People at the Heart of Hospitality

John Hamm, a Regional Director of Business Travel at KAJ Hospitality and Area Director of Sales for Wichita, brings over a decade of leadership experience in the hospitality industry. Honored with Visit Wichita’s 2016 Innkeeper of the Year award, he assists multiple properties across Kansas, North Dakota, Wyoming, and Nebraska, with a new Sioux Falls, SD hotel opening soon. His expertise spans sales, marketing, and business travel strategy.

In an exclusive interview with Hospitality Business Review, he shared invaluable insights on how success in the hospitality sector blends adaptability, cultural awareness, and personal connections to craft unforgettable guest experiences.

Four Decades in Hospitality

I have been part of the hospitality industry for nearly four decades. What started as a part-time job to support my education quickly became a lifelong passion. Over the years, I have witnessed the industry transform from manual processes, such as credit card impressions on paper slips and handwritten folios, to AI-driven platforms and global booking systems.

Today, as the Regional Director of Business Travel at KAJ Hospitality, I oversee national accounts, group bookings, and strategic partnerships across our Wichita and Omaha properties, which include Marriott and IHG brands.

A typical day in my role involves analyzing rates, generating production reports, and researching accounts through platforms such as Sabre and Cvent. I focus on building and maintaining relationships with local and national clients. My work strikes a balance between data-driven insights and the human touch, which remains central to hospitality.

From Hurdles to Horizons

One of the biggest challenges in today’s travel landscape is the increasingly fragmented booking process. Many companies have scaled back or eliminated their internal travel departments, instead relying on individuals or third-party agencies. This often leads to inconsistent sourcing, missed opportunities for negotiated rates, and reduced visibility into overall travel volume. I have personally managed cases where a single group booking came through five different channels, making it difficult to track, manage, and optimize.

Another challenge is the weakening of direct relationships between hotels and corporate clients. With online travel agencies and unmanaged bookings dominating the market, companies often lose out on the cost savings and personalized service that come with negotiated partnerships. This disconnect affects efficiency and diminishes the guest experience.

 

On the technology front, artificial intelligence (AI) is proving to be a game-changer. It has the potential to streamline booking processes, enhance personalization, and reduce overhead costs. Companies can regain control over their travel programs without expanding payroll by utilizing smart systems to manage preferences, budgets, and compliance. However, this same accessibility has also led to what I call “event hijacking.” Some companies reserve a large number of hotel rooms for significant events. This practice makes it difficult for others to book rooms directly and often forces them to go through the companies. It’s a double-edged sword, and the industry must adapt with integrity and foresight.

At KAJ Hospitality, one initiative I am particularly proud of is our adoption of the EOS system. This program has helped us improve staff training and unify service standards across our brands and locations. It’s about efficiency and elevating the guest experience, ensuring that every team member approaches hospitality with the same mindset and commitment to excellence. It’s not just about efficiency; it’s about creating a consistent, welcoming experience for every guest.

We are also exploring AI integration to remain agile and prepared for the shifts ahead, leveraging technology to strengthen operations while keeping service at the forefront.

The Future of Business Travel and Advice to Peers

The future of business travel will be shaped by remote work, digital collaboration, and evolving guest expectations. While AI and virtual platforms may reduce the need for some corporate travel, the remaining travel will become more intentional and more competitive.

That’s why I focus heavily on networking. I stay active on LinkedIn, participate in local chambers and business associations, and maintain strong ties with event committees, such as Visit Wichita. These relationships generate referrals, foster trust, and keep our brand at the forefront of our customers' minds.

Advice to Peers

For professionals looking to grow in the business travel and hospitality sector, I emphasize the importance of continuous learning, adaptability, and cultural sensitivity. Our industry is global, and cultural awareness can make or break the guest experience. I have seen staff struggle when they unknowingly impose local norms on international guests. Small gestures, like understanding cultural etiquette, adjusting eye contact, or knowing when to step back, can make a profound difference.

At the end of the day, hospitality is about connection. This business is like adding 40,000 people to your family every year. You never know who you will meet: a NASA trainer, a world-famous band, or even a horse in the elevator. It’s those unpredictable, human moments that make this work so rewarding.

Technology will evolve, and markets will shift, but the heart of hospitality will always be the people we serve and the stories we create together.