The HotelTechInsider podcast interviews the top leaders at the convergence of hotels, travel and technology. Guests include founders, executives, top hoteliers ...
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 implementing human-centric design principles in tech support, including training programs that empower agents to empathize with users and take ownership of their service interactions.
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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 AI in automating guest reviews and generating actionable insights, allowing hotel staff to focus on delivering exceptional service.
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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 demand.Understand the importance of a customer-centric approach in hospitality, and how technology can augment human capabilities to enhance guest satisfaction and operational efficiency.
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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 in the hospitality industry, and how these traits can drive success in an ever-evolving market.
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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 property management system (PMS) and how it empowers staff to deliver exceptional service.
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
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