Your best CSMs block an hour before the strategic QBR. They pull NPS trends, dig through support history, check adoption deltas, draft the deck. The customer feels seen.

The other 190 QBRs this quarter don't get that hour. The CSM scans the dashboard five minutes before the call. The customer answers the same baseline questions again.

Viktor changes that ratio. Before any QBR, message Viktor. He pulls account health, open tickets, product usage, and recent company news. Drafts the brief. Attaches the deck. Posts it in your DMs before the day starts.

Every CSM walks into every QBR prepared. Even when there are 200 of them.

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Ameyalli has started Phase 2 of its 78-acre resort and residential community in Utah, continuing its push to become a high-end wellness and culinary destination. The new phase introduces Ameyalli Resort & Spa by Appellation, an 80-room boutique property created by hospitality leaders Charlie Palmer and Christopher Hunsberger. The expansion also includes 23 villa residences, two chef-led restaurants, and a 20,000-square-foot spa powered by natural geothermal springs. The announcement follows strong early demand, with most completed Phase 1 residences already sold. Restoration work is also underway on the site’s historic geothermal features. Read more.

Design Hotels announced its biggest portfolio expansion to date through an agreement that will add 16 Palisociety-operated hotels across nine U.S. destinations. The move brings more than 1,000 rooms into the Design Hotels collection and supports the brand’s continued growth across the Americas. Design Hotels expects to surpass 100 hotels in the region this year for the first time. The partnership reflects a shared focus on independent hospitality, local character, and design-led experiences. Both companies aim to preserve individuality while benefiting from broader global reach.. Read more.

Hotels are expanding beyond traditional “gay-friendly” positioning and creating hospitality experiences built specifically for LGBTQ+ travelers. Axel Hotels, one of the best-known brands in this segment, has grown to 13 properties across Europe and continues expanding into new destinations. The company says changing traveler expectations have shifted the focus from creating safe spaces to creating places centered on openness and community. New entrants are also entering the market, including Tryst Hotels, which is building luxury boutique properties. Hotel brands increasingly view LGBTQ+ travel as a growing and highly engaged segment with strong international demand. Read more.

A closer look at hotel culture shows an industry shaped by both strong career opportunities and difficult working conditions. Hospitality continues to offer pathways for advancement, with many leaders beginning in entry-level roles and rising through structured internal development programs. Hotels also remain one of the more diverse employment sectors and continue investing in training and service culture. At the same time, the industry faces criticism over low wages, physical strain, and uneven working conditions, particularly for frontline staff such as housekeepers. The article argues that long-term success depends on addressing these structural challenges alongside guest experience goals. Read more.

The smart hospitality market is forecast to reach $91.8 billion by 2030, driven by strong investment in connected guest experiences and hotel automation. Growth is being supported by wider use of IoT-enabled hotel systems, AI-powered engagement tools, and smart room technologies. Hotels are also increasing adoption of mobile check-in, energy management, and data-led service optimization. North America is expected to remain the largest regional market, while the United States is projected to lead globally. The trend signals that technology spending is becoming increasingly tied to operational performance and guest expectations. Read more.

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