Hospitality Daily is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences.
Today, we’re learning from Michael Levie, co-founder of citizenM.
The Big Idea: Getting different results requires a different way of operating.
Michael explains how every element of citizenM’s operations—from the way employees (“ambassadors”) enter the building to the design of organizational structures to leveraging technology as a true enabler—is thoughtfully crafted to deliver the exceptional hospitality that established the company as an industry leader two decades ago and keeps it at the forefront today.
Give Me An Example: Michael answered this question from Steve Browne:
“On our cash registers, you will find a button that says ‘random act of kindness.’ So whatever that random act of kindness is, we ring up, whether it is a beer or coffee or anything else that we need to do. When we say our ambassadors are accountable and need to have the freedom to give that service to the guest, there cannot be a restriction. So if you have an issue and I go like, wait a minute, I need to talk to my boss, that's not going to go over real well. They need to be responsible. So they have zero limit. There are no limits of what they can do. They're accountable. And in all my experience, it's never an issue. As a matter of fact, they give away not even a tenth of what happens in other hotels. It's because of the human connection and that comfort and that feeling of being home.”
Why It Matters: If you operate like everyone else, you’ll get results like everyone else. You won’t stand out and win.
In 99% of [hotels], employees walk in next to the garbage, through the back loading dock. They clock in because we tell them we don't trust you, right? Because for our administrative systems, we need to know when you arrive and when you leave. Then we put them in some horrible polyester outfits, put their heads into computers in front of the guests and say, ‘Be personal.’ Good luck!
Want more? Listen to Michael talk more about this today on the Hospitality Daily Podcast (available on Spotify or Apple Podcasts)
Today’s Takeaway: Think about whether the way you’re operating really supports your vision of hospitality.
Think Ahead: What changes could you make to your operations to deliver a fundamentally better type of hospitality? Consider how rethinking your people strategy, guest journey, and systems might unlock new opportunities and drive better results.
Scroll down for more resources to help you with this…
A MESSAGE FROM SHIJI GROUP
Watch Now: The Future of Hotel Tech - Integration, AI, and Guest Experience
Just like you aim to deliver seamless guest experiences, your technology stack should work effortlessly behind the scenes. But are your systems working together as efficiently as they could?
Learn from industry experts from Pro-Invest Group, Pertlink, and Shiji Group as they reveal:
Why the “ultimate tech stack” looks different for every hotel
How to balance AI innovation with practical implementation
What successful hotels are doing to measure the effectiveness of technology
Whether you're evaluating your current systems or planning future technology investments, this candid discussion will help you navigate the evolving landscape of hotel technology.
If you enjoyed today’s story, you may also find these helpful:
A MESSAGE FROM JOSIAH
Discover How AI is Being Used in Hospitality Today
AI has quickly become one of the most transformative forces in our world. But what does that mean for you and your work in hospitality?
To answer that question, I’m gathering input from professionals across the hospitality industry and would really appreciate your participation. In exchange, I’ll send you an exclusive summary of what I find in the study. These insights will enable you to compare your experiences with others in hospitality and uncover practical ways to use AI in your work and business in 2025.
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Thank you for reading.
-Josiah
