🏨 Marriott Hires...A Robot?

BIG STORIES

What’s Hot in Hospitality This Week

• Accor eyes digital upgrades to bypass OTAs and ramp distribution

• Google faces EU scrutiny over favoring hotels search product

• Norwegian startup accelerates architectural 3D rendering using AI

• Amadeus report finds 54% of business travelers would let AI book on their behalf

• HotelTonight launches new perk: Earn Airbnb credit with every hotel stay

• European hotel investment surged by 62% year-on-year in 2024

TOOLS & TACTICS

Hotel Tech Tools Top Operators Swear By

1. Actabl: Turn powerful BI data into actionable insights that drive results.

2. Canary Technologies: Powerful but simple AI powered digital guest journey platform.

3. Inn-Flow: Simplify hotel finances with user-friendly accounting software solution.

4. Cloudbeds: All-in-one hotel management software at the speed of AI.

5. MeetingPackage: Streamline your group bookings with a beautiful online platform.

6. Sertifi: Simplify hotel check-ins and payments with secure digital solutions.

GOING DEEPER

1. OpenAI & Perplexity Take Aim at Google Hotels

There has never been a more powerful driver of commerce than online search (i.e. ‘Googling’ but several players are beginning to lay out their vision for the future of commerce and naturally the hotel industry is an attractive market. This week on X, Perplexity AI showcased a demo of their hotel discovery product which stands in stark contrast to OpenAI’s strategy to work through intermediary partners like Booking.com. Meanwhile despite scrapping its highly anticipated AI trip planner, Google is testing lots of changes too.

Why it matters: Hotels have always struggled when it comes to search given how hard it is to compete with the likes of advertisers like Booking and Expedia or even organic ‘competitors’ like TripAdvisor. A paradigm is emerging and while we don’t know who will come out on top, we do know who will come out on the bottom — hotel owners that don’t closely follow these rapid developments.

Key takeaway: The future of hotel search is being shaped by a battle between AI giants and agile challengers. OpenAI is focused on building tools for partners like Booking, Perplexity wants to make hotels bookable via LLM and let’s be real - Google isn’t going anywhere and has plenty of ways to fend of competition and regulatory challenges. Read more →

2. Marriott Deploys LG Robots in US Hotels

Marriott International's collaboration with LG Electronics and RobotLAB is introducing advanced robotics into hotel operations at properties in Texas and the Mid-Atlantic region. The robots will autonomously deliver room service, assist with housekeeping tasks, and provide concierge service. Robots will also be integrated with elevators and hotel systems to navigate between floors and deliver items without human intervention.

Why it matters: This initiative highlights how automation and robotics can enhance efficiency and operational resilience. As the hotel industry grapples with labor shortages, robots help fill gaps by handling repetitive tasks like deliveries and cleaning, allowing staff to focus on higher-value guest interactions. Furthermore, with 24/7 availability, service robots can improve response times for room service and housekeeping requests.

Key takeaway: Robots in hotels have historically been…well…total bologne. But as major hotel brands like Marriott seriously invest in robotics, hoteliers would be wise to take note of the companies like LG building these tools because for the first time it actually seems like they are becoming market ready. This rollout signals a shift toward tech-driven hospitality, where automation plays a crucial role in optimizing hotel management and guest services. Read more →

3. Ultra-Luxury Chain Aman Seeks $2B Investment

Aman Group plans to raise up to $2 billion from investors to support its global expansion. This funding aims to advance 23 hotel projects currently under development and to expand Aman Residences, a homes offering hotel-level amenities.

Why it matters: Aman's focus on combining high-end residential properties with hotel services reflects a trend toward offering comprehensive luxury experiences. We’ve seen explosive growth in this sector, with brands like Mandarin Oriental, Four Seasons, and Ritz-Carlton also leaning into development of ultra-premium branded residences in markets across the world.

Key takeaway: The brand’s success is built on exclusivity, loyalty, unique locations, and personalized experiences. Unlike larger luxury brands that scale rapidly, Aman maintains its elite status through careful expansion, strong direct share and limited reliance on OTAs, high-touch service, and ultra-premium pricing, all of which drive its growth and desirability for guests and investors. Read More →

AROUND THE HOTEL INDUSTRY

Other hospitality happenings this week

• The pandemic accelerated digital transformation in hospitality, driving demand for contactless tech and AI-powered operations.

• Accor partners with Spotify for AI-powered music curation in hotels’ public spaces.

• TrustYou launches AI agents to automate guest feedback analysis and enhance reputation management.

• Minor Hotels consolidates its 8 brands into one loyalty program, unveiling an upgraded booking engine and new mobile app.

• Yum Brands partners with Nvidia to integrate AI-driven automation across Taco Bell, Pizza Hut, and KFC operations.

HOTELIER SPOTLIGHT
PECR Hotels CEO on Solving the Labor Problem with Humanoids

What if a humanoid robot could revolutionize the way your hotel operates? In this episode, PECR Hotels CEO Filip Linek, the innovative owner of two family-oriented hotels in the Czech Republic, shares how he's leveraging AI technology to enhance guest experiences and streamline operations.

Key Takeaways:

• Discover how Filip is integrating a humanoid robot, named Bea, to handle administrative tasks and improve communication between staff and guests, setting a new standard for hospitality.

• Learn about the unique compensation model that ties staff salaries to guest satisfaction scores, fostering a culture of excellence and accountability.

• Explore the challenges and successes of implementing AI in a hotel setting, including the importance of human interaction in a tech-driven environment.

👉🏼 Listen to the interview on Apple Podcasts or Spotify

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