Alan Young
Verified
Editor @thescotsman
Articles by Alan Young
Hoteliers, read this before you adopt another AI tool
Before investing in AI, hoteliers need to understand the workflows, people, and operational challenges the technology is meant to support. A practical framework for hoteliers evaluating AI tools, covering how to define the workflow problem, involve frontline staff, and assess vendor fit before signing a contract. By Alan Young, VP, Strategy | Hospitality, Infor Not that long ago, the hospitality industry was held back by legacy technology.
Simone Puorto Has Been Abducted, and Only Hospitality Can Bring Him Home
Skip to main content Reading time: 2 minutes 2% Industry veterans explain hospitality to its toughest audience yet Podcast episode featuring Alan Young of Infor and David Poprawka exploring the philosophy of hospitality, from host-guest power dynamics to whether an automated hotel can still be called hospitality. Alan Young, David Poprawka, and Simone Puorto in conversation with The Delegation of Nebula Five START OF TRANSMISSION EP 01 EXT.
Going all out for growth is the only option - Scotsman leader
Healey should be bold - but probably won't be There is a certain expectation of a steady-as-she-goes, do-little Budget statement from John Healey today. Such a result would be preferrable to the Liz Truss horror show, but is frankly not what the country needs. John Healey must seize the opportunity to start putting flesh on the bones of the Burnham premiership, and key to that has to be a laser-focus on getting the economy growing.
SNP must stop thin blue line getting thinner still - Scotsman leader
Ministers have a chance to reverse the decline. They must take it The risk of policing numbers dropping to their lowest level in more than 20 years should sound the loudest of alarm bells today. At a time when we are asking our police officers to do more than ever before, and as they contend with a whole range of threats which could not have been anticipated five years ago let alone 20, ensuring the force is properly manned would seem to be a given.
Privacy Panic, Creep Glasses, and Hospitality’s Head Start
The debate over smart glasses isn't really about technology. It's about trust, permission, and the next evolution of guest experience. An opinion piece arguing hospitality is well-positioned to adopt AI wearable recognition technology, given the industry's long history of consensual data exchange through loyalty programs. By Alan Young, VP, Strategy | Hospitality, Infor It could be argued that this was the summer of wearables.
Here's why nothing should be off table with EU talks - Scotsman comment
Brexit was akin to setting a house on fire and then complaining that the fire brigade could not put it out. Prime Minister Andy Burnham has this weekend called for an “honest discussion” about a return to freedom of movement with the EU. Cue the predictable and depressing reaction from those who seek to conflate freedom of movement with our biggest trading partner to illegal immigration.
The morning after: AI’s trust problem and what hospitality leaders should do about it
Public trust in AI is eroding as Forrester, Pew, and UC Berkeley data show employer regret over AI-driven layoffs, rising workloads, and only 16% of US adults believing AI will benefit society. By Alan Young, VP, Strategy | Hospitality, Infor Artificial intelligence (AI) has a V for Vendetta-level trust problem right now, and if you think otherwise, you’re not paying attention.
Justice demands that court reform is vital - leader comment
Justice delayed is justice denied, and a lengthy court process placing the lives of victims and accused on hold is in no-one's interest You don't need to look very far to see the problems in Scotland's courts service today. The length of time cases take to come to a conclusion, in some instances years, is simply unacceptable. And, as has been warned for some time, it is only going to get worse as the case load increases.
Fringe funding turns world famous feast of drama into crisis
For too long Edinburgh, and Scotland, has assumed that the festivals will always be there The figures, as Tony Lankester outlines them today, are pretty stark. The Fringe is worth an estimated £500 million to Edinburgh. The imposition of the tourist tax has added another £6 million to that total. In return, the city council's total financial contribution is £75,000, earmarked for street events. That is rising in time for the 80 th anniversary of the festival – by £3,750.
We must pay no heed to latest Russian threats
Andy Burnham is entirely right to reaffirm the UK's 100 per cent support for Ukraine. We must pay no heed to the latest, ridiculous threats coming out of Moscow after the reported use of British drones for strikes deep into Russia. Standing up to bullies is the only course to adopt, and we are pleased to see the Burnham administration has continued the strong line of its predecessors.
North Sea D-Day looms, PM must make right call
Supporting the oil and gas industry is not contrary to an ambition of a renewables future Andy Burnham we are told is in listening mode this week. We very much hope he has heard the message loud and clear from the north east of Scotland. Key decisions loom on the approval of the Jackdaw and Rosebank oil and gas fields which will set the tone of future North Sea policy. It is a huge call, and one which Mr Burnham has to get right.
The hotel AI readiness audit: a practical checklist for getting started
You've seen the AI use cases, and you understand the practical potential–from group quoting in minutes to housekeeping routes that adapt in real time. Revenue meetings where everyone agrees on the numbers. Guests who feel genuinely known, not just processed.
