It’s nothing personal
The topic of the week has me grinding my teeth a little. It’s the sheer hypocrisy flowing from revenue leaders, that constant, breathless sermon about “Personalization! The customer craves unique…
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Mark Fancourt
74 posts
Mark Fancourt is Principal Consultant and Co-Founder of TRAVHOTECH, a hospitality and travel technology consultancy based in Las Vegas. Recognised by HSMAI as one of the Top 25 Minds in Sales, Marketing & Revenue, he has more than three decades of global leadership experience as COO, CIO and Managing Director, and over 20 years in travel, hospitality, gaming and retail technology. He is a regular columnist for 10 Minutes Hotel News; his opinions on hotel tech are his own.
Glass Houses and AI Browsers
We all saw this headline. Amazon versus Perplexity. It’s a classic tech brawl: the established giant protecting its turf versus the disruptive upstart wielding the shiny new weapon of Agentic…
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Shame! Shame! Shame!
The sound of Bill Hornbuckle admitting to the press that the pricing strategy was a mistake, that the $26 water and the $12 coffee were a “shame on us” moment,…
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What happens when…..?
What happens when no one can travel anymore? Let’s talk about it. The global tourism economy is a juggernaut. It’s an undisputed growth story, expected to grow by 10% this…
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Are you being served, Sir?
The state of dining service in the USA has become a fascinating, if infuriating, contradiction. Just the other night, I watched this whole dysfunction play out in real time. A…
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How ya like me now?
The air in this town always feels different when the wind shifts. Not the dry desert wind that kicks up dust, but the subtle, corporate wind that changes the vibe…
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“A (substitute loyalty program name) Hotel”
Hilton’s got another five “brands” on the way; Radisson’s got an explainer for their own explainer. This desperate pursuit of another name for a building – another “bed block” –…
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Don’t Fence Me In
I’ve been stewing on this for a while, this infuriating tendency in our industry to build walls where we should be building bridges. Don’t fence me in. It’s a classic…
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Speaking of Experience
The word “Experiences” has been cheapened. It’s plastered on every brochure, website, and PowerPoint slide, a lazy substitute for actually delivering something memorable. I see it and I’m left wondering,…
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Elegantly Wasted
I want to talk about “time”. The ultimate commodity, the one thing we can’t buy more of, and a concept we seem to have utterly lost control of in our…
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