Automatic, auteur/autrice sur Le 10 Minutes Hôtelier

1 min

The Most Expensive Complaint Call Is the Second One

📉 Participants in customer service workshops list complaints by frequency, revealing often-repeated issues. Organizations are encouraged to address these recurring problems to save time and resources. The exercise highlights the importance of eliminating persistent issues to increase efficiency and reduce unnecessary calls, benefiting both companies and customers. The process involves recognizing frequent complaints and finding solutions to prevent repeated customer dissatisfaction.

1 min

U.S. hotels report first full-year occupancy, RevPAR declines since 2020

🏨 Annual U.S. hotel metrics in 2025 saw changes from 2024. Occupancy fell to 62.3% (-1.2%), while the average daily rate (ADR) rose to $160.54 (+0.9%). Revenue per available room (RevPAR) dropped to $100.02 (-0.3%). New York City led with an occupancy of 84.1%, ADR of $333.71, and RevPAR of $280.71. San Francisco increased ADR by 6.0% and RevPAR by 11.8%. Houston experienced an occupancy decline of 8.6%, and Las Vegas saw ADR and RevPAR drop by 4.3% and 10.9%, respectively.

A Hidden Saboteur is the Greatest Threat to Modern Hospitality

🚧 Technical debt, once a mere inconvenience, has evolved into a strategic risk in hospitality. Legacy systems and Shadow IT create vulnerabilities, constraining AI and automation integration. As of now, hotels grapple with outdated infrastructure, hindering sustainable innovation. This issue stems from deferred upgrades and tactical integrations. Modern Property Management Systems (PMS) offer measurable gains, yet executive ownership is crucial for resilience. Addressing technical debt is no longer optional for supporting modern demands efficiently.

1 min

AHLA welcomes new members to Executive Committee, Board of Directors

📈 Marriott International Group President, U.S. & Canada Liam Brown will chair the AHLA Board of Directors in 2026, with Davidson Hospitality CEO Thom Geshay as vice chair and Summit Hotel Properties CEO Jon Stanner as secretary/treasurer. Brown will retire in June 2026, after nearly 40 years at Marriott, passing the chairmanship to Geshay. AHLA prepares for a “mega decade” of global events, aiming to highlight American hospitality.

IHG Owners Association Announces 2026 Global Board of Directors, Led by Chair Prakash Maggan

📈 Prakash Maggan, Principal & CFO of Rainmaker Hospitality, will chair the IHG Owners Association Global Board in 2026. Based in Atlanta, Maggan's leadership will guide key initiatives. With a background in law and accounting, he transformed his family's business from 8 to 29 hotels, employing over 600. Maggan has been on the Board since 2024, contributing to the Technology Committee and Americas Regional Council, focusing on collaboration and practical solutions for hotel owners.

1 min

MGM Resorts Powers Up to 100% of Daytime Las Vegas Strip Electricity with Solar

🌞 MGM Resorts International now powers 100% of its daytime electricity needs on the Las Vegas Strip with solar energy. This milestone was achieved by receiving 115 MW of solar energy and 400 megawatt-hours of battery storage from the Escape Solar and Storage Project, which began in December 2025 in Lincoln County, Nevada. MGM's renewable energy capacity more than doubled. The company also signed a 25-year power purchase agreement with Escape Solar LLC in September 2024.

1 min

Room for More: How Hospitality is Redefining What ‘Welcome’ Really Means

🏨 In 2026, the hospitality industry is transforming to prioritize inclusivity over exclusivity, offering accessible design, multilingual signage, and cultural sensitivity. Brands are focusing on making every guest feel like they belong, with an emphasis on LGBTQ+ acceptance and safety for solo female travelers. Technology, like mobile check-in, enhances the human touch without replacing it, using smart CRM integration to personalize experiences. This shift is reshaping the guest experience and leading the industry's evolution.

1 min

Room for More: How Hospitality is Redefining What ‘Welcome’ Really Means

💻 In 2026, the hospitality industry is redefining “welcome” with inclusivity and personalized experiences. Brands are embracing accessible designs, multilingual signage, and dietary accommodations to reflect diverse travelers. Safety and respect for LGBTQ+ and solo female travelers are prioritized. Tech innovations like mobile check-in enhance, not replace, human interaction, with staff informed by CRM systems. Success lies in making every guest feel they belong, rather than focusing on an “ideal” guest.

Hotel Heron, An Aparium Group Hotel, Joins Curio Collection by Hilton

🏨 Hotel Heron, known for its unique design and community ties, is transitioning to the Curio Collection by Hilton. Located in Old Town Alexandria, this 134-room hotel retains its distinct character under Aparium's management. This marks it as the second Curio Collection property in the DMV region, enhancing its neighborhood-driven ethos with Hilton's global hospitality platform.

Hotel Heron, An Aparium Group Hotel, Joins Curio Collection by Hilton

🏨 Hotel Heron, an Aparium hotel, transitions to Hilton's Curio Collection, enhancing its global reach. The announcement marks the property's evolution while maintaining its 134-room distinct character. Located in Old Town Alexandria, this is the second Curio Collection property in the DMV region. The hotel's management by Aparium continues, ensuring its community connection remains intact.

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