F&B, M&E, Ancillary Revenue

All it takes is one breach. Cybersecurity represents a clear and present threat for every hotel, and the topic deserves every kilobyte of attention that it gets. But this topic, and the related one of ‘Data Sovereignty’ are often framed as defensive, trepidation-filled subject matters where hotels must act now…or else…

Hotel insurance has long been sold as a safety net for one of the world’s most unpredictable industries. But behind the polished marketing and “peace of mind” slogans lies a history riddled with fine print, exclusions, and moments where insurers protected their bottom line far more aggressively than they protected hoteliers or their guests.

Each of us remembers that one event we attended where every detail was flawlessly executed and the setting was so perfect that, in hindsight, the only word that describe it all is ‘magical’. Behind the scenes, as anyone working in hospitality knows, the crafting of a lifelong memory for attendees requires meticulous planning that starts months, or even years, ahead of the big day or multi-day conference.

Independent and boutique hotels in the U.S. face unprecedented challenges. Labor shortages continue to strain daily operations, with over 60% of hotels reporting difficulties in filling staff positions. At the same time, reliance on Online Travel Agencies (OTAs) cuts deeply into profitability, with commissions averaging 20–30% of gross bookings. For small operators, these dual pressures create an unsustainable environment.

Convention Centers have emerged as a hub of industry, commerce, culture, and architecture. Since they first marked the maps in the mid-20th-century U.S., they have become a symbol of economic progress. As the global events industry rebounds from the COVID-19 pandemic’s disruption, convention centers across the U.S. are rapidly transforming to meet the evolving expectations of today’s planners and attendees. Events are no longer just about networking and sharing information; they are full-fledged experiences, powered by smart infrastructure, flexible layouts, immersive technology, and access to vibrant urban surroundings.

Our industry is entering a phase where AI is no longer just powering chatbots or enabling precise revenue forecasts—it’s beginning to connect directly to core operational systems.

Imagine a world in which hospitality experiences are streamlined. When someone books a hotel, restaurant reservation, or event package, their preferences are known. The process is lightning fast. Their history - showing which experiences satisfied them, which disappointed them, and why - helps a human or AI agent automatically offer them extras, successfully upselling. And the customer experience (CX) is so enjoyable that they develop loyalty to the brand.

The hotel industry’s love of tradition has quietly become a silent killer of revenue. Room categorization was never questioned in the past, not because it was perfect, but because technology made alternatives impossible. What once passed as ‘best practice’ now erodes pricing power and individuality in a world transformed by technology and shifting consumer behavior.

Changing your property management system (PMS) is one of the most important – and potentially disruptive – technology decisions a hotel can make. When it goes well, you unlock efficiency, revenue and a better guest experience. When it goes wrong, it can cause operational chaos, staff frustration and costly delays.

One of the biggest changes in guest behavior is the expectation around hotel communication. In an always-on digital world, travelers expect to be able to message properties at any time of day, and to get considered responses quickly and in their own language.