Hotel Tech Insider
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
GCP Hospitality's VP of Strategy on Automating Revenue Without Losing Control
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...
COO of Safestay on Redefining Hostel Hospitality with Tech
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.
Key Takeaways:
Discover how Safestay uses social media not just for marketing, but as a vital communication tool that enhances guest interaction before, during, and after their stay.Learn about the importance of a robust property management system (PMS) in managing high transaction volumes and streamlining guest communication, especially in a hostel environment.Understand the role of AI in hospitality...PECR Hotels CEO on Solving the Labor Problem with Humanoids
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.
Key Takeaways:
Discover how Filip is integrating a humanoid robot, named Bea, to handle administrative tasks and improve communication between staff and guests, setting a new standard for hospitality.Learn about the unique compensation model that ties staff salaries to guest satisfaction scores, fostering a culture of excellence and accountability.Explore the challenges and successes...Accor’s Global SVP on Centralizing IT Support for 5,700 Hotels
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.
Key Takeaways:
Discover how Accor centralized its support services from eight regional desks to a single global function, enhancing efficiency and user experience across its diverse portfolio.Learn about the importance of understanding user personas in tech support, and how prioritizing front-line staff needs can significantly impact guest satisfaction.Explore actionable insights on...Capital Hotels' Group IT Director on Custom-Built Hotel Tech Use Cases
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.
Key Takeaways:
Discover how The Capital Hotel Group built a hybrid system by integrating custom features into an off-the-shelf Property Management System (PMS), enhancing operational efficiency and guest engagement.Learn about the importance of data orchestration in personalizing guest experiences, from booking to post-stay communication, and how it can lead to higher satisfaction rates.Explore the role of...Minor Hotels' Chief Commercial Officer on Automating 2 Million Daily Rate Changes
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.
Key Takeaways:
Discover how Minor Hotels utilizes a proprietary forecasting system to automate pricing and optimize revenue management across over 400 properties in Europe and the Americas.Learn about the strategic partnership with Duetto that has enabled Minor Hotels to implement dynamic pricing and open pricing models, allowing for unprecedented flexibility and responsiveness to market...Schulte's VP of Ops Strategy on The Future of Digital Tipping in Hotels
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.
Key Takeaways:
Discover the impact of digital tipping software on employee satisfaction and guest experience, with over $120,000 in tips distributed in just seven months.Learn about the critical role of business intelligence tools like ProfitSword and Hotel Effectiveness in optimizing labor management and financial performance across a diverse portfolio of nearly 200 hotels.Understand the importance of adaptability and engagement...Lark Hotels' SVP of Operations on Scaling a $1B Boutique Management Company
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.
Key Takeaways:
Discover how Lark Hotels is revolutionizing the guest experience by integrating technology that enhances service without replacing the human element.Learn about the critical role of an effective accounting system, specifically HIA (Hotel Investor Apps), in driving operational success and improving financial reporting.Understand the strategic decision-making process behind migrating to a new...Time Hotels' COO on Building Flexible Tech Stacks for Rapid Growth
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.
Key Takeaways:
Discover the critical role of a Property Management System (PMS) in integrating various hotel operations and enhancing guest interactions.Learn about Time Hotels' innovative approach to expanding their brand portfolio, including the launch of lifestyle brands focused on sustainability and wellness.Understand the importance of a robust Request for Proposal (RFP) process in selecting a revenue...Mews CEO on Lessons from Building a Hotel Tech Unicorn
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.
Key Takeaways:
Discover how Mews is breaking down barriers between hoteliers and guests to create personalized experiences that enhance customer satisfaction.Learn about the pivotal role of tokenized payments and open APIs in modernizing hotel operations and driving revenue growth.Understand the importance of leveraging AI to transform guest data into actionable insights, enabling hoteliers to deliver tailored experiences that keep guests coming back.Edwardian Hotels' VP on Tech's Role Ultra Luxury
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.
Key Takeaways:
Discover how Edwardian Hotels leverages technology to create a seamless guest journey, from pre-arrival communications to personalized in-stay experiences.Learn about the importance of integrating CRM and PMS systems to enhance operational efficiency and guest satisfaction, allowing staff to focus on building relationships rather than administrative tasks.Explore the surprising role of technology in maintaining...Lamington Group's MD on Aligning Tech for Extended Stay
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.
Key Takeaways:
Discover how Lamington Group's unique Room 2 product combines the best features of serviced apartments, Airbnb, and traditional hotels to cater to a diverse range of guests.Learn about the importance of a user-friendly booking engine and how it can significantly reduce friction in the booking process, encouraging direct bookings over OTAs.Explore the newly launched...Olive Living CEO on the Future of Remote Hotel Management
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.
Key Takeaways:
Discover how Olive Living transitioned from co-living to a tech-driven hotel operator, leveraging AI and video conferencing to streamline operations and improve guest experiences.Learn about the unique implementation of remote reception management, allowing a single team to oversee multiple properties, significantly reducing operational costs while maintaining high service standards.Explore the integration of AI-enabled...Pro-invest Group Director of Digital on Hiring Tech Talent
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.
Key Takeaways:
Discover the critical importance of selecting the right Property Management System (PMS) and how ProInvest successfully reduced their PMS from eight to three, with plans to consolidate further.Learn about the role of AI in enhancing guest experiences and operational efficiency, and why it’s essential for hoteliers to prioritize AI in their tech stra...Cloudbeds CEO on Multimodal AI in Hotel Tech
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.
