As a business consultant and a professional deeply rooted in the hospitality industry, I’ve always had an affinity for transformation—seeking out new ideas that redefine how we connect, serve and grow. It’s what drove me to attend Destination AI – The Future of AI in Hospitality is Already Here in Washington, DC. What I found there was both thrilling and overwhelming: a glimpse into how Artificial Intelligence (AI) is not just a distant promise, but a present reality reshaping our industry.
This blog marks the start of a 5-part series, diving deep into the intersection of AI and hospitality. I’ll explore how AI is changing the landscape for not just large resorts, but also short-term rentals (STRs), marinas and campgrounds—the spaces that I work with and the spaces that hold so much potential for reinvention.
But first, let’s talk about how this curiosity began.
The Spark of Curiosity: Where AI Meets Hospitality
If you know me, you know I’m passionate about leadership, strategy and the intersection of technology with real-world business. I’ve built a career exploring these ideas, from managing marinas to running short-term rental properties and even diving into innovative event planning. The more I’ve worked with diverse hospitality spaces, the more I’ve asked: How can we use technology to enhance the guest experience and streamline operations? AI, it seems, may hold some answers.
Sitting in that conference room in Washington, surrounded by industry experts and AI enthusiasts, I realized something crucial: AI is not just a buzzword or a fancy add-on; it’s an opportunity to fundamentally change how we approach hospitality. And so, my journey into understanding AI in this industry began, with curiosity as my guide.
The Panelists Who Opened My Eyes
One of the highlights of the event was the incredible lineup of panelists—thought leaders who have already been pushing the boundaries of AI in hospitality. Their insights were inspiring and their practical examples made the potential of AI feel both exciting and attainable. They were from all facets of the industry, sharing how AI is being integrated to improve guest experience, refine business operations and drive future growth.
One particularly memorable quote was from Shane O’Flarety, the Global Director for Travel at Microsoft, who said, “The real transformation of AI in hospitality is not just about efficiency—it’s about creating personalized, meaningful experiences that resonate with your guests long after their stay.” His perspective underscored that AI’s true power lies not just in what it can do for us as operators, but how it can enhance the guest experience in ways we’ve never been able to before.
This inspired me to dig deeper into how AI could bring real, actionable change to the hospitality sector, fostering an ongoing desire to learn more about what’s possible—and to share these insights with all of you.
What is AI’s Role in Hospitality Anyway?
AI is already playing a significant role across various sectors, but hospitality is one of the most exciting frontiers. We’re talking about tools that understand guest preferences before they even step on-site, predictive analytics that help us manage resources more efficiently and automation that frees up staff to focus on what really matters—creating memorable experiences.
Take large resorts, for instance. They are embracing AI-driven chatbots to answer guest questions and predictive maintenance systems to keep facilities in top shape. But it’s not just the big players who can benefit; small and medium-sized properties, STRs, marinas and even campgrounds can leverage AI to drive more personalized guest experiences, optimize their marketing and streamline their operations.
It’s clear that AI is here to stay, but the big question is how it can be practically applied across different hospitality settings. And that’s what this series aims to uncover.
Why My Curiosity Matters
I think curiosity is more than just a spark—it’s a driving force. It’s what pushed me to explore how a marina could elevate its guest experience, what makes a campground feel like a home away from home and how STR owners can use data to meet guests’ needs before they’re even voiced. With every client and every conversation, my goal has always been to unlock potential—and that’s why AI interests me.
This series will not be a deep dive into tech jargon or complex algorithms; rather, it’s an exploration. I’ll be uncovering how AI can:
- Enhance Guest Experiences: How can AI help you know your guests better than they know themselves? From personalized recommendations to predictive guest services, AI is reshaping how we interact and build relationships with our guests.
- Streamline Operations: Whether it’s a campground handling peak season demands or a marina managing boat rentals, we’ll look at how AI-driven solutions can improve operational efficiency.
- Drive Marketing & Revenue Strategies: How can we harness AI to better target guests, optimize pricing and ensure that we’re not just meeting, but exceeding expectations?
What’s Next in the Series?
Over the next few weeks, I’ll be breaking down the potential and practicality of AI in different hospitality settings, starting with the fundamental changes we’re already seeing and moving toward the exciting possibilities for the future. Here’s a glimpse of what’s to come:
- AI for Personalized Guest Experiences: From large resorts to small campgrounds, how can we use AI to tailor experiences in a way that feels personal, not just efficient?
- Operational Efficiency & AI Automation: Where does AI automation fit in your daily operations and what are the real-world benefits?
- Predictive Analytics for Better Business Decisions: How can AI help hospitality businesses make smarter, more informed decisions, from marketing to resource management?
- The Human Element: Balancing AI with Personal Touch: The challenge of keeping hospitality, well, hospitable, when technology is involved.
- Looking to the Future: AI’s Transformative Potential in Hospitality: How can we use AI not just to adapt, but to transform our industry for the better?
I am excited to take this journey and share it with you. The hospitality industry is constantly evolving and the role of AI is expanding in ways we are just beginning to understand. So let’s explore this frontier together, one insight at a time.
Until next time, let curiosity lead the way.