How AI gives hotel leadership a strategic command center: briefings, training, and sustainability
Ask any general manager (GM) what they do on Monday morning, and their answer usually involves digging through 15 spreadsheets from finance, operations, and sales to piece together what happened over the weekend. By the time they have a clear picture, half the morning is gone—and the insights are probably already stale. This is dashboard fatigue in action.
How AI delivers real hotel guest personalization—beyond a name on a welcome screen
"Personalization" has become one of the most overused and under-delivered words in our industry. For most hotels, it amounts to nothing more than inserting a first-name merge field into a pre-arrival email template. That's not personalization. That's a mail merge.
How AI builds a predictive operational backbone for hotels: Front desk, housekeeping, and maintenance
A pipe bursts on the fourth floor. A housekeeper calls in sick twenty minutes before shift change. A VIP guest shows up two hours early and their room isn't ready. If you've spent any time in hotel operations, none of this surprises you. It's a standard Tuesday on the job. The back of house has always been managed reactively, with staff working hard to put out fires the moment they flare. And to their credit, hospitality teams are remarkably good at it.
How AI is transforming the hotel commercial engine: Group sales, revenue management, and unified strategy
The shift from manual analysis to real‑time commercial decision making AI-powered group quoting agents and commercial strategy tools can unify hotel sales, revenue, and marketing teams on a single data view, cutting RFP response times from days to minutes. By Alan Young, VP, Strategy | Hospitality, Infor When was the last time your sales team, revenue management team, and marketing team walked into a meeting and agreed on the numbers?
Por qué las plataformas agénticas para hospitality son el futuro de la hotelería
Durante décadas, la tecnología hotelera ha evolucionado mediante la incorporación de nuevos sistemas: un PMS para reservas, un RMS para precios, un POS para alimentos y bebidas, un sistema comercial, una herramienta de housekeeping y una infinidad de reportes que conectan todo entre sí. Aunque cada solución aportó valor incremental, el resultado para los equipos hoteleros ha sido una complejidad cada vez mayor.
Scotsman owner Media Concierge delivers strong results in first year since takeover of titles
The group delivered £12.9m EBITDA in first results since acquisition of National World Media Concierge Group, the UK and Ireland media holding company, has highlighted progress on the integration of Iconic Media Group Limited, owner of titles including The Scotsman and Scotland on Sunday, following its acquisition in May 2025.
Five Vendors Worth Watching at HITEC 2026
Every year, HITEC arrives on a version of the same promise: that the next wave of hospitality technology is here and ready to move the industry into the upper echelons of digital transformation. But this year, the biggest question leading into the event is less about technology and more about integration. How do you build a hotel operation that doesn't just run efficiently — but responds intelligently?
Five Vendors Worth Watching at HITEC 2025
Every year, HITEC arrives on a version of the same promise: that the next wave of hospitality technology is here and ready to move the industry into the upper echelons of digital transformation. But this year, the biggest question leading into the event is less about technology and more about integration. How do you build a hotel operation that doesn't just run efficiently — but responds intelligently?
Why hospitality agentic platforms are the future of hotel technology
Agentic platforms act as an AI orchestration layer above existing hotel systems, letting staff interact via natural language to execute multi-system workflows in seconds without replacing current tech investments. By Alan Young, VP, Strategy | Hospitality, Infor For decades, hotel technology has evolved by adding systems: a PMS for reservations, an RMS for pricing, a POS for food and beverage, a sales system, a housekeeping tool, and countless reports tying them together.
The Scotsman nominated for a host of honours in prestigious Scottish Press Awards
The Scotsman has been recognised for outstanding journalism across a range of categories The Scotsman has been nominated across 15 categories in the prestigious Scottish Press Awards due to be held next month. Catriona Stewartsecured four separate nominations as Reporter of the Year, Special Journalist of the Year for her work as education correspondent, Political Journalist of the Year after breaking a number of exclusives around Holyrood, and the Nicola Barry Award.
A daily Holyrood question time? Only if there are answers
Holyrood's outgoing Presiding Officer Alison Johnstone has suggested a daily question time session to help make the Parliament “responsive”. We would suggest that anything which increases scrutiny of the Scottish government and ministers would most certainly be a good thing but there is an important caveat. The ability to ask questions is not the main problem facing the Scottish Parliament, it is the likelihood of obtaining an answer.
Die Zeitmaschine
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Government must act on windfall tax warnings
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John Swinney’s big problem is the last 18 years
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DuckTales: The Movie - Treasure of the Lost Lamp
1h 14min Where to watch Watch for free Synopsis Trailers Similar titles Subtitle languages English Audio technology Generic 5.1 74min - English, Spanish Audio languages English, Spanish Subtitle languages Italian, Russian, Turkish, Spanish, Finnish 74min - English, Spanish Audio languages English, Spanish Subtitle languages Italian, Russian, Turkish, Spanish, Finnish 74min - English, Spanish Audio languages English, Spanish Subtitle languages Spanish, Finnish, Italian, Russian, Turkish...
Spending review: Actions speak louder and clarity for Acorn is now vital
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NHS in Scotland is on the critical list but all hope is not lost
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Will the Human Touch Become the Ultimate Hotel Luxury in an Automated World?
