Catégorie : Strategy
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To solve problems during challenging times, embrace imperfection
6 key steps Share this email Brought to you by Alex Panas, global leader of industries, & Axel Karlsson, global leader of functional practices and growth platforms —Alex and Axel September 2025 If you’ve ever talked with a four-year-old before, you’ve likely picked up on one common…
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Meet them in the moment: Building guest revenue up in down times
Early in my hotel operations career, I kept a sign over my desk that read, “Paralysis is the result of too many choices.” At this year’s Hotel Data Conference, as we took in the sobering news that U.S. RevPAR is down by 0.1% in 2025, those words came rushing back to me. When times are…
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I just turned up at my hotel & the lobby was completely empty. No receptionist, no hotel manager, no porter & no concierge. Welcome to the new age of self check-in… OK to be fair I wasn’t completely… | Josh Howard | 49 comments
I just turned up at my hotel & the lobby was completely empty. No receptionist, no hotel manager, no porter & no concierge. Welcome to the new age of self check-in… OK to be fair I wasn’t completely alone, as you can see in this pic there was one other guy checking in next to…
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After fifteen years spent teaching students across Europe, twenty in digital marketing, and twenty-six in hospitality, one conclusion imposes itself with brutal clarity: (almost) everything we… | Simone Puorto
After fifteen years spent teaching students across Europe, twenty in digital marketing, and twenty-six in hospitality, one conclusion imposes itself with brutal clarity: (almost) everything we thought we knew about booking funnels belongs to the past. For decades, we mapped the guest journey around those so-called micro-moments, the dreaming of the « I-want-to-get-away » moment, the planning…
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Most brands nail one thing. Maybe two if they’re lucky. But all three? Almost never. And so, they largely feel forgettable. For example, some brands are brilliant at hooking us. They get our… | Josh Lowman 🏆 | 81 comments
I once came across a brand that had everything going for it ;a great product, sleek packaging, and aggressive marketing. Yet, within a short while, the excitement around it faded. Why? Because the pricing was completely out of touch with the reality of the market. Customers loved the product, but their pockets told a different…
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A typical hotel search on Google Travel these days – Thats about 8% of the page asigned to organic listings. – What % of customers know or care what is sponsored vs organic? – There are 54 other… | Christian Watts
A typical hotel search on Google Travel these days – Thats about 8% of the page asigned to organic listings. – What % of customers know or care what is sponsored vs organic? – There are 54 other options. 1 direct, 53 OTAs, resellers and affiliates. – That’s some convenient ‘auction pressure’ if you’re Google.…
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Who is The Hotel’s Customer?
This article was co-authored by Jay Leonard, General Manager, Wyndham and Wyndham Garden Lake Buena Vista Hotels at Walt Disney World Knowing your customers is the foundation of successfully expanding your hotel business and, there are plenty of hotel customer groups requiring identification and quantification, including: The corporate transient customer segment—typically in on Tuesday, out…
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124 – People, Talent & Culture – Hospitality’s problem
I did some research into what are the main concerns of hotel chain executives recently. I wouldn’t call it scientific research but what do they talk about the most. The results are interesting, see the column. And without further ado, here’s the newsletter. PS: The most complete hotel brands chart ever made, check it out.…
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Beyond the Front Desk: How Cloud, Mobility, and AI Are Redefining Hospitality
I’ve worked in hotel tech long enough to know that most meaningful changes don’t arrive with a bang. They come in crawling in quietly, before they begin to walk. But they reshape our operations one baby step, one workflow, one guest interaction at a time. But every so often, multiple changes come together in a…
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Marriott has just hosted its first “Member’s Day”… Could it signal the future of loyalty in hospitality? Repeat customers are more valuable now than they’ve ever been. And acquiring a new one is… | Jeremy Jauncey
Marriott has just hosted its first “Member’s Day”… Could it signal the future of loyalty in hospitality? Repeat customers are more valuable now than they’ve ever been. And acquiring a new one is harder than ever. Between 2022 and 2025, Adobe found the cost to acquire new customers in travel and hospitality rose by around…