The Hospitality Show, now in its second year, will take place at the Henry B. González Convention Center in San Antonio from Oct. 28-30. The Show will bring together 5,000 attendees and promises to drive profitability for owners, operators and hospitality innovators through dedicated content, extensive networking and 400+ operations and technology vendors.
In this installment of The Hospitality Show Advisory Board member Q&A, we catch up with Keith Pierce, EVP and president, franchise and development, Sonesta International Hotels.
What do you think is the biggest problem for the industry currently?
The ongoing labor shortage continues to be one of the most pressing issues facing the hospitality industry today. Hotels are still struggling to find and retain qualified staff, which in turn affects service quality and customer satisfaction.
What new trends do you see affecting the hospitality industry the most in 2024?
In addition to labor shortages, technology is rapidly shaping the future of hospitality. Automation and AI are being increasingly integrated to enhance guest experiences, streamline operations and personalize services. Sustainability is another key trend we’re watching at Sonesta, with more hotels adopting eco-friendly practices to meet consumer demand and regulatory requirements.
What do you see as the biggest opportunities for the industry this year?
To overcome our biggest challenge—labor—the hotel industry needs to promote and celebrate that we offer the ultimate gig-work opportunity! With shifts available 24 hours per day, 7 days a week, you can work in over 100 unique jobs within the hotel environment. There is truly something for everyone and we welcome that diverse new workforce. This is the industry I’ve spent my entire career working in, and I encourage others to bring their unique skillset to.
What do you think the industry's biggest accomplishment has been in the past year?
Guests are looking to hospitality companies to provide their guests with more customized interactions and unique experiences, and the industry is really beginning to respond. As our understanding of our guests improve with data analytics, loyalty programs, and keeping a personal touch with all of the digital advancements, this is really a trend I only see continuing to grow in importance.
What are you most looking forward to at The Hospitality Show?
For me, The Hospitality Show is really about time with our owners before the “show” season ends. It’s a great opportunity to drive a few more deals before the holidays and the year closes.