Latest news with #guestexperience
Hospitality Net
a day ago
- Business
- Hospitality Net
Clay Zellermayer has been appointed General Manager at Westgate Park City Resort & Spa
Westgate Resorts is proud to announce the appointment of Clay Zellermayer as the general manager role at the award-winning Westgate Park City Resort & Spa in Utah. Zellermayer, an accomplished hospitality leader in his own right, now brings his proven capabilities to Westgate Park City Resort & Spa. Under his stewardship, Westgate Vacation Villas & Town Center Resort achieved new benchmarks in guest experience and operational performance. His transition to Park City signals a strategic focus on strengthening Westgate's luxury and ski resort offerings. This appointment reflects Westgate's ongoing commitment to developing talent from within for internal advancement and fostering a leadership culture that spans coast to coast.
Hospitality Net
a day ago
- Business
- Hospitality Net
Brahim Ait Daoud has been appointed General Manager at Westgate Vacation Villas & Town Center Resort in Kissimmee
Westgate Resorts is proud to announce the appointment of Brahim Ait Daoud as the new general manager of Westgate Vacation Villas & Town Center Resort, located in Kissimmee, Florida. With more than 28 years of experience in the hospitality industry, Ait Daoud brings a proven record of strategic leadership, operational excellence and guest satisfaction. Most recently, he served as general manager at Westgate Lakes Resort & Spa, where he led a team of over 700 employees, managed a $70 million operations budget and oversaw multimillion-dollar renovations—all while significantly improving guest satisfaction and employee retention. Ait Daoud has earned multiple "Leader of the Year" honors and was named 2022 Portfolio General Manager of the Year for guest experience across the Westgate portfolio. Fluent in English, Spanish, French and Arabic, he is certified in both community association management and real estate sales, bringing a global perspective and deep operational expertise to his new role. This appointment reflects Westgate's ongoing commitment to developing talent from within for internal advancement and fostering a leadership culture that spans coast to coast.
Hospitality Net
2 days ago
- Business
- Hospitality Net
AI Security Isn't Sexy, But It's the Most Important Hotel Conversation You're Not Having (Yet)
Let's get real for a moment. Automation. Guest experience. Direct bookings. Revenue strategies. Everyone's talking about how AI can revolutionize hospitality, and for good reasons. But when does the conversation shift to AI security? Crickets. Eyes glaze. The energy dips. Why? Because AI security isn't sexy. It's not what makes headlines or sparks social shares. But let me tell you something I've learned the hard way, working with some complex security projects. 🚨 If you don't treat AI security like your most urgent priority, your 'innovation' might just be your biggest liability. Hotels are racing to implement AI for marketing, guest service, and personalization, but too many are skipping the critical step of locking down the digital front door. That's like investing in a five-star experience and leaving your guestroom doors wide open. And no, a basic firewall or a once-a-year audit isn't going to cut it anymore. Let's dive into the truth you need to face, and how to flip that truth into your greatest competitive advantage. Why Hotels Aren't Taking AI Security Seriously Enough (Yet) Here's the raw truth: many hoteliers still treat security as an IT (Information Technology) problem, a backend issue delegated to one person or one department. ❌ 'Our PMS (Property Management System) is encrypted, so we're good.' ❌ 'Our vendor handles security.' ❌ 'We're not big enough to be a target.' Let me challenge that thinking: If you have guest data, you're a target. Period. Your hotel runs on trust. And with AI becoming your concierge, your marketing brain, your booking engine, and maybe even your housekeeper, you're plugging into systems that amplify both your capabilities and your vulnerabilities. AI doesn't replace your people, but it does introduce new forms of data flow, storage, prediction, and decision-making. All of this must be managed securely, or it can lead to devastating consequences. The Wake-Up Call: What's Really at Risk? Here's a quick pulse check. If any of this makes you squirm, it's time to act: Do you know where all your guest data lives? (Across your PMS, CRM (Customer Relationship Management) system, Wi-Fi logs, and personalization engines?) system, Wi-Fi logs, and personalization engines?) Can