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In this episode, citizenM CEO Lennert de Jong shares with our innovation correspondent, Matthias Hüttebräuker, how citizenM transformed the traditional hotel loyalty model by launching a subscription program inspired by Amazon Prime and Netflix. Lennert explains how his team developed the subscription concept during COVID, initially as a response to occupancy challenges, and how it evolved into a highly successful model, signing up more than 50,000 subscribers and continuing to grow. He discusses the strategic shift from transactional rewards toward building genuine customer relationships, how citizenM identified customer pain points to create attractive benefits, and why subscription-based loyalty offers deeper value and engagement than traditional points systems. This conversation provides practical insights for hospitality leaders seeking innovative ways to strengthen guest loyalty and drive business growth. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, citizenM CEO Lennert de Jong shares his vision with our innovation correspondent, Matthias Hüttebräuker, on how hotel technology, AI, and guest interactions are rapidly evolving. He explains why traditional hotel processes—from front desk check-ins to booking—are ripe for reinvention, detailing how citizenM is using integrated technology and AI to streamline guest experiences and remove friction. Lennert emphasizes the necessity of automating repetitive tasks to empower hospitality staff to focus on human interactions, creating personalized moments that matter. He also discusses the shifts underway in hotel discovery and distribution, driven by generative AI, and predicts significant changes in how guests find and select hotels in the near future.Also see:citizenM CEO: Why We Sold to Marriott (And What's Next) - Lennert de JongThe citizenM Founding Story (And What It Teaches Us Today) - Michael LevieWhat I've Learned Building Productive Tech Partnerships - Michael LevieAI's Impact On Our Business - Ernest Lee, citizenMResiliency & Preparing for Anything - Ernest Lee, citizenM A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
citizenM CEO Lennert de Jong joins our innovation correspondent Matthias Hüttebräuker to discuss citizenM's strategic sale to Marriott, future growth, and implications for the hotel industry. Learn how this deal accelerates global expansion, leverages Marriott's Bonvoy loyalty program, maintains citizenM's unique brand identity, and integrates operational excellence with technological innovation. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
CitizenM's CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world's most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works. Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders. Key Moments: 00:00 Introduction to Casper Overbeek, citizenM Hotels03:46 Citizen M's Unique Approach to Customer Experience04:20 A Unique Loyalty Program and Digital Experience12:52 Marriott Acquisition and Future Plans34:27 The Importance of Human Connection in Hospitality37:58 The Role of Feedback in Improving Services41:22 Integrating AI in Hospitality45:48 The Future of Customer Experience with AI51:57 Balancing Technology and Human Touch53:29 What's Next for citizenM?55:42 Lightning Round and Experiences as a Customer –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Wil Slickers, Michael Goldin, and Brandreth Canaley unpack citizenM hotels call to kill the front desk and what it really signals about modern hospitality design. Then it's Marriott International's bold bet on AI and automation, and how that contrasts with the rise of curated, human-centric dining experiences. From tech-driven efficiencies to the return of the hotel dinner party, this episode covers the tension between scale and soul in today's hospitality world. --- Good Morning Hospitality is part of the Hospitality.FM Multi-Media Network and is a Hospitality.FM Original The hospitality industry is constantly growing, changing, and innovating! This podcast brings you the top news and topics from industry experts across different hospitality fields. Good Morning Hospitality publishes three thirty-minute weekly episodes: every Monday and Wednesday at 7 a.m. PST / 10 a.m. EST and every Tuesday at 8 a.m. CET for our European and UK-focused content. Make sure to tune in during our live show on our LinkedIn page or YouTube every week and join the conversation live! Explore everything Good Morning Hospitality has to offer: • Well & Good Morning Coffee: Enjoy our signature roast—order here! • Retreats: Join us at one of our exclusive retreats—learn more and register your interest here! • Episodes & More: Find all episodes and additional info at GoodMorningHospitality.com Thank you to all of the Hospitality.FM Partners that help make this show possible. If you have any press you want to be covered during the show, email us at goodmorning@hospitality.fm Learn more about your ad choices. Visit megaphone.fm/adchoices
Wil Slickers, Michael Goldin, and Brandreth Canaley unpack citizenM hotels call to kill the front desk and what it really signals about modern hospitality design. Then it's Marriott International's bold bet on AI and automation, and how that contrasts with the rise of curated, human-centric dining experiences. From tech-driven efficiencies to the return of the hotel dinner party, this episode covers the tension between scale and soul in today's hospitality world. --- Good Morning Hospitality is part of the Hospitality.FM Multi-Media Network and is a Hospitality.FM Original The hospitality industry is constantly growing, changing, and innovating! This podcast brings you the top news and topics from industry experts across different hospitality fields. Good Morning Hospitality publishes three thirty-minute weekly episodes: every Monday and Wednesday at 7 a.m. PST / 10 a.m. EST and every Tuesday at 8 a.m. CET for our European and UK-focused content. Make sure to tune in during our live show on our LinkedIn page or YouTube every week and join the conversation live! Explore everything Good Morning Hospitality has to offer: • Well & Good Morning Coffee: Enjoy our signature roast—order here! • Retreats: Join us at one of our exclusive retreats—learn more and register your interest here! • Episodes & More: Find all episodes and additional info at GoodMorningHospitality.com Thank you to all of the Hospitality.FM Partners that help make this show possible. If you have any press you want to be covered during the show, email us at goodmorning@hospitality.fm Learn more about your ad choices. Visit megaphone.fm/adchoices
