Front desks are evolving fast. Search behavior is changing even faster. Hospitality is staring at a major technology turning point — and those who move now will own the next era of bookings.

I connected with Bill Ryan, Chief Technology Officer at BWH Hotels, to talk about how the company is modernizing its tech stack, reducing training time, simplifying payments, and preparing for a future where travelers begin planning inside AI platforms like ChatGPT and Perplexity.

We break it all down on #NoVacancyNews, including how intuitive systems free staff to focus on guests, why one-day onboarding matters for retention, and what it takes for hotel brands to become discoverable in AI-driven search. This is a moment to use technology to amplify hospitality, not replace it.

👋 Special thanks to Axonify, powering frontline teams to elevate guest experience. Visit Axonify.com.

Key Insights

✨ One-day PMS onboarding = faster training, better retention 💳 Simplified payments reduce errors & free staff time 🤖 AI search becoming a real booking channel fast 🔗 OTAs partnering with LLMs — hotels must act now 📡 Direct MCP connections boost brand contribution 🧠 Tech strengthens human hospitality — not replaces it 📱 AI adds a channel — doesn't remove existing ones

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