The $50 room service hamburger wasn’t memorable for its Wagyu beef or truffle aioli. What made it extraordinary was the moment it arrived at 2 a.m., delivered to a jet-lagged executive by John, the room service attendant. With a quiet smile, John said, “I noticed you ordered this same meal during a late arrival last time.
Navigating the Modern Hotel Property Management Landscape: A Must-Read for Hotel Executives
In the hospitality industry, the objective is to thrive, not merely survive. It's essential to spot the warning signs of an outdated property management system, make timely adjustments, and know when it's time to upgrade to a solution that better aligns with your business goals. As Charles Darwin said, “It is not the strongest of the species that survives, nor the most intelligent that survives.
Opening and closing bridge which links Scottish towns is tested for first time
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21 pictures of Tartan Army invasion of Stuttgart as excitement mounts ahead of crunch Scotland vs Hungary Euro 2024 match
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Empowering Great Hospitality: Hospitality Tech Pioneer Dexter McKenzie Shares His Entrepreneurial Journey and Secrets to Over 3 Decades of Success
By Alan Young, Hospitality Industry Advisor and Co-Founder of Puzzle Partner Most of us look back on our first job with a mix of nostalgia and relief; after all, the traditional entry points into the job market are typically far from glamorous.
Emmanuel Macron dissolves France’s National Assembly after far-right surge in EU elections
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22 pictures of Taylor Swift on stage at Edinburgh's Murrayfield Stadium on Eras tour
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Donald Trump found guilty on all counts in historic criminal trial
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AI and Human Input: Hospitality Leader Andrew Rubinacci Shares His Recipe for Revenue Management Success
By Alan Young When I asked Andrew Rubinacci to describe the early days of his illustrious hospitality career, his answer was one you might not expect—“I was a guinea pig,” he’ll say with a smile.
AI and Human Input: Hospitality Leader Andrew Rubinacci's Shares His Recipe for Revenue Management Success
When I asked Andrew Rubinacci to describe the early days of his illustrious hospitality career, his answer was one you might not expect—“I was a guinea pig,” he’ll say with a smile.
Donald Trump’s history-making hush money trial begins in New York
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Man arrested after reported stabbing at church in Sydney days after mall attack
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Several people feared dead in Sydney shopping centre stabbing
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Israel admits responsibility for 'unintentional' air strike which killed three British aid workers
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The Twin Pillars of Hospitality Business Growth
By Alan Young I began my hospitality career over 40 years ago, working in operations at a downtown hotel in Vancouver, British Columbia. I was a minibar attendant. The first thing I noticed about the industry was how incredibly nice and gracious the people I worked with and the guests I served were. My bosses were also highly supportive, ensuring I had the tools and training to feel comfortable and perform my job effectively.
Trust and Relationships: The Twin Pillars of Hospitality Business Growth & By Alan Young
The hospitality industry is all about relationships. Relationships between co&workers, guests, those in positions of prominence, and those cementing their place are of paramount concern. Without the relationships that are the bedrock of our industry, we would be nothing more than those who work in a building where people sleep in rooms.
Knowland Reveals a Significant Lift in Data Usage by Conference and Convention Centers
Los Angeles Convention Center Knowland announced a significant increase of 50 percent in convention and conference center platform usage in 2023. This speaks to the impact and importance of data-driven insights in staying ahead of the competition and increasing revenue from the full range of space sizes. Knowland’s recent meeting planner survey revealed that groups are more likely to relocate events to alternative markets than move down in chain scale to reduce costs.
The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry
By Alan Young In the last several weeks, I've been chatting with many people about the hotel industry's continued decline in guest service. The consensus seems to be that the downturn is due to factors such as the need for passionate hospitality workers, insufficient training initiatives for frontline employees, and the fact that, in some instances, management is more focused on data than on developing a culture of excellent service.
The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry
In the last several weeks, I’ve been chatting with many people about the hotel industry's continued decline in guest service. The consensus seems to be that the downturn is due to factors such as the need for passionate hospitality workers, insufficient training initiatives for frontline employees, and the fact that, in some instances, management is more focused on data than on developing a culture of excellent service.
Has the ‘New’ Service Culture Become the ‘No’ Service Culture?
In my hometown of Barrie, Ontario, I spent some time chatting with some of the GMs of the hotels within our city limits. Most hotels in Barrie are what we would call “limited service”, however, some do offer more than others when it comes to amenities. I asked each GM what type of true service training each employee receives. Their answers were hit-and-miss. Some offer in-house training, and others offer the brand standard training, but very few of them truly offer service training.
The Role of Branding Within the Travel and Hospitality Technology Industry
By Alan Young Branding plays a crucial role in niche verticals by helping businesses establish a strong and distinct identity within their specific market segment. According to a study conducted by Forbes, 82% of consumers are more likely to trust a brand that is tailored to their specific needs and interests. This highlights the importance of creating a brand that resonates with the target audience, as it can significantly impact consumer trust and loyalty.
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