Innovation

This article was written by Lodging Magazine. Click here to read the original article IHG Hotels & Resorts reported its half-year 2026 results. Highlights include: Strong performance with operating profit…

EL SEGUNDO, Calif —For years, hoteliers have treated digital tipping primarily as a way to accommodate guests carrying less cash. Now, as hoteliers build their 2027 budgets, GratifID CEO Doron Dreyer says the bigger opportunity lies on the other side of the transaction: giving hotel employees faster, more convenient access to the tips they earn while helping properties compete for and retain frontline talent. The timing is significant. According to the American Hotel & Lodging Association (AHLA), more than half of hotel owners and operators surveyed in early 2026 said their properties were somewhat or severely understaffed. The same survey found that 42% cited workforce shortages as a top source of financial pressure, while 65% cited labor costs as a major concern. Hotels are responding with higher wages, flexible scheduling, discounts, and enhanced benefits to attract and retain employees. At the same time, the U.S. Bureau of Labor Statistics reported a 4.3% quit rate for accommodation and food services in May 2026, well above the overall private-sector rate. For hotel operators, the question is not whether guests are ready to tip digitally, but if properties can use the tip experience itself as part of a broader strategy to improve the employee experience. Recent research from TipHaus makes the case for taking a closer look. Its June 2026 Hospitality Tip Payout Report , based on a survey of 6,787 employees across 559 organizations, found that nearly two-thirds of respondents want access to earned tips on a daily basis. Separately, 64% percent said they would choose Earned Tip Access when offered, while 65% of employees who do not currently receive tips daily said they want that option. The report also found that demand for digital access extends beyond employees who are currently waiting for payday. Among surveyed employees, 66% of those already receiving cash tips daily, 68% of those using a pay card, and 68% of those receiving daily direct deposits said they wanted Earned Tip Access. “Hoteliers have spent years asking how technology can make the guest experience better,” Dreyer said. “The next question is how technology can make the employee experience better. Digital tipping connects those two objectives. When guests have an easier way to recognize great service, employees have a better opportunity to earn tips, and when employees can access those tips quickly and transparently, hotels have another tool to strengthen the employment experience.” For hoteliers building their 2027 technology and workforce budgets, GratifID offers five reasons to make digital tipping part of the conversation: 1. Daily access to tips can become a meaningful retention benefit. Hotel employees increasingly live in a financial world where money moves instantly. Waiting days or weeks to access tips earned from a completed shift can feel increasingly out of step with that reality. The TipHaus research found that approximately two-thirds of surveyed hospitality employees preferred access to a modern daily payout option, with financial convenience cited as the leading reason. That matters in hotels because retention is already expensive. An AHLA and Actabl

IRIS , the global leader in digital guest experience and mobile ordering solutions for hotels, has been chosen by The Ava Hotel Paso Robles, Curio Collection by Hilton , to transform the guest experience with the deployment of its Hilton-approved Mobile Ordering and Digital Guest Directory platform. Having opened in August 2025, the contemporary lifestyle hotel has quickly established itself as one of Paso Robles' premier destinations, combining modern Californian hospitality with the region's renowned wine culture. Featuring stylish guestrooms, multiple food and beverage venues, a rooftop pool and close partnerships with some of California's leading wineries, The Ava Hotel continually looks for innovative ways to enhance the guest journey while operating more efficiently. The hotel selected IRIS to support its vision of delivering a more digital-first guest experience while simplifying food and beverage operations. Fully integrated with Toast POS, the IRIS Mobile Ordering platform enables guests to browse menus, order food and beverages for in-room dining and poolside service directly from their own mobile device, while also providing instant access to hotel information, amenities, local recommendations and curated experiences through an intuitive Digital Guest Directory . "We wanted a solution that would simplify room service while delivering the seamless digital experience guests increasingly expect. IRIS allows us to streamline ordering, reduce manual processes and make it easier for guests to access hotel amenities and services from their own device,” said Brandon Trowbridge, director of hospitality operations at The Ava Hotel. "The Guest Directory is much more than somewhere to store information. We're continually evolving it with seasonal promotions, local winery partnerships, events and recommendations, helping guests can discover experiences they may never have known about during a busy check-in.” The implementation eliminates reliance on traditional phone-based room service ordering, allowing orders to flow directly into the kitchen while reducing manual administration for front desk and food and beverage teams. Guests can also order poolside from their mobile devices, including during quieter weekday periods when the pool restaurant is not staffed. This creates new opportunities to drive food and beverage revenue while delivering a seamless guest experience without increasing labour costs. By digitising the ordering journey, the hotel expects to improve service speed, reduce pressure on front desk and restaurant teams and create new opportunities to increase average transaction values through visually rich digital menus, personalised upselling and guest self-service. The Digital Guest Directory is also becoming a central communication hub for the hotel, showcasing local winery partnerships, seasonal events, dining experiences and concierge recommendations, ensuring guests can discover everything the property and Paso Robles region have to offer at their own convenience. "The Ava Hotel Paso Robles is a fantastic example of how modern hotels are using technology to enhance both the guest experience and operational efficiency,” added Marcus Bird, Chief Revenue Officer at IRIS. “We're delighted support the team in creating a connected digital journey that evolves the guest experience, unlocks new ancillary revenue opportunities and showcases everything that makes Paso Robles such a special destination." IRIS is