you guarantee your AI vendor encrypts data at rest and in transit using AES-256 (Advanced Encryption Standard - 256-bit) and TLS 1.2+ (Transport Layer Security) ? and ? If a breach happens today, do you have a clear response playbook with roles and timelines? Have your team members ever been trained on AI-specific threats, like prompt injections or AI-generated phishing? If you answered 'no' to any of these... breathe. You're not alone. But now's the time to move. And I'm not talking about fear; I'm talking about future readiness. Why Security Must Be User-Friendly, and Human-Centered Let me share something personal. I've been on the inside of a team that implemented a brand-new hotel computer system and renewed infrastructure from the ground up. Security was front and center. We had good intentions. Strong policies. Expert oversight. But do you know what happened? We overcomplicated it. Made it too rigid. Too technical. Too 'perfect on paper.' And the result? Confusion. Resistance. Workarounds. Missed alerts. Broken processes. That experience taught me something I've carried ever since: 'When security is too hard to use, people stop using it. When it's too strict, people go around it.' Security that alienates your team defeats its purpose. And this is exactly why I'm so passionate about building security allies, not security enemies. You want your front desk team, your housekeepers, your revenue managers, all of them, to become co-owners of your security posture, not passive bystanders. The fastest way to do that? 👉 Involve them early. Empower them often. Train them well. Recognize their concerns. Make it usable. OpenAI's Commitment to AI Safety and Transparency In tandem with internal efforts, it's reassuring to see industry leaders like OpenAI taking significant strides to enhance AI safety and transparency. OpenAI has launched a Safety Evaluations Hub, a platform that publicly shares how its models perform on critical safety evaluations. These evaluations assess models on their ability to resist harmful content generation, susceptibility to jailbreaks (attempts to bypass safety protocols), and the accuracy of their responses to prevent hallucinations (factual inaccuracies). By openly sharing these metrics, OpenAI not only holds itself accountable but also sets a precedent for the industry, promoting a culture of transparency and continuous improvement in AI safety. AI Champions: Your Secret Weapon for Sustainable Security You've heard me say this before: 'AI won't replace hospitality; it will redefine it.' But for that redefinition to succeed, you need more than systems. You need people. Specifically, you need what I call AI Champions, your internal trailblazers. These are team members who bridge the gap between tech and trust, between code and culture. What Do AI Champions Do? Identify friction between policy and practice before it leads to non-compliance. between policy and practice before it leads to non-compliance. Educate teams on secure AI use across departments. teams on secure AI use across departments. Implement manageable protocols (like MFA ( Multi-factor authentication ), and secure passwords) in everyday workflows. manageable protocols (like ( ), and secure passwords) in everyday workflows. Monitor for risks and report roadblocks honestly, without fear. for risks and report roadblocks honestly, without fear. Inspire cross-departmental ownership of secure systems and habits. Your Champions are not security guards. They are security guides, helping others navigate a fast-changing terrain without getting lost. And if you don't have someone like this yet? 📣 That's where I come in. I help you identify, coach, and elevate your first AI Champions—so they don't just understand AI security, but champion it in your hotel's culture. Security Isn't One-and-Done, It's Ongoing Let's bust another myth: AI security isn't a checklist. It's a living, breathing system that evolves as fast as the tech itself. Think about it like housekeeping: you don't just clean a suite once and call it done for the year, right? You need to: ✅ Audit your data quarterly ✅ Test your breach plan bi-annually ✅ Run phishing drills monthly ✅ Review vendor compliance regularly ✅ Rotate logs and encrypt data consistently This is why in my Free Hotel AI Security Blueprint, I include ready-to-deploy templates for: Data Inventory (what you collect, where, why, and how long) (what you collect, where, why, and how long) Privacy-By-Design Checklist (guest-first, consent-rich systems) (guest-first, consent-rich systems) Vendor Audit Script (ask the tough questions before you sign) (ask the tough questions before you sign) Technical Controls ( MFA ( Multi-factor authentication ), SIEM (Security Information and Event Management) , and Zero-Trust network segmentation) ( ( ), , and network segmentation) Team Training Drills (so staff don't panic, they pivot) (so staff don't panic, they pivot) Breach Response Flow (from alert to action, with clear roles) 📄 Haven't seen the Hotel AI Security Blueprint yet? No worries, send me a DM and I will send it your way. Pain Points I Hear from Hoteliers All the Time Let's tackle some of the most common objections: 1. 