AI adoption hinges on our frontline associates

Good morning. Not only do we have fresh new branding but I have a bunch of fresh stories for you today:

• Strategy: Building empathy and learning for frontline workers in the age of AI and digitization

• Podcast: Why creativity matters, and how to bring it to life

• Marketing: Driving demand and loyalty in a permission-based world

• Revenue: Hotels counter uncertainty through technology and culture

• Technology: Property Management System vendors strive to enhance flexibility and functionality

Let’s jump into it…

STRATEGY

Building empathy and learning for frontline workers in the age of AI and digitization

by Derrick Gyamfi for HotelOperations.com

What’s going on: AI is evolving at breakneck speed, but in an industry where guests require the human touch, leaders need to build empathy and provide training for frontline associates to be prepared to take advantage of this technology.

In their words: “The role of technology – including AI – is as a way to augment our work. Technology can help by enabling, educating, and equipping us to do our best work. I found the best way to help people on this journey was to be an advocate for them when it came to technology. Just putting AI-powered technology in front of our associates misses the point that they may not be ready to use it yet.”

PODCAST

Why creativity matters, and how to bring it to life

with Veerle Donders on the Hospitality Daily Podcast

Veerle Donders is Concept & Brand Director at Zoku. In today’s episode, she shares why creativity matters more than ever today in hospitality - and how she helped bring creativity to life at Zoku.

In their words: “Our industry became too afraid to take risks.”

Marketing

Driving demand and loyalty in a permission-based world

by Noreen Henry and Kurt Weinsheimer for HSMAI

What’s going on: In an increasingly permission-based world, personalized marketing experiences continue to offer the opportunity to build loyalty and drive demand. Leveraging guest data and preferences effectively ensures tailored offerings that resonate with the target audience. By obtaining consent for data usage, hospitality providers can maintain trust and develop long-lasting relationships with their guests.

In their words: “Once hotel marketers build a permission-based marketing strategy, they can use the discover-plan-book framework to transform that strategy into bookings – and long-term value.”

REVENUE

Hotels counter uncertainty through technology and culture

by Digna Kolar for Hotel Business 

What’s going on: Hospitality operators and investors are caught between worrying economic trends and travelers’ persistent drive to book rooms despite rising prices. Confusion exists for many about where they should stand during the recovery process and how they can position themselves to best acclimate to future trends. The answer will consist of a mix of new technology and adjusting how it is used to measure success.

In their words: “Revenue management has officially completed its transformation into both art and science. However, the more revenue managers measure, the more they realize how many potential pressures can influence the industry—from outside and within. Fortunately, hoteliers have much to look forward to as new technology and techniques are being introduced to manage uncertainty.”

TECHNOLOGY

Property Management System vendors strive to enhance flexibility and functionality

by George Seli for Lodging Magazine

What’s going on: PMS vendors are on a mission to offer better technology than ever before by increasing their platforms’ flexibility and functionality. An emphasis today is on better integrations to help hotel operators tailor systems to their unique needs.

In their words: "Due to its role in helping to meet the labor shortage via the digitization and automation of many tasks, the PMS (property management system) has become one of the most critical tools in the hotelier’s arsenal.”