In this episode from our archives, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode of Hospitality Hot Topics, Steve Carran and David Millili are once again joined by Josiah Mackenzie, Head of Marketing at Actabl, to break down the biggest stories in hospitality from May 2025.From Marriott's bold acquisition of CitizenM to Airbnb's major relaunch of Experiences, Josiah shares sharp insights into how innovation, scale, and branding are reshaping the industry. They also dive into Springboard's merger with Hotel Equities, the $1.1B Sabre hospitality tech deal, and why transparency in resort fees is long overdue.In this episode, you'll learn about:Marriott Buys Citizen M Springboard merged with Hotel Equities Airbnb Relaunches Experiences, Adds Hotel-Style ServicesSabre Sells Hospitalty Business for $1.1 BillResort Fees Must Now Be DisclosedRunning Vacations, next travel trend?Latest things happening at ActablWatch the FULL EPISODE on YouTube: https://youtu.be/GUOswVHyGzAThis episode is sponsored by Actabl: https://actabl.com/Join the conversation on today's episode on The Modern Hotelier LinkedIn pageThe Modern Hotelier is produced, edited, and published by Make More MediaLinks:Josiah on LinkedIn: https://www.linkedin.com/in/josiahmackenzie/For full show notes head to: https://themodernhotelier.com/episode/161Follow on LinkedIn: https://www.linkedin.com/company/the-...Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.
Third party 2.0: The acquisition of citizenM is the lead story this episode, the first with our mystery new host. You can also hear about Essendi, formerly known as AccorInvest, and the luxury plays of Hilton and Hyatt.
Send us a textWelcome to What's Up in Business Travel for Week 17 of 2025. This is a weekly podcast where we update you on what's up this week in the world of business travel. This podcast is great for those who need to know what's happening all in under 15 minutes.Topics covered during this podcast -Plane tickets are getting cheaperAir passenger demand grows in MarchInbound US Business Travel steadyHilton sees that SMEs are resilientJetBlue negotiates partnership with United AirlinesAmerican sues JetBlueMarriott acquires citizenMSabre sells hospitality businessDelta partners with UberEtihad & China Eastern to JVDelta & Latam add Argentina to JVUnited opens expanded Polaris at O'HareEtihad launches Etihad for BusinessSouthwest to rebrand fare bundlesSingapore Airlines partners with OpenAISabre adds Iberia NDC ContentAmadeus to distribute Frontier NDC contentYou can subscribe to this podcast by searching 'BusinessTravel360' on your favorite podcast player or visiting BusinessTravel360.comThis podcast was created, edited and distributed by BusinessTravel360. Be sure to sign up for regular updates at BusinessTravel360.com - Enjoy!Support the show
In this recast episode of Hotel Moment, we revisit Karen Stephens' conversation with Casper Overbeek, Chief Product Officer at citizenM. Casper shares eye-opening insights into citizenM's groundbreaking paid subscription loyalty program and their distinct approach to personalization across different cultures. From their guaranteed availability promise to their fascinating observations about European versus American guest preferences, discover how citizenM is reimagining hotel loyalty for the modern traveler in ways that continue to disrupt the industry.
This week on GMH Hotels, Sarah Dandashy, Steve Turk, and guest host Alexi Huntley Khajavi dive into the top stories shaping hospitality. They discuss Marriott Hotels's acquisition of citizenM hotels and the recent wave of hotel layoffs in Las Vegas, highlighting how automation and shifting service models are redefining the workforce. Hyatt's CEO signals softening booking trends, while in travel, Southwest debuts fare bundles to boost value, and travelers face mounting confusion around the looming Real ID deadline. Tune in for analysis, industry shifts, and what it all means for hospitality's future. ---- Good Morning Hospitality is part of the Hospitality.FM Multi-Media Network and is a Hospitality.FM Original The hospitality industry is constantly growing, changing, and innovating! This podcast brings you the top news and topics from industry experts across different hospitality fields. Good Morning Hospitality publishes three thirty-minute weekly episodes: every Monday and Wednesday at 7 a.m. PST / 10 a.m. EST and every Tuesday at 8 a.m. CET for our European and UK-focused content. Make sure to tune in during our live show on our LinkedIn page or YouTube every week and join the conversation live! Explore everything Good Morning Hospitality has to offer: • Well & Good Morning Coffee: Enjoy our signature roast—order here! • Retreats: Join us at one of our exclusive retreats—learn more and register your interest here! • Episodes & More: Find all episodes and additional info at GoodMorningHospitality.com Thank you to all of the Hospitality.FM Partners that help make this show possible. If you have any press you want to be covered during the show, email us at goodmorning@hospitality.fm Learn more about your ad choices. Visit megaphone.fm/adchoices
