Innovation

💻 Lisbon, Portugal, March 23, 2026: The Hyatt Regency Vilamoura enhances guest services by implementing Infrasys POS across seven outlets, including Brasa and Lumen. This cloud-based system, integrated with Portugal fiscal systems and Adyen payments, ensures seamless service while complying with local regulations. Shiji's platform supports over 91,000 hotels globally. General Manager Javier Soler emphasizes the focus on memorable guest experiences through reliable technology.

🏨 March 22, 2026: AI's impact varies by industry. Pure software and consulting firms may struggle, as AI efficiently handles tasks like coding and data analysis. However, hospitality thrives, emphasizing human presence and experiences. Hotels will evolve into two models: budget hotels using AI and automation for efficiency, and premium hotels focusing on human touch, with AI in the back office. The key is understanding each hotel's identity and maintaining its unique value proposition in an AI-driven world.

🏨 On March 31, in London at ExCeL's Hospitality Leaders Forum, the Hospitality Tech360 session titled “Humans As Luxury: Redefining Value in an Automated Hospitality Future” will explore the impact of automation on hospitality. The talk will emphasize the strategic scarcity of human presence in an increasingly automated industry. A potential visit to the David Bowie exhibition at the V&A East Storehouse is also planned. Shoutout to Pieter Baecke, Terence Ronson, and Bruno Saragat for their contributions.

🏨 89% of travelers say personalized service affects their hotel loyalty, while 68% feel it enhances satisfaction. Segmentation is crucial for effective personalization. Hotels should identify Ideal Customer Profiles (ICP) to focus resources on high-value guests. A case study of a +200 room resort in England highlights successful segmentation across business and leisure segments. Automation and CRM systems streamline personalization without burdening staff. Segmentation ensures relevant guest experiences, boosting engagement and profitability.

📖 Mountain resorts are introducing a unique souvenir: a wooden bookmark engraved with the contours of the resort. This bookmark serves as a "save point" for guests, capturing the essence of their journey and the landscapes they experienced. Additionally, the engraved pattern can be used on wooden key cards, providing a consistent and meaningful touchpoint throughout the guest experience. This initiative aims to extend the emotional resonance of a mountain visit beyond the stay, offering a tactile memory.

📅 Atlanta to San Francisco, reflecting on the Hunter Conference this week. The organizers elevated the event, incorporating a "neighborhood" theme with diverse food, drinks, and engaging activities. The closing night featured Hunter x Graduate Hotels x Ludacris with chicken & waffles. AI in revenue management presents substantial opportunities, with tools like Claude enhancing productivity. Industry leaders stress the importance of data collection and proactive issue management. Key insights from Peachtree Group, Sonesta, and Coury Hospitality. Kudos to emcee Glenn Haussman and event leader Rachel Griffiths.

🛍 ChatGPT is developing a new shopping homepage at /shopping, although it's not live yet. Users can explore two dozen product categories, such as gifts for coffee-loving friends, with prompts like finding options under $100. This user-friendly feature mirrors Microsoft's Copilot. Expect additions like price tracking and deals. The service is called "ChatGPT Shopping, AI Shopping Assistant," enhancing product discovery without integrated checkout.