In this episode of Hotel Tech Insider, we had the pleasure of speaking with Konstantin Irnsperger, one of the founders and managing partners of The New Group, a boutique hotel group operating in Europe. Konstantin shared valuable insights into the innovative tech strategies and tools they use to enhance guest experiences and streamline operations.
Introduction to The New Group:
Konstantin shared that The New Group, although relatively new to the hotel industry, has quickly made a mark with their focus on customer-based pricing and individualized guest journeys. With a strong emphasis on technology, they have been able to create a unique and personalized experience for each guest.
Tech Stack Evaluation and Renewal:
Konstantin emphasized the importance of regularly evaluating and updating their tech stack to stay ahead of the curve. They have been proactive in exploring new technologies and tools to enhance their operations and guest interactions.
Key Technology Partners:
Apaleo emerged as a crucial partner for The New Group, providing an open API that allows for seamless integration and automation. Other notable partners include Strafe (formerly Code to Order) for digital guest journeys and Hotelistat for AI-based revenue management.
Innovative Use of AI:
The New Group leverages AI in various aspects of their operations, including revenue management and guest communications. Konstantin highlighted the importance of balancing AI automation with human interaction to create a personalized and authentic guest experience.
Future Tech Initiatives:
Konstantin discussed their focus on hyper-individualizing guest experiences and the challenges of finding the right technology solutions to support this vision. He mentioned exploring tools like make.com for automation and customization.
Key Skills for Success in the Industry:
Emotional intelligence and the ability to anticipate guest needs were highlighted as essential skills for hoteliers in today's dynamic industry. Konstantin emphasized the importance of training staff to adapt to changing job profiles and technology advancements.
Closing Thoughts:
The episode concluded with a call to action for hoteliers to embrace technology and experiment with new strategies to drive digital transformation. Listeners were encouraged to take inspiration from The New Group's innovative approach and implement similar tech-driven initiatives in their own properties.
Overall, the conversation with Konstantin Irnsperger provided valuable insights into the intersection of technology and hospitality, showcasing how The New Group is leading the way in leveraging innovative tech solutions to enhance guest experiences and drive business growth.
Timestamps00:00:00 - Introduction to Hotel Tech Stack Evaluation
00:01:02 - Introduction to Konstantin Ernstberger and The New Group
00:02:09 - Konstantin's Background and Role in the Hotel Industry
00:04:14 - Focus on Boutique-Style Hotels
00:05:23 - Expansion Plans for Inner City Hotels
00:06:17 - Emphasis on Bar with Bar Food Component in Hotels
00:06:43 - Importance of Apaleo as a Crucial Technology Partner
00:08:00 - Selection Process for Apaleo and Other Tech Partners
00:08:53 - Regular Evaluation of Tech Stack and Introduction of Strafe
00:09:59 - Transition from PWAs to QR Code Check-Outs
00:11:00 - Use of QR Codes for Check-Out Process
00:13:42 - Utilization of AI in Hotel Operations
00:14:01 - Implementation of AI-Based Revenue Management System
00:16:01 - Channel Management with SiteMiner
00:16:46 - Third-Party Booking Engine Integration with Apaleo
00:17:32 - Enhancing Booking Engine Features with make.com
00:19:23 - Automation of Guest Communication and Payment Reminders
00:20:12 - Utilization of Apaleo Pay for Payments and Accounting
00:20:48 - Use of Microsoft Power BI for Analytics
00:21:20 - Reputation Management and Guest Reviews
00:24:29 - Regular Review and Evaluation of Tech Systems
00:25:59 - Focus on Hyper-Individualizing Guest Experiences
00:28:06 - Customer-Based Pricing and Journey Objectives
00:29:53 - Integration of Alexa for Hospitality
00:30:10 - Importance of Emotional Intelligence in Hoteliers
00:31:22 - Emphasis on Hyper-Individualizing in the Hotel Industry