This week on GMH Hotels, Sarah Dandashy, Steve Turk, and guest host Alexi Huntley Khajavi dive into the top stories shaping hospitality. They discuss Marriott Hotels's acquisition of citizenM hotels and the recent wave of hotel layoffs in Las Vegas, highlighting how automation and shifting service models are redefining the workforce. Hyatt's CEO signals softening booking trends, while in travel, Southwest debuts fare bundles to boost value, and travelers face mounting confusion around the looming Real ID deadline. Tune in for analysis, industry shifts, and what it all means for hospitality's future. ---- Good Morning Hospitality is part of the Hospitality.FM Multi-Media Network and is a Hospitality.FM Original The hospitality industry is constantly growing, changing, and innovating! This podcast brings you the top news and topics from industry experts across different hospitality fields. Good Morning Hospitality publishes three thirty-minute weekly episodes: every Monday and Wednesday at 7 a.m. PST / 10 a.m. EST and every Tuesday at 8 a.m. CET for our European and UK-focused content. Make sure to tune in during our live show on our LinkedIn page or YouTube every week and join the conversation live! Explore everything Good Morning Hospitality has to offer: • Well & Good Morning Coffee: Enjoy our signature roast—order here! • Retreats: Join us at one of our exclusive retreats—learn more and register your interest here! • Episodes & More: Find all episodes and additional info at GoodMorningHospitality.com Thank you to all of the Hospitality.FM Partners that help make this show possible. If you have any press you want to be covered during the show, email us at goodmorning@hospitality.fm Learn more about your ad choices. Visit megaphone.fm/adchoices
In questa puntata ci occuperemo dell'impatto dei social sul mondo dei viaggi e torneremo a parlare di turismo sostenibile con un nuovo report pubblicato da Booking.com. Vedremo quali sono i progetti di viaggio degli Europei per questa estate e qual è l'impatto degli eventi sportivi sul turismo e la crescita economica dell'Inghilterra. E infine, analizzeremo le motivazioni alla base di una delle più grandi acquisizioni alberghiere dell'anno. Io sono Mirko Lalli e questo è Data Appeal Byte-Sized Trend, il podcast dedicato al futuro del turismo e a tutte le innovazioni che stanno trasformando il modo di viaggiare. Gli spunti di questa puntata: The Creator Effect: Shaping the Future of Travel Travel & Sustainability Report 2025 Europe's travel in spring-summer 2025: More trips, longer stays, and bigger budgets Wimbledon and Beyond – A Data Snapshot of UK Sports Events and Their Impact Marriott acquires citizenM for $355M
El apagón eléctrico masivo afectó gravemente al turismo en España y Portugal, paralizando servicios en ciudades clave durante casi 10 horas. Hoteles, restaurantes, museos y aeropuertos interrumpieron sus actividades, y el transporte público quedó parcialmente cancelado. Las pérdidas en el sector turístico podrían superar los 1.000 millones de euros. Las agencias de viajes trabajan a destajo para gestionar las numerosas incidencias y reclamaciones de los viajeros afectados, complicando el retorno a la normalidad. Mientras tanto, se investigan las causas del fallo.Futurismo 2025 concluyó con éxito tras dos jornadas de debate y talleres centrados en sostenibilidad, liderazgo ético e innovación en turismo. Más de 60 expertos participaron en esta duodécima edición bajo el lema “Comienza la era regenerativa”, abordando temas como la cogobernanza, el equilibrio entre turismo y vivienda, y la necesidad de modelos turísticos más justos y centrados en las personas.Viajes El Corte Inglés ha lanzado una promoción dirigida a mayores de 60 años, jubilados y pensionistas, que ofrece estancias en Paradores de lujo desde 399 euros mediante el nuevo Pass Senior, además de otras escapadas a precios reducidos desde 233 euros. Esta iniciativa compite directamente con los viajes del Imserso, ofreciendo mayor flexibilidad y opciones en destinos turísticos por toda España.Según datos de la agencia de viajes Destinia, las reservas para el Puente de Mayo han aumentado un 11% respecto al año pasado, impulsadas en gran parte por el repunte de última hora. Los destinos nacionales más demandados son las costas españolas, mientras que Mallorca, Madrid y Barcelona destacan entre los viajeros internacionales, especialmente franceses y portugueses.Wizz Air conectará Cantabria con Bucarest todo el año a partir de octubre, con vuelos los martes y sábados. La ruta, que antes solo operaba en verano, se mantendrá de forma permanente desde el aeropuerto Seve Ballesteros-Santander.
Marriott International plans to acquire CitizenM to expand its select-service and lifestyle hotel portfolio, expecting the deal to boost its 2025 net room growth and generate $30 million in annual fees. Expedia Group is laying off about 3% of its workforce, mainly in the product, technology, and finance teams, as part of a broader restructuring effort that began with its marketing team in March. Meanwhile, a rare atmospheric event triggered a major power outage across Spain and Portugal, severely disrupting travel and prompting emergency measures. Marriott to Buy CitizenM for $355 Million Expedia Restructures Product and Tech Teams, Will Lay Off 3% of Workforce Blackouts Across Spain and Portugal Hit Travel Connect with Skift LinkedIn: https://www.linkedin.com/company/skift/ WhatsApp: https://whatsapp.com/channel/0029VaAL375LikgIXmNPYQ0L/ Facebook: https://facebook.com/skiftnews Instagram: https://www.instagram.com/skiftnews/ Threads: https://www.threads.net/@skiftnews Bluesky: https://bsky.app/profile/skiftnews.bsky.social X: https://twitter.com/skift Subscribe to @SkiftNews and never miss an update from the travel industry.
