alan young
Empowering Great Hospitality: Hospitality Tech Pioneer Dexter McKenzie Shares His Entrepreneurial Journey and Secrets to Over 3 Decades of Success
Alan Young | June 11, 2024
By Alan Young, Hospitality Industry Advisor and Co-Founder of Puzzle Partner Most of us look back on our first job with a mix of nostalgia and relief; after all, the traditional entry points into the job market are typically far from glamorous. From serving fast food to stocking shelves, bagging groceries, babysitting, or summer hours spent running a paper route and cutting grass, these jobs typically require no shortage of elbow grease in exchange for a modest paycheck, a small taste of independence, and a life lesson (or many). For Dexter McKenzie, who introduced the STS sales and catering platform to the hospitality industry –...
AI and Human Input: Hospitality Leader Andrew Rubinacci Shares His Recipe for Revenue Management Success
Alan Young | May 15, 2024
By Alan Young When I asked Andrew Rubinacci to describe the early days of his illustrious hospitality career, his answer was one you might not expect—“I was a guinea pig,” he’ll say with a smile. “I was, quite literally, the first revenue manager at InterContinental Hotels Group (IHG).” Today, Rubinacci is a well-known name in an industry of hotel revenue and technology experts, bringing over 25 years of commercial leadership experience to the table and a resume that includes a number of executive positions ranging from Chief Commercial Officer at Omni Hotels & Resorts to Senior Vice President of Distribution & Reve...
From Wall Street and Silicon Valley to Hospitality Leader: Exclusive Interview and Insights From DerbySoft Co-Founder Feng Ou
Alan E. Young | April 24, 2024
By Alan Young Steve Jobs once said, “The mark of an innovative company is not only that it comes up with new ideas first, but also that it knows how to leapfrog when it finds itself behind.” There is, perhaps, no more relevant sentiment to apply to the hospitality industry – a sector that is continuously molded by the fire of consumer preference yet often utterly resistant to the crashing waves of technological change. Of course, this isn’t a novel observation; hospitality has long been criticized for its slow adoption of new-age technology and processes. However, it is a reality that bears repeating, both to identify the progr...
Trust and Relationships: The Twin Pillars of Hospitality Business Growth
Alan Young | February 29, 2024
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The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry, Guest Service in the Hospitality Industry
Alan Young | February 22, 2024
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Embracing Technology Without Losing the Human Touch in Hospitality
Alan Young | February 8, 2024
By Alan Young I have been chatting with a number of hotel operators over the last few weeks, and one thing is constant between each and every one of them: we must continually improve our service delivery as the adoption rate of technology is moving at lightspeed. Why? Because when technology is so incredibly prolific, we need proof of humanity and authenticity. Hotel operators want to embrace technology to help them run their businesses more effectively, but not at the cost of losing their hotel's “human touch.” In a world increasingly dominated by Artificial Intelligence (AI) and other technological advancements, the hospitality in...
Has the ‘New’ Service Culture Become the ‘No’ Service Culture?
Alan Young | January 18, 2024
By Alan Young In my hometown of Barrie, Ontario, I spent some time chatting with some of the GMs of the hotels within our city limits. Most hotels in Barrie are what we would call “limited service”, however, some do offer more than others when it comes to amenities. I asked each GM what type of true service training each employee receives. Their answers were hit-and-miss. Some offer in-house training, and others offer the brand standard training, but very few of them truly offer service training. Also, due to the increasing turnover of staff, it is difficult to indoctrinate employees fully in a hotel’s service culture. The industry g...
Crafting a Distinctive Identity: The Role of Branding Within the Travel and Hospitality Technology Industry
Alan Young | December 12, 2023
By Alan Young Branding plays a crucial role in niche verticals by helping businesses establish a strong and distinct identity within their specific market segment. According to a study conducted by Forbes, 82% of consumers are more likely to trust a brand that is tailored to their specific needs and interests. This highlights the importance of creating a brand that resonates with the target audience, as it can significantly impact consumer trust and loyalty. In addition to building trust, targeted branding also has a direct impact on the bottom line. Research by McKinsey & Company reveals that companies with strong and relevant br...
