Effective Operations Combines People, Technology & Commercial Strategy

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Yesterday, I shared everything I’ve learned in 20+ years selling and buying hotel technology, and today, I’m excited to introduce you to someone with a unique role overseeing people, operations, and commercial strategy as Chief Operating Officer for one of the fastest-growing hotel companies today, My Place Hotels.

TOGETHER WITH HIREOLOGY

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The COO with a 360° View: Inside My Place Hotels’ Operations and Commercial Strategy

Matt Campbell // Credit: My Place Hotels

Matt Campbell is the Chief Operating Officer and Chief Legal Officer at My Place Hotels. He started his career learning about the importance of customer service at a very young age, and today, he's bringing decades of insight into leadership, operational efficiency, and growth into the hospitality industry. Matt shares his journey from his unexpected path into hotels to guiding a brand known for smart cost efficiencies and a people-centered culture. We get into how his team drives value, reduces acquisition costs, and brings innovations to this business while balancing technology with the human touch. If you're ready to learn about strategies that are impacting this business in today's hospitality landscape, this is an episode you won't want to miss:

Listen to the conversation on the Hospitality Daily Podcast

The big idea: Operational efficiency and technology integration are key to driving profitability and guest satisfaction in the hospitality industry.

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We focus a lot on what’s taking up time for our team members, and how we can save them time.

Matt Campbell

Why It Matters: In a world of rising costs and evolving guest expectations, hospitality leaders must find innovative ways to streamline operations and enhance the guest experience. By focusing on operational efficiency and leveraging technology, hotels can reduce expenses, improve service quality, and boost profitability.

Insight for Action:

Optimize Staffing: Use technology to track and analyze workflows, identifying areas where time and resources can be used more efficiently - from housekeeping to front desk operations.
Enhance Your Property Management System (PMS): Work with your PMS provider to leverage features that track things such as room cleaning times, restocking activities, and other operational tasks. This data can help you make informed decisions to improve efficiency.
Focus on Direct Bookings: Develop strong relationships with guests and corporate clients to encourage direct bookings. This will reduce reliance on third-party booking platforms and lower acquisition costs.
Leverage Technology for Guest Interactions: Balance the use of technology with personal touchpoints. Implement digital check-in options while maintaining staff availability for guests who prefer personal interaction.
Invest in Staff Development: Create opportunities for team members to grow within the organization. Offer training and mentorship programs to help them develop new skills and advance their careers, which can improve retention and performance.

Listen now to the full conversation on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)

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A few final things:

If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you!
If you have something that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.

Thank you for reading.

-Josiah

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Meet the COO overseeing operations *and* commercial strategy

Meet the COO overseeing operations and commercial strategy