In this episode, Matthias Huettebraeuker interviews Hans Meyer, one of the initial creators and founding partners of citizenM, before he co-created his latest company, Zoku. Here, Hans shares insights into citizenM's groundbreaking approach to hospitality, and the importance of focusing on customer needs over industry norms.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode of Hotel Moment, Karen Stephens sits down with Casper Overbeek, Chief Product Officer at citizenM. Casper shares insights into citizenM's innovative paid subscription loyalty program and their unique approach to personalization across different cultures. From their guaranteed availability promise to their distinct understanding of European versus American guest preferences, discover how citizenM is reimagining hotel loyalty for the modern traveler.
In this episode of Hotel Moment, Karen Stephens sits down with Hans Meyer, Co-Founder and Managing Director of Zoku. Hans shares his journey from corporate hospitality roles to pioneering innovative concepts like citizenM and Zoku. He discusses how Zoku reimagines hospitality for the modern traveler, combining living and working spaces with a strong focus on community building. The conversation explores how thoughtful design, technology integration, and a focus on social connections can transform the traditional hotel experience.
In this episode, Michael Levie explains the importance of communication and openness in leadership, and how it has contributed to the success of citizenM and other things he has achieved over his career.If you enjoyed this, you may also enjoy these episodes with Michael:The Moments That Made Me: citizenM's Michael Levie Shares His StoryThe citizenM Founding Story (And What It Teaches Us Today)The Magic Behind citizenM's SuccessWhat I've Learned Building Productive Tech PartnershipsCreating "Quantum Leaps" In Hospitality Innovation This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional service and support, Shiji Group is trusted by leading brands worldwide to activate technology faster, increase operational efficiency, and drive better business results.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality. This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional implementation support, Shiji Group is trusted by leading brands worldwide to activate technology faster and drive better business results.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, citizenM co-founder Michael Levie shares insights into the innovative strategies and operating approach that has driven the company's success.If you liked this, you may also like these episodes:The citizenM Founding Story (And What It Teaches Us Today)The Moments That Made Me: citizenM's Michael Levie Shares His Story This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional implementation support, Shiji Group is trusted by leading brands worldwide to activate technology faster and drive better business results.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Michael Levie, co-founder of citizenM, shares the story of how the innovative brand began, the challenges they faced, and the unique strategies that set them apart in the industry. This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional implementation support, Shiji Group is trusted by leading brands worldwide to activate technology faster and drive better business results.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Michael Levie shares his journey from a young hospitality enthusiast to a leader (including co-founding citizenM), his experiences with technology in hospitality, and his advice for aspiring hoteliers. This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional implementation support, Shiji Group is trusted by leading brands worldwide to activate technology faster and drive better business results.A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Matthias Huettebraeuker, an independent hospitality strategist with experience at citizenM and Design Hotels, shares how we can break free from outdated thinking, embrace innovation, and create hotels and hospitality businesses that people love.(01:27) The shift in the hospitality industry 20 years ago(02:09) Importance of community (03:13) The need to rethink and innovate(03:42) Knowing your "why" (05:08) Developing a niche and "personality"(06:06) Bold hospitality(08:46) Importance of storytelling in hospitality(09:38) Claus Sendlinger's new development(10:00) Cultural relevance and resonance(11:04) Physical and social aspects of hotel experiences(12:08) Asking the right questions(12:39) User stories and use cases(13:00) Serving local communities(13:43) Expanding beyond traditional hotel services(14:52) Iterative development in hospitality(15:09) Pop-up hotel example in Munich(17:08) Structuring real estate for flexibility(18:09) "Stage for life" concept(18:51) Learning from citizemM(20:32) Power of asking the right questions(21:03) Cross-fertilization concept(21:55) Learning from the automotive industry(23:12) Rethinking hospitality and real estate(25:08) Growth potential for big hotel groups(26:11) Being an "everyday brand"(27:55) Recognition vs. reward in hospitality(28:05) Conclusion and where to learn more about MatthiasSend Josiah a text A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Rani says the hospitality industry needs disruption. He describes CitizenM's efficient use of space, a community-driven environment, and integration of technology with a human touch.Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today's episode, we talk with Rani Gharbie, Managing Director of Investment & Development at CitizenM Hotels. CitizenM is a fully integrated owner-operator hotel brand, with over 30 hotels in 18 cities.Guest Bio:Rani currently oversees investment and development in the Americas at citizenM, an asset heavy owner-operator hotel group backed by GIC, APG and KRC. Before joining citizenM, he founded New York-based real estate investment firm Cedar Funds and held senior roles with major hotel groups globally such as Virgin Hotels, IHG, Hyatt and BD / Pod Hotels. Rani also teaches “Private Equity Hotel Development” at his Alma Mater, Columbia University's real estate development Master program. He has lived on three continents and speaks three languages. He's an avid traveler, runner, cyclist and swimmer. Guest Quote:We're able to build a really, really efficient product. An efficient product that delivers exceptional return per square foot. And that's why we stand behind the real estate of our brand. Timestamps:00:20 - About CitizenM01:27 - Rani's Role06:39 - Developing a brand promise10:44 - Building the ideal consumer relationship23:01 - Keeping the loop closed27:46 - What did COVID change?37:08 - Future thinking44:28 - Where to find RaniSponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.Links:Connect with Rani on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website
CHIEF DESIGN OFFICER SERIES: Episode 1 Claudia Abt, Chief Design Officer at citizenM hotels oversees design and space planning for new hotel developments. She shares her perspective on being a designer at the C-level, what she had to learn when she became a Chief Design Officer and what value she brings to the business through design. Join us for our first episode of Chief Design Officer Series, where we talk to Chief Design Officers of the most forward-thinking businesses.
