Innovation

💻 Traditional hotel booking systems are outdated. Guests face cognitive overload from options—prices, locations, amenities—and conflicting data. Agentic AI offers a solution by acting as a digital concierge, engaging in real-time conversations, simplifying choices, and enhancing personalization. For AI to be effective, it must be integrated with hotel systems like CRS, booking engines, and CRM. This innovation, led by Andrew McGregor’s division at The Access Group, aims to boost guest satisfaction and loyalty.

💻 Geoff Ballotti, CEO of Wyndham Hotels & Resorts, led discussions at the Global Conference in Las Vegas on May 20, highlighting tech upgrades like Wyndham Connect PLUS. Initially launched in July 2024, the platform now integrates AI to enhance guest experiences and increase profits. Key features include AI-powered voice agents, direct messaging, and QR code check-ins. Wyndham's growth strategy includes new initiatives, with 254,000 rooms in the pipeline and 14,800 rooms opened recently.

📈 Radisson Hotels' RADFEST highlighted AI's role in hotel personalization, emphasizing the importance of guest data, such as reviews and surveys, to enhance personalized experiences. Effective AI-driven personalization requires high-quality, structured data and seamless tech ecosystems. Automation can enhance authenticity by using real-time feedback for genuine guest connections. The focus is shifting from demographics to real-time context, enabling tailored content distribution across digital channels. Success relies on integrating guest insights into hotel systems for actionable content strategies.

💻 LONDON, 21 May 2025 – RMS partners with Breezeway to integrate property care and operations within RMS’s platform. This integration automates tasks, saving users approximately 40 hours/month and increasing revenues by $20,000 annually. Breezeway’s tools include AI messaging, scheduling, and inventory monitoring. RMS serves over 7,000 businesses in 70 countries. CEOs Adam Seskis and Jeremy Gall emphasize enhanced efficiency and guest experience through this partnership.

🍴 Emma Watson, Petr Raba, and Nicola Lee will lead a discussion with moderator Sameer Seth on rethinking hotel F&B. The focus is on enhancing hotel reputation through food and beverage offerings. The session explores how independent venues excel, what hotels can learn, and the potential competitive advantages hotels can leverage to innovate despite corporate restrictions. The shift emphasizes F&B as a key factor in hotel satisfaction, impacting guest loyalty and recommendations.

🏨 Today, hospitality innovation is transforming through leadership and culture rather than technology. Schools like Glion's Executive Master program challenge leaders to rethink management styles. Embracing creativity and psychological safety, leaders must unlearn outdated habits and adapt to market changes. While tech like AI and blockchain plays a role, human connection remains vital. The hospitality sector must focus on creating environments where tech enhances human interaction, addressing labor shortages and evolving guest needs.

💳 Enhanced PayPal integration with eviivo's property management system boosts hospitality bookings by 62%. Businesses can now access PayPal’s full card processing, Advanced Checkout, and options like Buy Now Pay Later. This upgrade enhances transaction speed and flexibility, supporting credit/debit cards, Apple Pay, and Google Pay. Eviivo simplifies the setup, allowing global travel payments in a few clicks. CFO Andy Whitehead noted the integration’s role in increasing booking value and strengthening guest trust.

📶 Travel brands are leveraging eSIM technology to transform the travel experience. By providing constant connectivity, eSIMs enable real-time engagement with travelers, enhancing in-destination experiences and fostering loyalty. This technology allows brands to send timely messages, offer relevant upsells, and gain valuable insights. Unlike traditional communication methods, eSIMs remain active and trusted, bridging the gap between booking and travel experiences, and turning connectivity from a product into a platform for personalized engagement.