Human Connection Will Always Be at the Center of Hospitality

Driven by consumer desires for new experiences, innovative technologies and environmental impacts – travel is changing. Host Sarah Dandashy explores the technologies and logistics that power travel and the brands that build unforgettable experiences.

 

Bashar Wali is the quintessential hotelier with a long history in the hotel industry. He is the CEO and Founder of This Assembly, Partner at Provenance Hotels, and Founder and CEO of Practice Hospitality (a Hotel Management company that he fondly refers to as a Nurture Company).

More than just the business of hotels, Wali always emphasizes the human element of the hospitality industry. While acknowledging that hotels can offer many unique experiences, he said what truly matters is how hoteliers make guests feel. Wali has even done a TEDx on Human Connection.

“The business that we’re in is hospitality. And the clear distinction is service is what you deliver, and hospitality is how you make people feel,” Wali said.

And he has a point. All too often, hoteliers focus on the bottom line and forget what the real essence of hospitality is.

Why are hotels successful? It is because they know their “why.” They know their purpose, and they think long term.

“I want to be able to say, look, we are in the business of creating an incredible place for people to work and an incredible place for people to call home away from home,” Wali said.

And that, as Wali said, defines success.

Looking ahead, Wali shared a few of his thoughts on the future of the industry. Instead of focusing on trends, he dove into the notion of human behavior and understanding how we, as humans, shift and influence future changes.

  1. The sanitation craze will be temporary. But hopefully, hand washing is here to stay.
  2. People have become more empathetic. After surviving 2020, we all have grown a little more in the emotional intelligence department.
  3. Technology will be a big focus in the world of hospitality, but not to eliminate humans—to eliminate friction.
  4. Business travel is forever changed, and we will continue to see it evolve.

Of course, Wali shared a bit on what hoteliers should be focusing on moving forward. First, the booking process should be smoother. Hoteliers need to focus on being better retailers. Secondly, hoteliers should also remember that they are in the “feelings business.” If they focus on anything else, hotels just become a commodity. And hotels are so much more than that—they are an experience.

Say Yes To Travel has a New Episode Every Thursday!

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

Coupa Inspire 2025
A Global Conversation: Coupa Inspire 2025 Brings Innovation to Your Doorstep
September 12, 2025

Coupa Inspire 2025 is taking its flagship experience on the road with the Inspire World Tour, bringing the spirit of its celebrated event to five cities across four continents. By condensing the energy of its global gathering into free, one-day sessions, Coupa is expanding access to knowledge, innovation, and community-building opportunities for finance, procurement, and…

Read More
Royal Dublin
Mastering the Game: Akshay Bhatia and Coupa Inspire at the Royal Dublin
September 12, 2025

At the Royal Dublin, Coupa brought together community and competition with PGA pro and brand ambassador Akshay Bhatia, who shared lessons from the course that extend far beyond golf. His message, “Master your swing. Master your spend,” underscored the power of precision, discipline, and strategy in both sport and business. The event was not just…

Read More
Coupa Customer Appreciation Day with Akshay Bhatia at The Royal Dublin
September 11, 2025

Coupa’s Customer Appreciation Day at The Royal Dublin on July, 2025, brought together PGA Tour talent Akshay Bhatia and the community for a celebration of both sport and connection. Beyond the excitement of world-class golf, Bhatia shared practical “tour-level tips” in a relaxed clinic format, offering guidance on everything from escaping rough lies to mastering…

Read More
The Royal Dublin
Coupa Spotlight: Akshay Bhatia Tees Up Teaching at The Royal Dublin
September 11, 2025

American golfer Akshay Bhatia’s teaching session at The Royal Dublin this July marks more than a summer stop—it’s a sign of how golf’s rising stars are shaping the global game. For Coupa, the event highlights the intersection of tradition and modern growth, bringing fresh attention to one of Ireland’s most historic courses. Bhatia’s presence underscores…

Read More