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Automatic

2871 posts

Ordinarily extraordinary guest service

📋 Sep 26, 2025, insights reveal that guest loyalty in hotels thrives on consistent, empathetic service rather than rare, extravagant gestures. Consistency, human interaction, and empathy significantly impact guest experiences. While luxury hotels may afford lavish surprises, midscale and economy hotels benefit from focusing on small, reliable acts like warm greetings and personalized communication. Empathy is crucial in handling complaints, fostering trust and satisfaction among guests.
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TikTok’s new search insights put brands on notice

🔍 Sep 26, 2025, TikTok has transformed from entertainment to a search hub. Two-thirds of U.S. consumers use social platforms for search, with TikTok challenging Google. Nearly 60% of Gen Z prefer TikTok for search, double the general population. 73% of TikTok users search daily; 25% within 30 seconds of opening the app. TikTok's Creator Search Insights tool highlights trends but lacks absolute volumes and competitive visibility. Brands must adapt to fragmented search behaviors across platforms.
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China braces for record golden week travel surge

🗺 Sep 26, 2025, China: Domestic travel demand surges by 30%, with Guilin, Sichuan, and Xinjiang as top destinations. Outbound travel jumps over 40%, spanning 140+ countries, aided by resumed flights and visa exemptions. Emotional fulfillment drives travel choices, with hotel searches in Xinjiang, Inner Mongolia, and Xizang up 60%. Independent travel, including self-drive tours, doubles. Russian bookings to China increase by 75%, while Belt and Road countries see a 1,000% rise in car rentals.
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Hotel automations that boost efficiency and cut errors

💻 Sep 26, 2025 - Hotel leaders are tackling rising guest expectations, staff shortages, and time pressures with 10 practical automations. AI-generated guest review responses save hours weekly, while duplicate profile cleanup enhances personalization. Automated reservation updates and financial controls minimize errors and improve billing accuracy. Fraud detection and OTA processing boost efficiency, reduce stress, and protect revenue. Implementing even one or two of these solutions can enhance profitability and free staff for guest service.
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Rethinking hotel distribution through dynamic budgeting

🏨 Sep 26, 2025, the debate on hotel distribution emphasizes moving beyond OTA commission comparisons. OTAs spend billions on marketing, overshadowing hotel budgets. The "Dynamic Budgeting" model advises proportional, flexible investment based on property lifecycle, prioritizing new properties. The goal is to reclaim guest ownership by viewing acquisition costs as long-term, strategic investments, not short-term expenses. New KPIs should focus on visibility, direct channel strength, and guest lifetime value over traditional metrics like occupancy or ADR.
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  • 1 min

Airbnb drops category search

🏠 Sep 26, 2025: Airbnb has retired its Category search, a 2022 feature, to focus on Homes, Experiences, and Services. This strategic shift aims to broaden its offerings beyond rentals. Rival platforms like Booking and Expedia did not adopt the feature, prioritizing traditional search methods for higher conversions. Although Airbnb intended to inspire flexible travel, the feature's practical utility was limited. Hosts reported mixed outcomes, with some experiencing fewer bookings or poor placement.
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  • 4 min

Beyond the Front Desk: How Cloud, Mobility, and AI Are Redefining Hospitality

📱 2025, hotel industry, tech convergence. Cloud technology, AI, and mobile tools revolutionize hospitality. Mobile devices, like iPads, replace fixed workstations, enhancing guest interactions. Cloud-based PMS and POS platforms become essential, ensuring accessibility and innovation. AI offers 10-20% efficiency gains but demands modern infrastructure. Prioritize cloud-based systems and empower staff with mobile tools. AI should enhance, not replace, personal service. Aim for improved guest experiences over cost-cutting. Luxury brands lead by example; focus on experiential differentiation.
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Marriott launches Series brand in the US

🏨 Sep 25, 2025, Marriott and Hawkins Way Capital are converting five Found Hotels in Chicago, Miami, Santa Monica, San Francisco, and San Diego to Series by Marriott. Rising construction costs drive this conversion-friendly model, maintaining boutique character while integrating with Marriott Bonvoy. This aligns with traveler demand for unique hotels and reflects competition from Hyatt and Hilton. Marriott eyes further U.S. expansion in urban and secondary cities within upscale segments.
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Marriott launches Series brand in the US

🏨 Sep 25, 2025, Marriott announced five property conversions in the U.S. under its new Series by Marriott brand, partnering with Hawkins Way Capital to rebrand Found Hotels in Chicago, Miami, Santa Monica, San Francisco, and San Diego. Marriott aims to provide flexible branding amidst rising construction costs. The brand offers boutique character while benefiting from Marriott Bonvoy. Competitors like Hyatt's Unscripted and Hilton's Curio respond similarly. Future expansion targets urban and secondary U.S. cities.
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Ai-powered cyberattacks put hotel guests at risk

💡 Sep 25, 2025, Cybersecurity experts at Kaspersky reveal that RevengeHotels, active since 2015, have launched AI-enhanced phishing attacks on hotels between June and August 2025. The attacks target hotel staff with realistic-looking emails, installing malware like VenomRAT to access sensitive guest information. Previously focused on Brazil, the threat now extends to Africa, including South Africa, Kenya, and Nigeria. Hotels face significant risks, including guest trust loss, regulatory fines, and operational disruptions. Kaspersky advises staff training, enhanced email security, and deploying advanced security tools.
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