Hotel Operations

💰 Russ Lemmer, CEO of Austin-based fintech Grazzy, saw a rise in e-tipping software interest in 2023, after a low kinetic energy phase. Grazzy, which developed an e-tipping platform in 2021 approved by Marriott, Hyatt, Hilton, and IHG, notes digital tips average $10, outperforming the average $6 cash tip. E-tipping advantages include enhanced guest experience, with 88% of hotel guests desiring to tip but lacking cash in the past two years, increased employee compensation, tip transparency, morale boosts, promoting guest feedback, and convenient tax reporting.

💻 Martin Soler, a fractional CMO and co-founder of 10minutes.news, Europe's most-read hotel newsletter, discusses hotel tech priorities from a C-level perspective, underlining the need for cloud-based systems to enhance guest experiences. He notes that non-cloud PMS solutions hinder tech evolution in guest services. Soler also addresses the potential of using travel influencers to boost off-season hotel demand, the growing need for flexible workspaces in hotels, and the importance of creativity in hotel marketing. Additionally, he suggests that buy-now-pay-later (BNPL) models, successful in e-commerce, could benefit the hotel industry. Soler emphasizes the tech battle between Airbnb and hotels, advising hotels to invest in digital transformations and become as convenient as Airbnb to avoid losing customers. He proposes the creation of a new role, Guest Experience Designers, to integrate technology into enhancing guest experiences without losing the human touch.

📅 Drury Hotels Company, LLC launched Meetings with More in St. Louis, Missouri, catering to small (

🎰 Palms Casino Resort utilizes Crestron technology for automation, enhancing guests' experiences with flexible digital content distribution in restaurants and precise environmental controls in suites and villas. The resort features over 40 table games, 1,300 digital games, and diverse dining options with atmosphere settings adjustable by any staff member. Casino lighting shifts with the time of day, while audio is managed through touch screens controlling individual speaker zones. Raul Daniels, VP of Event Sales & Catering, acknowledges Crestron's role in streamlining operations for a consistent guest experience.

🏡 Global Travel Collection (GTC) announces partnership with Ten Lifestyle Group to launch ‘GTC Concierge Powered by Ten’ for over 1,500 travel advisors. The service provides on-the-ground concierge experts for restaurant reservations and VIP tickets to events. Ten operates 22 international offices assisting GTC advisors. GTC President Angie Licea and Ten CEO Alex Cheatle highlight the partnership's enhancement of luxury travel services and advisor support. GTC's SVP Jason Oshiokpekhai underscores the initiative's response to evolving client demands for concierge-style services.

🍴 The Texas Restaurant Association Show ended on a Monday in San Antonio, followed by the announcement of Texas receiving its own Michelin Guide covering Dallas, Fort Worth, San Antonio, Austin, and Houston. Texas becomes the 11th North American location with a Michelin Guide, joining others such as California, New York City, and Washington, D.C. A 2019 Ernst & Young study revealed that 42% of consumers use the guide internationally, and 61% domestically for dining decisions. Michelin has rated restaurants in over 40 countries since its first guide in 1900. The Texas guide will evaluate restaurants on quality, flavor harmony, cooking techniques, chef's personality, and consistency.

🏨 Hoteliers are adopting AI for increased profits and a better guest experience, as reported by CBRE. AI is expected to streamline operations, enhance leisure time, and necessitate growth in leisure hotels. Industry consolidation may accelerate due to AI, with large data access enabling personalized pricing. Online search engines might directly sell lodging, challenging OTAs. Higher franchise fees, OTA commissions, and third-party management costs are anticipated. Amenities may become more polarized, and investment in AI could be deferred to the next upcycle. AI may replace service labor with technical labor, affecting operating costs and depreciation expenses.

📈 Dennis Nessler, Editor-in-Chief of LODGING, discussed the growing importance of data in hotel industry procurement processes with hotel executives. The dialogue included current trends, industry conditions, and future projections for the lodging procurement landscape.

🏖️ Raines added Sea Palms Resort on St. Simons Island, Georgia, to its portfolio, owned by RREAF Holdings. The resort features a golf course, the second one managed by Raines, within Woven by Raines' lifestyle division. The 121-room property offers luxury amenities such as an outdoor pool, tennis courts, fitness center, and a full-service restaurant, Sago. Sea Palms Golf Club boasts an 18-hole course and is frequented by touring professionals. Raines' managing partner, Grey Raines, anticipates success in the growing market with RREAF Holdings.

🍴 Dave McCarthy, head chef at Scott's in London's Mayfair, began his culinary career at 16 as a weekend kitchen porter. He admires chefs Anton Mossiman and Pierre Koffmann, dislikes whistling in the kitchen, and was once critically reviewed by AA Gill. His cooking style focuses on simple, classic dishes with great ingredients. McCarthy can't live without a tomato knife and favors à la carte over tasting menus. His dream last meal includes Tournedos Rossini, and his go-to fast food is Five Guys.