Episoder
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In this episode of Hotel Tech Insider, we had the pleasure of sitting down with Gorjan Lazarov, the CEO of Orea Hotels and Resorts, to dive into the topic of digital transformation within the hospitality sector. We shared our journey through both the hospitality and telecommunications fields, emphasizing how pivotal customer experience and innovation are to our industry. We discussed the technological advancements we've embraced at Orea, such as online check-in, tracking employee satisfaction, and even employing robots like Pepper for cleaning and service tasks. We stressed the crucial role that people play in our field and the necessity for digital literacy to meet evolving customer needs. Our conversation also explored the tech infrastructure at Orea, including our use of Hotel Time for managing properties and the emerging role of AI in optimizing revenue management. Additionally, we touched on our company's commitment to enhancing the guest experience, fostering employee engagement, and devising strategies for future expansion. The episode highlighted the transformative impact of technology on improving operational efficiency, increasing guest satisfaction, and steering the hotel industry towards a promising future.
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In this episode of Hotel Tech Insider, we had the pleasure of speaking with Matt Schwartz, the Chief Technology Officer at Sage Hospitality. Matt shared his extensive background in tech, starting from his economics major in college to his experience in various startup companies and retail giants like Staples and PetSmart. His journey into the hospitality industry began in 2010 when he worked for a ski resort company, eventually leading him to Sage Hospitality in 2015.
As the first CTO in Sage's 40-year history, Matt transformed the IT department from a cost center to a profit center. He emphasized the importance of leveraging technology to enhance business intelligence and analytics, CRM, cybersecurity, associate productivity, and the guest experience. Matt highlighted the significance of communication skills and continuous learning for success in the tech side of the hospitality space.
One of the key areas of focus for Sage is democratizing data with Microsoft Power BI, enhancing cybersecurity with partners like CrowdStrike and Arctic Wolf, and deploying innovative technologies like robots and AI for guest experiences. Matt also discussed the potential of upcoming technologies like appless mobile key systems and Apple's Vision Pro for virtual reality experiences.
Moreover, Matt shared insights into Sage's operations, including managing 65 hotels and 40 restaurants across the US, focusing on growth and acquisitions, and prioritizing guest experiences through innovative tech solutions like kiosks for self-service check-ins and biometric authentication.
Overall, Matt's expertise and forward-thinking approach to technology in the hospitality industry provide valuable insights for hoteliers looking to leverage digital tools and strategies to drive growth and innovation in their properties. Stay tuned for more episodes of Hotel Tech Insider to learn from industry experts and stay updated on the latest trends in hotel technology.
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In this episode of Hotel Tech Insider, we have the pleasure of speaking with Antonio Ducceschi, the Chief Commercial Officer of Star Hotels. Antonio shares his impressive career journey, starting from being one of Italy's youngest hotel General Managers to his current role at Star Hotels.
Antonio discusses the importance of having a clear vision for technology implementation to support growth, highlighting the shift from reactive to proactive technology adoption. He emphasizes the significance of distribution and revenue management systems in maximizing profitability.
Antonio shares insights on the impact of the pandemic on the hotel industry, emphasizing the need for hoteliers to hone their communication skills and challenge the status quo to drive success in today's dynamic world. He also stresses the importance of understanding cultural differences and preferences in a globalized industry.
The conversation delves into the essential skills for hoteliers, focusing on communication skills and the ability to adapt to diverse cultural backgrounds. Antonio highlights the role of technology in enhancing customer experiences, optimizing revenue, and managing reputation through tools like TrustYou for sentiment analysis.
The episode concludes with a discussion on the importance of personalization in the guest experience, utilizing technology to streamline processes and meet evolving customer expectations. Antonio's insights shed light on the evolving landscape of the hospitality industry and the critical role of technology in driving success.
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In this episode of Hotel Tech Insider, we had the pleasure of speaking with Lior Seckler, the Senior Vice President of Revenue Management at HRI. Lior shared his extensive experience in the hotel industry, starting from his background in restaurant technology to his journey through revenue management at Hilton before landing at HRI in 2010.
Lior oversees a team of revenue managers working with both branded and independent hotels. He emphasized the importance of leveraging technology to drive revenue, increase market share, and ensure profitability. Lior highlighted the need for innovative, user-friendly, and reliable technology partners to support their revenue management strategies effectively.