'We're not a tech company.' Exactly. That's why you need human-centered systems, built for usability, not complexity. 2. 'Our AI vendor handles that.' Great. But have you reviewed their SOC 2 (Service Organization Control Type 2) reports? Their GDPR (General Data Protection Regulation) and CCPA (California Consumer Privacy Act) compliance? They breach the SLA (Service Level Agreement)? Are the AI vendors familiar with the EU (European Union) AI Act? The EU AI Act, the world's first comprehensive law regulating artificial intelligence, has a direct impact on hotels operating in or serving guests from the European Union. If not, you're building trust on assumptions. 3. 'This sounds expensive.' What's expensive is downtime, lawsuits, and brand damage. Proactive beats reactive. Always. 4. 'Our team is too small.' That's why you have appointed AI Champions. One well-trained champion beats a dozen overwhelmed staff. Top Tips for AI Security-Ready Hotels Here's what I always recommend to hotels serious about creating a secure, AI-powered culture: 1. Start With a Security-First Mindset Security isn't just about tech, it's about trust. Culture. Mindset. 2. Appoint or become an AI Champion Even one person makes a difference. Start small. Grow deep. 3. Train for Reality, Not Perfection Use phishing drills. Simulate AI attacks. Make training fun and real. 4. Audit Quarterly, Improve Continuously Security isn't a one-time project; it's a way of operating. 5. Build Bridges, Not Walls Make security part of the conversation, not a roadblock. Ready for the Next Step? Whether you're just starting to explore AI or you're rolling out your third AI pilot, I'll help you secure it, without slowing your momentum. Let's have a real conversation. 📍 Schedule your free 60-minute AI Security Consultation with me. We'll uncover your vulnerabilities, tailor your Blueprint, and map out the next steps. Most importantly, we'll find your first AI Champions, together. 👉 Book now at Final Thought: From Fear to Empowerment AI security isn't about fear. It's about freedom. Because when you can trust your tech, your team, and your data, you serve guests not just faster, but better. And better means loyalty. Revenue. Reputation. So let's make AI security not just a department, but a culture. Let's stop treating it like a nuisance and start treating it like your hotel's unseen superpower. Let's INSPIRE a safer, smarter future, together.
Hospitality Net
2 days ago
- Business
- Hospitality Net
Christian González has been appointed General Manager at Susurros del Corazón, Auberge Resorts Collection in Punta Mita
Auberge Resorts Collection, the award-winning portfolio of one-of-a-kind luxury hotels, resorts, and residences, is pleased to announce the appointment of Christian González as General Manager of Susurros del Corazón, Auberge Resorts Collection, the award-winning, oceanfront enclave in Punta de Mita, Mexico. A respected hospitality leader with deep roots in the region, González brings over 25 years of luxury hospitality expertise and a passion for creating one-of-a-kind, culturally immersive guest experiences. In his new role, González will oversee all operations at Susurros del Corazón, Auberge Resorts Collection, guiding the resort's evolution while preserving its essence as a soulful retreat where barefoot luxury meets vibrant Mexican culture. Raised in nearby Puerto Vallarta, González discovered his passion for hospitality through hands-on experiences at landmark resorts throughout Mexico, and his return to the region brings his career full circle. Known for his people-first approach, González fosters a culture of collaboration, authenticity, and heartfelt service. González joins Susurros del Corazón from Rosewood Mayakoba in Riviera Maya, where he most recently served as Acting Managing Director. During his tenure, he significantly enhanced the resort's operations and guest programming, known for blending commercial acumen with a commitment to excellence. Prior to that, he held senior leadership positions at premier resorts across Mexico.
