Blog
On hospitality operations, leadership, and what actually works.
8 articles
A former hotel director and hospitality lecturer examines how AI is actually changing guest experience in Paris — beyond the buzzwords.
In 2014 I published research arguing that hotels should use telepresence to create more human moments. 8 out of 10 survey respondents said they'd try 'teledining'. It never happened. Here's what that tells us about technology adoption — and what the industry still gets wrong.
From a Westin in Santiago to a Sofitel in Hanoi, I've led operations on four continents. The same mistakes appear everywhere — and they're not what most people think.
After accumulating 300+ AI conversations, I discovered they contained something valuable — and completely inaccessible. This is the framework I built to fix that.
Most hotels deploy AI to cut costs rather than create value. Here's why that fails, and what actually works.
Most hotel AI pilots fail not because the technology is wrong, but because they skip the operational foundation. Here's what I've seen work — and what quietly gets abandoned.
High turnover, low review scores, and missed budgets rarely have obvious causes. After 20 years in luxury hotel operations, here's what I've learned to look for first.
Why most hospitality transformation projects fail — and it's not the strategy.