How many of your team meetings are about innovation, and how many are about making things work? It’s a pattern I see across a lot of resorts. Before issues show up clearly in reports or dashboards, they show up in how time is spent. Meetings become about coordinating,

For a long time now, I’ve been using the phrase “a universal picture of the guest.” I realize that can sound abstract, so I want to explain what I actually mean by it. A universal picture of the guest is not a single system. It’s not a dashboard. And it’s not a marketing

When every improvement depends on stitching systems and information together, progress slows no matter how good the team is. That’s not an execution issue. It’s architectural. How does this affect you and how do you fix this? Here’s how that architecture shows up in day to day

The infrastructure for AI to generate visual interfaces on the fly is being built right now. Here's what that means for hospitality. Instead of a clunky ack-and-forth conversation to book a spa appointment, imagine the agent presenting a visual interface. Photos. Pricing.

If AI can’t confidently answer on your behalf, it sends the guest elsewhere. I always find these shifts are easier to understand when I can tie them back to something I’ve experienced directly. So today I wanted to share a quick story. About ten months ago, I started working

Conversational commerce has been, and continues to reshape how guests discover, compare, and choose resorts. This isn’t just about chat interfaces or automation. It’s about how well your systems can support intent-driven discovery and decision-making inside AI-powered

Earlier this week, I shared a short post about Google’s move toward AI-generated visual interfaces and what that could mean for hospitality. At the time, I kept it brief. But given the announcement Google made shortly after at NRF around its Universal Commerce Protocol, I want

As we head into a new year, I’ve been thinking a lot about why I do the work I do. I’ve spent most of my career focused on experiences. How they’re designed. How they’re felt. How small moments add up to something people remember long after they’ve left. But the experiences

I checked into a hotel recently where nothing stood out. There was no small talk about systems. No explaining what I had already entered online. No moment where I felt like I needed to help connect the dots. The person at the desk didn’t hesitate. They didn’t bounce between

One of the hardest things to build in hospitality is memory. Not individual memory. Organizational memory. Historical memory. The ability for a place to understand who a guest is, what they value, and how they’ve engaged over time without needing to start from scratch at every

I took this picture while walking along the San Antonio River Walk. It’s a place where history and modern life don’t compete with each other. The river has been here long before the city grew up around it, shaping how people gathered, moved, and lived. Over time, the city

Had a late start to work today. I live in NY, and we got over 34 inches of snow last night. I spent a good part of my morning plowing and shoveling, and once I finally sat down with a cup of coffee, I started my usual LinkedIn scroll. I came across a post that reminded me of

Yesterday I touched briefly on what I consider the black and white portrayal of AI. The idea that it either works or it doesn’t. That it’s good or bad. And how the one variable in all of this is humans. We have to know how to use the tool. One thing that often gets overlooked

One of the most frequent frustrations we hear about AI is that it’s inconsistent. Sometimes it’s incredibly impressive. Other times, it sounds confident but still gets key moments/things wrong. This discrepancy isn't about bad models or immature technology. It comes from a

One of the most expensive mistakes I see in hospitality technology is the belief that responsibility can be outsourced. Not intentionally. And rarely out of negligence. It usually shows up as optimism. A new platform promises better personalization. A vendor claims to “handle”

When teams become the system: One of the clearest signs that understanding has been outsourced in hospitality, is how much work your team does to compensate for it. In hospitality, people are constantly filling in gaps. How many meetings have you and your team sat in just

You can work with great software. You can bring in experienced implementers. You can rely on partners for ongoing support.... But none of that replaces the need to understand what you’re actually building. In hospitality, technology only works when it’s designed around the

When conversations about AI start, the instinct is often to jump straight to tools. Which platform. Which feature. Which vendor. I usually start somewhere else. Before you introduce AI into guest-facing or operational workflows, there are a few foundational areas that matter

Most technology breakdowns don’t show up as system failures. They show up in how people work around them. These patterns are usually signals, not mistakes. What could some of thee patterns look like? #Hotel #Hospitality #Resort #LuxuyrResort #Tech #HotelTech