Midweek Musings: What I’ve Observed About the Hotel Industry After 6 Months on the Job
By David Berman | July 19, 2023
About 10 days ago, I passed the 6-month mark at Hotel Interactive, which means I’ve been in this wonderful industry that same amount of time. For those who don’t know, this position as Editor-in-Chief of Hotel Interactive has been my first venture into the world of hospitality. My background is in traditional journalism, as I graduated from the University of Nebraska-Lincoln last year with degrees in journalism, marketing and advertising/public relations and started my professional career at Gannett’s Design Center as a page editor.
Since joining HI, I have learned so much about the industry and the people within it. While talking with an industry executive at a BITAC Event, they referred to my orientation into the industry as “drinking from a fire hose.” While it has maybe not been as jarring as that image suggests, they were right in the sense that this industry is complex and wide-reaching. I’m still learning a ton every day, and I imagine I’ll continue to for months and years to come.
So today, for our premium content, I wanted to try something new. I wanted to take this Wednesday to reflect on my first six months and try to give you all a few insights into the industry along the way. Here are a few things I’ve observed about the industry in the last half a year:
Technology is About to Change the Game
By listening to leaders speak in interviews or at industry events such as AAHOA or HUNTER, it’s clear that we are at an inflection point for how technology impacts the hospitality industry. Artificial intelligence and robotics are rapidly progressing, and hoteliers are trying to figure out how to adapt to optimize the present and future of hospitality.
ChatGPT is just one of many recent developments that have countless industry leaders brainstorming ways to use it. During a general session panel at AAHOA in April, Geoff Ballotti, CEO of Wyndham Hotels & Resorts, said the AI tool is “something we all need to educate ourselves on.”
“We are in the people business,” President of Franchise & Development for Sonesta International Hotels Corporation Keith Pierce said. “As the hospitality industry, we have to be thoughtful about how we implement it.”
In the next few years, I see technological advancements having huge impacts on hospitality, and how each hospitality company adapts will have ramifications.
First, the internet and mobile devices changed how people make reservations, engage with staff, order food, and more. How will AI and robotics impact the future?
Social Media is a Crucial Element that Many Miss
Here at Hotel Interactive, we’ve written a lot about the power of social media. If you haven’t already, check out some of Emin Kara’s work on the subject as part of our premium content rollout.
Social media certainly has its pros and cons; in some ways, I personally feel it can drive us apart more than bring us together. However, when used ethically and properly, it’s an extremely valuable resource for hospitality companies to connect with consumers and grow their brands. Emin has a lot more to say on the subject, so I recommend reading through his articles, but the main takeaway I have on it is that many hotel brands don’t utilize social media as well as they could be. Make sure you have a strong social media team who can use various platforms to appeal to generations old and young.
This Industry Thrives on Connection
We all know the pandemic had long-lasting impacts on each and every one of us. One of the immediate effects was the severance of in-person connection. The face-to-face meetings that drive many of the business deals in the industry couldn’t happen for months.
While I wasn’t in the industry until post-pandemic, I’ve still heard from so many people about how grateful they are to be back to normal. Hoteliers love to travel often and see their peers at other companies. The power of a handshake and a smile still goes a long, long way, especially in a world that is as divided and busy as ever.
Hospitality is Not Just the Name of the Industry
Finally, I was told by colleagues when I took the position that hospitality isn’t only the name of the industry; it also describes the nature of the people within it. Part of me thought that may be hyperbolic, but it’s been proven true in all of my dealings with industry leaders. I’ve been met with nothing but kindness from BITAC attendees, interview subjects and connections at industry events. If you are one of those folks who I’ve spoken with and made me feel welcome, I sincerely thank you.
As we continue to develop our premium content here at Hotel interactive, I hope for this to become a regular series, where I connect with you, our subscribers, to talk about what I’m noticing in the industry as somebody on the front lines of covering it. Let me know what you think in the Community Stream of Hotel Interactive, where you can interact with myself and many other members of the hospitality industry. Have a great rest of your week!