First, your thoughts on Trump's latest comments about Hitler and a former general calling him a fascist. Jared Bowen, GBH executive arts editor, discusses AI operas and Manet at the Isabella Stewart Gardner museum.Michael Curry of the NAACP & Mass League of Community Health Centers discusses the gender gap in health center visits and Biden's last minute push for OTC birth control insurance coverage.Mike Madrid, co-founder of the Lincoln Project, discusses what both political parties get wrong about Latinos, and his book "The Latino Century."We read texts on the fall of Rudy Guiliani.Boston Globe travel writer Christopher Muther discusses the new citizenM hotel and a Land of Oz hidden in the Blue Ridge Mountains.Then, we ask what lengths you would go to retrieve a lost cell phone.
In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how partnerships and collaborations are crucial for creating unique experiences and engaging the people you want to reach.Listeners will learn:Why collaborations and partnerships are important for citizenM (01:13)How partnerships provide a shortcut to reaching target audiences and leveraging resources efficiently. (01:33)The impact of events and partnerships on creating the vibe you want and attracting like-minded people. (02:04)Details about citizenM's recent partnership with Yes Theory, a content creation team with nine million YouTube subscribers, and how it aligns with the brand's mission. (02:49)This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsNew to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how citizenM created a unique paid loyalty program called "mycitizenM+" that drives value for both customers and the company. Listeners will learn:The context and strategic thinking behind developing mycitizenM+, inspired by Amazon Prime's approach to delivering consistent value to drive long-term loyalty (00:37)How citizenM leveraged its position as an owner-operator to quickly implement physical benefits and perks for members (01:42)The holistic perspective of mycitizenM+, offering travel, social, and professional benefits to stay top-of-mind with members (04:32)The structural changes in the workforce post-pandemic, with increased flexibility and mobility, and how citizenM aims to connect people through travel experiences (06:20)The operational complexity behind implementing a global loyalty program and the importance of simplicity, focus, and empowering employees within a framework (08:03)The impact of mycitizenM+ on key metrics such as average order value, customer lifetime value, repetition, frequency, app usage, and NPS (11:14)This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsNew to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares his thoughts on what the hospitality industry should be paying more attention to in the face of increasingly frequent "black swan" events.Listeners will learn:The hospitality industry needs to think about how to set up their organizations to be more nimble and react to the increasing frequency of cataclysmic events (00:52)Hotel businesses should consider their exposure to constant violent corrections in terms of revenue (02:15)How citizenM is partially protected from these events as they are largely a rooms-only business with less food and beverage exposure and more variable elements to their setup (02:36)This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsNew to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how he sees AI impacting hospitality (and his business) in the years ahead and then gets specific on some ways AI-powered technology is already making his teams more efficient and effective today.Listeners will learn:How AI is causing a major platform shift that could level the playing field for independent boutique hotels and small chains (00:51)How citizenM is using Robotic Process Automation (RPA) to automate repetitive manual tasks, such as reconciling guest names with confirmation codes from OTA bookings (02:32)The importance of using data and business intelligence to gain an accurate, timely, and objective perspective on the impact delivered on a day-to-day basis (03:50)More from Ernest:How Robert De Niro in "Casino" Influenced My Career in HospitalityHow I Spend My Time (And What I Focus On) As A Hospitality Leader This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsNew to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares how he got started in hospitality and the valuable lessons he learned along the way.Background and Early Influences (00:00) - Learn about Ernest's upbringing and how his early jobs in food and hospitality businesses influenced his career path.First Job Experiences (01:06) - Discover Ernest's favorite part-time job and what he loved about the dynamic and energy of the hospitality environment.Education and Career Path (01:48) - Understand why Ernest chose to attend NYU Hotel School and his initial aspirations to become a General Manager or work in operations.Importance of Attention to Detail (02:20) - Hear a story about a scene from the movie "Casino" and how it relates to Ernest's experience as a junior housekeeping manager, emphasizing the importance of details in hospitality.Misconceptions About Hospitality (04:15) - Learn about the "Anthony Bourdain effect" and the reality of working in hospitality, including both the glamorous and unglamorous aspects of the industry. New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares insights on effective leadership in the hospitality industry and how to stay energized in a demanding environment. Listen now to learn about:The multifaceted role of leaders, including "flying, fixing, and fueling the plane."The importance of hiring the right people to empower teams and create an operating framework.Strategies for optimizing and growing a business by identifying roadblocks and solving problems.The mindset required to run a hotel business. New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
With extensive experience in strategic and creative marketing, Maurice Ajanaku specializes in crafting compelling brand narratives and executing innovative strategies that resonate. In this episode, we explore the essence of what makes a strong brand and how it transcends beyond mere logos to encompass every aspect of your hospitality business. What You'll Learn:The True Meaning of Branding: Discover why branding is more than just a logo and how it represents the personality and values of your business.Creating Emotional Connections: Learn how to make your brand resonate on a personal level and foster emotional connections with customers.The Power of Human Touch: Understand the importance of humanizing your product and the way you communicate with your audience.Case Study Insights: Gain knowledge from the "Citizens of the Bowery" campaign and how citizenM successfully integrated into a local community by highlighting its residents.Service Culture in Hospitality: Maurice discusses the significance of service culture and how it's essential for a memorable guest experience.Listening vs. Interviewing: Learn the subtle art of listening to your customers and employees to understand and improve your brand experience.This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
As B&B Hotels and CitizenM potentially come to market, who will be in the mood to spend billions buying these brands, and grow them to the next level? Travelodge now looks to be changing its business model, with owners of the operating business backing a linked property company and buying a portfolio of Travelodge hotels. And Africa is seeing the hotel brands renew their march after the pandemic - as they discover some familiar challenges.