SINGAPORE - Millennium Hotels and Resorts (MHR), a global hospitality leader with a portfolio spanning key destinations worldwide, has entered into a Strategic Partnership Program agreement with HXE in Singapore. The partnership combines MHR's global hospitality network with HXE's digital MICE platform to create new opportunities for corporate meetings and events while supporting the growing demand for seamless, technology-enabled event planning. The collaboration reinforces MHR's Where Business Connects proposition by strengthening the group's visibility among HXE's extensive corporate and MICE customer base. Participating MHR hotels will gain access to HXE's platform, tools and client network, while HXE will support the sales journey from lead generation and enquiry management through to follow-up, enabling hotels to focus on conversion and seamless event delivery. MHR's international portfolio of more than 145 properties across 80 destinations, combined with HXE's network of over 150,000 hotels and venues and more than 400,000 corporate clients, creates a complementary ecosystem designed to connect qualified demand with global hospitality expertise. Together, the partnership aims to improve how business events are sourced, managed and delivered while creating greater value for planners, hotels and corporate customers. China's outbound MICE sector continues to present significant commercial opportunities, as corporates and associations increasingly look for trusted hotel partners that can support their business needs across international destinations. Our partnership with HXE strengthens our ability to capture qualified demands from the leading MICE sourcing platforms, while creating an additional channel to drive meetings and events business across our global portfolio. This collaboration supports our Where Business Connects proposition by connecting high-intent planners with our hotels, meeting spaces and destination expertise, helping us convert more opportunities and deliver stronger value for our owners, partners and clients. Cinn Tan, Chief Commercial Officer, Millennium Hotels and Resorts The partnership supports MHR's broader strategy to strengthen its position within the global meetings and events ecosystem while supporting HXE's continued international expansion. By combining MHR's global hotel portfolio and destination expertise with HXE's technology platform and corporate network, both organisations aim to create a more connected, efficient and commercially effective MICE ecosystem for customers worldwide. HXE regards MHR as an agile and forward-thinking digital partner for global hotel groups amidst the rapid evolution of hotel MICE trends. The collaboration between HXE and MHR could truly initiate a seamless digital integration of MICE and hotel operations for MHR, enabling MHR hotels to be native to the complete scenarios of digital customer acquisition, service, and offline experiences. Furthermore, it enables HXE's massive corporate customer base to reach hundreds of MHR hotels across 80 major destination cities globally, such as Singapore, New York, Los Angeles, London, Paris, and Dubai, with an efficiency 5 times faster than standard international hotel and meeting sourcing methods. Liang Yang, CEO, HXE The Strategic Partnership Program will commence in August, with both organisations working together to drive qualified MICE demand across selected Millennium Hotels & Resorts properties globally while delivering greater value to meeting planners, corporate clients and hotel partners.

Singapore, 11 Aug 2026 – FCS Solutions , a cloud-native hospitality operations technology provider, today announced its integration with Salto , a global leader in smart access control solutions. The integration connects FCS1 Hospitality Operations Platform with the Salto Space smart access control platform, enabling hotels to digitize housekeeping operations through secure, keyless room access, enhancing hotel security, operational efficiency, and accountability. With the integration, Room Attendants can unlock assigned guest rooms directly from the FCS1 mobile application after a Cleaning Order (CO) is initiated. Access is automatically authorised only for the assigned room and active task, ensuring staff can enter only the guestrooms they are scheduled to service. Replacing traditional master keys with secure digital access helps hotels maintain a clear audit trail of room access. "Master keys are one of the last analog weak points in hotel security because they are difficult to track, easy to lose, and impossible to audit in real time," said Karen Bey, Vice President of Sales, FCS Solutions. "Our partnership with Salto closes that gap by giving hotel operators greater visibility and control over room access, with a clear record of who accessed which room and when." "Access should be intelligent, secure and seamlessly integrated into daily hotel operations," said Winston Ng, Regional Manager, Strategic & Enterprise Accounts, Salto. "By partnering with FCS Solutions, we're extending that intelligence into one of the hospitality industry's most widely used operations workflows. A lock is no longer just a lock. It becomes part of a hotel's real-time operational ecosystem. Housekeeping teams gain faster, secure access, while operators benefit from the visibility, accountability, and audit trail that traditional master keys cannot provide.” This collaboration reinforces FCS Solutions' commitment to an open hospitality platform connecting hotels with the partners and technologies that are shaping the future of hotel operations.

