Hospitality Innovation in Action
Welcome to the first “Hospitality Innovation In Action” column, a new recurring series dedicated to exploring innovations making real differences in hospitality operations. Our mission is to arm resort professionals with thought-provoking, information-rich content that bridges innovation and practical implementation. Each issue will inspire through real-life examples and inform with actionable advice to help you make strategic decisions about innovation in your hospitality business.
We’ll explore how innovation enhances guest experiences and operational excellence across the industry. Throughout the year, this column will cover key topics including:
The hospitality technology landscape is evolving rapidly with innovations that enhance both guest experiences and operational efficiency. Properties of all sizes now have access to sophisticated solutions that were once exclusive to major brands.
Smart room automation has revolutionized the guest experience, with mobile check-in, keyless entry, and voice-activated room controls becoming standard expectations. These technologies not only delight guests but also streamline operations by reducing front desk congestion and allowing staff to focus on more personalized service.
AI-powered chatbots and virtual concierges are handling routine inquiries 24/7, providing instant responses to common questions about amenities, dining options, and local attractions. These digital assistants are increasingly sophisticated, capable of understanding context and personalizing recommendations based on guest preferences.
Predictive analytics tools are helping properties forecast demand with unprecedented accuracy, enabling dynamic pricing strategies that maximize revenue while maintaining competitive rates. These systems analyze historical data, market trends, and even factors like local events and weather patterns to optimize pricing in real-time.
Contactless payment and service technologies continue to evolve, with innovations like mobile ordering for in-room dining, spa services, and activities creating frictionless experiences that increase guest satisfaction and capture additional revenue.
Throughout the year, we’ll explore these innovations and more, including hospitality-specific platforms, integration solutions that connect disparate systems, and how even small properties can implement AI tools like predictive maintenance systems that identify potential equipment failures before they impact guests.
Innovation enhances hospitality—it doesn’t replace it. As both technology and traveler preferences evolve, success comes from balancing digital convenience with genuine human connection. After all, hospitality is, and always will be, about people.
We cannot discuss technology and innovation in this industry without placing humans and their experiences at the core.
Since this issue is all about excellence, I decided to include a roundup of some examples of truly unique experiences that might inspire resort operators, managers, board directors, and owners to think outside the box when it comes to unique guest experiences.
Since innovation MUST be rooted in improving the guest experience, I wanted to share some examples that have inspired me recently.
The Weekapaug Inn in Westerly, Rhode Island, has coastal charm as an elegant, high-end property that encourages connection with nature. They offer many amenities traditionally found in a higher-end resort, like fine dining and a spa, along with options for exploring the area, such as boat rides and an interactive trail throughout the property.
There are few accessories more iconic for exploring New England than Hunter Boots. However, Hunter Boots aren’t cheap. They are heavy and bulky, making them a hard choice to take up limited luggage room or purchase just for a trip. Knowing Hunter Boots are a coveted accessory that also showcases well on social media, Weekapaug Inn partnered with Hunter Boots to create a borrowing closet.
This is excellent because:
This is Hunter Boots’ only partnership with a U.S.-based resort. This should inspire other properties by demonstrating that you don’t have to be a publicly traded resort conglomerate to partner with a big brand. The same resort also partners with Volvo, making them a masterclass example of innovative partnerships.
I combed through some Reddit feeds looking for examples of inspirational amenities. One common theme I noticed: people have a strong appreciation for accommodations that acknowledge their need for power—in the form of USB and USB-C charging points.
I’m telling you, people love this. They may not rave about it publicly, but if they can walk in after a long day of travel and instantly plug in their dying devices without searching for an adapter and realizing they forgot their plug, they will avoid frustration. And since guests are unlikely to rave about a charging feature, they will unconsciously bury that frustration. If their entire trip goes smoothly, all is well. If they encounter any hiccups that merit a complaint, that initial settling-in charging frustration may add fuel to their fire.
This trend has been covered repeatedly, but it’s worth mentioning because enough comments and personal travel experiences suggest that many places are still ignoring it.
Here’s an idea: if changing your wall outlets isn’t in your budget, you can buy cheap adapters in bulk and let guests borrow them. If some guests swipe them, you aren’t out much money. Alternatively, consider treating them as a promotional cost, get branded adapters, and hand them out like pens.
I found this on Reddit and had to share it. It’s an example of how simple things can bring joy, especially our always on, but still disconnected society. Sometimes people just enjoy genuine connection. This guest enjoyed it enough to share:
“Small, rinky-dink motel in backwoods TN. Lobby had a golden retriever just hanging out. On a table, there was a bowl with tennis balls in it. The bowl had a note above it that said, ‘His name is Bozo, and he loves to play fetch.’ Bozo sure did love playing fetch, and it was a really great day for both me and the dog.”
This column isn’t about one-way communication—it’s about creating a dialogue that helps all of us innovate more effectively. We want to hear about your challenges, successes, and questions. What innovations are you considering? What solutions have worked for you? What challenges are you facing? Email your thoughts and suggestions to kelley@waterwheelmarketing.com to participate in the conversation.
Hi, I’m Kelley Ellert and each month this column will be coming to you from my curious mind. I look forward to exploring ways that technology amplifies hospitality and data enriches human connection. I own a marketing company, Waterwheel Marketing, that helps businesses cultivate digital ecosystems where efforts work together, not in silos.
As a lifelong learner and curious traveler, I’m always seeking fresh perspectives on how innovation can make hospitality more remarkable. Through this column, I’ll explore practical solutions that create more time for what hospitality is all about – exceptional guest experiences.
Connect with me on LinkedIn @kelley-ellert or kelley@waterwheelmarketing.com.
Marketing Fundamentals That Impact Guest Experience We’re drowning in buzzwords, stitched together like Frankenspeak™ masterpieces,…
Vacatia Inc., the fastest-growing provider of innovative management solutions for independent timeshare resorts, has announced…
The timeshare industry is undergoing significant change with Vacatia’s acquisition of The Berkley Group and…
You might think there’s not much going on at early registration for the conference on…
ResortCom, a trusted leader in timeshare management software, financial services, and call center solutions for…
Vacation ownership resorts operate in a unique segment of the hospitality industry, requiring solid financial…
