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Editorial Team

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  • 7 min

2024: A Year Of Transformative Trends And Breakthrough Technologies

🏨 The hospitality industry in 2024 focused on adopting cloud solutions and enhancing guest experiences. Notable strategies included scalable cloud-based solutions, advanced health and safety protocols, leveraging data analytics, sustainable practices, and digital experiences like mobile check-ins. Belmond Hotels balanced technology with tradition, maintaining charm and modern relevance. The Hanson Hotel case study showed AI and automation could save labor and energy, offering a strong ROI. Munich hotels improved Oktoberfest experiences by increasing staff and emphasizing food and beverage quality. Hotelatelier's customer-centric approach raised their GRI from 84% to 88% with a near 100% response rate to feedback. Atlas Hotels optimized operations across 58 UK properties through cloud-based systems and standardized processes. Ecotourism Australia used data analytics for sustainable tourism. McDonald’s Switzerland's digital journey began in 2016, with self-ordering kiosks leading to a 95% customer preference during the pandemic. Transitioning from standalone to integrated payment systems enhanced efficiency and guest experience in the hospitality sector. Radisson Hotel Group’s digital transformation focused on a unified website platform and a localisation strategy. Michelin’s new Keys ratings showed an inverse relationship with GRI, highlighting the difference between professional ratings and guest reviews, with 1-key hotels averaging 40 rooms. TIME Hotels improved guest satisfaction through feedback monitoring and sustainable practices. The Airbnb vs. hotels debate highlighted a shift back to hotels due to concerns over privacy and service consistency.
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Human Touch and Technology: Discussing Hospitality Communication and Experiences

🏨 Juanda Núñez and Florencia Cueto Pedrotti discuss hospitality communication, emphasizing humanized strategies over sterile presentations. Integration issues and outdated systems are major challenges that require attention. Personalization and storytelling are key to building emotional connections and guest loyalty, while AI and modern technologies enhance productivity and personalization at scale. The industry's focus is shifting from price competition to customer experience, with an ongoing balance between technological efficiency and human-centric service delivery.
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  • 3 min

Booking.com’s New Review Scoring: What it means for Hotels • Shiji Insights

💰 Booking.com, a dominant review platform, updates its review scoring, aligning with ReviewPro's Global Review Index™ (GRI) which prioritizes recent guest feedback for more accurate property performance ratings. Majority of properties are expected to see higher scores soon due to this change emphasizing current reviews. Bruno Saragat notes the new system will likely prevent major fluctuations in scores, benefiting hotels that consistently enhance guest experiences. Details of Booking.com's new algorithm remain undisclosed, aiming to preserve authentic feedback and discourage system manipulation.
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  • 7 min

Transforming Belmond Hotels with tech according to Thomas Moons

📱 Thomas Moons, Area Managing Director for Spain and Portugal at Belmond Hotels, discusses the integration of technology in luxury hospitality, aiming for a balance between innovation and maintaining the personal touch for a unique guest experience. Key strategies include using AI to tailor guest preferences and automating routine tasks, allowing staff to focus on meaningful interactions, with a plan to integrate AI in concierge services by 2025. Belmond prioritizes sustainability through efficient systems and minimizes visible technology to preserve the traditional ambiance of properties like La Residencia, a Mallorca hotel. They manage reputation with AI that analyses feedback for actionable insights and limit outside access to maintain exclusivity for hotel guests. Belmond foresees technology redefining luxury through personalization and sustainability while maintaining human connections.
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  • 5 min

Transforming a 200-room hotel with AI and Automation

🏨 The Hanson Hotel, a four-star 200-room property in Europe, is considering investing in AI and Automation. AI and Automation can reduce labour costs by 20%, saving €90,000 annually, and energy consumption by 30%, saving €45,000 annually. Revenue loss from inefficient pricing could be reduced by €20,000 each year. Although initial costs of €140,000 exceed first-year savings by €20,000, subsequent annual savings are projected at €120,000. A budget of €15,000 is allocated for staff integration and training, with €10,000 annual maintenance. Guest experiences are enhanced with personalised rooms and fast responses, while staff focus on satisfaction rather than routine inquiries.
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