At the NAVIGATE Austin 2025 conference in Austin, TX, the message was loud and clear: The future of hospitality is personal.

This year, hospitality leaders, marketers, revenue and reservation professionals, and commercial leaders came together to explore what’s next in hotel tech, guest experience, and revenue strategy. From the keynote speakers to the breakout sessions, the two-day experience was filled with electric energy, bold ideas, and eye-opening insights.

So, whether you were able to join us in person or you’re catching up, we’ve gathered the most important key learnings from NAGIVATE 2025. These top insights are shaping how modern hoteliers are using technology and data to meet (and exceed) rising guest expectations.

Want to get in on the must-know info? Keep reading for our top five takeaways.

1. Personalization is the future

By now, you know that today’s guests expect far more than a “one-size-fits-all” approach. They want offers and experiences that reflect their preferences. And that means personalization isn’t optional anymore — it’s required.

At NAVIGATE Austin 2025, several sessions focused on how personalization is the future — and how it starts with segmentation. One standout session focused on generational travel behaviors and revealed how guests from different generations book and engage with brands differently.

For example, Gen Z travelers are the most diverse and tech-savvy generation, and they’re also value-driven, prioritizing quick money-saving tactics over loyalty programs. When it comes to reaching them, think mobile-first, self service, and influencer recommendations.

Meanwhile, Boomers have more discretionary income and tend to be loyal to brands they trust. They respond best to traditional advertising, such as print, radio and TV, as well as loyalty programs that drive in-store purchases and in-person interactions.

In a McKinsey-led session, attendees learned that the bulk of travel spend is still domestic. The takeaway here? There’s a major opportunity for hoteliers to create campaigns targeted to locals or regional travelers.

Bottom line: The better your segmentation, the more relevant your messaging is. And more relevant messaging results in more direct bookings.

2. Every guest interaction is a loyalty opportunity

From pre-arrival to booking to post-stay, every guest touchpoint is an opportunity to build trust — and generate direct revenue as a result. In fact, that’s the philosophy behind Revinate’s approach to guest lifecycle personalization, and it was a major focus in NAVIGATE Austin 2025’s product deep dive.

Revinate Marketing, powered by a unified customer data platform (CDP), helps you better understand your data so you can send automated yet behavior-triggered email campaigns. Whether it’s a local offer that’s triggered at check-in or a post-stay survey, you can turn your data into revenue by personalizing your interactions with guests.

A great example of this is AutoCamp, who demonstrated this ability by personalizing their communications with guests based on their behavior during their stay. Guests who have stayed with them for more than 10 nights at multiple locations receive different messaging than someone who stayed once in a local market. Their results? Stronger engagement and deeper connection with their guests, which only fosters loyalty and drives more direct bookings.

In fact, the keynote speaker, Ryan Estis, summed it up beautifully, stating: “Automate the tangible, humanize the intangible.” In other words, let your tech stack handle the repetitive tasks while your team focuses on delivering the experiences that only people can.

3. AI is everywhere

The topic of AI in hospitality was popular and present at almost every NAVIGATE Austin 2025 session. But perhaps the most powerful takeaway? Use AI to save your team time, so they can invest that time back into the guest experience.

During the Hotel Moment session, hoteliers shared their real-life examples of how AI is already helping to enhance their guest interactions:

• Generative AI tools are saving hotel staff time by creating visuals in mere seconds.
• Generative AI search is helping generalists operate like data experts in multiple areas, with search queries like “last 20 reservations with spa packages” offering actionable insights.
• AI algorithms are resulting in better hiring and retention outcomes, resulting in better guest service, which leads to higher profits.
• AI predictive analysis is helping with maintenance issues, like anticipating when a property’s HVAC system will break down in the future, to improve guest satisfaction and operational efficiency.

Additionally, Revinate’s own keynote revealed all-new AI-powered email composer capabilities designed to streamline campaign creation while prioritizing brand tone and strategy, reminding attendees that AI isn’t about replacing humans — it’s about enhancing the guest experience.

4. The voice channel sells like no other

The fact that the voice channel in hospitality is a major revenue driver and direct booking tool isn’t new; but it is now getting the spotlight it’s always deserved.

In one popular session, leaders from The Broadmoor Resort and Islamorada Resort Collection shared how they’re aligning their reservations, revenue, and marketing teams to drive more direct bookings through their voice channel. And they’re doing this for one reason: The voice channel consistently delivers the highest ADR of any channel.

And in the product deep dive session, The Voice of Opportunity, panelists shared that the voice channel is where complex, high-value bookings happen — and where exceptional service can truly seal the deal. Specifically, attendees learned why it’s important to adopt an ownership mindset: run reservations like it’s your business, speak in data and dollars, and drive profitability.

5. The most resilient hoteliers are proactive, not reactive

If there was one major key learning from NAVIGATE Austin 2025 it was this: Uncertainty is a given in 2025, but proactive hoteliers will not only successfully “navigate” this time of change — they’ll lead the way.

By leaning into personalization, embracing AI thoughtfully, doubling down on human connection, and focusing on NOI and acquisition costs, the hospitality industry is set to thrive in the year ahead.

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