To Script or Not to Script? Shifting Trends in Hotel Service

The celebrated actress Meryl Streep once said that “acting is not about being someone different,” but rather about “finding myself in there.”

If we look into quotes about scripts and acting, we run into a lot of stuff like this — and it’s all very fascinating in the context of high stakes movie making. But what does it tell us about real life? After all, acting is rampant in the world of service-based industry — especially in the hotel business, where guest interactions are prized and valuable.

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Are Robots Taking Over Hotels?

In last week’s post, we talked about The Matrix and how the ability to see and interpret big data is the future of success in the hospitality industry. There’s another theme in that film that applies—or will soon apply—to hotels and hotel management.

Namely the rise of artificial intelligence, how it will be applied to the work we do, and how it might change the service experience for guests. Before everything went south in The Matrix, machines must have dominated the service industry and might things quite a bit easier for people. But even if robotic service is easier, would it be better?

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How well do you manage your most important assets?

There’s a lot of chatter these days about progressive work cultures. It’s easy to get lost in it. Should we be supplying our team with free organic smoothies every day? What about carwashes, guest speakers or massage therapy? Are we on the wrong side of history if our employees don’t spend half the day playing table tennis in Hawaiian shirts?

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