Blog
On hospitality operations, leadership, and what actually works.
5 articles
A former hotel director and current researcher at CY Cergy Paris Université examines how AI is actually changing guest experience in Paris — beyond the buzzwords.
In 2014 I published research arguing that hotels should use telepresence to create more human moments. 8 out of 10 survey respondents said they'd try 'teledining'. It never happened. Here's what that tells us about technology adoption — and what the industry still gets wrong.
Twenty years in hospitality operations across four continents. The theories work — but they're not enough. What the classroom cannot give you.
Most hotels deploy AI to cut costs rather than create value. Here's why that fails, and what actually works.
Why most hospitality transformation projects fail — and it's not the strategy.