Hotel Tech Insider
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
Episodes
Guest 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 underestima...
What 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 gro...
What 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 f...
What 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—an...
Did 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 tech...
What 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...
What 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: ...
What 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 ...
What 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...
What 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 gu...
Can 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 ...
What 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 sacr...
Bob 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...
What 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 a...
How 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...
What 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 ...
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 effi...
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)...
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 optimi...
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 ...
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