Miscellaneous

📈 Global guest satisfaction reached 86.7% in 2025, based on 40M reviews from 12,000 hotels. Shiji's report highlights a 0.5 pp increase in the Global Guest Review Index, driven by 3-star and 4-star hotel improvements. The Middle East saw the highest growth (+0.8 pp), while Asia led with an 89.4% GRI. Google reviews surged 15.7%, narrowing the gap with Booking.com. 5-star hotels achieved a 90.4% GRI, reflecting rising luxury expectations.

🏨 In 2026, Fairmont Hotels & Resorts is noted for being quieter than expected in the luxury sector, having lost its emotional connection with guests through rationalized loyalty and standardization. Instead of "world-building," the focus shifted to efficiency, causing mandatory fees and reduced flexibility. To regain relevance, Fairmont must prioritize guest experience, remove frictions, and empower teams to act as allies rather than gatekeepers.

📄 Ravi Patel, former AAHOA Chairman (1992-1993) and SREE Hotels co-founder, passed away. A native of Nadi, Fiji, Ravi moved from chemical engineering to hospitality in 1980, acquiring a motel in Florence, SC, and creating SREE Hotels. AAHOA's 20,000 members own 60% of U.S. hotels, employing over 1 million people with $51.3 billion in earnings. SREE partners include Marriott and Hilton. Ravi's contributions to AAHOA and hospitality inspire many.

📈 Leaders must focus on commercial agility amidst volatile markets. Traditional planning methods using fixed budgets, static targets, and annual strategies are now liabilities. Effective agility requires sensing market changes, interpreting key signals, and reallocating resources efficiently. Agile organizations feature shorter decision loops and cross-functional alignment. Leaders should shift to living strategies, emphasize forward signals, and prioritize value thinking. Regularly reassess market changes and assumptions to maintain adaptability. Inflexibility leads to missed opportunities and increased risks.

💳 Alma, a French installment payment company founded in 2018, has over 23,000 partner merchants, processing billions of transactions annually. Tourism contributes over 10% of their business. They partner with major companies like SNCF and KLM. Alma recently announced a partnership with Namastay to improve hotel payment systems. Installment payment options are increasingly popular, allowing flexibility for purchases of several hundred or thousand euros. This trend impacts conversion rates and basket values positively, appealing to a wide consumer base.

📈 American architecture studio SOM has designed eight trading floors for JPMorganChase's headquarters at 270 Park Avenue, Midtown Manhattan, opened in October 2025. The trading environment spans 500,000 square feet for 4,000 traders, featuring two-storey suites with a double-height atrium. The skyscraper, designed by Foster & Partners, stands at 1,388 feet, making it the sixth tallest building in NYC. The all-electric tower integrates natural light, circadian lighting, and custom sit-stand desks.

📝 Global guest satisfaction reached 86.7% in 2025 based on 40 million reviews from 12,000 hotels, revealing a 0.5 percentage point increase since 2024. Middle East (+0.8 pp), North America (+0.7 pp), and Asia (+0.6 pp) saw notable improvement. 5-star hotels achieved a GRI of 90.4%, though growth slowed. Google reviews rose 15.7%, while HolidayCheck increased 14.0%. Asia led with a GRI of 89.4%, followed by Central America at 87.1%.

📈 Aligning strategy, structure, culture, and accountability for superior customer experience is key to gaining a competitive advantage. Organizations must decentralize decision-making, empower frontline employees, and focus on customer experience as a primary value source. A well-focused strategy prioritizes a single value, aligning structure, culture, and operations. Regularly rethinking strategies helps adapt to changes, remove ambiguities, and sustain growth. Leadership should ensure every decision considers customer impact, acting as Chief Experience Officers.

✈️ Ryanair is the 5th largest carrier worldwide by passenger numbers last year, with double the passengers of easyJet and nearly the combined total of British Airways and Air France-KLM. Despite criticism, Ryanair thrives by delivering low-fare air travel effectively. The business model isn't everything; execution matters, and Ryanair excels in this aspect within the airline industry. #airtravel #airlines #airlineindustry

🏨 Miami — Nominations for the ALIS CALA Rising Star Award are open, recognizing young leaders in hospitality in the Caribbean and Latin America. Candidates must be 35 or younger, born after April 20, 1991, and have a minimum of two years of local experience. Deadline: February 27, 2026. ALIS CALA will be held on April 28-30, 2026, in Coral Gables, Florida. Over 550 delegates from 35+ countries attended the previous event. Northstar Travel Group and The BHN Group organize the conference.