Author: Admin

Oh great, another article about AI.

When traveling through Denmark, you quickly notice that the hotel experience reflects the country’s values and culture in some surprising ways:

As a conference speaker and hotel trainer, I’m always interested whenever I see the title of an article, book, or blog post that has anything to do with guest service, hospitality, or customer service in general.

Iconic destinations like Rome and London saw satisfaction soar, while others like Stockholm and Copenhagen slipped behind. Guest expectations kept climbing, even as review volumes dipped—making every review, and every response, more impactful than ever.

Canary Technologies, the award-winning global leader in hotel guest management technology, today announced that Hospitality Associates, Inc. has selected Canary’s AI Guest Messaging to modernize guest communication and elevate service across its portfolio.

Picture this: Caroline is a business traveler who has stayed at your hotel before and has left glowing reviews. On her previous trips, she has always stopped at your gift store after checkout to buy her young kids gifts. Imagine utilizing hotel guest segmentation to send Caroline an offer to bring her young kids with her to celebrate the holiday season. You list the right room options, include information about the kids’ club, and offer a spa voucher for the afternoon when kids are enjoying themselves at the club. Booking is easy.

Have you ever counted how many hours your teams spend each week copying data from one system to another, reconciling payments, or correcting reservation errors? Behind the warm welcome and seamless guest service that define hospitality, there is a less visible reality: hundreds of repetitive, time-consuming tasks that drain your staff’s energy.

Training in hospitality has never been only about tasks. It is about shaping culture, building belonging, and creating pride. In many hotels, however, the process still feels like a box-ticking exercise. New hires memorize scripts, click through online modules, and sign off on checklists. The process ends, but the learning and the loyalty never truly begin.

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 way that completely redefines the landscape. Right now, we’re seeing exactly that.

The Ascott Limited (Ascott), the wholly owned lodging business unit of CapitaLand Investment (CLI), has hit a major milestone with its Citadines portfolio surpassing 200 properties globally, driven by asset-light growth through management and franchise agreements. The upper-midscale conversion brand now comprises 205 properties and approximately 35,000 units. Of these, more than 60%, or 127 properties and about 22,200 units, are currently operational.