One of the critical technology partners Lior mentioned was Lighthouse, which provides comprehensive BI solutions and analytics beyond just rate shopping. He also discussed the benefits of using Duetto for revenue management at their independent properties in the Bay Area.
Lior shared insights into their tech stack, including tools like OTA Insight, Spyder, TravelClick, and Vena for business intelligence and accounting. He emphasized the importance of keeping their tech stack cutting-edge and ensuring seamless integration of data from various sources.
The conversation delved into the challenges and opportunities in the hotel industry, including the impact of vacation rentals like Airbnb and the need to adapt to changing market dynamics. Lior also discussed the importance of human oversight in interpreting data and making informed decisions, highlighting the limitations of technology in certain situations.
The episode concluded with Lior's perspective on the future of technology in the hotel industry, emphasizing the need for continuous innovation and adaptation to meet evolving consumer needs and drive revenue growth.
Overall, Lior's insights provided valuable lessons on the role of technology in revenue management and the importance of a strategic approach to leveraging digital tools in the hotel industry.
Introduction to Revenue Management at HRI: 00:00:00-00:00:59
Lior Seckler's Career Journey: 00:01:10-00:06:48
Overview of Revenue Management Team at HRI: 00:06:49-00:08:08
Critical Technology Partner for Revenue Management: 00:09:11-00:10:19
Lighthouse as a Key Technology Partner: 00:10:33-00:13:16
Discussion on Duetto and Its Impact: 00:13:16-00:13:26
Use of TravelClick and Amadeus Products: 00:15:29-00:16:03
Accounting Software Vena: 00:15:52-00:16:03
Integration of Data from Various Systems: 00:16:04-00:16:36
Exploring Calibri Labs Hummingbird: 00:16:36-00:18:21
Consideration of Upselling Tools: 00:24:44-00:25:18
Focus on Total Revenue and Ancillary Revenues: 00:24:08-00:24:28
Importance of Human Oversight in Technology: 00:33:20-00:34:05
Key Skills and Characteristics for Success in the Hotel Industry: 00:31:30-00:32:54
Future of Technology in the Hotel Industry: 00:35:10-00:36:59
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In this episode of Hotel Tech Insider, we had the pleasure of speaking with Konstantin Irnsperger, one of the founders and managing partners of The New Group, a boutique hotel group operating in Europe. Konstantin shared valuable insights into the innovative tech strategies and tools they use to enhance guest experiences and streamline operations.
Introduction to The New Group:Konstantin shared that The New Group, although relatively new to the hotel industry, has quickly made a mark with their focus on customer-based pricing and individualized guest journeys. With a strong emphasis on technology, they have been able to create a unique and personalized experience for each guest.
Tech Stack Evaluation and Renewal:Konstantin emphasized the importance of regularly evaluating and updating their tech stack to stay ahead of the curve. They have been proactive in exploring new technologies and tools to enhance their operations and guest interactions.
Key Technology Partners:Apaleo emerged as a crucial partner for The New Group, providing an open API that allows for seamless integration and automation. Other notable partners include Strafe (formerly Code to Order) for digital guest journeys and Hotelistat for AI-based revenue management.
Innovative Use of AI:The New Group leverages AI in various aspects of their operations, including revenue management and guest communications. Konstantin highlighted the importance of balancing AI automation with human interaction to create a personalized and authentic guest experience.
Future Tech Initiatives:Konstantin discussed their focus on hyper-individualizing guest experiences and the challenges of finding the right technology solutions to support this vision. He mentioned exploring tools like make.com for automation and customization.
Key Skills for Success in the Industry:Emotional intelligence and the ability to anticipate guest needs were highlighted as essential skills for hoteliers in today's dynamic industry. Konstantin emphasized the importance of training staff to adapt to changing job profiles and technology advancements.
Closing Thoughts:The episode concluded with a call to action for hoteliers to embrace technology and experiment with new strategies to drive digital transformation. Listeners were encouraged to take inspiration from The New Group's innovative approach and implement similar tech-driven initiatives in their own properties.
Overall, the conversation with Konstantin Irnsperger provided valuable insights into the intersection of technology and hospitality, showcasing how The New Group is leading the way in leveraging innovative tech solutions to enhance guest experiences and drive business growth.
