The Columns from our Hospitality Newsletter

I don’t see any future for e-commerce that isn’t conversational or agent-driven — and what OpenAI is building might finally push us into what I’ve been calling for years “the…

🍴 A recent dining experience in the USA highlighted the ongoing service issues, with a $750 bill and over $100 in mandatory tips yet facing poor service. Complaints include self-service tasks and rushed bills, illustrating a systemic focus on server convenience rather than customer satisfaction. Despite quality products, lackluster service undermines dining experiences. The current model treats tips as wage supplements without enhancing customer orientation, demanding a re-evaluation to prioritize genuine hospitality in the industry.

During a client call, they show me a competitor’s website.“We want something like this,” they say.I click, I scroll… and there it is — the moment the Force trembles. (If…

💰 Las Vegas is shifting its focus from tourists to locals. After a post-COVID boom, where tourists were prioritized, the city is now offering promotions like special rates and free parking to residents. Despite optimistic statements from executives, this indicates a decrease in tourist demand. The change underscores a reliance on locals, previously undervalued, to maintain business. The disconnect between public statements and promotional actions suggests challenges in the hospitality sector.

🛫 Hilton plans to add five new brands, while Radisson explains its existing ones, contributing to brand identity dilution. Major hotel chains have numerous labels: Marriott (36), Hilton (24), Accor (57), Wyndham (24), Choice (22), IHG (20), Hyatt (33), Radisson (10), Best Western (16). This results in customer confusion, prioritizing loyalty programs over distinct experiences. Regional inconsistencies exacerbate the issue. The hotel industry risks losing identity in favor of commoditization and loyalty program dominance.

Today’s personal rant: let’s finally clear up my complicated relationship with WhatsApp voice notes.Here’s my theory — voice messages are like Schrödinger’s cat. Until you open them, the person on…

🏠 Departments operate in silos, causing fragmentation in customer experiences. Revenue management, marketing, and sales each focus on separate metrics and technologies. This disjointed approach leads to brand failures when customer needs aren't seamlessly met. Although technology can connect these systems, organizational resistance and silo mentality hinder progress. True competitive advantage comes from integrating these systems, enabling holistic decision-making and proactive customer service. Mark Fancourt emphasizes breaking down barriers for a unified, efficient experience.

I’ve never been a foodie. I don’t worship chefs, and I feel zero awe when someone presents a dish like it’s some sacred relic. I eat like a kid, and…

The word “Experiences” has been cheapened. It’s plastered on every brochure, website, and PowerPoint slide, a lazy substitute for actually delivering something memorable. I see it and I’m left wondering,…

Bordeaux. Forty-two degrees in the shade. I stumble upon a café proudly calling itself “Earth-friendly” because it doesn’t use air conditioning. As if forcing people to sweat through their shirts…