Hotelier Perspectives

In an industry defined by rapid change and relentless competition, leadership transitions can determine whether a hospitality firm adapts or falls behind. This article unpacks how CEO turnover can become a lever for innovation, exploring who drives the boldest transformations, which organizational structures amplify or constrain them, and what these dynamics mean for boards shaping the next generation of leaders.

Across the USA, hotels are rethinking the traditional travel-size toiletries placed in every room. These small bottles have been a familiar part of the guest experience for decades, yet most guests only use a portion of what’s inside. Once opened, the bottle can’t be reused — it must be thrown away, along with any leftover product.

There’s an explosion of talk about AI in hotels, but very little actual application. Or is there? AI has been coming to hotels for a while, but not in the flashy, headline-grabbing way many expect. There won’t be a moment when a chatbot takes over the front desk or a robot manages your F&B logistics overnight. Instead, AI is creeping into every corner of hotel operations in small, incremental ways. Quietly. Invisibly. Often without anyone calling it AI at all.

We’ve heard this promise before. The Internet was supposed to decentralize travel. Then came social media, metasearch, and the so-called “sharing economy.” Each new wave arrived with the same story: this time, hotels will finally connect directly with their guests again.

As digital screens and contactless service exchanges continue to become mainstream, the heart of hospitality remains deeply human.

Guests used to tell us when something went wrong. They complained at the desk. They called from the room. They filled out comment cards with neat handwriting and detailed grievances. Even if the stay was less than perfect, they gave the hotel a fair chance to fix it before passing judgment. That era is over. Something fundamental has shifted not loudly, but silently, and most hotels still haven’t caught up.

As online bookings increase, the number of reservations inquiry calls decreases over time. Yet when you spend time at a busy front desk or in the reservations office, the calls continue to ring. Why? Many of those who book online still call the hotel directly to reconfirm their booking, especially if they originally booked at a third-party OTA website. Inbound reconfirmation calls occur more frequently at upscale hotels and destination resorts, where travelers are typically celebrating special occasions, traveling with large parties, and/or flying to their destinations. However, they also happen surprisingly often at all hotel types, including focused service.

The hospitality industry is at a crossroads. On one side are the hotels that built this industry. Independently owned properties shaped by history, family, creativity, and a genuine love of hosting people. On the other side is a fast growing wave of corporate concepts dressed up to look boutique. They are designed to feel local even though they are produced at scale. They aim to mimic the magic of independent hotels but cannot replicate the soul.

Despite global economic pressures, both business and leisure travel continue to grow, with global tourism rising five percent in the first six months of 2025. Amidst that growth, the sector is becoming increasingly competitive as more destinations seek to boost their economies and create jobs through tourism.

If your hotel’s top-line revenue is stalling or declining, you should consider ways to increase the other line items.