Timestamps00:00:00 - Introduction to Hotel Tech Stack Evaluation
00:01:02 - Introduction to Konstantin Ernstberger and The New Group
00:02:09 - Konstantin's Background and Role in the Hotel Industry
00:04:14 - Focus on Boutique-Style Hotels
00:05:23 - Expansion Plans for Inner City Hotels
00:06:17 - Emphasis on Bar with Bar Food Component in Hotels
00:06:43 - Importance of Apaleo as a Crucial Technology Partner
00:08:00 - Selection Process for Apaleo and Other Tech Partners
00:08:53 - Regular Evaluation of Tech Stack and Introduction of Strafe
00:09:59 - Transition from PWAs to QR Code Check-Outs
00:11:00 - Use of QR Codes for Check-Out Process
00:13:42 - Utilization of AI in Hotel Operations
00:14:01 - Implementation of AI-Based Revenue Management System
00:16:01 - Channel Management with SiteMiner
00:16:46 - Third-Party Booking Engine Integration with Apaleo
00:17:32 - Enhancing Booking Engine Features with make.com
00:19:23 - Automation of Guest Communication and Payment Reminders
00:20:12 - Utilization of Apaleo Pay for Payments and Accounting
00:20:48 - Use of Microsoft Power BI for Analytics
00:21:20 - Reputation Management and Guest Reviews
00:24:29 - Regular Review and Evaluation of Tech Systems
00:25:59 - Focus on Hyper-Individualizing Guest Experiences
00:28:06 - Customer-Based Pricing and Journey Objectives
00:29:53 - Integration of Alexa for Hospitality
00:30:10 - Importance of Emotional Intelligence in Hoteliers
00:31:22 - Emphasis on Hyper-Individualizing in the Hotel Industry
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In this episode of Hotel Tech Insider, we had the pleasure of speaking with Paolo Gagliardi, the Director of Technology at Falkensteiner Hotel Group. Paolo shared his unique perspective on technology in the hospitality industry, having come from a background in engineering and IT rather than traditional hotelier roles.
Paolo discussed the importance of integrating home technology into hotel properties to enhance the guest experience. He emphasized the need for hotels to adapt to the technological advancements seen in homes today, such as AI, touchscreens, and smart devices.
One of the key initiatives at Falkensteiner is the implementation of a data layer that connects various sources of data to create a holistic profile of each guest. This data-driven approach allows for personalization and efficiency in delivering tailored experiences to guests.
Paolo also highlighted the introduction of an AI chatbot at Falkensteiner, designed to streamline the booking process and enhance guest interactions. The chatbot, integrated with advanced language models like ChatGPT and Google Bart, aims to provide a more natural and personalized experience for guests.
Furthermore, Falkensteiner is exploring the use of AI in revenue management, leveraging AI algorithms to analyze data and make informed pricing decisions. The goal is to move towards predictive revenue management, where AI can suggest strategies to optimize revenue based on real-time data.
Overall, Paolo's insights shed light on the evolving landscape of technology in hospitality and the importance of embracing innovation to enhance guest experiences and drive revenue growth. The episode serves as a reminder for hoteliers to look beyond traditional hospitality technology and explore the vast opportunities offered by emerging technologies.
Timestamps
00:00:00 - Introduction to Technology in Hospitality
00:05:30 - Paolo Gagliardi's Background and Career Path
00:10:22 - Implementing a Data Layer for Guest Profiles
00:16:42 - Focus on Personalization and Efficiency
00:22:22 - Implementing a Mobile App for Housekeeping
00:24:37 - Measuring Guest Satisfaction
00:29:30 - Technology as Revenue Driver
00:37:35 - Business Objectives and Technology Integration
00:41:56 - Introduction of AI Chatbot
00:45:02 - Encouraging Exploration of Technology in Hospitality
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Balaji Krishnamurthy was previously Chief Strategy Officer at Sabre Hospitality Solutions. Prior to this role, he was responsible for new market development efforts in Africa and China across Sabre’s three business units.
Prior to Sabre (GDS & Hotel Software, Krishnamurthy was at Orbitz Worldwide, a global online travel leader, where he led the global corporate strategy function for the diverse travel portfolio of B2C brands and B2B businesses. Before Orbitz, he was at LinkedIn in Silicon Valley, where he led North America sales strategy and operations for their Sales Solutions business.
Krishnamurthy was a management consultant with McKinsey & Company for over five years, serving C-level executives on a diverse set of business-strategy, operations, and technology-related topics in financial services (asset management, retail banking, insurance), healthcare, high-tech, travel, and transportation sectors.
Prior to management consulting, he spent over eight years with General Electric in different leadership and management roles across healthcare businesses focusing on global product management, development, and commercialization of several innovative healthcare technologies, imaging, and informatics products.
