Hotel Tech Insider

What if your busiest check-in nights didn’t require a front-desk line at all—even when most guests booked through OTAs? In this episode, Fabio Passos, Owner & CEO of QDI USA Developments (a multi-property operator with hotels across Florida and Brazil) breaks down the practical playbook he’s used to modernize arrivals, improve security, and squeeze more signal out of property data—without waiting for a brand to catch up.

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What if the fastest way to improve service, upsells, and loyalty isn’t adding staff—but redesigning how guests communicate with your hotel?

In this episode, Greg Nawrocki, Director of Online Marketing at Linchris Hotel Corporation (30+ hotels across urban, resort, branded, and independent properties), delivers a rare, operator-level breakdown of how modern hotel marketing actually works in the wild—where technology has to prove ROI and still feel human.

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How do you scale hotel operations across brands, countries, and systems - without losing control or culture?

 In this episode of Hotel Tech Insider, we sit down with Øyvind Bøhm Frisak, Chief Commercial Officer at CIC Hospitality, to unpack how a fast-growing Nordic hotel operator is using AI, data, and unconventional guest-facing tech to drive efficiency, improve service, and prepare teams for the future.

 This conversation is especially relevant for hotel owners, operators, GMs, and commercial leaders managing multi-property portfolios, complex tech stacks, or brand-franchise environments—and anyone navigating the real-world impact of AI on hot...

Guest reviews aren’t just social proof anymore—they’re quietly becoming the backbone of pricing power, AI-driven discovery, and automated guest communication. In this episode of Hotel Tech Insider, Ben Jost, Founder and CEO of TrustYou, shares how nearly two decades of working with the world’s largest hotel brands has shaped his view on where reputation management is headed next—and why many hoteliers are still underestimating its impact.

Ben walks through TrustYou’s evolution from an early consumer review startup to the world’s leading guest feedback and reputation intelligence platform, including its acquisition by Recruit Hol...

What if removing your front desk—and doubling down on the right integrations—was the key to keeping your hotel profitable after COVID?

In this episode of Hotel Tech Insider, Roberto Pacaccio, Revenue & Expense Manager at GWT Hotels, shares how a five-property independent hotel group in San Francisco survived near-shutdown, rebuilt its operating model, and lowered its breakeven point by rethinking technology from the ground up.

What happens when a boutique hotel director builds a fully personalized “signature tech stack” from the ground up—and proves you don’t need to be a tech native to run one of the most digitally advanced 70-key properties in Berlin? In this episode, Tini Diekmann, Hotel Director at the acclaimed Hotel Oderberger, reveals the real-world tools, workflows, and mindsets that transformed her operations.

 This episode is designed for experienced hoteliers, GMs, and department heads who have lived through multiple system overhauls, survived legacy tech, and are looking for practical, proven strategies to modernize their operations without the chaos...

What happens when the Chief Commercial Officer of the world’s largest hotel franchisor rethinks the entire guest-to-tech relationship? In this episode, Wyndham CCO Scott Strickland reveals how a single global tech stack, empathetic AI, and vendor co-development are quietly reshaping hotel operations at a scale few brands on earth can match.

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Did you know 30–40% of guest calls to hotels go unanswered? In this episode, Harman Singh Narula, CEO and co-founder of Canary Technologies, shares how his team is tackling this operational gap while redefining the entire digital guest journey—backed by $80M in funding and multiple HotelTechAwards wins.

This episode is for veteran hoteliers, brand executives, and asset managers who want to understand where guest-facing technology is headed and how AI-driven innovations, tipping solutions, and digital workflows can translate into higher revenue and better guest satisfaction.

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• How Canary evolved from solving a niche paymen...

What if you could double your hotel’s efficiency—without adding headcount? In this episode, Michael Bohler, Founder of SUM Hospitality, reveals how he’s transforming independent hotels in Switzerland into high-performing, tech-enabled operations that run smoother, smarter, and more profitably.

 This episode is for hotel owners, general managers, and operations leaders looking to modernize their tech stack, reduce manual work, and build more sustainable, year-round business models.

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 • Hear how Sun Hospitality uses integrated systems to automate front-office and back-office tasks, freeing staff to focus on guest experience.
 • Learn how streamlined tech enables...

What happens when a 20-hotel operator treats brand data, RMS outputs, and labor costs as one system—and then points AI at it?

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What if your team could double productivity—without adding a single new hire? In this episode, Diego Fernández, CEO of Port Hotels, reveals how his 11-property Spanish hotel group is scaling smarter by automating repetitive work and treating technology as an investment, not a cost.

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What if you could design the perfect hotel room—not on paper, but by testing it in real life with 200 real guests? In this episode, Asli Kutlucan, CEO of TFE Hotels Europe, reveals how her team built a “lab hotel” in Berlin to reimagine hospitality from the ground up.

This episode is tailored for experienced hoteliers, executives, and owners who want to stay ahead of shifting guest expectations, leverage new technology, and explore strategies that balance innovation with operational efficiency.

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What if you could run a 116-property hotel portfolio without a single traditional front desk? In this episode of Hotel Tech Insider, Julius Anders, Head of Operations at Numa, reveals how his team is redefining hospitality with technology at its core.

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Can rethinking something as fundamental as market segmentation unlock new performance gains in hotels? Joe Pettigrew, Group Chief Commercial Officer at L+R Hotels—one of the world’s largest privately held hotel investment and operating groups—thinks so.

