beyond Distinction," emphasizes proactive over reactive customer service. Proactive service involves anticipating customer needs before they articulate them, enhancing trust and confidence. He critiques reactive strategies as being a step behind, as they're based on responding to existing issues or competitor actions. Instead, designing a strategy to preemptively address and fulfill customer expectations is crucial for building a strong customer experience.

2 min

Arizona House of Representatives recognizes hotel industry for efforts to prevent human trafficking

🚨 Today, in Phoenix, AZ, the Arizona House of Representatives issued a proclamation recognizing the hotel industry's prevention efforts against human trafficking. The American Hotel & Lodging Association's "No Room for Trafficking" initiative, launched in 2020, has provided free training in over 34 languages, completed over 2.6 million times. Arizona State Representative Justin Wilmeth introduced the proclamation, emphasizing the industry's commitment to safety and dignity through strategic partnerships and employee education programs.

2 min

IHG Hotels & Resorts to Debut Its Luxury Lifestyle Brand, Kimpton in Qatar

🏨 IHG Hotels & Resorts plans to open Kimpton Al Rowda Doha, a 283-key luxury lifestyle hotel, in mid-2026. Situated in downtown Doha, Qatar, it will feature five dining venues, including a rooftop bar. This pet-friendly hotel aims to serve both travelers and locals with immersive experiences. This expansion is part of IHG's growth in the Middle East, complementing existing properties in Riyadh and upcoming launches in Dubai and Jeddah. IHG operates eight hotels in Qatar across five brands.

6 min

JW Marriott Scottsdale Camelback Inn Resort & Spa Unveils the Spa at Camelback Inn Following a $25m Transformation

🌴 JW Marriott Scottsdale Camelback Inn Resort & Spa has unveiled the $25 million renovation of its Spa at Camelback Inn. Originally opened in 1989, the 32,000-square-foot spa now features design elements inspired by the Sonoran Desert. Highlights include a Himalayan salt sauna, aromatherapy steam cavern, and a 24-hour fitness center. The spa offers 20 treatment rooms and a culinary center, Ora Café, focusing on wellness cuisine. The outdoor Wellness Waters debut in February, offering hydrotherapy with panoramic desert views.

2 min

Canary Technologies Expands Mobile Key Capabilities with Acquisition of OpenKey

📱 Canary Technologies, based in San Francisco, acquired OpenKey to enhance its Mobile Key platform, making it the most comprehensive in the market. Founded in 2014, OpenKey pioneered mobile key access. Canary, trusted by over 20,000 hotels in 100+ countries, integrates AI to provide seamless guest experiences. Recently awarded 9 HotelTech Awards and named to Deloitte's Fast 500, Canary aims to meet growing global demand for keyless hotel stays with this strategic expansion.

2 min

A Conversation with the CEO of Marriott International, Tony Capuano

🏨 Tony Capuano, CEO of Marriott International, discusses his 31-year journey with the company and current challenges in the hotel industry. Despite near-term US volatility, Marriott's long-term outlook is positive, thanks to its global presence and proactive strategy. AI is seen as a tool for improving service and personalization for over 260 million Bonvoy members. Marriott's multi-year tech upgrades and commitment to core values drive growth, valuing transparency, curiosity, and humility in leadership.

2 min

Hospitality Net Announces Exclusive Global Syndication Partnership with “Not Done with Sloan Dean” Podcast

📰 Hospitality Net signed a global syndication agreement with the "Not Done with Sloan Dean" podcast. Since August 2025, the podcast has aired weekly every Tuesday, featuring industry leaders like Marriott CEO Tony Capuano and Hilton's Chris Silcock. Sloan Dean, former Remington Hospitality CEO, conducts in-depth discussions on hospitality and AI. The podcast aims to tackle industry challenges like margin compression and labor market issues, reaching audiences in over 200 countries.

5 min

Choice Hotels EMEA Announces Long-Term Africa Growth Plan with 100-Hotel Commitment by 2035

📍 Choice Hotels plans to expand by establishing 100 hotels in sub-Saharan and southern Africa by 2035. Starting in Kenya, three hotels in Nairobi and Maasai Mara will rebrand under Choice’s Clarion and Ascend Collection. The company reported 17% unit growth in EMEA in 2025, totaling over 470 properties and 69,000 rooms. Franchisee Aniket Shroff leads the Kenyan expansion, emphasizing cultural authenticity and sustainability. All properties join the Choice Privileges loyalty program, part of a global network of 7,000 hotels.

3 min

Citybox adopts Mews to streamline operations and scale innovation across the Nordics

📰 Citybox, a Norwegian hotel chain with 10 properties across six countries, has partnered with Mews to modernize its operations. Scheduled for February 2026, Citybox Kristiansand will be the first to implement Mews, which will facilitate automation, real-time insights, and streamline processes. Known for self-service innovation, Citybox will leverage Mews' open API and integrated system for growth. The collaboration aims to enhance guest experiences and operational efficiency across Citybox's expanding portfolio.

4 min

Redefining Iconic: Introducing Iconic Hotels & Resorts

🏨 L+R debuts Iconic Hotels & Resorts, merging Iconic Luxury Hotels and L+R Hotels to enhance property character and guest service. With over £200m in renovations, the portfolio spans 5 countries, including Cliveden House and Hotel Excelsior Venice Lido. Shan Kanagasingham, with 30 years in luxury hospitality, is appointed COO. A new Central London HQ with over 7,000 sq ft unites 100 experts. Significant investments enhance global operations, aligning with L+R's strategic vision.

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