Hotel Tech Insider
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The HotelTechInsider podcast interviews the top leaders at the convergence of hotels, travel and technology. Guests include founders, executives, top hoteliers and industry organization leadership. Find all of the episodes at hoteltechreport.com
41 Episodes
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How can embracing change and technology redefine the future of hospitality? In this episode, Sven Goosen, Chief Operating Officer of Yotel, reveals the transformative power of tech in enhancing guest experiences and operational efficiency.Key Takeaways:Learn about the importance of a holistic tech stack and the role of customer interaction platforms like Zendesk in improving communication and satisfaction levels.Understand the balance between automation and personalized service, and how Yotel is leveraging AI to enhance guest interactions while maintaining a human touch.Regular tech stack reviews ensure alignment with business needs. Yotel's approach involves cross-departmental collaboration for continuous innovation.
What if the key to enhancing your hotel’s guest experience lies not just in technology, but in empowering your staff? In this episode, Kariana Fiskvik, Senior Vice President of Technology at Strawberry, reveals how focusing on employee support can revolutionize the hospitality industry.Key Takeaways:Discover how Strawberry is leveraging generative AI to streamline employee training and enhance operational efficiency, ultimately improving guest interactions.Learn why prioritizing staff well-being and training can lead to a more authentic and engaging guest experience, challenging the conventional focus on customer journey alone.Explore the innovative partnership between Strawberry and Norwegian Air, which aims to consolidate loyalty points and create a seamless experience for travelers.
Why it matters: Kasa Living, led by CEO Roman Pedan, is revolutionizing hospitality with a tech-centric approach, enhancing profitability and guest experience.Key Points:Tech Integration: Kasa has developed proprietary systems, including a PMS, trust and safety system, and self-check-in technology, to streamline operations and reduce costs.Operational Efficiency: Their labor-light model, driven by centralized services and AI, achieves a 70% gross operating profit margin, significantly higher than the industry average.Flexible Living: Kasa addresses the growing demand for flexible living arrangements, converting vacancies into cash flow and future-proofing properties.Strategic Partnerships: Trusted by major real estate players like Starwood Capital and KKR, Kasa's model focuses on management agreements rather than risky master leases.Gen AI Applications: Kasa leverages AI for customer service, revenue management, and property listings optimization, enhancing both guest experience and profitability.The Bottom Line: Kasa Living's innovative use of technology and strategic focus on flexible living and institutional partnerships position it as a leader in the evolving hospitality landscape.
Arjun Balji, President of Royal Orchid Hotels, shares insights on leveraging technology to drive growth and efficiency in a competitive market.Key Points:Tech Stack Integration: Royal Orchid uses a combination of tools to create a cost-effective, seamless tech ecosystem.Cloud Migration: Initiated four years ago, the shift to cloud-based PMS has enabled real-time monitoring and daily P&L accounts for each hotel.Guest Experience: Implementing a web app for concierge services and exploring AI voice tech to cater to India's diverse linguistic landscape.Rewards Program: Offers 2-4% cashback, instant rewards, and integrates with the booking engine for personalized guest experiences.Future Goals: Expanding the Regenta Zed franchise model with a "hotel in a box" approach, aiming for 200 hotels in two years.What’s next: Royal Orchid is piloting virtual tools for banqueting and mobile check-in solutions to enhance operational efficiency and guest satisfaction.
How can embracing technology not only streamline operations but also enhance the personal touch in hospitality? In this episode, Christian Müller, Group Manager of Technology at Schani Hotels, reveals how innovative tech solutions are reshaping the guest experience.Key Takeaways:Discover how Schani Hotels transitioned from a traditional app-based check-in system to a seamless digital guest journey, achieving a remarkable 70% adoption rate for mobile check-ins.Learn about the importance of a flexible tech stack that integrates various systems, allowing for automation of 85 operational tasks, ultimately freeing staff to focus on guest interactions.Understand the surprising shift in guest communication preferences, with over 60% opting for WhatsApp over email, and how this personalizes the guest experience.
