COLLECTIVE #hoteltech Video - Single guest profile, customer journey and mobile in hospitality
Posted on Mar 26
"When considering the discussion about (the lack of) central guest profiles, loyalty and knowing your guest: How would the guest journey change if a mobile device can securely be linked to a central guest profile? Imagine you identify and know the guest, the moment he/she arrives on premises, by mobile, and start servicing." - This question was posed initially on Linkedin by Hauke Lenthe.
Watch this video with these industry experts discussing exactly that: The (Hotel) Guest Journey, the role of their Mobile device and the Single Guest Profile
This COLLECTIVE session is also available as a podcast - find it here and on all major podcast platforms.
Tim Weiland, General Manager at The Alpina Gstaad; Richard Valtr, Founder at Mews; Hauke Lenthe, Managing Director APAC & EMEA at Nomadix and Martin Bookallil, VP Information Technology at Marriott International joined André Baljeu, Founder at techtalk.travel to share their views and perspectives on this.
Tim Weiland, General Manager at The Alpina Gstaad
Born in Germany, but then having grown up, studied, and worked in a dozen different countries, Tim Weiland embodies and lives the multicultural and diverse world of international luxury hospitality. He previously held General Manager roles with various Aman resorts across different continents and now leads The Alpina Gstaad in the Swiss Alps since 2018. He embraces and follows the ideal of respect for natural resources and the local environment, working on bringing these elements closer to the guest experience while still living up to the highest expectations of today’s demanding travelers.
About The Alpina Gstaad
Featuring 56 rooms and suites, the hotel nestles in 20 hectares of park grounds just above the charming centre of Gstaad village. Opened in December 2012, it is already the recipient of numerous awards, including the GALA SPA AWARD in the category “Best Luxury Hotel City/Resort”; the “Best Ski Spa de Luxe above 1000 metres” award from Handelszeitung magazine; the Prix Bienvenu; and the TripAdvisor Travellers' Choice Award 2018 (number one in the category ‘Luxury Hotel’ in their Top 25 Luxury Hotels award category). The establishment regularly appears in lists of best hotels published by renowned magazines, such as SonntagsZeitung, Travel + Leisure (best 100 hotels worldwide), and the Condé Nast Gold List. Most recently, The Alpina Gstaad has been ranked for the second year in a row, #1 in the new hotel rating published by Switzerland’s NZZ, won the Preferred Hotels & Resorts’ ‘Hotel of the Year: Europe’ 2019, Best Transformative Spa in the Organic Spa Magazine’s top Wellness Travel Awards 2019 and was awarded one of 41 hotels across 17 countries with the “World’s Best Rooms 2019”. The hotel was also awarded a five star rating by Forbes Travel and won Best Luxury Ski Hotel Worldwide 2019 in the Hotel of the Year Awards.
The hotel is justifiably proud of its Six Senses Spa with Himalaya Salt Grotto, Hammam steam room and indoor and outdoor pools, as well as of the Sommet restaurant (18 GaultMillau points, 1 Michelin star), Swiss Stübli restaurant, and MEGU Japanese gourmet restaurant (15 GaultMillau points) – the latter is the first iteration of this famous concept in western Europe. The Alpina Gstaad is a member of the Preferred Hotels & Resorts Legend collection, the exclusive Virtuoso travel network, and Swiss Deluxe Hotels. The hotel is also a member of the NOW Force for Good Alliance and certified Silver by EarthCheck.
Richard Valtr, Founder at Mews
Richard Valtr is an entrepreneur and ex-hotelier with an extensive background in hotel investment and management. Richard was educated at UCL in London before returning to his native Czech Republic where he became a project manager for a number of property developments, culminating in the creation of the Emblem Hotel. The idea for Mews originated from his time spent leading the concept development, design, procurement and project management of the Prague based luxury hotel where he experienced the inadequacies of traditional hotel management systems first-hand.
Hauke Lenthe is the Managing Director, EMEA & APAC of Nomadix, Inc., the leader in hotel internet services and guest technologies. He brings more than 25 years of hospitality and international hotel technology experience, spanning from managed internet services to operational PMS and guest-facing software.
Martin Bookallil, VP Information Technology at Marriott International
Martin Bookallil is an Australian Hospitality technology leader who, after graduating with a Swiss Diploma in Hotel Management, has been contributing to Global Hotel groups for 38 years. Martin is the Continent leader, based in Hong Kong, as Vice President, Information Technology Asia Pacific for Marriott International, reporting to the APAC Chief Sales and Marketing Officer, as well Global Chief Information & Digital Officer. He oversees iT functions for 700+ managed Hotels/160+ franchise Hotels, 800+ pipeline Hotels and 20+ Company owned offices encompassing 1,100+ IT Associates operating in 25 countries.
Brands include Bulgari, The Ritz-Carlton and The Ritz-Carlton Reserve, EDITION, W Hotels, St. Regis, JW Marriott, The Luxury Collection, Le Méridien, Westin, Marriott Hotels, Sheraton, Renaissance Hotels, Autograph Collection Hotels, Moxy Hotels, Courtyard, Four Points by Sheraton, Fairfield by Marriott, AC Hotels, Aloft Hotels, Element Hotels, Tribute Portfolio, Delta Hotels, Design Hotels and Marriott Executive Apartments.