For 16 years, the Hotel Visionary Awards have sought to honor hotel companies for outstanding leadership in customer-facing and enterprise innovation. This year’s winners demonstrated that hotels were working to improve back-of-house operations in 2019, by upgrading legacy systems to cloud-first applications that enable their brands to be nimble, efficient and quick. Additionally, our customer-facing innovator found a way to make a significant impact on customer service by creating a chatbot so intuitive it can respond to emojis, detect customer service problems, and proactively offer solutions. The 2020 Visionaries are:

2020 Customer Facing Innovator: Edwardian Hotels London

2020 Enterprise Innovator: Hyatt

2020 Enterprise Innovator: Motel 6

2020 Enterprise Innovator: RLH Corp.