Hospitality Net
3 days ago
- Business
- Hospitality Net
Fill Rooms, Boost Revenue, Save Time: Free Course Empowers Independent Hoteliers for Summer 2025
Just in time for the busy travel season, Lighthouse has created a free online course specially designed for passionate independent hoteliers like you. The course, "How to prepare your independent hotel for peak season 2025," gives you practical tools to boost your bottom line, simplify your daily routine, and create those unforgettable guest experiences that big chains can't match. Available in multiple languages (English, French, German, Italian, Dutch, and Spanish), this course is your secret weapon for summer success. Whether you run a cozy guesthouse, a charming boutique hotel, or a unique B&B, you'll discover how to set rates that fill rooms without leaving money on the table, reach more of your ideal guests without breaking the bank, and streamline those time-consuming daily tasks. Summer can make or break the year for independent hotels. When you're wearing multiple hats and competing with big chains, having simple, effective strategies, paired with the right tools, can be the difference between a good season and a great one. This course gives you practical tips you can use right away to take control of your peak season with confidence. Nadine Böttcher, Head of Product Innovation at Lighthouse Three simple steps to summer success The course breaks down summer success into three easy-to-follow chapters: Chapter 1: Set Prices That Fill Rooms AND Maximize Profits - Stop guessing at your room rates! Learn how to set the right price at the right time based on what's actually happening in your market. See exactly how to track the money each room brings in and make smart adjustments that boost your bottom line, even if you've never looked at a spreadsheet before. Set Prices That Fill Rooms AND Maximize Profits - Stop guessing at your room rates! Learn how to set the right price at the right time based on what's actually happening in your market. See exactly how to track the money each room brings in and make smart adjustments that boost your bottom line, even if you've never looked at a spreadsheet before. Chapter 2: Get More Bookings Without Drowning in OTA Fees - Discover which booking channels actually work for properties like yours. Learn how to balance OTAs with your own website bookings, and how to choose specialty platforms that connect you with guests who'll love what makes your property special,all while keeping those commission costs under control. Get More Bookings Without Drowning in OTA Fees - Discover which booking channels actually work for properties like yours. Learn how to balance OTAs with your own website bookings, and how to choose specialty platforms that connect you with guests who'll love what makes your property special,all while keeping those commission costs under control. Chapter 3: Run Your Hotel Smoothly (Even When You're Short-Staffed) - Transform how you manage daily operations so you can step away from the front desk and focus on what matters. See how fellow independent hoteliers have automated routine tasks, freed up their team's time, and created seamless guest experiences without hiring more staff. Each chapter includes real-life success stories from independent hoteliers just like you, showing exactly how these strategies work in properties of all sizes:from tiny B&Bs to 50-room boutique hotels. By the end of the course, you'll have a clear action plan tailored to your property that you can put into place immediately, just in time for your busiest season. We created this course specifically for independent hoteliers who don't have time to wade through theory and jargon , adds Böttcher. Everything is practical, tested, and designed to help you turn overwhelming data into clear decisions that boost your bottom line while preserving that personal touch that makes your property special . Complete the course and the final quiz, and you'll receive an official certification to show off to your guests and team. Start your summer success journey today The entire course is available now at absolutely no cost. Learn at your own pace, whenever you have a spare moment, even if it's just 15 minutes between check-ins. Join fellow independent hoteliers already using these strategies at: dependent-hotels-2025. About Lighthouse Lighthouse is the leading commercial platform for the travel & hospitality industry. We transform complexity into confidence by providing actionable market insights, business intelligence, and pricing tools that maximize revenue growth. We continually innovate to deliver the best platform for hospitality professionals to price more effectively, measure performance more efficiently, and understand the market in new ways. Trusted by over 70,000 hotels in 185 countries, Lighthouse is the only solution that provides real-time hotel and short-term rental data in a single platform. We strive to deliver the best possible experience with unmatched customer service. We consider our clients as true partners—their success is our success. For more information about Lighthouse, please visit: Adam Swart Global Head of Brand