In this episode, Alan and Robin discuss his path from Wall Street to citizenM, their focus on affordable luxury, the innovations they are bringing to the hospitality industry, and who they are working to serve. Robin also tells us about their unique citizensOf campaign and how it is helping them integrate into communities, as well as their partnership with World Bicycle Relief and how they encourage their guests to participate in impactful ESG initiatives. Robin Chadha is the Amsterdam-based Chief Marketing Officer of citizenM, where he leads the Brand & Communications team. Robin is half Indian, half Dutch, and was educated in American schools his entire life, giving him a deep understanding and appreciation for different cultures from a young age. He spent his first year after graduation on the floor of the NYSE and did another year in the offices, but knew it wasn't the place for him. He made the move into fashion by joining Tommy Hilfiger in New York, where he fell in love with the industry. He then moved back to the Netherlands to join his father's fashion company, Mexx, but left shortly after it was sold to Liz Claiborne. In 2005, Robin entered hospitality by launching Rain, a unique design-led food and drink experience venue in Amsterdam. Robin has always had a passion for travel, so he sold Rain in 2008 to join the budding citizenM team, where he has since been responsible for growing citizenM into the worldwide, distinctly recognizable hotel and lifestyle brand it is today.citizenM was founded by Robin's father, Rattan Chadha, and opened its first hotel at Amsterdam Schiphol Airport in 2008. When Rattan ran Mexx, he saw his designers traveling the world unable to find affordable luxury hotels to stay in, so they became the pioneers in affordable luxury with a focus on emotional connections, efficiencies, and experiences. Today, citizenM owns and operates 30 hotels in most major cities across the world. They focus on Bleisure travelers that are blending business and leisure, leverage their citizenOf campaign to overcome issues when integrating into new cities, and maintain impressive ESG and charity initiatives to encourage their guests to improve the world citizenM is helping them experience. In this episode, you'll learn about:The market gap citizenM was created to fill, and what a Bleisure Traveler is How citizenM inspires their guests to participate in ESG and charitable giving initiatives The creative citizenOf campaigns being used to launch new locations Our Sponsor:Download Emailtooltester's free comparison spreadsheet to find the best email marketing service for your business.Key Highlights:[01:50] Polar opposites in travel, from Thailand to Dubai[03:40] From Wall Street, to fashion, to founder, to here[07:45] Similarities between fashion and hospitality[08:50] The idea behind citizenM Hotels[11:55] daring to disrupt and gain ground [14:45] 4 pillars it's all built on [16:30] What is “Bleisure”?[19:05] citizensOf Campaign [26:15] citizenMovement initiative [30:40] The impact of growing up in three distinct cultures [33:30] What AI cannot do and what we do with data[35:10] Art and fashion trends Looking for more?Visit our website for the full show notes, links to resources mentioned in this episode, and ways to connect with the guest! Become a member today and listen ad-free, visit https://plus.acast.com/s/marketingtoday. Hosted on Acast. See acast.com/privacy for more information.
In this conversation, I am joined by Bojan Pavacic, Director of Technology & Digital at citizenM hotels to delve into how the citizenM hotel group is revolutionizing hospitality through AI-driven networks, enhancing guest experiences, and shaping the future of smart hotels.
CitizenM's Chief Information Officer Mike Rawson is responsible for leading the tech team on delivering digital transformations at scale. He shares his thoughts on the future of technology in the hospitality space and how hoteliers will be able to leverage all the information that comes with that new tech. Text HOTEL to 66866 to subscribe to our newsletter.
CitizenM's Chief Information Officer Mike Rawson is responsible for leading the tech team on delivering digital transformations at scale. He shares his thoughts on the future of technology in the hospitality space and how hoteliers will be able to leverage all the information that comes with that new tech. Text HOTEL to 66866 to subscribe to our newsletter.
