Josh Ramsey

🏨 Hotels today face challenges in a hybrid world shaped by post-pandemic expectations. Key failures include over-reliance on automation rather than genuine personalization, misunderstanding the importance of certainty over price, and neglecting problem resolution speed and completion. Flexibility, formerly a perk, is now a baseline expectation, while dynamic pricing awareness is growing. Successful hotels focus on removing friction and aligning promises with delivery, enhancing guest trust and satisfaction. Track resolution time and first-time resolution rates to measure success.

🏖 In anticipation of summer and a potential global recession, the travel sector is shifting focus to leisure travelers, who tend to spend less than corporate guests and are less likely to return. This focus comes amidst rising prices, posing challenges for the industry. As businesses prepare for economic shifts, reliance on leisure travel could offer some relief but may not fully compensate for the expected downturn in corporate travel.