Category: Recent News

The hospitality industry has a dangerous habit of gazing out the window while the house is leaking heat—and money. We are collectively obsessed with external wars: the battle for the customer interface, the fight for direct bookings, and now, the panic over the “AI Browser.”

In this month’s webcast, Doug presents his “Value Pyramid” sales model, which he uses in his training workshops for both transient and group/event sales staff to show participants how to move beyond renting “space and time.”

Amano Hotels has successfully deployed Flexkeeping’s Automated Services and Automated Cleanings tools across its portfolio of EU and UK properties. Embracing a modern, self-service guest experience with no traditional reception desks, Amano chose Flexkeeping to streamline operations, control quality, and support its commitment to sustainability.

As sustainability moves from a “nice-to-have” to a core expectation, some of the most innovative hotels and resorts are proving that green design can be deeply cultural, artistic, and locally rooted.

Travel Media plays a key role in shaping how travel experiences are discovered and promoted in today’s digital landscape. With more than 15 years’ experience in the hospitality industry, most recently as Managing Director at Accenture Song, Dan brings a wealth of expertise to continue to drive digital transformation within Amadeus Travel Media.

Tambourine, the global leader in hospitality marketing technology, today announced Presto, the latest upgrade to its hotel and destination content management system, Symphony. With Presto, Tambourine introduces a powerful new front-end editor with built-in AI-assisted text editing that makes website updates faster, easier, and with guaranteed content quality.

The hospitality industry is entering 2026 at a crossroads. Owners and operators are facing a landscape shaped by tightened capital markets, shifting guest expectations, wage escalations, and rapidly evolving technologies. These forces are rewriting the rules of how hotels are led, structured, and staffed. And, they’re redefining what it means to be an effective senior executive.

In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results in a customer who has confidence to keep doing business with you. I created a metric, the Customer Confidence Score (CCS), to measure how much a customer trusts you. So, let’s say the customer gives you a 10 on a scale of 1-10. Why do they give you that perfect score? Here are ten reasons why:

Point A Hotel’s Shoreditch hotel has embarked on a full refurbishment, marking the next step in the evolution of the brand’s signature design and guest experience.

Google is preparing to introduce agentic AI tools that can actually book hotels and flights directly within its AI Mode search experience, moving beyond simple trip inspiration and information. Working closely with major hotel and OTA partners like Booking.com, Expedia, Marriott, IHG and Choice, Google aims to deliver more automated, confidence-building booking flows, although no launch date has been set. This push comes as tech giants and leading travel players race to deploy agentic AI, with analysts predicting mature, fully agentic booking experiences within the next two years. While Google already uses AI Mode to handle restaurant, ticketing and appointment bookings, the business model for monetising agentic AI in travel remains unsettled, even as new tools like Canvas offer increasingly powerful, conversational trip-planning capabilities.