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Hotel Innovation Insights

The Newsletter for Hospitality Visionaries

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Hotel Innovation Insights Issue #10: The Universal Experience Economy

Issue #10 | Week of 10/27/2025 | The Universal Experience Economy: How Hospitality Principles Transform Every Industry From the Editor’s Desk “We run oil drilling operations, not hotels – but our worker retention problems sound exactly like your guest loyalty challenges.” This observation from an energy company COO in Houston led to one of the most transformative projects of my career. By applying hospitality-grade connectivity and experience design principles to remote drilling sites, we reduced

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Hotel Innovation Insights Issue #9: The 2026 Vendor Selection Playbook

Issue #9 | Week of 10/20/2025 | The 2026 Vendor Selection Playbook: Choosing Partners Who Deliver Five-Year Loyalty Value From the Editor’s Desk “We have the capital budget approved. Now we need to choose vendors who won’t just install technology – they’ll help us create the compound loyalty effects you described.” This comment from a hotel GM captures the challenge facing properties nationwide: How do you evaluate technology vendors not just on features and price,

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using technology at hotel front desk

Hotel Innovation Insights Issue #8: The 2026-2030 Loyalty Multiplier

Issue #8 | Week of October 13th, 2025| The 2026-2030 Loyalty Multiplier: How Today’s Technology Capital Creates Tomorrow’s Competitive Moat From the Editor’s Desk “We approved the $850K technology capital budget you recommended. Now ownership wants to know: What’s this worth in 2030?” This question perfectly captures the challenge of justifying today’s technology investments with tomorrow’s loyalty value. After presenting last week’s capital planning framework, the follow-up question is always the same: Show us the

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Hotel Innovation Insights Issue #7: The 2026 Capital Budget Challenge

Issue #7 | Week of October 6, 2025 | The 2026 Capital Budget Challenge: Strategic Planning for In-Room Technology and IT Infrastructure From the Editor’s Desk “Our 2026 capital budget planning started last month, and I’m already fighting battles over whether in-room technology is a capital expense or an operational necessity.” This frustrated comment came from a hotel GM during our conversation in Florida last week. She’s facing the same challenge I’m hearing from properties

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guests smiling and speaking with front desk attendant

Hotel Innovation Insights Issue #6: The Guest Feedback Loop

The Guest Feedback Loop: Turning Every Stay Into Competitive Intelligence From the Editor’s Desk “We’re not just collecting guest feedback anymore, we’re predicting guest needs.” This statement came from a resort general manager who has transformed how her property uses guest insights. Instead of waiting for post-stay surveys or online reviews, they’ve created a real-time feedback ecosystem that continuously improves operations while guests are still on property. The results? Guest satisfaction increased over 50% in

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Hotel Innovation Insights Issue #5: Multi-Property Mastery

Issue #5 | Week of September 22, 2025 | Multi-Property Mastery: Rolling Out Innovation Without Breaking What Works From the Editor’s Desk “We nailed it at our flagship property, but it’s been a disaster at three of our other locations.” This confession came from a regional VP managing 18 hotels across the Southeast. Their guest experience technology pilot had delivered spectacular results at their premier property -significant boosts in both guest satisfaction and revenue, [EA1] with

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Hotel Innovation Insights Issue #4: The Staff Success Formula

Issue #4 | Week of September 15th | The Staff Success Formula: When Technology Makes Your Team Unstoppable From the Editor’s Desk “The housekeeping staff actually asked for more technology training.” That sentence stopped me mid-conversation during a property visit in Orlando last week. In my many years of hospitality experience, I’d never heard housekeeping request additional technology. Usually, it’s the opposite – resistance, frustration, or polite compliance at best. But this 200-room resort had

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modern hotel interior with round reception desk and sophisticated lobby design, escalators, moving staircase, luxurious ambience, spacious and comfort, classy and chic

Hotel Innovation Insights Issue #3: Building Technology Partnerships That Actually Work

From the Editor’s Desk “We’ve been burned by technology vendors before.” I heard that exact phrase four times this week – from GMs in four major cities. Each had horror stories of overpromised solutions that under-delivered, implementations that disrupted operations for months, and partnerships that felt more like hostage situations than collaborations. After 50 years of watching technology partnerships succeed and fail spectacularly, we’ve learned that the difference isn’t usually the technology itself – it’s

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Happy Hotel Clerks Are Welcoming Professional At Counter

Hotel Innovation Insights Issue #2: The Revenue Reality of Guest Experience Technology

From the Editor’s Desk The response to last week’s inaugural issue has been overwhelming. Many replies and conversations from hoteliers who want to discuss their own “Invisible Concierge” implementations. But one question came up repeatedly: “This sounds great, but what’s the real ROI?” Fair question. After 50 years in this business, we’ve learned that innovation without financial return is just expensive experimentation. Today, I’m sharing the hard numbers behind guest experience technology – data that will

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Luxury private lobby in a hotel, Entrance and reception

Hotel Innovation Insights Issue #1: The Newsletter for Hospitality Visionaries

Hotel Innovation Insights Issue #1 | The Newsletter for Hospitality Visionaries From the Editor’s Desk Welcome to the inaugural issue of Hotel Innovation Insights – the weekly newsletter where 50 years of hospitality heritage meets tomorrow’s breakthrough thinking. I’m writing this from Houston, TX, where I just finished conversations with hotel executives who are grappling with the same question I hear everywhere: “How do we innovate without losing what makes us special?” After 30 years

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