As we look forward to The Phocuswright Conference, PhocusWire is highlighting a number of conference speakers in a series of Q&As.
Kristie Goshow, former chief commercial officer of Peregrine Hospitality, is scheduled to appear on center stage for an executive panel on “The Future of Hospitality – Competing for the Modern Guest.”
Below, Goshow shares her thoughts on the modernization of the hotel technology stack, artificial intelligence (AI) and the overlap of the hotel and vacation rental industries.
Are hotels receptive to modernizing the tech stack?
Decision-making around tech investments is rarely straightforward. It usually involves operators, managers and owners—and they’re not always perfectly aligned on priorities or expected outcomes. That said, most hoteliers are open to change when there’s a clear ROI, whether that means stronger revenue, better margins or happier guests.
How do you see the overlap of the hotel and vacation rental industries evolving as companies like Airbnb bring more hotels onto their platform?
I’ve always believed there’s a healthy intersection between hotels and vacation rentals, and I’m genuinely excited about where it’s headed. The real winners will be those who keep the consumer at the center of everything: understanding what travelers want, solving for their needs and staying agile as preferences evolve.
We’re already seeing more hybrid models that blur the lines between the two worlds. Travelers now compare hotels and Airbnb listings side by side, and Airbnb has built a powerful demand ecosystem that hotels can’t afford to overlook. Many hotel brands have already moved into the “homes” and “residences” space or [are] using vacation rental platforms as part of their distribution strategy, because that’s where the audience is.
Ultimately, we need to sell the way consumers want to buy. The goal is a unified lodging experience where service, flexibility and brand matter more than whether it’s labeled a “hotel” or “rental.” And with AI driving faster change, I think we’ll see even more collaboration and friendly “co-opetition.”
How are you using AI in your day-to-day work?
AI is already a big part of my day-to-day. Beyond the various third-party tools we use, I’ve been experimenting with platforms that help boost productivity and demand generation across commercial areas. The potential really is limitless.
That said, the key to success is having the right foundation, good data, solid governance and a strategic approach. To fully benefit from AI, organizations must rethink how they’re structured and how they operate. It’s as much about mindset and systems as it is about technology.
Who are you most excited to hear from at the conference, and why?
There’s such an impressive lineup. I’m especially interested in the financial services and fintech speakers given their recent moves in travel, and access to “golden data” that could shape what comes next.
Hearing from leaders like Jason Wynn (Chase Travel), Emma Taylor (Barclays), Clara Liang (Stripe), Mark Nelson (Visa), Pery Rizon (Etraveli), Marilyn Markham (Amex GBT), Chris Hemmeter (Thayer Ventures) and Dave Stephenson (Airbnb) will be a real highlight.
The Phocuswright Conference
Join us in San Diego, November 18-20, where Kristie Goshow will take part in an executive panel focused on the future of hospitality.