The Columns

The other night in Miami, I found myself in a position that is one of the distinct privileges of a life in hospitality. I was assisting an old friend and…

💻 In an article by Mark Fancourt, the misuse of technology to fake expertise is highlighted. This modern trend undermines genuine professional experience, treating it as a public commodity. People now prioritize polished outputs over hard-earned skills, risking the loss of true expertise. The article warns against this trend, emphasizing that real knowledge and wisdom cannot be algorithmically replaced. True expertise requires years of dedication and is essential for genuine innovation and problem-solving.

💻 Hyatt refused to pay ransom after a data breach, prioritizing reputation over customer data security. Industry applause for this stance overlooks the risk to customer data, auctioned on the dark web. Companies often suffer minimal financial impact, with fines as low as 15 cents per record, as seen in past breaches like Marriott's. The decision, deemed noble, leaves guests vulnerable to identity theft, revealing a disconnect between corporate integrity and customer protection.

💻 The new Model Context Protocol (MCP) simplifies AI interactions by reducing thousands of API connections to a single interface, enhancing efficiency and integration. However, it adds complexity and costs, as software providers will likely adopt provider-specific MCPs, creating new revenue streams through transaction fees or subscriptions. While aiming for simplicity, this approach results in a more intricate backend. Mark Fancourt questions the layers added to achieve this simplified digital future.

📣 Loyalty always was about recognition, not digital points or tiered statuses. Before card programs, genuine hospitality thrived on knowing and valuing guests. Today, many hotels swap real connection for rewards systems like Gold, Platinum, and Diamond tiers. The best hotels, however, excel without complex systems, focusing on human connections. True loyalty is built on personalized recognition, not technology. Mark Fancourt emphasizes that genuine loyalty remains profoundly analog in a tech-driven world.

💻 Quantum computing is revolutionizing security. Current supercomputers take months to crack a 10-character password; quantum computers could do it in seconds. This threatens encryption methods used in banking and government. While researchers are developing post-quantum cryptography (PQC), implementing it will be a multi-year, multi-billion-dollar process. The industry must prepare for an inevitable shift in digital security, as offensive quantum technology could soon outpace current defenses. Are you investing in this critical transition?

I’m often asked whether AI-assisted reviews are the latest semantic apocalypse for travel. I see it more modestly: they mark the end of a long-standing taboo — the one that…

🌎 2025 saw 75,000 miles of travel, highlighting tech's impact—from NVIDIA's rise to Microsoft’s 50th anniversary. AI advanced from buzzword to digital assistant. Challenges included navigating "NoHo," "One Trick Ponies," and unfriendly airlines. Despite tech's prevalence, the focus stayed on enhancing human experiences. As the year ends, we celebrate the highs, near-misses, and chaos, questioning if tech truly betters life. Stay curious in this tech-driven world!

🏨 As we look toward 2026, the hospitality industry reflects on meaningful service moments. A hotel staff member compassionately adjusted standard procedures for a grieving guest, showing empathy over automation. Another luxury resort staff discreetly acknowledged a guest's milestone birthday with a thoughtful gesture, respecting their request for no fuss. These actions highlight the essential human element in hospitality and challenge the balance between technology and genuine human connection. Season’s greetings from Mark Fancourt.

There’s a moment in The Trial when Josef K. realizes that the real nightmare isn’t the court itself—it’s the bureaucracy. Trenord took that insight and turned it into a user…