Catégorie : Strategy

𝗕𝗼𝗼𝗸𝗶𝗻𝗴.𝗰𝗼𝗺’𝘀 𝗔𝗜 𝗶𝘀 𝗾𝘂𝗶𝗲𝘁𝗹𝘆 𝗱𝗲𝘀𝘁𝗿𝗼𝘆𝗶𝗻𝗴 𝗽𝗿𝗼𝗽𝗲𝗿𝘁𝗶𝗲𝘀 𝘁𝗵𝗮𝘁 𝗱𝗼𝗻’𝘁 𝗮𝗱𝗮𝗽𝘁. 𝗛𝗲𝗿𝗲’𝘀 𝘄𝗵𝗮𝘁’𝘀 𝗿𝗲𝗮𝗹𝗹𝘆 𝗵𝗮𝗽𝗽𝗲𝗻𝗶𝗻𝗴. Most property managers haven’t realized it yet, but Booking.com just changed the entire game. In October 2025, they launched Smart Messenger and Auto Reply. The pitch? AI generates instant responses to guest inquiries. Sounds convenient. But here’s the part they’re not advertising:…

To start off the year and to follow up on my article « Can We Please Not Say Hybrid, Please? » from the 2026 Hospitality Yearbook I sat with Josiah Mackenzie again for the Hospitality Daily podcast – Exploring why hybrid is an interregnum when we need transformation, how it’s just the reign of hyper-specialization continued: defunct…

Perfection Isn’t Luxury. Recovery Is. In luxury hospitality, perfection is a myth. The wrong dish will arrive. A room won’t be ready. Something will be missed. What separates good brands from great ones isn’t avoiding mistakes. It’s how they respond when things go wrong. There’s a concept called the Service Recovery Paradox. A guest whose…

The brand is sold, the #tech is integrated, and a new star is rising… 🏨✨ If you’re wondering what #HotelOperations will actually look like in the next few years, Lennert De Jong is already there, blueprint in hand. 🫡 In the latest SMACK episode, Florian sits down with the CEO of Another Star (and ex-citizenM…

My old reporter’s instinct is kicking in, and I have lots of questions about what’s going on over at Airbnb for Hotels. It’s looking like Airbnb both as a partner and a competitor are going to be growing storylines this year. We will see a push by Airbnb to partner with as many hotel brands…

« Doomsday Trolley » Most hotels have manuals on “what to do when systems go down” — power outages, network failures, major tech glitches. But manuals don’t help much when chaos actually hits. Just a thought that crossed my mind today What if hotels had a “Doomsday Trolley”? A mobile, ready-to-deploy setup with: UPS-powered POS/PC/tablets and a…

It’s 6:42 a.m. Night audit has just closed. Three early arrivals are already waiting by the entrance. Housekeeping is short-staffed… again. Revenue has quietly oversold the hotel by four rooms. At the front desk, someone is smiling. This is the moment when theory ends and hospitality begins. The Department Where Everything Eventually Arrives Front Office…

“In an AI discovery world, where Google, OpenAI, and chat interfaces can search across everything, the concierge layer forms above platforms, not inside them. Hotels, boutique inns, Vrbo, Booking.com, and direct-booked homes all sit in the same answer space. The listings get more comparable.” “Airbnb can innovate on the interface: discovery, booking, messaging, policies, payments,…