Key Takeaways:
Discover how Cloudbeds' multimodal AI is transforming data into actionable insights, enabling hoteliers to optimize revenue and enhance guest journeys.Learn about the five essential pillars of hotel operations that can streamline processes and improve staff efficiency, from guest acquisition to operational intelligence.Understand the surprising gap in customer engagement within the hospitality sector, as Adam shares his...Yotel's COO on Tech Forward Low Touch Hospitality
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...Strawberry's SVP of Tech on Building a Culture of Innovation in Hotels
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 an...Kasa CEO on Using Tech to Reimagine the Hotel P&L
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...Royal Orchid President on the Driving Grassroots Hotel Innovation
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...Schani Hotels' Group Technology Manager on Inheriting a Tech Stack
How can embracing technology not only streamline operations but also enhance the personal touch in hospitality? In this episode, Christian MĂĽller, 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 s...The Hotels Network Founder on Optimizing Your Hotel Website
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.Bill LeGrand on Building the $1B Vai Resort's Tech Stack from Scratch
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...Pandox's Director of Distribution Breaks Down How to Analyze the True Cost of Distribution
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.The Neighborhood Hotel's Director of Ops on the Aparthotel Tech Playbook
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...CIC Hospitality's CEO on Eliminating Manual Tasks in Hotel Management
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.McDreams Hotels' Managing Director on Immediate Applications of AI in Hotels
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.Staypineapple's President on Creating Brand Evangelists with Tech
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.Method CMO on Omnichannel Marketing Attribution in Hotels
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...Hansji's VP of Operations & Tech on Chain vs. Independent Hotel Tech
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...Outsite's CTO on Building the Future of Remote Work Hotels
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...Koncept Hotels' Founder on The Role of Digital in Limited Service
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...b'mine hotels CEO on Optimizing Hotel HR with Technology
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...Strawberry's Head of Hotel Systems on Switching and Piloting New Tech
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...Raus Co-Founder on the Future of Tech Enabled Glamping
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...Accor CTO's Hotel Tech Masterclass: Cyber Security, Sustainability and More
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...Place Value Hotels' Founder on Building a Data Driven Economy Hotel Brand
What if the secret to optimizing your hotel operations lies not in gut feelings, but in data-driven decisions? In this episode, Martin Kemmer, Managing Director of PlaceValue Hotels, reveals how leveraging smart data can revolutionize the guest experience and operational efficiency.
Key Takeaways:
Discover how PlaceValue Hotels uses smart cameras and data analytics to optimize staff workflows and enhance guest satisfaction, leading to significant time savings.Learn about the importance of a specialized tech stack, including the integration of PMS, booking engines, and revenue management systems, to create a seamless operational environment.Understand the role of...Radisson's Director of Operations on The Science of Digital Transformation
How can digital transformation drive profitability in the hospitality industry? In this episode, Patrick Apostolo, Director of Corporate Operations and Business Transformation for EMEA at Radisson Hotels, reveals the surprising ways technology can optimize hotel operations and enhance guest experiences.
Key Takeaways:
Discover how to leverage partnerships with innovative tech startups to enhance operational efficiency without breaking the bank.Learn the importance of a pilot-driven approach to technology adoption, allowing for real-time feedback and continuous improvement.Understand the critical role of data in predicting guest behavior and optimizing resource allocation, leading to increased profitability.Margaritaville's Chief Data Officer on the Tech Enabled Moments of Delight
How can a unique approach to loyalty redefine guest experiences in the hospitality industry? In this episode, Claudia Infante, Chief Data Officer at Margaritaville, reveals how innovative technology and a fresh perspective on loyalty are transforming the way hotels engage with their guests.
Key Takeaways:
Discover how Margaritaville's anti-loyalty program, which offers immediate perks without points or tiers, is driving guest retention and satisfaction.Learn about the critical technology partnerships that power Margaritaville's operations, including Salesforce for CRM and Synxis for reservations, and how these tools enhance the guest experience.Understand the importance of being nimble...Brittain Resorts CMO on Omnichannel Guest Acquisition
Is your property management system really the heart of your hotel’s technology ecosystem? In this episode, Patrick Norton, Vice President of Sales and Marketing at Britain Hotels and Resorts, challenges conventional wisdom and reveals how a customer data platform (CDP) can transform your marketing strategy.
Key Takeaways:
Discover why Patrick believes the PMS should not be the center of your technology stack and how a CDP can enhance your marketing efforts.Learn actionable strategies for leveraging AI-driven business intelligence to create personalized guest experiences that drive revenue.Understand the importance of a product-agnostic technology matrix th...The Zetter Group's Managing Director on Getting Big Results with a Small Team
Is your hotel technology keeping pace with the evolving needs of your guests? In this episode, Liutauras Vaitkevicius, Managing Director of The Zetter Group, reveals how innovative tech solutions can redefine the guest experience and streamline operations.
Key Takeaways:
Discover how Liutaurus has successfully executed over 30 system migrations, emphasizing the importance of open API connections in modern Property Management Systems (PMS).Learn how integrating a sophisticated Customer Relationship Management (CRM) tool has transformed guest data analysis, enabling personalized experiences that keep customers coming back.Understand the strategic decision to minimize in-room technology, focusing instead on enhancing...
