It's been great meeting so many subscribers at Skift Global Forum in New York this week. Hotel leaders are cautiously upbeat about 2027. The more interesting conversations were about how to reach guests. Highlights so far:
Hilton CEO Chris Nassetta said onstage that he's optimistic about 2027, as long as the war in Iran doesn't take a worse direction. His favorite leading indicator is nonresidential fixed investment, which he said has the tightest correlation to hotel room growth. It rose more than 10% in the second quarter, Nassetta said.
Accor Group CEO Sébastien Bazin described a new "digital concierge" that debuted Wednesday and will let guests book and manage their bookings via WhatsApp and iMessage, not just Accor's site and app.
Geoff Ballotti, CEO of Wyndham, said Gen Z has grown to nearly 10% of the company's membership base, up from about 3% three years ago. To keep those members, Wyndham is simplifying its loyalty program and adding a subscription card with discounts on experiences such as music festivals.
Banyan Group Deputy CEO Ho Ren Yung talked less about sustainability and more about her luxury brands' "contribution" to the environment. “People’s eyes gloss over a little bit when you say sustainability and climate,” she said.
Hyatt CEO Mark Hoplamazian discussed how he attempts to not only lead with empathy but help his teams ensure that being empathetic with colleagues and guests is a priority.
“The mindset of being an owner leads you to put yourself in the shoes of an owner, and really understand you have to eat your own cooking every day,” Hoplamazian said.
Catch Up on Skift Global Forum
The CEOs rewiring travel made their case in New York, and all three days are now on demand.
Airbnb on rebuilding as an AI-native company, alongside Uber, Booking Holdings, Expedia, and Hilton on what comes next, plus a surprise turn from Prince Harry telling the room there is no successful travel industry without successful destinations. Annual subscribers stream it free.
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In three years, Gen Z has grown from 3% to nearly 10% of Wyndham's revenue and membership base. President and CEO Geoff Ballotti told Skift Global Forum that, as Skift Research Senior Analyst Lindsey Roeschke has pointed out, Gen Z matters for its long-term earnings potential. Gen Z and millennials together now make up close to 40% of Wyndham's members.
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