Hotel Tech Insider HotelTechReport

We discuss the future of hotels and technology with Patrick Apostolo, the Director of Corporate Operations and Business Transformation for EMEA at Radisson Hotels. Patrick shares his journey in the hospitality industry, highlighting the importance of digital transformation in driving profitability. We explore the process of evaluating and implementing new vendors, emphasizing the need for continuous improvement and collaboration. Our conversation touches on the tech stack at Radisson, focusing on the innovative strategies employed to enhance guest experiences and operational efficiency. We challenge traditional notions in the industry, advocating for bold decisions and adaptive intelligence.

In this episode of Hotel Tech Insider, we dive into the world of hospitality technology with Claudia Infante, the Chief Data Officer at Margaritaville. Claudia shares her 27-year journey in the industry, starting from a technology company to her current role at Margaritaville.
We explore Margaritaville's tech stack, which includes a mix of startups and legacy solutions, showcasing their innovative approach to technology. Claudia sheds light on their unique loyalty program, focusing on surprise and delight rather than traditional points and tiers. This approach has already shown great results, with increased guest retention and cross-pollination between properties.
Claudia emphasizes the importance of technology complementing and optimizing the human experience, rather than replacing it. She discusses the skills crucial for hoteliers in today's dynamic environment, highlighting the importance of being nimble, flexible, and passionate about the industry.
The episode also delves into Margaritaville's technology partners, including Salesforce, Synexis, Lassie, and Medallia, showcasing how these tools enhance the guest experience and drive operational efficiency. Claudia shares insights on the decision-making process behind choosing these partners and the importance of ongoing communication and collaboration with vendors.
Looking ahead, Claudia reveals exciting plans for developing a mobile app and enhancing data visualization capabilities. She emphasizes the need for continuous adaptation and passion in the industry, encouraging listeners to pursue what they love and integrate it into their careers.
Join us on Hotel Tech Insider as we uncover the innovative strategies and technologies driving success in the hospitality industry, and stay tuned for more episodes featuring industry experts and thought leaders.

In this episode of Hotel Tech Insider, we had the pleasure of interviewing Patrick Norton, the CMO at Britain Hotels and Resorts. Patrick shared his extensive experience in overhauling the tech stack at Britain, including transitioning to a new PMS at 20 resorts. He emphasized the importance of automation with human oversight in their approach to growth. Patrick highlighted the significance of data-driven marketing and personalization to enhance the guest experience and boost revenue.
Patrick discussed their use of CDP as a central tool in their technology ecosystem, focusing on dynamic marketing and personalized customer interactions. He also touched on the importance of gathering and utilizing customer data effectively through their CDP and business intelligence tools.
Patrick shared insights on the company's forward-thinking approach to technology, with a focus on automation and innovation. He emphasized the role of leadership in promoting a tech-forward ethos within the organization, driving the adoption of new technologies and strategies.
The episode provided valuable insights into the evolving landscape of hotel technology, showcasing how innovative digital tools and strategies can drive growth and success in the hospitality industry.

In this episode of Hotel Tech Insider, we had the pleasure of speaking with Liutauras Vaitkevicius, the Managing Director of The Zetter Group, a collection of three boutique hotels in London. Liutauras shared his extensive experience in the hotel industry, highlighting his background in operations, revenue management, and his passion for technology.
The conversation delved into the evolution of Property Management Systems (PMS) in the hospitality industry, with Liutauras emphasizing the shrinking role of traditional PMS solutions and the rise of more specialized and analytical tools like CRM for understanding customer data and behavior.
Liutauras discussed the importance of keeping in-room technology to a minimum to maintain a personalized and human touch in the guest experience.
The episode highlighted the critical business objective of cost control in the current economic climate, emphasizing the role of technology in providing real-time visibility and data-driven decision-making. Liutauras stressed the importance of flexibility, continuous learning, and the ability to adapt to new developments in the industry.
A key takeaway from the episode was Liutauras belief that legacy PMS systems are becoming obsolete, with a shift towards more modern, open API solutions that offer greater flexibility and efficiency. He emphasized the need for hoteliers to embrace innovation and stay ahead of the curve in adopting new technologies.
The episode provided valuable insights into the intersection of technology and hospitality, showcasing how forward-thinking approaches can drive success in the competitive hotel industry. Listeners were encouraged to experiment with new strategies and tools to enhance their properties and stay ahead of the competition.

In this episode of Hotel Tech Insider, we had the pleasure of speaking with Therese Cedercreutz, the Chief Commercial Officer at Scandic Hotels. Tess oversees revenue, marketing, distribution, guest experience, CRM, loyalty programs, design, and more for Scandic, which operates 270 hotels throughout Europe and employs about 18,000 team members.
Therese shared insights into Scandic's massive project of implementing a new cloud-based PMS at each of their hotels. She highlighted the importance of preparing the team for the new software through extensive training and support resources. Therese emphasized the significance of ensuring that the people who are supposed to use the new tools are on board, as this is key to successful implementation.
She also touched on the importance of balancing high-tech software with the core principles of hospitality, emphasizing the need to provide a unique guest experience while leveraging technology for efficiency and convenience.
Therese shared her views on technology as an enabler rather than a driver of transformation, highlighting the importance of understanding how to use technology effectively to make a difference in the hotel industry.
This episode provides insights into how Scandic Hotels is leveraging technology to enhance guest experiences, improve operational efficiency, and drive loyalty. Tess's perspective on the role of technology in the hospitality industry offers valuable lessons for hoteliers looking to navigate the digital landscape successfully.

In this episode of Hotel Tech Insider, we dive into the world of hotel technology with Victoria Fisher, the Chief of Intelligence at Penta Hotels. Victoria shares her extensive experience in revenue management and discusses the digital transformation journey at Penta Hotels.
Victoria's background in economics and revenue management has shaped her career, starting from her studies to her various roles in revenue leadership positions across Europe. She emphasizes the importance of automation and forward-looking technology in the hospitality industry.
At Penta Hotels, Victoria leads the business intelligence team, focusing on data-driven decision-making and efficiency. The company operates 21 hotels across seven countries in Europe, catering to business and corporate travelers with a mix of city and leisure destinations.
The discussion delves into Penta Hotels' tech stack, highlighting the integration of various systems like PMS, RMS, and financial tools with their BI platform. Victoria emphasizes the importance of simplifying processes and maximizing the use of existing tools to drive success in the dynamic hotel industry.
Victoria shares insights on training employees on the new BI tool, emphasizing the need for curiosity and continuous learning in the rapidly evolving tech landscape. She challenges the industry's fear of automation, advocating for the benefits it brings in streamlining operations and freeing up time for more strategic tasks.
This episode provides valuable insights into the role of technology in modern hotel operations, showcasing how Penta Hotels is leveraging innovative tools to enhance efficiency and drive success in the competitive hospitality market.