Shows
Hotel Tech InsiderCEO of TrustYou on AI Agents and Hotel CDPsGuest 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...
2025-12-2927 min
Hotel Tech InsiderGWT Hotels' Revenue Leader on Total P&L OwnershipWhat 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.How GWT Hotels eliminated traditional front desks without sacrificing service: Roberto breaks down the exact tech stack—including PMS, digital keys, guest messaging, and centralized support—that allows four independent hotels t...
2025-12-1625 min
Hotel Tech InsiderHotel Oderberger's Director on Building Her Tech Stack from ScratchWhat 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...
2025-12-0227 min
Il Futuro del Turismo | il viaggiatore in equilibrio tra tecnologia, AI e connessioni umaneTravel-tech, AI e Turismo: le 15 Notizie che Stanno Riscrivendo il Futuro del ViaggioÈ un momento particolare per raccontare il turismo, perché sta cambiando con una rapidità che fino a poco tempo fa avremmo considerato impossibile. Le piattaforme di viaggio generano itinerari in tempo reale, le compagnie aeree abbandonano la carta, le città progettano "vertiporti" per i taxi volanti, gli hotel iniziano a usare agenti AI per operazioni e assistenza, e alcune destinazioni definiscono protocolli digitali per far collaborare sistemi intelligenti lungo tutto il ciclo del viaggio. Parallelamente, l’intelligenza artificiale sta facendo un salto altrettanto profondo. I modelli ragionano meglio, apprendono nuove competenze al volo, diventano piattaforme aperte e cominciano ad agire in auto...
2025-11-1826 min
Hotel Tech InsiderCCO of Wyndham on Scaling Innovation Across 9,000 HotelsWhat 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.Key Takeaways: How Wyndham uses one global tech stack across 9,000 hotels—and why standardizing CRS, PMS, loyalty, CRM, and marketing systems unlocks speed, cost efficiency, and innovation (including a surprising 25% drop in handle time from a co-built tool). Actionable strategies for buildi...
2025-11-1831 min
Hotel Tech InsiderCanary Technologies CEO on Reimagining the Digital Guest JourneyDid 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.Key Takeaways: • How Canary evolved from solving a niche paymen...
2025-11-0428 min
Hotel Tech InsiderFounder of SUM Hospitality on Running Hotels RemotelyWhat 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.Takeaways: • 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...
2025-10-2724 min
Hotel Tech InsiderHospitality America CEO on AI-Ready Hotel DataWhat happens when a 20-hotel operator treats brand data, RMS outputs, and labor costs as one system—and then points AI at it?Takeaways:Build a single source of truth: How Hospitality America centralizes Amadeus/TravelClick market data, Hilton Grow & Marriott OneYield outputs, and Actabl (ProfitSword + Hotel Effectiveness) in a Microsoft data lake to power faster decisions.Make revenue meet labor—down to the penny: Practical ways to pair booking windows, LOS, and mix with staffing models to decide whether to take Group A vs. Group B—and know the profit impact before you say yes.Operat...
2025-10-1327 min
Hotel Tech InsiderCEO of Port Hotels on Eliminating Manual Work Portfolio WideWhat 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.Takeaways:Build for scalability, not complexity: Learn how Port Hotels is using a unified PMS ecosystem to operate 11 hotels as efficiently as one.Free your team from repetitive work: Discover how AI and automation are helping staff shift from manual data entry to guest-facing, value-creating roles.Rethink ROI on tech: Hea...
2025-10-0728 min
Hotel Tech InsiderCEO of TFE Hotels on Innovating Through Lab HotelsWhat 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.Takeaways:Inside the Lab Hotel: Learn how TFE turned a redundant retail space into a livi...
2025-09-2326 min
Hotel Tech InsiderNuma Head of Operations on Scaling Front Desk Free HotelsWhat 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.Key Takeaways:AI-Driven Decision Making: How Numa uses data, automation, and AI to save up to 60% in payroll costs.Guest Experience Reimagined: What a fully digital guest journey looks like—from booking to checkout—without a front desk.Build vs. Buy Strategy: Why Numa develops 60% of its tech in-house and how that shap...
2025-09-0821 min
Hotel Tech InsiderCCO of L+R Hotels on The Future of Segmentation StrategiesCan 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.Takeaways: • 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...
2025-08-2633 min
Hotel Tech InsiderInside Penta Hotels' Bold, All-at-Once Tech TransformationWhat 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...
2025-08-1222 min
Hotel Tech InsiderBOB Hotels Managing Partner on Elevating Budget Stays with TechBob 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...
2025-07-2226 min
Hotel Tech InsiderGCP Hospitality's VP of Strategy on Automating Revenue Without Losing ControlWhat 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...
2025-05-2030 min
Hotel Tech InsiderCOO of Safestay on Redefining Hostel Hospitality with TechHow 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...
2025-04-1528 min
Hotel Tech InsiderPECR Hotels CEO on Solving the Labor Problem with HumanoidsWhat 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...
2025-03-1825 min
Hotel Tech InsiderAccor’s Global SVP on Centralizing IT Support for 5,700 HotelsHow 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...
2025-02-1830 min
Hotel Tech InsiderCapital Hotels' Group IT Director on Custom-Built Hotel Tech Use CasesHow 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...
2025-02-1132 min
Hotel Tech InsiderMinor Hotels' Chief Commercial Officer on Automating 2 Million Daily Rate ChangesHow 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...
2025-02-0432 min
Hotel Tech InsiderSchulte's VP of Ops Strategy on The Future of Digital Tipping in HotelsWhat 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...
2025-01-2824 min
Hotel Tech InsiderLark Hotels' SVP of Operations on Scaling a $1B Boutique Management CompanyHow 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...
2025-01-2131 min
Hotel Tech InsiderTime Hotels' COO on Building Flexible Tech Stacks for Rapid GrowthHow 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...
2025-01-1428 min
Hotel Tech InsiderMews CEO on Lessons from Building a Hotel Tech UnicornIs 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.
2025-01-0729 min
Hotel Tech InsiderEdwardian Hotels' VP on Tech's Role Ultra LuxuryHow 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...
2024-12-1734 min
Hotel Tech InsiderLamington Group's MD on Aligning Tech for Extended StayHow 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...
2024-12-1022 min