The Hospitality Show, taking place Oct. 26-28 at the Colorado Convention Center in Denver, will bring together 5,000 attendees and promises to drive profitability for owners, operators and hospitality innovators through dedicated content, extensive networking and 400+ operations and technology vendors.
In this installment of The Hospitality Show Speaker Q&A, we catch up with John Drugan, vice president of operations at EOS Hospitality.
1. What’s one shift you’re excited to see gaining momentum in hospitality right now?
I’m encouraged by the industry’s accelerated focus on personalization powered by technology. From AI-driven guest profiles to smarter CRM systems, we’re finally reaching a point where technology enhances, not replaces, the human touch. This shift allows teams to anticipate guest needs, reduce friction in the journey, and deliver a level of service that feels both seamless and genuine. It’s a marriage of high-tech with high-touch, which is exactly where hospitality should be heading.
2. What’s one overlooked trend or innovation you believe deserves more traction in the year ahead?
I believe employee experience innovation deserves far more attention. We’ve invested heavily in elevating the guest journey, but the same innovation hasn’t always extended to the people delivering it. Whether it’s new training platforms, wellness-focused scheduling tools, or career-path technology, innovations that empower our teams directly translate into better guest satisfaction and long-term retention. In a tight labor market, this is not just a “nice-to-have”, it’s a business imperative.
3. What do you see as the biggest opportunity for hospitality businesses in the year ahead?
The biggest opportunity lies in sustainable growth strategies that combine environmental responsibility with commercial advantage. Travelers are increasingly choosing brands aligned with their values, and sustainability initiatives—whether in energy efficiency, food sourcing, or waste reduction, are no longer peripheral. They’re central to brand identity and profitability. Businesses that embrace this shift now will win not only the loyalty of today’s guests but also the next generation of travelers.
4. What advice would you give to emerging leaders in hospitality as they navigate the future of the industry?
I would encourage emerging leaders to balance agility with empathy. The industry is evolving faster than ever, with shifting traveler expectations, new technologies, and global disruptions. Leaders who can adapt quickly while keeping people—both guests and teams, at the heart of decisions will thrive. Don’t just chase innovation for innovation’s sake; focus on solutions that enhance human connection. And above all, invest in listening. The best leaders in hospitality are those who truly understand the voices of their teams and their guests.
5. What are you most looking forward to at The Hospitality Show this year — whether it’s on the show floor, on stage, or behind the scenes?
I’m looking forward to the conversations that happen at the intersection of innovation and tradition. On the show floor, I’m eager to see how emerging technologies are being applied in real, scalable ways. On stage, I’m excited for the insights from peers who are pushing boundaries in guest experience and workforce engagement. And behind the scenes, I look forward to reconnecting with colleagues, sharing best practices and building the relationships that will shape the future of our industry together.
To learn more from Drugan, come here him speak as part of the Stronger Together: Building Local Partnerships That Drive Results panel at this year's The Hospitality Show, Oct. 26-28 in Denver. For more information and to register, visit https://www.thehospitalityshow.com