Is 2025 the year of Innovation?
For years, outdated and fragmented technology stacks have held hotels back, slowing growth and stifling innovation. In 2025, the message is clear: the status quo is no longer sustainable. Hotel…
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Editorial Team1
81 posts
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 Integration issues and outdated systems are major challenges that require attention.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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Elevate guest engagement with modern marketing tech
Guest engagement is at the heart of every successful hotel. Turning guests into loyal advocates takes more than impeccable service—it requires harnessing the power of modern marketing technology. By using…
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Booking.com’s new review scoring: What it means for hotels
Booking.com is a leading review generation source in the majority of the world’s markets. Now, it is introducing significant updates to its review scoring system, and this change marks a…
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Ilunion Hotels: Redefining Hospitality with Inclusion, Sustainability, and Innovation
In episode eight of the Shiji Buzz Podcast, Florencia Cueto Pedrotti sat down with Beatriz Miguel, the business director at Ilunion Hotels. Ilunion is a hotel chain focused on making…
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The Role of AI and Integration in Hotels
A recent Shiji Buzz webinar tackled a question central to the hotel industry: Is the dream of a seamless, fully integrated hotel tech stack slipping out of reach as complexity…
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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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Hotelatelier’s secrets to exceptional guest experience and reputation with Susana Romero Expósito
Hotelatelier, a leading hospitality group with 38 hotels across Spain and Portugal, has mastered the art of delivering unforgettable guest experiences. Since 2014, they’ve embraced a bold, customer-centric approach that…
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Guidelines for Managing Guest Conflict and Preventing Negative Online Reviews
📌 Service industry employees face the challenge of guest conflict which can escalate into damaging online reviews. Six guidelines to prevent negative reviews and manage conflict include: managing expectations, being aware of triggers such as visual, verbal, and vocal cues, maintaining a positive attitude, understanding guests' desires (empathetic listening, sincere apologies, quick solutions, follow-up), supporting, training, and empowering staff to resolve issues, and performing temperature checks during the guest's stay for proactive engagement. Using Reputation Management Systems for real-time feedback can mitigate post-checkout negative reviews and turn dissatisfied guests into loyal advocates.
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