Are you truly maximizing your hotel’s direct booking potential? In this episode, Juanjo Rodriguez, founder of The Hotels Network, reveals the secrets behind driving revenue through innovative technology and personalization strategies.Key Takeaways:Discover how personalization can significantly enhance the booking experience, leading to higher conversion rates on your hotel website.Learn about the importance of benchmarking your hotel’s performance against competitors to identify opportunities for improvement and growth.Explore actionable insights on how to leverage AI and data analytics to optimize your marketing strategies and enhance customer engagement.
How do you build a cutting-edge tech stack for a luxury resort from the ground up? In this episode, Bill LeGrand, Executive Director of Commercial Applications at Vai Resort, shares his insights on creating a guest-centric technology ecosystem that enhances the overall experience.Key Takeaways:Discover the importance of selecting the right vendors and technologies to create a seamless integration across various systems, including PMS, CRM, and booking engines.Learn about the unique challenges of operating a resort with a built-in music venue and how immediate financial transactions are crucial for ticketing and reservations.Explore the future of guest experience through innovative applications like AI, mobile ordering, and immersive wayfinding solutions.
Are direct bookings always the best choice for hotels? In this episode, Jens Egemalm, Director of Distribution at Pandox, reveals the surprising truth about distribution costs and channel management.Key Takeaways:Discover why understanding the true cost of distribution is crucial for maximizing net revenue across various booking channels.Learn how to effectively analyze and compare the performance of direct bookings versus third-party channels to make informed decisions.Explore the importance of utilizing technology, like BI tools, to gain real-time insights into distribution efficiency and optimize revenue strategies.
What if you could combine the reliability of a hotel with the unique charm of an Airbnb? In this episode, Matt Shanley, Director of Revenue and Operations at The Neighborhood Hotel, reveals how technology is reshaping the hospitality landscape.Key Takeaways:Discover how The Neighborhood Hotel merges the best aspects of traditional hotels and Airbnb experiences to create a unique guest offering.Learn about the critical role of technology in streamlining operations, from property management systems to revenue management tools.Explore the importance of guest communication and automation in enhancing the customer experience, ensuring seamless check-ins and personalized interactions.
How can technology redefine the guest experience in the hospitality industry? In this episode, Mattias Tanski and Erik Bergsten from CIC Hospitality reveal their innovative approach to integrating cutting-edge tech into their operations.Key Takeaways:Discover how CIC Hospitality leverages hologram receptionists and AI-driven systems to enhance guest interactions and streamline operations.Learn about the importance of employee satisfaction tools and how they correlate with operational efficiency and revenue.Explore the role of sustainability in hotel management and the technology used to track and reduce resource consumption.
How can budget hotels leverage technology to enhance guest experiences and streamline operations? In this episode, Dominic Klein, Managing Director of McDreams Hotels, reveals the transformative power of tech in the hospitality industry.Key Takeaways:Discover how McDreams Hotels implemented an open API-based PMS to improve flexibility and operational efficiency.Learn about the integration of AI, including their virtual assistant Lisa, which has significantly reduced response times for guest inquiries.Understand the importance of hyper-segmentation in marketing and how data-driven strategies can enhance guest communication and satisfaction.
How can technology enhance the personal touch in hospitality without replacing the human element? In this episode, Dina Belon, President of StayPineapple, reveals how innovative tech solutions are reshaping the guest experience while empowering hotel staff.Key Takeaways:Discover how StayPineapple leverages cloud-based technology to streamline operations and enhance guest personalization.Learn the importance of involving end users in the technology selection process to ensure successful implementation and buy-in.Explore the role of AI in improving guest interactions and feedback management, while maintaining a human touch.
How can data integration and innovative marketing strategies redefine the hospitality landscape? In this episode, Bridget Tran, CMO of Method, shares her insights on leveraging technology to enhance guest experiences and drive revenue.Key Takeaways:Discover the importance of consolidating data across hotel departments to create actionable insights that improve operational efficiency.Learn how machine learning and AI are transforming performance marketing, allowing for dynamic ad optimization and better understanding of customer behavior.Explore the role of innovative technology partners like HubSpot and Domo in breaking down data silos and enhancing collaboration between marketing and revenue management teams.
