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  • 5 min

How technology improves hotel reception etiquette

👨 Providing an exceptional hotel reception experience is vital for guest satisfaction and can lead to repeat visits and positive reviews. Attention to detail, from cleanliness and decor to a warm smile and a personalized welcome, shapes the guest's first impression. Online reviews of the reception experience influence future bookings, emphasizing the importance of a quality welcome. Hotel technology, such as online check-in and instant messaging apps, enhances the guest experience by streamlining processes and personalizing interactions. Training staff in technology use, like property management systems and communication tools, is essential. HiJiffy offers solutions such as an AI virtual concierge and instant feedback tools to improve reception services and customer satisfaction.
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  • 2 min

Briefs: SLS opens inaugural all-inclusive resort; Le Petit Pali debuts in LA

🏖️ SLS launched its first all-inclusive resort, SLS Playa Mujeres, in Costa Mujeres, Mexico, featuring 498 rooms and suites, 18 culinary venues, a 20,000-square-foot spa, five pools, a 10,000-square-foot ballroom for up to 920 guests, and introduces SLS Elite for luxury benefits. Le Petit Pali Brentwood opened in LA by Palisociety with 25 reimagined rooms, while Pivot will manage the Royal Palm South Beach Miami, undergoing renovations in 2025. U.S. hotel industry reported a YOY occupancy decline of 3.5% to 62.6%, ADR decrease of 0.1% to $156.11, and RevPAR drop of 3.5% to $97.73, with Las Vegas leading gains and San Francisco and Washington, D.C. witnessing the steepest declines.
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  • 6 min

TrustYou “Pulse of the Industry” Q1 and Q2 2024: EMEA

🏨 In Q1 and Q2 of 2024, TrustYou analyzed hospitality metrics in EMEA, revealing trends like the adoption of Customer Data Platforms and predictive market intelligence. European hotel transactions hit a five-year high at €11.6 billion, with the UK, Spain, and France accounting for €7.8 billion. EMEA's hospitality performance scores were 86.2 in Q1 and 85.8 in Q2, surpassing the global average. Challenges included room demand, guest room maintenance impact (-6.9 points), and reliance on third-party booking platforms, where Booking Holdings holds a 71% market share. The European Accessibility Act mandates accessibility improvements by 2025. Looking ahead, Amex GBT Hotel Monitor 2025 predicts a focus on personalization, wellness, and sustainability in the hospitality industry.
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  • 12 min

The Hotel General Manager Today

🏨 Hotel General Managers (GMs) are pivotal in the hospitality industry, embodying hotel values and driving vision and operations. Modern GMs excel in communication, leadership, business acumen, and technological integration, balancing them with the human touch for exceptional guest experiences. They motivate diverse teams to provide outstanding service, understand profit generation, manage hotel operations, and leverage technology without compromising personal service. Excelling in these areas is crucial for a hotel's reputation, guest loyalty, and financial success.
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Hotel Technology Forum 2024 Preview: Winning the Customer

🚪 Alex Cisneros, Sanjay Sharma, and Conrad Riddle discuss guest experience and operational efficiency innovations in hospitality. Robert Marusi explains AI's role in customizing guest experiences at Hotel del Coronado. The 19th Annual Hotel Visionary Awards expanded to recognize hotel technology achievements. Cross-industry cybersecurity insights are explored for the hospitality sector. HTF's Lifetime Achievement Award panel shares strategic insights. Rohan Jani from Hyatt Hotels presents a case study on combating human trafficking. HTF's Startup Super Session introduces next-gen tech leaders. A workshop on AI and natural language search is led by Anna Jaffe and Connie Rheams of Mobi.
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Americans are most likely to book hotels direct

🏨 In 2025, 37% of Americans plan to book hotel stays directly, surpassing the global average of 27%. A significant 57% of those over 60 prefer direct bookings. Loyalty incentives influence 33% of Americans, 9% above the global rate. American international travel is set to rise to 51% from 43%, with Gen Z leading at 73%. Top destinations for American Gen Z include Australia (13%), France (10%), Brazil (7%), New Zealand (7%), and Canada (10%). Details from SiteMinder's Changing Traveler Report 2025, released Nov 14, 2024.
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Why robotics is a game changer for restaurants

🤖 On Nov 14, 2024, amidst labor shortages and rising costs, robotics in restaurants is poised for sustainable growth and efficiency. Robotics reduces labor costs by taking over repetitive tasks, ensures food consistency and quality, and enhances efficiency through automated frying and plating, leading to faster service and higher profits. Full details at Cayuga Hospitality Consultants.
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36 of the best hospitality podcasts to listen to in 2025

🏦 The hospitality industry's podcast scene is thriving with 36 key podcasts recommended for various professionals in 2025. "The Turndown," hosted by Cloudbeds’ VP Sebastien Leitner, is highlighted for hospitality execs and features guests like Sarah Fults (MGM Resorts) and James Lemon (Stripe). It's available on major platforms such as Apple Podcasts, Spotify, and Cloudbeds’ website. Podcasts cover themes from hotel marketing to technology, with insights for hoteliers, PR professionals, restauranteurs, investors, and real estate enthusiasts.
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Unified Office Announces EngageIQ, Its AI-Based Staff Engagement Grading Application

📅 High Hotels, a hotel management company based in Lancaster, Pennsylvania, has been collaborating with OpsTechPro (OTP), a software company, for over five years to automate workforce communications. All 13 hotels in High Hotels' portfolio use OTP's platform for various services, including housekeeping and front desk requests. The partnership aims to boost workforce performance by hundreds of percentage points within 3-5 months, with weekly progress monitoring. OTP's system tracks equipment expenses and notifies about contract renewals, and is praised for its ease of use and customization. The 2024 Lodging Technology Study highlights the importance of personalized guest experiences for loyalty, which OTP's platform supports through improved employee productivity and communication.
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How Costa Vida Drives Fresh Customer Engagement

💾 High Hotels, a Lancaster, Penn.-based hotel management company, is utilizing OpsTechPro's platform across all 13 hotels in its portfolio for workforce communications and management tasks. The partnership, over five years strong, has expanded from initial maintenance and engineering processes to include housekeeping, front desk requests, and more. The goal is to increase workforce performance by hundreds of percentage points within 3-5 months, with weekly monitoring for strategic adjustments. OpsTechPro tailors the platform to High Hotels' needs, providing ongoing training and support, aiming to enhance operational efficiency and guest loyalty.
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