How has the hospitality industry changed over time?

Two decades ago, changes in hotel ownership and management, the growth
and development of online reservation systems and the proliferation of lodging
alternatives have altered the hospitality landscape, bringing new complexity to the
industry. Many facets of the hotel industry have shifted to adapt to new technology
and changing consumer behavior, which have in turn changed how hoteliers
conduct business.
These changes and ambiguities present new challenges, both large and
small, for the hospitality industry, requiring those at the forefront of the field to
anticipate and respond to the subsequent fallout. Just for example, today’s
consumers are more sophisticated and educated than they were 20 years ago. That
sophistication has touched many areas of the industry.