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Hospitality Net
6 days ago
- Business
- Hospitality Net
Interview with Ryan King (Shiji Group): Why Experience Is the New Currency
At HITEC 2025 in Indianapolis, we sat down with Ryan King, Senior Vice President for the Americas at Shiji Group, to unpack how hotels can measure, interpret, and act on guest experience data. Ryan explained why reputation now depends as much on real-time feedback analytics as on human service, and how tools like the Guest Review Index (GRI) are helping hoteliers identify both standout moments and systemic breakdowns. He also weighed in on AI's growing role in the industry - not as a replacement for people, but as a tool to enhance guest experience and operational focus. Why is experience measurable, and how should hoteliers act on it? Experience has always been at the heart of hospitality, but according to Ryan King, we have only recently begun to measure it meaningfully. Gone are the days of relying solely on comment cards, today's guests leave feedback on Google, TripAdvisor, and more. That constant flow of sentiment is now measurable through tools like the Guest Review Index (GRI), which not only tracks trends but also distinguishes between one-off incidents and systemic problems. When a water boiler breaks during a large conference, for example, the GRI understands this anomaly and adjusts its scoring logic accordingly. But when complaints recur, such as with hot water, the score begins to drop, prompting operational improvements. How are hotels using guest reviews to take action? King shared the story of a hotel group that fully embraced review management across all departments, not just marketing. They examined feedback syntax to adapt training programmes and revise revenue strategies. At one hotel, glowing reviews about staff friendliness led the revenue manager to adjust rates. At another, poor front office feedback triggered a corporate visit, after which new SOPs were developed and rolled out across properties, raising the GRI scores of underperforming locations. The message: feedback, when taken seriously, drives tangible improvement. Can guest sentiment reveal blind spots, even at luxury brands? Absolutely. One luxury group assumed its tone of voice and guest responses were consistent across properties. Shiji's data told a different story: customer feedback highlighted stark inconsistencies, particularly in food and beverage experiences. This prompted internal reflection and immediate onboarding of tools to help monitor and improve brand standards. Sometimes , King noted, you need measurement and data to validate what you think is happening. Is the value of an experience the same across all hotel types? Not quite. The definition of a great guest experience varies between urban business hotels and beach resorts. Travellers have different needs depending on the purpose of their trip. But in both cases, seemingly small details can matter immensely. King recounted a case where a property cut fresh flowers from the turndown service, assuming it would go unnoticed. Within weeks, guest feedback indicated a drop in perceived value. The flowers were quickly reinstated. What role does AI play, and does it risk replacing staff? King acknowledged the widespread anxiety around AI replacing human roles but offered a more nuanced view. AI, he said, is transforming, not removing, jobs. Like the rise of the internet decades ago, AI will change functions, not eliminate hospitality roles altogether. Automation of repetitive tasks, such as data entry or credit card processing, can free staff to focus on human interactions. The key is to use AI to enable more meaningful moments, 'surprise and delight,' as he put it, not to cut corners on service. Why does reputation ultimately rest with people? Despite technological advances, hospitality is still powered by human interactions. King illustrated this with a personal anecdote: after switching from United to American Airlines, he found himself missing United's warmth and consistency, like the time a flight attendant surprised him with a birthday cupcake. American, by contrast, failed to meet even the basics of promised service. In hotels, that gap is even more critical. A guest may forgive minor faults, but not the absence of a helpful human when something goes wrong. Final takeaway? Tools like GRI help hotels measure, understand, and improve guest experience. But people remain the decisive factor in reputation and loyalty. AI will play an important role in operations, but it is hospitality professionals who create the memories guests talk about, and return for.
Hospitality Net
12-06-2025
- Business
- Hospitality Net
Shiji Group and iPort Showcase Next-Gen Hospitality Tech at HITEC 2025
Indianapolis - Shiji Group, a global leader in hospitality technology, is set to make waves at this year's HITEC with a series of activations centered around mobility, personalization, and integrated digital solutions. In a joint session with iPort, Shiji will explore how iOS technology is transforming hospitality operations, showcasing forward-thinking approaches to property-wide tech investments. The session, titled 'How iOS Is Transforming Hospitality Operations,' will take place on Monday at 2:45 p.m. EST in room 124. In the video below, Christine Lising, Director of Solutions Engineering at Shiji Group, shares an inside look at what participants can expect. From reimagining hardware and infrastructure to enabling seamless mobile-first guest experiences through cloud-based, data-driven tools. Technology should not be confined to a single department or device. We are helping hospitality professionals rethink their approach by investing in solutions that support the entire property and create real improvements in operations and service delivery. Christine Lising, Director of Solutions Engineering at Shiji Group A central feature of Shiji's presence at the event is its strategic collaboration with iPort, which reflects a broader vision for open innovation and meaningful partnerships within the hospitality industry. As part of this collaboration, Shiji will host a networking event with refreshments at booth #1803 on Tuesday at 3:00 p.m. EST, featuring live demonstrations and conversations with industry peers. Shiji's reimagined platform integrates mobile capabilities, cloud infrastructure, and intelligent data insights into a unified and modern technology experience. The goal is to inspire hospitality professionals by showing what is possible when the right tools are aligned with a forward-thinking operational strategy. To learn more, watch the video above or visit If you are attending the conference, be sure to visit booth #1803 to explore Shiji's solutions in person. About Shiji Group Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji's cloud-based solutions include property management system, point-of-sale, guest engagement, distribution, payments, and data intelligence for over 91,000 hotels worldwide, including the largest hotel chains. With more than 5,000 employees across the world, Shiji is a trusted partner for the world's leading hoteliers, delivering technology that works as continuously as the industry itself. That's why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions. For more information, visit About Hospitality Net Acting as a 'neutral' broker and publisher of hotel business information, Hospitality Net is the #1 ranked global website for the global hospitality community. Hospitality Net enables all industry stakeholders to amplify visibility on its platform and connect with the industry globally through a membership business model, unlike any other publishing initiative in the industry. Members include actors throughout the hospitality spectrum - hotel groups, vendors/suppliers, associations, universities/schools, consultants, and event organizers. To learn more, visit To learn more, visit Jill Dassen Sales & Marketing Manager Hospitality Net