Would you like to set up your new team members for success from the very start? In this episode, Joanna Dodaro Johansen, head of people experience for citizenM hotels in the US, explains how she thinks about this and does this with her teams.Follow Joanna on LinkedInLearn more about citizenM hotels careersListen to our other episode with Joanna: Leading People Experience at citizenM HotelsWhat did you think about this episode? Join the Hospitality Daily community on LinkedIn and share your thoughts. If you care about hospitality, check out the Masters of Moments podcast where Jake Wurzak interviews top leaders in hospitality. His conversations with Bashar Wali and Matt Marquis are a great place to start, but also check out his solo episodes such as how he underwrites investment deals and a deep dive into GP fees you know about. Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Joanna Dodaro Johansen, head of people experience for citizenM hotels in the US, shares how they create a great employee experience at one of the most innovative hotel brands in the world. Joanna discusses their approach to recruiting, hiring, and daily practices that encourage a culture of celebrating individuality. She emphasizes the importance of employee experience in shaping the guest experience and the success of the business.Watch the video: Let your talents travelFollow Joanna on LinkedInLearn more about citizenM hotels careersWhat did you think about this episode? Join the Hospitality Daily community on LinkedIn and share your thoughts. If you care about hospitality, check out the Masters of Moments podcast where Jake Wurzak interviews top leaders in hospitality. His conversations with Bashar Wali and Matt Marquis are a great place to start, but also check out his solo episodes such as how he underwrites investment deals and a deep dive into GP fees you know about. Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Eli Sokol, Vice President of Development and Investment at citizenM Hotels, shares the unique business model of citizenM and how they maintain momentum while staying innovative. From their "asset-heavy" approach to working with companies like Meta, to technology and urbanism, Eli shares insights on what growth in hospitality can look like in a rapidly changing world.Follow Eli on LinkedInLearn more about citizenM What did you think about this episode? Join the Hospitality Daily community on LinkedIn and share your thoughts. If you care about hospitality, check out the Masters of Moments podcast where Jake Wurzak interviews top leaders in hospitality. His conversations with Bashar Wali and Matt Marquis are a great place to start, but also check out his solo episodes such as how he underwrites investment deals and a deep dive into GP fees you know about. Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
On this episode we hear from Marion. She was born into hospitality, quite literally. Her earliest memories are from the restaurant her family ran and they used to live above. She went onto have an extensive career in hospitality at many of the brands that I have grown to love and admire - Relais Chateaux, Laduree, Ping Pong, Harvey Nichols, citizenM and more. Each time she took on a new role, the business scaled with her. International expansions allowed her to experience new cultures and understand how business models needed to be adapted according to your location. She talks about how being a woman in business we need to speak up more, which takes courage and comes with maturity. Taking care of yourself and making yourself a priority, while its hard sometimes makes a big difference in her mental wellbeing. Have the courage to say no and ask yourself what do you want?
In deze podcast zijn Ward van Zandvoort van Loof en Keshia Groenendaal van studio Bower te gast. Zij vertellen hun ondernemersverhaal waarin zij vrijheid heel belangrijk vinden. Ward maakt met Loof al drie generaties houten bedden. De focus bij Loof ligt net bij de start in 1946 nog altijd op het maken van duurzame houten bedden en de fijnste matrassen geproduceerd in eigen land. In 2008 treedt Ward van Zandvoort in de voetsporen van zijn vader en grootvader. Wat is zijn verhaal? Wat is voor Ward belangrijk bij het runnen van zijn interieurbedrijf? Waar is hij allemaal tegenaan gelopen tijdens het ondernemen? En wat zijn de toekomstplannen met zijn beddenbedrijf Loof? Keshia Groenendaal ontwerpt bij studio Bower gastvrije interieurs voor ambitieuze hoteliers. "Met de ervaring die ik in de afgelopen 11 jaar heb opgebouwd, waarin ik heb gewerkt aan geslaagde hotel(concepten) als ZOKU en CitizenM, geloof ik er in dat ik hotels succesvoller kan maken met gastvrije interieurs. " In deze podcast horen wij ook het ondernemersverhaal van Keshia. Reizen en nieuwe plekken ontdekken is een leidraad geworden in haar leven. Host @marktimo.interieur De Interieur Club is hét inspiratieplatform voor de interieurprofessional. De Interieur Club is jouw partner om samen aan je interieurbedrijf te bouwen. Wij bieden de wekelijkse interieurpodcast, De Interieur Club Academie met cursussen, netwerkborrels, inspiratieblogs en masterclasses zodat jij jezelf kan ontwikkelen. Iedere week een inspirerend en informatief gesprek voor de interieurprofessional. Kijk voor meer informatie en de agenda onze website: www.deinterieurclub.com
On this episode we hear from Sara. She came into hospitality because of love, whilst the romance fizzled out, her relationship with hospitality stayed. She has worked in sales in the middle east and now in Denmark with CitizenM. We talked about the culture differences of working in the middle east vs Denmark, what had to be learnt and unlearnt each time she moved. ME is very fast paced, whereas in Denmark is more relaxed. Working long hours is not seen as a badge of honour and there is a greater respect for your personal life. We shared how we have both worn 'fake' wedding rings in different circumstances. How women make great leaders and we should celebrate that empathy makes us powerful. When it comes to confidence she emulates the abundance of confidence her male colleagues demonstrate and the way they promote themselves. Women need to get better at advocating for themselves. Outside of her work life she does theatre and she gets to bring that in with her into her work life too. Being authentic is key to being one with ourselves.
