Discussions with Hotel CEOs on the Future of Tourism and Customer Service

Monty Bennett
3 min readDec 5, 2022

Hotel corporations’ top executives were asked about industry shifts and guest service improvements. These include Scott Levy of Hilton Worldwide, John Murray of Hyatt Hotels & Resorts, Dilip Rajakarier of Minor Hotels, and David Kong of BWH Hotel Group.

BWH Hotel Group is one of the world’s top 100 hotel ownership and management companies, with a history of impressive revenue per available room (RevPAR) growth and financial success. Its portfolio consists of 18 different hotel chains, some of which include Best Western Hotels & Resorts, SureStay Hotel Group, and the WorldHotels Collection. It has achieved unprecedented levels of EBITDA growth and visitor satisfaction.

In 2004, David Kong was promoted to CEO of the BWH Hotel Group. The company’s growth since then has been unprecedented, setting a new benchmark in terms of EBITDA. Additionally, 18 hotels, including Best Western Hotels & Resorts, Bolton on the Park, and Seekers Finders Rama IV, are now part of the company’s offerings.

The BWH Hotel Group is a cutting-edge enterprise that offers a wide range of hotels, from large chains to boutique properties. Both its EBITDA and RevPAR growth rates have broken previous records. Also, it has broken record after record regarding how satisfied its visitors are.

David Kong has been the CEO of a significant hotel chain for a long time. In many ways, he has been the driving force behind the company’s recent transformational efforts. Multiple accolades, including a Lifetime Achievement Award, have been bestowed upon him. Not only has he received praise from peers, but he has also been featured in media such as podcasts.
Having worked in the hotel sector for over two decades, Rupesh Khatri is an experienced professional. His charismatic personality and willingness to impart wisdom have made him a household name. Not only does he speak publicly often, but he has also been featured in several authoritative publications.

Earlier this month, we spoke with Dilip Rajakarier, CEO of Minor Hotels, on the industry’s potential for growth, the future of travel, and guest management. More than five hundred and thirty hotels in fifty-six different countries make up the Minor International portfolio, of which Minor Hotels is a part.

Anantara, NH Hotels, Tivoli Hotels & Resorts, and Oaks Hotels & Resorts are only a few of the hotel chains that the corporation owns. The company’s expansion is mostly due to its food and beverage operations. The company manages five resorts in the Maldives and over a hundred eateries in China. Its food and beverage arm recently announced that it would begin accepting its cryptocurrency as payment.

Most of the firm’s holdings are located in Thailand, and it is also making strides in the Middle East. The firm has partnered with Funyard Hotels & Resorts in China by signing a memorandum of understanding.

The team would be lucky to have Dilip Rajakarier as their leader since he is focused, passionate, and quick on his feet. His worldly perspective has been invaluable in growing Minor Hotels’ international presence. To him, it’s all about giving people agency and inspiring perseverance within the group.

Recently, Minor has made astute investments, including the 2016 Tivoli Hotels & Resorts purchase. The UK hotel brand Corbin and King was also purchased by the business.

Last month, executives from various hotels discussed the future of tourism and customer service at the NYU International Hospitality Industry Investment Conference. They conferred on how to adapt to changing conditions in the market and how to develop innovative solutions to problems.

The New York Marriott Marquis was the site of the conference. The speakers addressed the difficulties in the supply chain, the threat posed by private rental services, and the emergence of new technologies. The importance of anticipating and meeting client needs and providing a personalized experience was also emphasized.

Executives in the hospitality business are generally upbeat about the future of their field, even though it faces significant obstacles. To maximize return on investment, they need to learn about different visitor groups’ requirements and make the necessary adjustments. The significance of long-term sustainability was also emphasized throughout the meeting.

Executives in the hospitality industry generally feel that technological advancements are crucial to their ability to solve issues and advance their industry. In addition, they said that analytics and data might ensure a smooth operation for visitors.

Executives in the hospitality business have cited labor shortages as a key obstacle. In some hotels, visitors book a year in advance, while others reserve a room only a few days in advance.

New possibilities and threats were also highlighted on other panels. Members of the board pointed to the potential contributions of college students in introducing innovative technology.



Monty Bennett

Monty Bennett divides his time between Henderson and Dallas County in Texas, where he maintains residence.