Center for Hospitality Research Hosts Panel on Reimagining Travel
Experts from the School of Hotel Administration (SHA), Expedia Group, Salesforce, and Sonder came together to discuss the intersection of guest intelligence, a comprehensive means of gauging and contextualizing customer satisfaction through Artificial Intelligence (AI), and revenue performance data, as a means of future-proofing revenue management to keep the focus on maximizing demand by over-indexing and leaning more toward future-looking data and macro and market level insights
Center for Hospitality Research Hosts Panel with Industry Leaders on Customer Social Engagement

Featuring leaders from SHA, Best Western, and Medallia, this panel discussed the importance of guest satisfaction surveys and a company's response to guest feedback, the latter of which can boost loyalty and direct booking. 

ARNE SORENSON, 1958-2021

It is with great sadness that we at the SHA Centers & Institutes learned of the passing of Arne Sorenson, president and CEO of Marriott International. Our deepest condolences go out to Arne’s loved ones, friends, colleagues, the Marriott family, and the industry for the loss of a revered and visionary leader. 
Technology & Fintech
How CRM, video, streaming & other tech tools can reduce contact & empower amazing customer experiences (Cendyn)

As Bitcoin surges, will cryptocurrency become an accepted form of payment in travel? (PhocusWire)

Blockchain technology shaping the future of commercial real estate (JLL)

Webinar: Overcoming Cross-Border Commerce Challenges in the New Normal (

Environmental, Social, Governance
Responsible travel: How do we make booking sustainable hotels easier? (Hospitality Net)

Conversation with Tracy Prigmore, Founder, She Has a Deal and TLTsolutions on Creating Pathways to Hotel Ownership for Women (PKF hotelexperts)
CHR Board Members in the News
Video: How Can Hotel Companies Curb Losses After the Toughest Year, 2020? featuring Robert Mandelbaum, CBRE Hotels Research (Hospitality Talks)

Exploring the Pros and Cons of Online Check-in for Hoteliers featuring Chris Kronenthal, FreedomPay (Hotel Technology News)
Faculty in the News
So You Want to Open a Hotel? Now? featuring Dean Kate Walsh on how independent hotels need to double down on how they convey their experience - especially safety (The New York Times)

> Empty Hotel Rooms Have Become Private Dining Rooms and Office Spaces featuring Professor Steve Carvell on how hotels need to balance union rules and potential liability as they consider their flexibility (The Washington Post)

No vaccine, no service: How vaccinations may affect travel plans in the future featuring Professor Dave Sherwyn on how some hotels could require inoculations as a type of “boutique sales pitch” that may appeal to certain segments of the market (CNBC)

Sheraton Rebrand Aims to Bring Hotel Chain ‘Up to Date’ With a Focus on Communal Spaces featuring Professor Chekitan Dev
Event Schedule
  • 11:00 a.m. ET: Kristie Goshow, Chief Marketing Officer, Preferred Hotels & Resorts
  • 11:45 a.m. ET, Panel with: Stephanie Linnartz, Group President, Marriott International; Linda Rutherford, Senior Vice President and Chief Communications Officer, Southwest Airlines; Kristin Karst, Co-Owner and Executive Vice President, AmaWaterways; Lisa Oswald (Moderator), Senior Vice President and Global Head of Customer Service, Travelzoo
  • 12:30 p.m. ET, Fireside chat with: Amy Burr, Managing Director of Operations and Partnerships, JetBlue Technology Ventures; Bonny Simi, Founder, JetBlue Technology Ventures, Head of Operations and People, Joby Aviation
  • 1:15 p.m. ET: Angela Brav, President, Hertz International; Quendrida Whitmore (Moderator), Executive Coach and Vice President, Central Territory, WeWork
Register Here
Register Here
U.S. hotel occupancy for the week of February 7-13 came in at 45.1%, up more than 4 percentage points from the previous week. Weekend occupancy, boosted by Valentine’s Day and the long weekend with Presidents’ Day, was the highest of the past 18 weeks. Elevated occupancy during the weekend of Presidents’ Day occurred during previous recessions as well.
Average daily rate was up slightly when indexed to 2019 but has remained in the low 70% range since early January.

CHR | Events | Membership
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School of Hotel Administration, Cornell University
Centers & Institutes
149 Statler Hall
Ithaca, NY 14853

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