Picture a traveler who no longer opens ten browser tabs to plan a trip. Instead, they tell an AI assistant, "Find me a boutique hotel near the waterfront with a pool and a late checkout, under $250 a night." In seconds, the assistant shortlists a handful of properties, compares them, and increasingly, books one on the traveler's behalf. The hotels that never make that shortlist are not losing on price or on rooms. They are losing because the AI could not find them, understand them, or trust them enough to put them forward. This is the new competitive reality for hospitality. The battle is no longer only for a top spot on a results page. It is for a place in the answer an AI gives when a guest asks where to stay. The signal from retail is impossible to ignore The behavior is already shifting, and the early numbers are dramatic. According to Adobe, the number of shoppers arriving at U.S. retail sites from AI tools was roughly 47 times higher in mid-2025 than it had been a year earlier. Salesforce, studying the same holiday shopping stretch, estimated that AI and autonomous agents had a hand in about 20 percent of all orders placed online worldwide, a slice worth an estimated $67 billion. Retail is a useful preview of hospitality, because the guest journey is moving the same way: from open-ended research toward AI-assisted decisions and, ultimately, AI-completed transactions. Travel planning is exactly the kind of complex; comparison-heavy task travelers are happy to hand to an assistant. What the AI decision layer actually is Between a traveler's question and a booking, a new layer now sits in the middle. Before any hotel reaches a guest, AI systems quietly weigh four things: how relevant a property is to the request, how authoritative and credible it appears, how much the system can trust its information, and whether it is ready to be booked. That evaluation is the AI decision layer. Hotels that do not shape what happens in this layer are not simply ranked lower. They are filtered out before the guest ever sees them. Winning here means understanding how AI reaches its conclusions, then making sure your brand and each of your properties are discovered, understood, trusted, and chosen. The path is sequential. You cannot be chosen if you are not first understood, and you cannot be booked if you are not first trusted. Think of it as six stages that move a property from simply existing online to being ready for an agent to book. It is the practical route to the goal every hotel now shares - get found, be understood, and be chosen by AI. Stage 1: Get found by making your hotel machine-accessible Everything starts with access. If AI systems cannot reliably reach and read your site, nothing else in this list matters. Begin with the crawlers. The engines behind today's AI assistants, including those from Google, OpenAI, Anthropic, and Microsoft Bing, need permission to reach

Booking.com is showing up in AI search, but their AI referral traffic is still tiny. On Booking Holdings’ Q2 earnings call, CFO Ewout Steenbergen …

So Google just confirmed something that I think a lot of people in hospitality aren't fully paying attention to yet. They're testing agentic hotel …

 Introduction: The Software Illusion. It is a common scenario in the hospitality industry: an independent hotel owner invests tens of thousands of dollars in a top-tier revenue management system like…

Generative artificial intelligence is changing more than the technology used by hospitality organizations. It is changing the work performed by employees, the decisions they make, the information they need and the speed at which they are expected to respond. For hospitality leaders, this creates a training challenge that cannot be solved simply by adding an “AI awareness” course to the learning catalogue. Employees must learn how to work with GenAI while continuing to demonstrate the judgment, empathy, cultural sensitivity and service awareness on which hospitality depends. At the same time, learning and development teams must use the technology responsibly to make training more relevant, accessible and responsive to operational needs. The central question is therefore not whether GenAI belongs in employee development. It is how hospitality organizations can use it without weakening the human capabilities that shape the guest experience. Hospitality Work Will Change at the Task Level Discussions about AI often focus on whether entire jobs will disappear. A more useful way to examine its impact is to look at the individual tasks within each role. The International Labour Organization estimates that one in four workers globally is employed in an occupation with some exposure to GenAI. However, it concludes that most affected jobs are more likely to be transformed than eliminated because human contribution will remain necessary. This distinction is particularly relevant to hospitality. A front-desk employee may use AI to summarize a guest’s previous interactions, translate a message or draft a response. A revenue manager may use it to interpret market information. A human resources professional may use it to organize employee feedback. A training manager may use it to create practice scenarios or adapt learning content. Yet the employee must still decide whether the output is correct, appropriate and consistent with the situation. GenAI can recommend language, but it cannot fully understand how a tired traveller feels after a cancelled flight. It can retrieve a policy, but it may not recognize when compassion and discretion should influence how that policy is applied. It can generate options, but accountability remains with the employee and the organization. Training must therefore prepare people not only to operate AI tools, but also to evaluate, challenge and improve what those tools produce. AI Literacy Is Necessary, but It Is Not Enough Many organizations begin their AI training with tool demonstrations, prompt-writing techniques and explanations of acceptable use. These are important foundations, but they do not create operational competence on their own. Effective AI capability in hospitality has at least four dimensions. First, employees need technical literacy . They should understand what approved tools can do, how to provide useful instructions and where the technology’s limitations lie. Second, they need verification skills . GenAI can produce inaccurate, incomplete or invented information with a confident tone. Employees must know how to check outputs against trusted systems, policies and human expertise. Third, they need ethical and data awareness . Guest information, employee records, commercial data and internal procedures should not be entered into unauthorized