The Columns

I was at HEDNA the other week – the gathering of the distribution tribes – and one of the topics firmly on the table was ‘Ancillary’ revenue. Every time I…

I read: “Accor leads hospitality innovation with the launch of its ALL Accor app in ChatGPT.” And for once, I actually agree with our French cousins. In my last book,…

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…

The other day, chatting with my friend Andrzej Mateusz Wajda, we landed on something that only sounds obvious to those who haven’t quite grasped the present moment: UI is dying.…

There’s a profound misunderstanding in the modern world about what a professional actually is, and it’s enabling a new kind of crime. The investment of a career—the decades of hard-won…

I was twelve years old, wearing a pair of torn Converse All Stars (because that’s what Dee Dee Ramone would’ve wanted), and every Saturday I’d hop on bus 105 to…

I see Hyatt’s been making headlines for all the “right” reasons lately. Standing firm against the digital marauders, refusing to pay the ransom after their latest data skirmish. It sounds…

I finally figured out why the Stranger Things finale felt so underwhelming. In a recent behind-the-scenes documentary, the Duffer Brothers were shown working with three ChatGPT tabs open. Next to…

I’ve been wrestling with the idea of simplicity, and the conclusion I’ve come to is that creating it is a lot more complicated than it looks. Behold this elegant vision…

The other day, I saw some industry analysis suggesting that loyalty is about recognition. I had to suppress a laugh, mostly out of weary familiarity. The thing is, loyalty always…