In this episode of Hotel Tech Insider, I had the pleasure of interviewing Patrick Norton, the Vice President of Sales and Marketing at Britain Hotels and Resorts. Patrick shared his extensive experience in overhauling the tech stack at Britain, including transitioning to a new PMS at 13 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.