How do you balance cutting-edge technology with the desire for guests to disconnect in a nature-oriented hotel? In this episode, Fred Brown, Vice President of Operations at Hansjie Corporation, shares his unique insights on navigating the evolving landscape of hospitality technology.Key Takeaways:Discover how Fred's hands-on approach to technology empowers hotel staff to troubleshoot issues effectively, enhancing guest satisfaction.Learn about the critical importance of guest internet connectivity, especially in remote locations, and how to manage costs while providing excellent service.Understand the strategic shift towards creating outdoor-focused properties and how to align technology with guest preferences for a memorable experience.
How can a small team leverage technology to create a seamless guest experience and drive revenue growth? In this episode, Stein Beauprez, CTO of Outsite, reveals the innovative strategies that have transformed their approach to hotel management.Key Takeaways:Discover how Outsite built a custom booking engine and mobile app to enhance the guest experience and maintain brand consistency throughout the customer journey.Learn about the importance of integrating AI tools, like ChatGPT, to streamline communication and improve operational efficiency within the reservations team.Understand the unique business model of Outsite, which focuses on creating community-driven spaces for remote workers, and how technology plays a crucial role in this vision.
What if you could run a hotel with minimal staff while maximizing guest satisfaction? In this episode, Martin Stockburger, founder and managing director of Koncept Hotels, reveals how a digital-first approach and sustainable practices can redefine the hospitality landscape.Key Takeaways:Discover how Koncept Hotels leverages technology to streamline operations and enhance the guest experience, allowing for a lean staffing model without sacrificing service quality.Learn about the importance of localizing hotel experiences and how this strategy can differentiate your brand in a competitive market.Explore actionable insights on integrating artificial intelligence to handle common guest inquiries, freeing up staff for more complex interactions and improving overall efficiency.
What if the future of hotels lies in the balance between luxury and automation? In this episode, Matthias Beinlich, CEO of B'mine Hotels, reveals how his innovative hotel group is redefining the guest experience through cutting-edge technology and unique features like car elevators.Key Takeaways:Discover how B'mine Hotels is leveraging AI to streamline operations and enhance guest interactions, including the surprising efficiency of AI-driven review responses.Learn about the integration of advanced technology in hotel operations, from PMS systems to digital guest journeys, and how these tools can improve both staff efficiency and guest satisfaction.Explore the unique concept of car elevators in hotels and how this feature not only differentiates B'mine Hotels but also caters to the specific needs of business travelers and MICE customers.
What does it truly take to navigate the complex landscape of hotel technology and achieve seamless integration across systems? In this episode, Sven Ephithite, head of hotel systems at Strawberry, one of Scandinavia's largest hotel companies, shares invaluable insights from his nearly 30 years in the industry.Key Takeaways:Discover the critical importance of communication and change management when migrating from legacy systems to modern cloud-based solutions, as Sven compares the transition to moving from a Nokia to an iPhone.Learn how to effectively evaluate and implement new software solutions, including the role of user feedback and the significance of partnerships with vendors like Mews and Event Temple.Understand the challenges and strategies involved in standardizing data across multiple systems, and how a robust data warehouse can empower decision-making and enhance operational efficiency.
What if technology could enhance your guests' experience without them even noticing? In this episode, Julian Trautwein, co-founder of Raus, reveals how his innovative approach to nature-based stays is redefining the intersection of hospitality and technology.Key Takeaways:Discover how Raus leverages technology to create a seamless, off-grid guest experience while maintaining a strong connection to nature.Learn about the unique operational model that empowers local landowners to become hosts, enhancing both guest satisfaction and community engagement.Explore the surprising role of sustainability in hotel technology, including energy management systems and eco-friendly waste solutions that can inspire your own property.
How can technology redefine the guest experience and operational efficiency in the hotel industry? In this episode, Floor Bleeker, CTO of Accor, reveals groundbreaking insights into the future of hotel technology and digital transformation.Key Takeaways:Discover how Accor's centralized technology organization is streamlining operations across over 5,600 properties worldwide, enhancing both guest and employee experiences.Learn about the innovative use of delivery robots in hotels, showcasing how technology can solve real-world challenges like food delivery logistics while maintaining security and guest satisfaction.Understand the strategic shift from a multi-PMS approach to a single cloud-based PMS, enabling faster hotel integrations and improved data management, which is crucial for leveraging AI and automation.
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