Martin Soler on designing a magical guest experience with technology

Good morning. Everyone has their take on what great hospitality should look like, but I pay special attention to people who have worked on the front lines of hospitality and also have a global perspective. That’s whom we’re learning from today - someone familiar with both day-to-day operating realities but can give perspective on what’s possible today.

Today, we’re looking at:

• Operations: The GOP squeeze: how asset managers maximize hotel profitability (by David Eisen for Hotels Magazine)

• Operations: How to get the most out of negative reviews (by Joshua Thomas)

• Technology: Study identifies most important factors in guest AI acceptance (Gregg Wallis for Hotel Business)

• Feature: Designing a Magical Guest Experience with Technology (with Martin Soler on the Hospitality Daily Podcast)

FEATURE STORY

Designing a Magical Guest Experience with Technology

with Martin Soler on the Hospitality Daily Podcast

Today we're learning from Martin Soler, who after running a hotel in Paris, has gone on to help build technology companies that power the guest experience and operations for tens of thousands of hospitality businesses around the globe. We cover:

• Barriers to innovation in hospitality (Martin’s perspective as a former hotel GM is insightful here)

• Hotels' willingness to invest in FF&E vs. technology

• Importance of technology in guest experience

• Need for technology to be user-friendly and insightful (Interesting design tradeoff here)

• Role of the “guest experience designer” (This was an insightful take and a need/opportunity I keep hearing about)

• Importance of reducing friction for the guest (Starting with payments)

Listen now