Tony Loeb

💳 Payment complexity in the hospitality industry is seen as a given, yet there's a push for simplification to enhance guest experience. Payment orchestration is emerging as a solution, integrating various providers on a single platform, improving efficiency and reducing costs. A 2022 Outpayce study revealed 40% of hotel guests experience payment issues, with 54% finding it difficult to pay, and 77% expecting hotels to simplify the process. Hotels are adapting by enabling digital payments, and the future looks toward seamless integration and diversification of payment methods for a more guest-centric approach.

📝 FuturePlus, a sustainability management and ESG reporting platform, recently expanded its IMPACT CERTIFIED ecosystem with an additional 84 hotels. The platform, operational for over three years, supports the hospitality industry in embedding sustainability and ethical governance. As consumer preference leans towards accommodations with trusted certifications, with 65% preferring such options, FuturePlus offers a badge upon verification of a FutureImpact assessment. This badge signifies a commitment to environmental and social factors. The company is a strategic partner to Booking.com and Travalyst Compliance. FuturePlus clients have set over 4,200 sustainability goals, achieving more than 2,700, with the 84 IMPACT CERTIFIED hotels achieving 750 sustainability goals. TROO Hospitality, working with FuturePlus since September 2022, is developing a sustainability strategy named TROO Impact. Atlas Hotels, operating 58 hotels across the UK, leverages FuturePlus for clarity and structure in their sustainability initiatives.

🔎 Boomerang, launched in 2022, is an AI-driven lost & found platform serving the travel, sports, entertainment, and hospitality industries. In 2024, Boomerang experienced over 1,000% growth in key sectors. A notable partnership with the Wells Fargo Center led to a 40% increase in items returned and a reduction in waste. As of January 2024, Boomerang has raised $7.7 million in funding, with a $4.9 million seed round from LightShed Ventures. The platform's network is expanding to include global travel hubs and luxury brands, aiming to enhance customer satisfaction and brand loyalty.

👨️ The hospitality industry is implementing technology like smart rooms and contactless check-ins, with a focus on security as an indispensable necessity. Access control solutions are vital for guest protection and staying ahead of threats. Apple Wallet's integration offers a secure, user-friendly method for room access, reducing the need for physical keycards and lowering costs by eliminating dedicated mobile apps. Access control systems also aid operational efficiency, data insights for optimizing staffing and maintenance, and support sustainability goals by managing energy usage. Investing in robust security systems is essential for fostering guest trust and loyalty and remaining competitive. Darien Long, SVP at dormakaba North America, emphasizes these points, drawing on her expertise in hospitality software and operations.

💻 In 2025, the hospitality industry leverages digital transformation, with key trends including AI-powered efficiency, customer-centricity with brands like Nike aligning with values, data privacy as a selling point, evolving social media platforms, integrated CRM and loyalty systems, strategies for fragmented media environments, sustainability as a business imperative, and adaptability to economic/political uncertainty. Brands must be agile, utilize AI and advanced analytics, focus on values-driven campaigns, and make data-driven decisions to stay competitive and resonate with consumers.