Hospitality Tech Is a Paradox—Embrace It

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Yesterday, I shared results from an AI experiment to free up time in hospitality operations. Today, we’ll explore why AI’s potential is underestimated and what its role is in the future of luxury hospitality.

TOGETHER WITH HOTEL TECH REPORT

Discover the Future of Hotels and The Technology That Powers Them

If you enjoy the Hospitality Daily Podcast, you’ll love the Hotel Tech Insider podcast - where you’ll find interviews with hotel industry leaders pushing the boundaries of technology to grow their businesses with actionable tools and strategies. It’s run by my friend Jordan Hollander from Hotel Tech Report, and I encourage you to check out some of these recent guests:

Sven Morné Goosen, COO of YOTEL, on redefining the hotel experience by creating a culture that embraces feedback and change
Kari Anna Fiskvik, SVP of Technology at Strawberry, on rolling out a chatbot to empower 20,000+ hotel employees
Roman Pedan, Founder and CEO of Kasa, on using technology to operate with 70% gross profit margins

Check out the Hotel Tech Insider podcast on Apple Podcasts, Spotify, or YouTube.

The Paradox of Tech in Hospitality

Guillaume Benezech

Today, we’re learning from Guillaume Benezech, Senior Director of Global Brand Management and Marketing at The Ritz-Carlton Hotels and Ritz-Carlton Reserve.

The Big Idea: Technology presents a paradox in hospitality—it’s both underappreciated for improving operations and increasingly avoided by guests seeking to disconnect.

Why it Matters: Hospitality operators who fail to prioritize digital capabilities risk falling behind. Ironically, investing in technology is also essential for creating the face-to-face, low-tech experiences travelers now crave.

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The problem is that I barely see front office managers anymore—they’re always stuck in the back of the house, doing schedules, training, reports, and analysis. They’ve become administrators, not managers, and that’s not who they’re meant to be.

Guillaume Benezech

Go Deeper: Listen to Guillaume and I talk about this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify).

Today’s Takeaways:

Automate Administrative Tasks: Leverage AI to handle scheduling, reporting, and data analysis, freeing your leaders to spend more time engaging with guests and leading their teams.
Balance High Tech and High Touch: Introduce guest-friendly technology that is simple and intuitive, ensuring it enhances experiences without overwhelming or frustrating travelers.
Support Wellness: Cater to the growing demand for digital detoxes by offering relaxing environments and wellness-focused experiences encouraging digital disconnection.

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A few final things:

If you take my State of the Hotel Industry Survey, I’ll send you an exclusive summary of aggregated insights, allowing you to compare your perspectives with industry peers and gain actionable ideas to guide your planning and strategic priorities for 2025.
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Thank you for reading.

-Josiah

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🍍 tech in hospitality is a paradox - embrace it