Marketing & Guest Loyalty

This morning, on my way to work, I decided to pick up bagels for the office and a cup of coffee for myself. Arriving five minutes before the bagel store opened, I parked and joined the line behind three people waiting at the door. Within ten minutes, the line behind me had grown to about twenty people. With only two staff members behind the counter, the line moved slowly.

The annual NYU International Hospitality Industry Investment Conference, now in its 46th year, offers a deep dive into the current and future state of the hospitality industry. This year, I had the privilege of leading a CEO panel discussion on "Innovative hospitality concepts, new spaces for expansion."

Customers are not yet 100% comfortable with AI technology. It still makes mistakes, which is frustrating. Consider these findings from our annual customer service and CX research (sponsored by RingCentral):

Background - Google just announced it was abandoning its quest to remove support of third-party cookies in its popular browser Chrome after four years of delays to find an alternative, citing “the amount of work it would take to move away from cookies, and the amount of impact it would have across the digital ad industry.” There were also rumblings by some government authorities in the UK and EU, which were concerned that Google’s stopping its support to third-party cookies in Chrome would be anti-competitive.

Mercedes Blanco from The Hotels Network has initiated an extremely useful educational series “Reclaiming Power in Hotel Website Management.” I have already contributed my thoughts for one of the series - see the link to the video in the comments.

The global event industry was valued at approximately $890 billion (USD) in 2020 and is projected to reach more than $2 trillion (USD) by 2028.

We’ve witnessed success from hoteliers and hospitality professionals alike who prioritize a data-driven culture. Our Hotel Moment podcast dives into those success stories, and it’s from those conversations that we bring you four tips from industry leaders who have grown their business by prioritizing the data they collect.

Where did all of these robots come from? While hospitality may seem like the last place you might expect to find Artificial Intelligence, this technology has significantly impacted how hoteliers do business. While most generative AI today reacts to text prompts, it will soon rewrite the rules for hotel operations. Properties of all sizes, branded and independent alike, will benefit from automation taking over repetitive, mundane tasks — but our industry often struggles to explain how this will play out in practice.

Why does some content get so much attention? It’s all about the story! Crafting a compelling story is essential for educational institutions to capture the hearts and minds of students and parents. By harnessing the power of storytelling, you can create a strong connection with your audience and position your institution as a leader in the field.

Marriott’s new comprehensive travel management system for small and medium businesses has the potential to transform corporate travel management. Read on to know more.