Christina Pappas, President & CEO, Massachusetts Lodging Association
In an interview with Invest:, Christina Pappas, president and CEO of the Massachusetts Lodging Association, said that international travel, business meetings, the luxury segment, and sporting events are poised for growth. She also discussed why workforce development remains a priority.
What are some of the major highlights from this past year, particularly regarding growth and key initiatives?
The association has been around for 120 years. We exist to provide networking, education and advocacy for our members, the lodging associations throughout the Commonwealth. During the pandemic, our focus was on supporting our members in any way we could. As business has started to return over the past couple of years, we have been working hard to continue to build our membership and enhance the programs we offer.
We host a few key events annually. One of these is a golf tournament that raises money for our foundation, allowing us to provide scholarships to high-school and college students entering the hospitality industry. This year, we were fortunate to have record-breaking attendance and raised $60,000, which will translate into many scholarships.
We also organize an event called “Stars of the Industry,” which has been running for 28 years. This event honors frontline staff who go above and beyond in their daily roles, significantly contributing to our industry. The event took place at Fenway Park in June, with record-breaking attendance, and it was a wonderful celebration.
Another key event is Outlook, where we present our forecast for the coming year, which is crucial for hotels as they plan their marketing and budgets. This year’s event also saw record attendance. Our focus remains on providing valuable events and networking opportunities while continuing our daily advocacy efforts. Looking ahead, we aim to expand our programming to serve the entire state, including the Cape, North Shore, Central, and Western Massachusetts. Many hotels in these areas are smaller and have different needs, so we are developing ways to provide tailored services and get them more involved with the association.
What are some key elements that make Massachusetts and the Greater Boston region attractive for tourism, business visitors, and more?
Boston and Greater Boston offer something for everyone. The city’s accessibility is a major draw, with Logan Airport just three miles from downtown, making it easy for people to come and go quickly, whether for business or leisure. The airport also provides non-stop service to 84 domestic and 59 international destinations.
The presence of world-class institutions like universities, hospitals, biotech firms, and financial institutions draws both business and leisure visitors. For business travelers attending meetings and events, the proximity to these resources, whether you are a scientist, inventor, or professor, provides unparalleled opportunities.
For leisure visitors, Boston offers a blend of rich history and modern innovation. The city is known for many “firsts,” such as the first subway system and the first public college, showcasing a legacy of pushing boundaries. Boston is compact yet offers everything a big city does but on a much smaller, more accessible scale. Its European feel, combined with the fact that it is the closest U.S. city to Europe, makes it particularly appealing to international visitors.
What are some of the biggest opportunities in tourism and hospitality for the region?
We are seeing significant growth opportunities, especially in international travel and business meetings and events, which are starting to bounce back. Massachusetts has excellent nonstop air service from all over the world, and we expect business from international markets, particularly European markets, to continue growing.
Sporting events also present great opportunities. With outstanding facilities and a wealth of collegiate and professional teams, the region can host everything from high school lacrosse competitions to major events like the World Cup in 2026. This broad capability positions us well to capture new and growing markets in the tourism and hospitality sectors.
With high-end properties in the region, what other opportunities do you see in this sector of the industry?
The luxury visitor has always come to the Boston area and to Massachusetts as well. There are beautiful high-end properties throughout the state, and I believe that there is more opportunity to target those visitors. There is also opportunity on the medical side of things. Many people travel to the region for medical treatments, and some international visitors will stay for extended periods of time while someone undergoes treatment. So, there is opportunity in that segment as well.
But the beautiful thing about Boston, Greater Boston, and the Commonwealth of Massachusetts is that there is something for everyone. We are not just a place for high-end visitors as we have budget properties and many mid-range and higher-end properties as well. This allows us to attract all different segments, whether it is a group of medical professionals, investment professionals, families on vacation, student groups or friends on a getaway. Whether it is leisure, business meetings, or events, we can attract it all because there are accommodations, attractions, and restaurants that appeal to all customer levels.
What are some of the most recent policy issues that are affecting the lodging industry in the region that the association is advocating for?
It is always ongoing, but one of the issues we are addressing include human trafficking awareness and prevention. There is legislation at the State House right now that we are supporting. Whether it is supporting or fighting certain legislation, we work on a range of issues to address our members’ needs. All in all, our advocacy efforts continue to protect the lodging industry.
How do you see technology transforming the lodging industry and what role do you think it will play in the future?
Technology is here to stay, and you already see it in many hotels. Keyless entries, where your phone acts as your key, and mobile check-ins are just some examples. There are also robots in some hotels which make deliveries to rooms. There are robots that help with cleaning, which are similar to home-use robots like Roomba.
However, I think the real growth will be in technology that helps market, promote, and enhance the guest experience. For instance, some companies offer services that engage guests through automated emails after they make a reservation, informing them of what is happening at the property. As the visit approaches, guests receive updates on local events and attractions based on their profile. I believe technology will continue to grow, especially in marketing, making the guest experience even better.
What is your assessment of the labor pool in the region, and how is the association working to support workforce development?
Workforce development is a significant issue. There are still many needs within the hotel industry, and the association is focused on educating people about the career paths available in hospitality. There are not many industries where you can start as a busboy or housekeeper and end up as a general manager of a hotel. You do not always need a college degree; you just need to work hard and be dedicated.
We are also working with high schools and colleges across Massachusetts that offer hospitality programs, helping connect students with hotels for internships. We are trying to build the workforce pipeline and encourage more people to consider hospitality as a viable career path.
What is your vision for the lodging industry over the next decade, and how is the association positioned to support it?
My vision is for the lodging industry to continue thriving, with a steady flow of tourists, business travelers, and meeting and convention attendees filling our hotels and contributing to the vibrancy of the Commonwealth. Many people do not realize that cities and towns, especially smaller ones, cannot thrive on residents alone. Tourism and business travel are essential for supporting local businesses, restaurants, and shops.
I hope every town continues to thrive, with lodging and tourism playing a key role. The Massachusetts Lodging Association will continue to support hotels, providing them with the education, networking, and resources they need to succeed and help keep Massachusetts the great state it is.
