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Edition #3

In this week's roundup, I'm sharing insights that have transformed my approach to hospitality: how storytelling creates emotional connections that drive direct bookings, the game-changing potential of "invisible" AI that enhances guest experiences, and essential revenue management tools that have boosted properties' ADR by up to 25%. I've also included personal productivity strategies from Ryan Holiday and an innovative "dis-loyalty" approach that's reshaping how we think about guest retention and data collection.​​​​​​​​​​​​​​​​

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Items of Interest

That quote is by Christine Malfair, whose latest Bookings Boost newsletter exposes the hidden revenue killer lurking on most hotel websites: feature lists that make potential guests work too hard. She delivers a wake-up call about the true cost of confusion in hospitality marketing, transforming "what we offer" bullet lists into into "how you'll feel." An interesting read to share with your marketing teams.

In his latest thought-provoking article, Tom Brown, Senior Copywriter at Mews, offers a refreshing perspective on how AI is quietly transforming the hospitality landscape without the usual technological fanfare. Brown cuts through hospitality's tech-versus-tradition debate to showcase "invisible hospitality" – AI systems that anticipate and satisfy guest preferences before travelers realize what they want.

​XOTELS offers a no-nonsense guide to the top ten revenue management tools essential for modern hoteliers struggling to balance operations with profit optimization. From fundamental systems like PMS and CRM to specialized platforms for rate shopping and direct booking optimization, the article cuts through complexity to show how data-driven decision-making can replace costly gut instincts.

I've been reflecting on Ryan Holiday's latest article about decluttering life, and it's exactly what I needed to read this week. His observation that "We don't just accumulate stuff, we accumulate drag" perfectly captures how mental clutter silently saps our productivity. What I appreciate most is how he weaves Stoic philosophy into practical advice for our modern challenges. In our busy industry, his recommendation to be protective of time and eliminate pointless meetings feels especially relevant.

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Podcast/Video Worth Looking At

I really enjoyed this Hotel Moment interview with Carlo Del Mistro, Chief Digital Officer at Ennismore in London, hosted by Karen Stephens. He shared fascinating insights about their "dis-loyalty" membership program, which offers exclusive discounts across their hotel and restaurant portfolio. What struck me most were his ideas about leveraging technology and data collection to build a comprehensive understanding of guest spending and travel habits. Their approach to partnering with independent hotels that align with their brand values gave me several ideas for implementing a similar concept with my clients.

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