TECHNOLOGY
AUTOMATION VS . EMPLOYEES
Backend automation has brought operational savings , but there ’ s debate about how hospitality brands should deploy customer-facing technologies like AI . “ Make sure ( automation ) maps to customer desires and the customer journey ,” says CitizenM ’ s COO , who declares brands too often gravitate to gadgetry without asking fundamental questions .
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SALES & MARKETING
BRANDED YACHTS SET SAIL
More hospitality companies are investing in branded boats . How do hotel brands stand up once the guest has left the experience of the property ? “ In a sense , they ’ re filling a gap that the ultra-luxury lines have given up ,” says , a professor and expert on the cruise ship industry . Here ’ s how some companies are seizing the helm .
DEPARTMENTS
9 EDITOR ’ S DIARY It ’ s about trust
12 TRENDING
• Hotelier of the World
• Hacking the future
• Oxford Capital
32 FOOD & BEVERAGE
Operational sustainability
57 SUPPLYLINE
60 PRODUCTS
20 PERSONALITIES
• Sir Rocco Forte
• Mia Kyricos , Hyatt Hotels
2 hotelsmag . com January / February 2019