Krishnamurthy is passionate about developing innovative new products, building new businesses, developing new markets, and fostering high-performing teams globally. He has spoken at many industry events on data science and analytics, including HITEC.
Krishnamurthy graduated with an MBA from the University of Chicago Booth School of Business, majoring in finance and strategy, and obtained his bachelor’s degree in electronics and communications engineering from Bangalore University.
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In this episode we chat with Dave Berkus, a true one of the most prolific angel investors of all time. Dave is the creator of FOSSE - the property management system that Marriott used for nearly 4 decades. He is one of the most storied entrepreneurs in hotel technology and has invested in countless travel technology startups.
In the interview we cover topics such as:
- How Dave landed the deal with Marriott to license his software
- Why Marriott used FOSSE PMS for almost 4 decades
- Why hotels in the future may not even need a property management system
- The increasing importance of CRM, Business Intelligence and CRS
- Why hotel general managers need to sharpen up on new skills or be replaced by robots
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Ted Watson is VP of Hospitality for Aerohive Wireless and was formerly Global Director, Hospitality & Gaming Solutions at Ruckus Wireless where he led the success of Ruckus in Hospitality through his ability to build strong teams, relationships and provide solutions for and with customers and partners. He brings over 17 years of business and technical experience dedicated to the hospitality industry. Prior to joining Ruckus, Ted was the Director, Hospitality Solutions at Hewlett-Packard's Network division and focused his time building the North american Hospitality vertical. He came to this position from his prior 8 years running the very successful hospitality business for Colubris Networks, which was acquired by HP in the fall of 2008. Ted prides his success in building the very important vertical through brand relationships, integrator partnerships, and working within the industry to best understand and provide soltions for pain points. Prior to Colubris, Ted was the Director of Business Development for the WAN, Wireless, and Security group at Avaya where he built a very successful ecosystem that helped drive the market awareness of Avaya's wireless and security practices.
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As the CEO of Cendyn, Tim Sullivan oversees global sales, business development, marketing, and client success. Previously President of Cendyn/ONE, where he brought an integrated hotel CRM and digital marketing platform to market, he is now responsible for Cendyn’s global expansion and strategy for the Cendyn Hospitality Cloud. During his eight years with the company, Tim played a key role in helping transform Cendyn into a cloud-based software and services company that is revolutionizing the hospitality industry. Throughout 2017, Tim helped bring in a vast number of integrations and partners, establishing the Cendyn Hospitality Cloud as the most integrated and connected in the industry.
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Prior to joining The Sydell Group, Roy worked as a consultant for Edition Hotels/Ian Schrager, Thompson Hotels, and the One Group where his focus was on developing nightlife and entertainment concepts and initiatives. Roy’s work focused on the development of hotel positioning strategies to enhance brand equity objectives. Previously, Roy worked for Morgans Hotel Group as the Marketing Manager at the Shore Club Hotel’s SkyBar. At Sydell, Roy’s work is focused on the development of food and beverage concepts, branding and marketing strategies, and strategic partnerships that together create the unique brand culture of Freehand.
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In this engaging podcast episode, we dive into the heart of hotel technology with Charlie, the dynamic founder of Triptease, a company that revolutionizes how hotels drive direct bookings and enhance guest experiences. Charlie shares his entrepreneurial journey, starting from his frustration with booking family holidays to identifying a massive opportunity within the online travel market. He underscores the importance of targeting big markets and the decade-long vision required for startup success.
The discussion also illuminates the unique and playful essence of the Triptease brand, emphasizing its role in making a technical product fun and engaging. Charlie recounts the rollercoaster of the initial 18 months, marked by extreme highs and lows, and the transformative pivot when faced with legal challenges from booking.com, turning potential threats into opportunities.
Furthermore, the conversation explores the strategic maneuvers of OTAs expanding into direct booking services, highlighting the implications for hoteliers and the broader market dynamics. Charlie discusses the critical importance of assembling a senior management team and the evolution of his leadership role, focusing on unique contributions as the company scales.
Highlighting company culture, Charlie emphasizes transparency and the educational journey of growing a fast-moving business, aiming to inspire employees towards entrepreneurship. The dialogue also covers strategies for identifying early adopters among hoteliers and the pivotal role of inside sales in scaling the business.
Charlie reflects on the invaluable lessons learned from ignoring conventional advice, underscoring the importance of following one's conviction in product development.
