Interview
95 posts
Why Simplicity Is Becoming Hospitality’s Biggest Competitive Advantage Â
Guests rarely remember the technology a hotel uses. They remember how the people made them feel. The best hotel technology isn’t the technology guests notice, it’s the technology that quietly enables employees to deliver exceptional service. …
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Hotels are no longer selling rooms. Here’s what that meansÂ
What are hotels actually selling? For a long time, the answer was straightforward. Rooms carried the business. Most of the technology investment followed, focused on distribution, pricing, and occupancy. It made sense. It was…
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Hospitality Net Interview: Natalie Kimball on Why Hotels Can’t Outspend OTAs on AI, but Can Still Win on Experience
In a recent Hospitality Net interview at HITEC 2026, Natalie Kimball, VP of Strategic Account Management for Horizon Distribution and Iceportal Content at Shiji, shared a candid perspective on how AI is reshaping hotel…
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The More Connected Hotels Become the More Human They Must Be Â
The hospitality industry is undergoing one of the most significant technological transformations in its history. Artificial intelligence, automation, connected platforms, and real-time data are reshaping how hotels operate, communicate, and make…
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An Interview with Expedia’s Lauren Cannon on How to Find Your Voice in Hospitality Distribution    Â
Hospitality distribution is complex, and for many professionals, especially those growing into leadership roles, finding the confidence to speak up can take time. Knowing what to say and how much to explain is not always straightforward. Lauren Cannon, Senior…
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A GM’s perspective on guest feedback at national scaleÂ
Most hospitality teams already have more guest data than they know what to do with. Reviews, surveys, ratings, and comments arrive every day. The real question is how quickly that…
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How a Hilton GM Uses Technology to Personalize the Guest Experience Â
Many guests arrive at a hotel carrying more than luggage. Some are dealing with delayed flights, long travel days, or the stress of coordinating business trips and family vacations. According to…
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The Hard Part of a 100+ Hotel PMS Migration Isn’t the SoftwareÂ
Shifting more than 100 hotels to a new PMS is not a straightforward technology deployment. It is an operational change carried out under time pressure, across different regions, teams, and property…
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Rethinking value creation in travel through the perspective of Mauricio PrietoÂ
In the travel industry, scale, visibility, and product breadth have traditionally been used as proxies for value. Yet, as the sector matures and customer expectations evolve, these indicators are increasingly…
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