Hospitality

AI has arrived in hospitality, and the industry is actively working out how to adopt and apply it. The ambition is broad, from automated rate decisions to fully autonomous commercial agents. But there's a structural question that will determine how successful AI adoption will be: is the hotel technology stack ready for AI to make joined-up commercial decisions? Most hotel systems were built to process specific process areas, so they're not designed to support the kind of complex cross-domain decisions that agentic AI needs to make. This fragmented systems landscape means considerable resources...

At a recent industry event, a commercial director from a well-known resort group said something that stuck with me: "We can tell you our RevPAR index to two decimal places. We have no idea what our spa revenue per guest should be." That gap — between knowing what good looks like and being able to manage toward it — is the central commercial challenge facing the hospitality industry right now. The case for GOPPAR (Gross Operating Profit Per Available Room) has been made extensively and convincingly. Commercial leaders understand that RevPAR only sees rooms. They also acknowledge that 32% of tot...

As hospitality evolves, hotels must streamline operations, harness data more effectively, and enhance efficiency to stay competitive. The Property Management System (PMS) is at the core of hotel management, an essential tool connecting various hotel functions. As more business shifts online and seamless digital experiences become the expectation, PMSs must integrate with internal and external systems, including POS, front desk, and housekeeping. Yet, most PMSs were built for a different era, making it difficult to support the growing web of integrations required in today's digital-first enviro...

A new kind of traveller is emerging, one who may never visit your website, click an ad, or speak to a human. Instead, they rely on their personal AI agent to plan, compare, negotiate, and book every aspect of their trip. This shift marks a seismic change in how travel is discovered and transacted, demanding a fundamental rethink of hotel technology stacks. Are hoteliers ready for this new class of guests and their digital representatives? Consider how AI-driven website traffic is already having a dramatic impact: According to Ahrefs, 63% of websites receive AI traffic, with smaller sites exper...

AI has been more of a buzzword than a business-changing reality in the hospitality industry. This is largely due to the fragmented systems used to manage different core processes. Disconnected systems and their data silos prevent a holistic view of guest behavior and make it difficult to apply AI-driven insights effectively. For hoteliers, the key to unlocking AI's full potential lies in ensuring the right foundations are laid to leverage data successfully across the business, from operational optimization to personalized guest experiences. AI has often been met with skepticism, conjuring fear...