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Stuart Greif

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Even as AI captures attention and imagination, there are still some simple ground truths we face in hospitality, both from the underlying systems and from a training and guest experience design… | Stuart Greif | 20 comments

💸 In 2026, a loyalty member of 30 years with a lifetime elite status at a global hotel brand experienced a service oversight. Despite having a branded credit card for over 25 years and staying at the hotel on their birthday, there was no recognition of the occasion. This highlights a gap in customer service, especially at luxury brands. The failure to automate birthday recognition, despite having decades of data, underscores the need for better integration of AI and staff training in hospitality systems.
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What does Hospitality Leadership look like at the highest level? The Legendary Javier Cano, AGM for The Ritz-Carlton Hotel Company, L.L.C. leading the Ritz-Carlton and JW Marriott at LA Live is the… | Stuart Greif

🏨 Javier Cano, AGM for The Ritz-Carlton Hotel Company, L.L.C., exemplifies top-tier hospitality leadership at Ritz-Carlton and JW Marriott, LA Live. At 8 a.m., he personally assists at Illy Café, restocking supplies and engaging with staff and guests. During ALIS, Cano and Hotel Manager Jordy Robinson model caring, respectful leadership. The dedication of such leaders inspires and motivates those in the hospitality industry, as highlighted by their support through Forbes Travel Guide.
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Expedia's AI Playground Boosts Productivity and Efficiency | Stuart Greif posted on the topic | LinkedIn

💻 Cancelled a $20 ChatGPT subscription for ChatLLM by Abacus.AI to consolidate tasks into one platform. This all-in-one AI tool supports switching between models like GPT-5.2, Claude 4.5, and more. It integrates image and video generation, app development, presentation creation, and an AI assistant for offline tasks. Features include real-time web search, AI code editing, and a "Humanize" writing tool. Ideal for those juggling multiple AI tool subscriptions.
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Airbnb's Structural Problem: Hospitality vs Tech | Stuart Greif posted on the topic | LinkedIn

📈 Airbnb's role is more about resolving issues than hospitality, addressing failures like refunds and cancellations. Sonder, once valued at $2.2 billion, liquidated via Chapter 7 by November 2025. Vacasa, valued at $4.5 billion in 2021, was sold to Casago in April 2025 for $130 million, a 97% decrease. Inspirato's gross margins fell from 71% to 31%, leading to a $59 million acquisition by Exclusive Resorts. These failures highlight the operational challenges of short-term rentals.
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Airbnb has been a total failure as a public company which is what no one has been willing to say aloud! Its stock is negative over the past 5 years while hoteliers Marriott, Hilton, Hyatt, IHG… | Stuart Greif | 19 comments

💸 Airbnb's stock performance has been disappointing over the past 5 years, lagging behind competitors like Marriott, Hilton, and Booking. While competitors saw growth, Airbnb's value decreased, raising concerns about its strategy to evolve into an OTA platform. Although the founders are acknowledged for their innovation, the company's public market success is lacking. This underperformance is especially notable with equity considerations for employees and potential hires. The market's long-term view could change if Airbnb adapts successfully.
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