Hospitality AI Needs More Than Answers: A Travel Outlook Guide to Smarter HOTEL Guest Service Why Personalization, Context, and Human Escalation Matter More Than Basic Chatbots in Hotels By John Smallwood, President of Travel Outlook At a Glance: Hotels have …
The Complexities of Empathy & Hotel AI 73% OF CONSUMERS SAY THIS ABOUT AI & THE CUSTOMER EXPERIENCE By John Smallwood, President of Travel OutlookApril 2025 In our recent article, “Cost-Effective AI Solutions for a Complex Market,” we explored how …
WHAT 67% OF GUESTS SAY ABOUT HOTEL PRODUCTS OR SERVICE RECOMMENDATIONS WHY AI STILL STRUGGLES TO PERSONALIZE – AND WHY THAT MATTERS IN HOSPITALITY By John Smallwood, President of Travel Outlook, May 2025 In the race to automate, the hospitality …
STAY FIRMLY AHEAD OF GUESTS’ WANTS AND NEEDS using Hotel AI A solution to help secure lifelong returning hotel guests By John Smallwood, President of Travel Outlook August 2022 A good hotel is always a few steps ahead of …
THE REAL IMPACT ON GUESTS WHEN HOTELS REDUCE SERVICE How high labor costs are taking a toll on the hospitality industry By John Smallwood, President of Travel Outlook May 2022 Over the last decade, labor costs have risen sharply. After …
ANTICIPATING HOTEL GUESTS’ NEEDS How Annette – the Virtual Agent – Can Help Your Hotel Handle Guests Needs as They Arise A good hotel is always a few steps ahead of its guests. Any experienced concierge will tell you that …
LANGUAGE BARRIERS IN THE HOSPITALITY INDUSTRY How to Translate The Labor Shortage The hospitality industry is obviously a global industry. Hotels connect people from all over the world and bring them together under one roof. Industry insiders understand the importance …
HOSPITALITY ON THEIR OWN TERMS Travelers Expect More, Here’s How Hotels Can Keep Up As the hospitality industry begins to step out of the shadow of the COVID Pandemic, one question remains after a year-and-a-half of uncertainty, “what do travelers …
BRAND LOYALTY SUPERSEDES CHANNEL LOYALTY Why Hoteliers Should Embrace Loyal Customers, Regardless of What Channel They Use In the hospitality industry today, convenience is everything. Given the events of the last year, there’s no reason for hoteliers to prefer their …