The Next Wave in Hospitality: Redefining Hotels for the Experience Economy - Bill Graf, ONDA
Update: 2024-10-04
Description
In this episode, Bill Graf, CEO of ONDA (Instagram), shares his thoughts on the future of hospitality and opportunities for innovation now.
Listeners will learn:
- Bill’s unconventional path into hospitality and the pivotal travel experience that inspired him to start ONDA (02:41 )
- The concept of "Hospitality 3.0" and how it's different from previous waves of innovation in the industry (09:59 )
- Why the next big opportunity in hospitality lies in serving niches (12:47 )
- Lessons from restaurants for hotels and lodging (13:58 )
- The history of experience in hospitality and how it's evolving (20:02 )
- The specific type of experience that presents the most opportunity now (21:30 )
- How HBR's “Four Realms of Experience” applies to hospitality (24:16 )
- Hospitality 3.0 focuses on these types of experiences (27:10 )
- Why Bill believes that service has become commoditized and what it will take to create truly differentiated guest experiences (28:41 )
- How recognition and personalization are a baseline expectation (30:54 )
- Experience is the way to drive the highest investment ROI (32:50 )
- The next frontier of innovation and opportunity: transformation (34:00 )
- The challenge of consistent excellence (35:56 )
- Why guests prefer self-serve technology now (38:00 )
- How technology allows hiring for personality, not traditional hospitality skills (38:51 )
Bill's writing on experience:
- Reflections on Hospitality 3.0
- Hospitality 3.0 and the Experience Economy (Part 1)
- Hospitality 3.0 and the Experience Economy (Part 2)
Mentions:
A few more resources:
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!
Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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