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 • Hear how L+R Hotels is standardizing PMS, RMS, and CRS across 100+ properties to unlock scale, consistency, and better reporting.
 • Learn why Pettigrew believes benchmarking intelligence platforms like CoStar, Amadeus, and Lighthouse matter more to revenue success than any single operational system.
 • Discover why stablecoins and AI discoverability could reshape payments, loyalty, and how hotels appear i...

What do you get when a 14-property hotel brand rips out its entire legacy tech stack—and lives to tell the tale? In this episode, Josh Edwards, Operating Systems Manager at Penta Hotels, takes us behind the scenes of one of the most ambitious tech overhauls in the European hotel market.

Takeaways:
• Hear how Penta Hotels saved 175,000+ staff hours annually by replacing outdated systems with a next-gen stack—without sacrificing service.
• Learn how to successfully manage change at scale, from piloting PMS platforms to gaining buy-in from skeptical hotel teams.
• Discover why 25% of guests now purcha...

Bob Hotels converted 70% OTA reliance to nearly 50% direct bookings in under a year—partly by using an AI phone agent (GoodCall) to convert phone inquiries into instant SMS-driven bookings.

Can a roadside motel really outperform the compset—and become the #1 value property in an entire city—within a year? In this episode, Janis Krums, Managing Partner at Bob Hotels, reveals how his team transformed a run-down Sleep Inn into a top-rated boutique brand using a fresh tech stack, street-smart branding, and startup-level hustle.

This episode is for experienced hoteliers, GMs, and asset managers looking to rev...

What can Four Seasons Bora Bora and a New Zealand hostel teach you about building smarter hotel tech stacks? In this episode, Michael Belanger, VP of Commercial Strategy at GCP Hospitality, unpacks the unique challenges—and surprising advantages—of managing one of the most diverse hotel portfolios in the world.

Takeaways:
• Learn why small and independent hotels are often more agile than global brands when it comes to adopting new technology.
• Get insider strategies for tech stack decisions across both luxury resorts and hostels—including tools like Mews, Triptease, and SiteMinder.
• Discover how GCP is rethinkin...

How can hostels balance cutting-edge technology with the irreplaceable value of human interaction? In this episode, Peter Zilke, COO of Safestay Hostels, reveals the secrets behind creating a vibrant community experience while leveraging innovative tech solutions.

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What if a humanoid robot could revolutionize the way your hotel operates? In this episode, Filip Linek, the innovative owner of two family-oriented hotels in the Czech Republic, shares how he's leveraging AI technology to enhance guest experiences and streamline operations.

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How can a hotel chain with over 5,700 properties transform its tech support into a human-centered experience? In this episode, Tariq Valani, Global SVP of Support Services at Accor, reveals the innovative strategies that are reshaping the way hotel technology is delivered and supported.

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How can leveraging technology transform the guest experience and streamline hotel operations? In this episode, Jose Suarez, the IT Director for The Capital Hotel Group, reveals how his team is redefining the hospitality landscape through innovative tech solutions.

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How can a hotel chain leverage cutting-edge technology to redefine revenue management and enhance guest experience? In this episode, Fernando Vives, Chief Commercial Officer at Minor Hotels, reveals the transformative strategies that are setting his organization apart in the competitive hospitality landscape.

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What if embracing digital transformation could unlock new revenue streams for your hotel? In this episode, Jason Jackson, Vice President of Operational Strategy and Integration at Schulte Hospitality, reveals how innovative technology is reshaping the hospitality landscape.

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How can technology enhance the human touch in hospitality without losing the essence of personal connection? In this episode, Scot Hopps, Senior Vice President of Operations at Lark Hotels, reveals the delicate balance between leveraging technology and maintaining genuine guest interactions.

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How can technology enhance genuine human connection in hospitality? In this episode, William Costley, COO of Time Hotels, reveals how the right tech stack can empower teams to deliver exceptional guest experiences while maintaining a strong service culture.

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Is your hotel technology stuck in the past? In this episode, Matthijs Welle, founder and CEO of Mews, reveals how innovative property management systems can revolutionize the guest experience and streamline operations.

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How can luxury hotels redefine the guest experience by transforming check-in and check-out into a more personalized journey? In this episode, Kris Leszczynski, Group GM at London based Edwardian Hotels, reveals innovative strategies that blend technology with exceptional service.

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How can a hotel brand leverage technology to enhance guest experience while maintaining a personal touch? In this episode, Stuart Godwin, Managing Director of Lamington Group, reveals the innovative strategies that have helped his company achieve over 50% direct bookings.

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What if you could manage 100 hotel receptions with just two staff members? In this episode, Kahraman Yigit, co-founder and CEO of Olive Living, reveals how innovative technology is reshaping the hospitality landscape and enhancing the human touch in service.

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Are your hotel’s technology systems holding you back from achieving growth? In this episode, Howard Phung, Group Director of Digital at Australia's Pro-invest Group, reveals how a strategic tech stack can transform your hotel operations and drive significant growth.

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Is the hospitality industry truly ready for a technology revolution? In this episode, Adam Harris, co-founder and CEO of Cloudbeds, reveals how innovative tech solutions are reshaping the guest experience and operational efficiency in hotels worldwide.

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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.

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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.

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Why it matters: Kasa Living, led by CEO Roman Pedan, is revolutionizing hospitality with a tech-centric approach, enhancing profitability and guest experience.

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Arjun Balji, President of Royal Orchid Hotels, shares insights on leveraging technology to drive growth and efficiency in a competitive market.

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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.

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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.

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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.

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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.

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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.

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