Posts by author

Tony Loeb

2181 posts

Tony Loeb, un expert reconnu de l'industrie hôtelière et du marketing digital, a gravi les échelons de sa carrière, passant de webmaster à Directeur Technique puis co-fondateur de WIHP où il participe à la création Meta I/O. Il a ensuite lancé "Experience", le premier CRM hôtelier mondial, révolutionnant l'expérience client et aidant plus de 4500 hôtels. Actuellement, il innove avec 10minhotel.com, une plateforme et une base de connaissance pour hôteliers, combinant ses passions pour l'hôtellerie et le marketing. Le site propose également un podcast informatif, "10 min pour un hôtelier", démontrant l'engagement continu de Tony pour l'innovation dans l'industrie hôtelière.

3 min

2026 Guest Experience Benchmark: Global Hotel Satisfaction at 86.7%

📝 Global guest satisfaction reached 86.7% in 2025 based on 40 million reviews from 12,000 hotels, revealing a 0.5 percentage point increase since 2024. Middle East (+0.8 pp), North America (+0.7 pp), and Asia (+0.6 pp) saw notable improvement. 5-star hotels achieved a GRI of 90.4%, though growth slowed. Google reviews rose 15.7%, while HolidayCheck increased 14.0%. Asia led with a GRI of 89.4%, followed by Central America at 87.1%.

11 min

Summary of the week 17 Jan 2026

📰 European hoteliers in 2026 prioritize hyperpersonalization, tech stacks, and real-time decisions, facing data privacy issues. Africa's hospitality expects $25.29 billion revenue in 2023, growing 7.31% by 2030. Sydney's New Year’s Eve occupancy hit 95.4% and ADR peaked at AUD1,009.10. Paris hotels saw December occupancy at 76.7%, ADR at EUR371.87. Mandarin Oriental Punta Negra opens in Mallorca in 2026, featuring 131 rooms. Whitbread's Q3 sales rose 2% to £781m, driven by Premier Inn’s performance.

3 min

Shiji Launches Reviewpro Reputation to Elevate Hotel Reviews in Japan

📝 Tokyo, Japan, January 15, 2026 — Shiji Japan launches Reviewpro Reputation, aiming to enhance guest experiences across hotels and restaurants. The tool supports over 80 review sites and 45 languages. Japan's 2025 Guest Experience Benchmark showed a GRI™ of 84.20%, improving by 0.7 points from the previous period, but below Asia's average of 89.60%. Globally, Reviewpro serves 60,000 hotels, aiding in transforming feedback into actionable insights. Shiji supports over 90,000 hotels worldwide.

2 min

The OTA Market, Finally Mapped

📈 10 Minutes News released a comprehensive dataset and chart mapping OTAs globally, focusing on real reach and demand instead of market capitalisation. Hundreds of hours were spent on research and verification. Subscribers can access the full dataset for free, aiding in informed distribution decisions. The project aims to be dynamic, inviting community input via LinkedIn for updates and corrections. A submission form is underway for structured feedback and new data contributions.

3 min

Shiji Deploys Infrasys POS at Michelin Bib Gourmand Chen’s

📸 Singapore, January 12, 2026: Shiji deploys Infrasys POS at Chen’s, a Japanese Szechwan restaurant under OUE Restaurants, a MICHELIN Bib Gourmand winner (2019, 2021-2023). Wayne Teoh, Chen’s GM, notes the technology's impact on efficiency, maintaining service quality. Infrasys POS offers fast order processing, real-time updates, flexible hardware, and central reporting, supporting Shiji’s goal of enhancing the F&B sector. Chen’s, launched in 2017, is acclaimed for its Mapo Tofu with 8 distinct flavors.

1 min

Hotel Tech & AI Deep Dive With Mews Founder Richard Valtr [Sponsor Bonus]

📓 02:16 - Mews offers Property Management Systems (PMS) for hotels. 05:42 - A hotel business's three key assets are rooms, staff, and guests. 08:01 - Discussed monetization opportunities. 15:44 - AI used to build customer archetypes. 27:13 - Large Language Models (LLMs) as middleware. 33:30 - AI relies on truth. 35:38 - AI speeds up training content creation. 41:36 - Advice available for finding tech partners. 42:26 - Richard's pride in Mews' current achievements.

1 min

How We Led Digital Transformation at Mandarin Oriental by Putting Brand First – Monika Nerger

💻 Monika Nerger, former Group Global CIO at Mandarin Oriental, discusses leading a digital transformation prioritizing brand DNA over technology. Emphasizing data governance as foundational, the strategy involved cross-functional collaboration to reshape decision-making. The initiative navigated the challenges presented by the pandemic. The discussion highlights the overlooked elements of change leadership, trust, and cultural alignment.

1 min

Why Managing From Your Office is Costing You Money – Craig Poole

📚 Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, emphasizes the importance of leadership presence in hospitality. He highlights that being visible to guests, employees, and the community enhances revenue and growth. Craig discusses the “point of impact” and warns against solely managing from reports, which can create blind spots. His strategy of engaging directly with guests and staff has led to new business opportunities in his hotels.

Crestline Hotels & Resorts Assumes Management of the Hampton Inn & Suites Scottsdale at Talking Stick, Arizona

🏨 December 31, 2025, in Fairfax, Virginia: Crestline Hotels & Resorts LLC takes over management of the Hampton Inn & Suites Scottsdale at Talking Stick, Arizona. The hotel features 101 guest rooms, 676 sq. ft. meeting space, and can host up to 60 guests. Located off Loop 101, it offers easy access to attractions like Salt River Fields and Butterfly Wonderland. Amenities include Hampton Beds®, complimentary Wi-Fi, an outdoor pool, and a fitness center. The hotel is pet-friendly with onsite parking available for a fee.

Raffles London at the Owo Appoints Olivier Thomas as Managing Director

📍 December 31, 2025, London, UK: Olivier Thomas is appointed Managing Director of Raffles London at The OWO. With over 30 years of luxury hotel experience across Europe, North America, the Middle East, and North Africa, Thomas previously managed notable properties like Hôtel de Paris Monte-Carlo. Under his leadership, Raffles London, located in the historic Old War Office building, aims to enhance its reputation for elegance and sophistication.

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