Innovation

🔔 A 2024 Rocket Travel by Agoda and Skift study finds hotels potentially lose over 10% revenue due to poor distribution strategies. While industries like airlines and companies like Apple and Nike have mastered retailing and brand control, hotels often remain passive inventory suppliers. The article argues for hotels to become experience retailers, leveraging AI and strategic revenue management for personalized guest experiences across all services. It suggests that loyalty programs should evolve from points to lifestyle ecosystems, and hotels should manage distribution channels strategically to maintain brand integrity and maximize direct business.

🏠 Rachel Quintana achieved a major upgrade of Bar Louie's network infrastructure, improving uptime by 20% and cutting issue resolution times by 40%. Her introduction of AI-driven helpdesk solutions has reduced labor strain and increased response rates, with ticket resolution improving by 35%. Quintana, a mentor for over nine years, emphasizes mentorship's importance in her professional journey and encourages team innovation. She leads a full-scale overhaul of Bar Louie's infrastructure and connectivity, aiming for enhanced uptime and technology opportunities. Quintana was honored with the Innovator Award, recognizing her growth and efforts in the industry.

🏨 Hospitality tech management company Cloudbeds launched Cloudbeds Labs to accelerate AI-driven operations in the hospitality industry. The hub introduces Signals, the first causal AI platform for revenue and marketing optimization with 96%+ forecast accuracy up to 180 days out, and Engage, an AI voice concierge offering 24/7 multilingual support and the ability to complete voice-driven bookings. The solutions aim to tackle OTA commissions, labor costs, and improve operational efficiency and guest experience.

💸 European software company Mews launches a new Multicurrency feature to enhance payment experiences and boost hotel revenues. Available now in Europe with a global release scheduled for later this year, the feature integrates into Mews' automated payments platform, offering transparent pricing in guests' preferred currency. A beta program with over 100 hotels showed a 43% adoption rate. Hotels gain by keeping a share of conversion fees, while guests avoid hidden bank charges.

🏠 Nearly 80% (79.7%) of independent short-term rental (STR) hosts won't hire property management companies in the next year due to high costs (82.2%) and preference for control (58.4%). Over 12.5% returned to self-management after dissatisfaction with traditional management services. They value direct guest interaction (63.7%), higher profitability without management fees (54.7%), and flexibility (48.8%). Technology is crucial for 96.8% of hosts, as tools like Hospitable's software, founded in 2016, enable efficient management, with features like 90% automated guest messaging and synchronized calendars.

📍 MMGY, a renowned travel marketing agency, appointed Beth Freedman as UK Executive Vice President and Managing Director. Freedman, with senior experience in UK and USA, previously CEO of Dentsu X UK, managed over £250 million in billings. She aims to enhance MMGY's integrated marketing in the travel and tourism sector by leveraging over 40 years of proprietary audience research and innovative technologies. Her expertise in media and creative will contribute to the agency's vision and growth.

💸 Loyalty check sizes in the restaurant and c-store industries are increasing, with 50% of FSRs (Full-Service Restaurants), 44% of QSRs (Quick Service Restaurants), and 31% of convenience stores experiencing over 10% year-over-year growth, according to the 2025 Paytronix Loyalty Report. However, 12-25% of brands saw declines, and approximately a quarter witnessed stagnant check sizes. AI-enhanced data analytics, qualitative behavior feedback, and personalization are recommended to boost loyalty spend and engagement, contrasting with flat averages that may not reflect true profitability against non-loyalty members.

📝 Venita Yelley, Operations Manager at MCM Elegante Hotel and Suites, reports a 1.5-point increase in online reviews within three months of implementing a guest experience management platform. By utilizing real-time feedback mechanisms with the hotel PMS, hotels have reduced wait times by 40%, leading to higher guest satisfaction. Hotels need to adopt effective guest messaging strategies through their PMS, such as SMS, to meet guests' communication preferences. Maintaining consistent operations and listening to guest feedback are crucial for hotel success and differentiation in the market.