Episode Details

For #NoVacancyNews, Anthony and I sat down with Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, to explore how tech is reshaping hospitality — and why human connection still wins.

We talk about the risk of commoditizing service, the power of small gestures, and how technology should support — not replace — hospitality professionals. Stuart also shares how luxury brands are using AI to elevate personalization, and why ownership must reinvest in training if they want to protect long-term value. #guestexperience #hospitalityleadership

🎧 Key takeaways:
• AI should free up time for deeper guest engagement — not replace it
• Ownership must reinvest in training to protect brand equity
• Hospitality is theater — and every touchpoint is part of the performance
• Small gestures (like a tucked-in stuffed animal) create lasting emotional impact
• Select service hotels can still deliver meaningful experiences
• Forbes Travel Guide sees AI as a tool to elevate—not dilute—hospitality

💡 Special thanks to my friends at Actabl — the workforce and operations platform that turns data into action. Visit Actabl.com to learn how smarter tech can drive better decisions.