On this episode we hear from Virginie. Throughout this conversation she shared her learnings from each stage of her career and there is a lot we can be inspired from this conversation. A chance prize win for a holiday at club med, introduced her to the world of hospitality and she never looked back. Throughout her education she worked part time, like an apprenticeship, which meant she had a good amount of work experience to get her first jobs. The relationships you build this way are different to those on internship. Learning and getting support from your peers was the key to her success in one of her sales roles. She joined CitizenM just when they entered into France, she was the first person to apply for the sales role when it opened up and she instrumental to the success of the launch in France, which is not an easy market to enter into as a new brand. She learnt that once you become a manager and start leading a team, your role becomes more internal focused than externally. She also learnt to build her confidence, which came with time and maturity, learning to say no, which protects your priorities and the service you give.
On this episode we hear from MariaPia. From a small town in Italy, it was her early age of summer camps in England that gave her a taste for travel and how she choose tourism and hospitality as her career. She started her career in an architectural firm in London where she discovered her passion lies in hotels specifically. Through her networking she wanted to be a developer for hotels and then realised that it was the investment side that she was most interested in. Went to do a masters in Cornell, which then brought her back to London with roles in Colliers and DTZ to do advisory, feasibility and valuations. She then had an opportunity with CitizenM in investment, which she could not pass on, even though she had just signed the paperwork for her own flat in London. The lesson here is that be prepared for life throwing you curveballs and have faith that you know how to adapt. MariaPia being curious in nature is a master networker and we discussed the importance of it. Her family have always played an important supportive role in her life.
Good morning from Skift. It's Friday, March 17, 2023 For daily updates in your inbox, subscribe to the Skift Daily newsletter at skift.com/daily. And now, here's what you need to know about the business of travel today. The Asia-Pacific region's travel rebound has gotten an enormous boost from China recently easing Covid-era restrictions. Skift Research's newly released Travel Health Index for February reveals the region's recovery has surpassed that of Europe. Research Analyst Saniya Zanpure reports that travel across most regions is flourishing, including Asia-Pacific. The Index's average global health score hit 93 percent of pre-Covid levels, a 4 percentage point jump from January. Skift Research attributes that growth to the Asia-Pacific region's recovery. Zanpure writes the area had been considered the “black sheep” of the global travel industry due to its struggles to recover to pre-pandemic levels. Skift Research also found that cancellations after February's massive earthquake in Turkey drove the decline in Europe's travel performance. Next, Dutch-based hotel company CitizenM has obtained a $500 million loan based on its ability to hit sustainability targets, writes Contributor Sherry Sun. Sun reports that CitizenM is one of the first European hospitality companies to adopt a financing structure tied to sustainability goals. CitizenM, which obtained funding from four banks, joins a list of hotel companies that have established emissions reduction goals. Finally, Skift has covered dozens of innovations poised to significantly alter the travel industry upon their launch. So have they really been groundbreaking? Associate Editor Rashaad Jorden examines the impact of six tech advances Skift featured in a newsletter named the Corporate Travel Innovation Report. Jorden reports that while virtual and augmented reality may not have lived up to expectations yet, both forms of technology are expected to become more prevalent in the travel industry. Dutch carrier KLM has already used them to help train employees coming out of the pandemic. In addition, some tourism boards have incorporated virtual and augmented reality into their marketing efforts. Meanwhile, Jorden writes that artificial intelligence has had a massive impact on the travel industry. He adds its importance is poised to grow due to the emergence of generative AI, the technology that includes the creation of images, audio and video. A growing number of online travel agencies are exploring how to utilize generative AI to boost bookings. For more travel stories and deep dives into the latest trends, head to skift.com. To find these stories and more insight into the business of travel, subscribe to Skift daily newsletter at skift.com/daily.
Based in New York City, Ernest Lee has an extensive range of business experience in investments, real estate, finance, strategy, and even operations. It's safe to say, in the bustling “City That Never Sleeps”, he is truly doing it all.As the Chief Growth Officer for the famous citizenM Hotels, Ernest is responsible for implementing new growth initiatives, products and programs, pursuing strategic partnerships, and developing long-term commercial strategy in collaboration with citizenM's Chief Commercial Officer. And, to top it off, he is recognized for guiding the complex, multi-regional expansion of citizenM's North American portfolio. These luxury properties or “proud misfits of traditional hotels,” are satisfying the modern traveler's desire for affordable luxury and brilliantly shifting the status quo of hospitality as we know it.What You Will Hear:How Ernest built a career in the hospitality industryChief Growth Officer explainedLearning by looking at other industriescitizenM EthosCreating a new category, Affordable Luxury, in the boutique hotel industryBuilding a boutique hotel portfolio based on transparencyThe 360 experience. Advice and tips on owning and operating a boutique hotelAuthenticity and the importance of listeningChoosing locationsWhat boutique means to ErnestQuotes:“I've always had the ambition to become more well-rounded as a hotel owner and hotelier and get much closer to our guests.”“Protecting the customer experience was the number one goal for us, and in order to do that, that requires a significant amount of control. For us, it means that we want to play developer, play owner, play designer, play operator, and play brand all at the same time.”“When you focus less on a tangible thing, but you focus more on capturing a feeling, then that is when the execution becomes more heartfelt, and it actually feels real and authentic.”Mentioned:citizenMCushman and WakefieldSponsored by SolonisBLLA
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