How Technology Quietly Powers Hospitality – With Stephen Ferraguti

Guest Introduction

Stephen Ferraguti serves as Director of Information Technology at Hansen Properties, a historic and hospitality-rich organization that operates Normandy Farm Hotel, Blue Bell Country Club, and the Farmer’s Daughter restaurant in Pennsylvania. With a background rooted in both tech and customer service, Stephen focuses on the often-overlooked role of IT in delivering five-star guest experiences. His career includes managing around-the-clock operational needs, complex networking environments, and a highly personalized level of onsite IT support that is uncommon in the hospitality world. At Hansen Properties, Stephen ensures that technology supports the guest experience at every level, fully integrated into the fabric of hospitality.

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Here's a Glimpse of What You'll Learn

• How IT in hospitality differs drastically from traditional corporate IT

• Why having on-site IT staff is a competitive advantage in the hotel industry

• The unique infrastructure needs of high-volume wedding and conference events

• How Stephen manages 24/7 tech operations for guests, staff, and emergencies

• The future of AI in hospitality and why it won’t replace human touch

• How Hansen Properties became the first non-dealership Tesla charging site in Pennsylvania

• Why options, not replacements, will define the next era of tech in service industries

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In This Episode

Stephen Ferraguti discusses the rare but vital role of full-time IT in the hospitality sector, offering a detailed view of day-to-day operations at Hansen Properties. From supporting photographers with massive RAW file transfers to ensuring guests can stream their favorite shows late into the night, Stephen’s team covers a wide spectrum of needs. He explains the importance of VLANs, Layer 3 networking, and backup systems that help maintain seamless operations even during events like Superstorm Sandy.

Stephen highlights what sets Hansen Properties apart. Rather than outsourcing IT support like many large hotel chains, his team is embedded directly into the business. This hands-on presence turns technology into an integral part of the guest experience, allowing for fast, personal service and higher satisfaction across the board.

As the conversation moves toward the future of AI, Stephen shares his thoughtful perspective on the balance between automation and human touch. Drawing from experiences with robotic dining, Tesla partnerships, and cultural shifts in digital habits, he explains why AI should enhance, not replace, hospitality. He believes the true future of technology lies in giving people more choices, more flexibility, and more freedom to connect in ways that feel human.