Hospitality is like building bridges — you need the right tools

In this episode of Hotel Moment, Karen Stephens sits down with Robbert Manussen, Area General Manager at Intercontinental Hotels Group in Taiwan. Robbert provides a fascinating look into how technology is reshaping the guest experience in modern hotels. From integrating voice control systems that cater to all ages to pioneering sustainable practices like replacing plastic bottles with eco-friendly alternatives, Robbert offers valuable insights into the intersection of technology, personalization, and sustainability. Tune in to discover how Intercontinental Hotels Group is leading the charge in hospitality innovation and learn practical strategies for leveraging technology to enhance both guest satisfaction and operational efficiency.

In this week’s episode of the Hotel Moment podcast, Robbert Manussen, Area General Manager Taiwan at IHG Hotels & Resorts, joins Karen Stephens, Revinate CMO, to share how he’s used technology to connect cultures and help hoteliers across three continents stay relevant in their respective markets. Robbert explains that facilitating a cohesive guest experience is like building bridges between guests and hotel teams, and it all starts with investing in the right technology that staff can train on.

Tune in for an international perspective on how to best support hotel and regional culture by prioritizing technology tools and training.

The two explore:

Tech-enhanced service: Robbert explains how voice control systems are revolutionizing guest interactions, making advanced technology accessible even to senior citizens, and ensuring a seamless service experience.
Data and personalization: The discussion highlights the future of personalization in hospitality, focusing on how data and AI can tailor guest experiences while maintaining privacy and consent.
Sustainability by design: Learn about the hotel’s innovative approach to sustainability, including the replacement of plastic bottles with in-room water taps and bamboo thermos flasks, which have significantly reduced plastic waste and enhanced guest satisfaction.
Navigating the tech revolution: Robbert shares insights on budgeting for technology in hospitality, stressing the need for strategic investment in tech to stay competitive and relevant.
Empowering teams through technology: Discover how Intercontinental Taiwan has fostered a culture of innovation by involving staff in tech solutions, leading to increased efficiency and job satisfaction.

Robbert’s insights provide a comprehensive look at how integrating technology thoughtfully can transform both guest experiences and operational efficiencies.

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Chapters:

00:00 - Intro

00:43 - A global journey: from Europe to Asia

05:40 - Taiwan’s cutting-edge hotel experience

06:58 - Adapting leadership across cultures

14:30 - The global career ladder: from trainee to GM

16:00 - Innovation that wows: AI-powered guest experience

17:56 - Technology for all: AI for every guest

25:01 - Data and personalization: The next frontier

29:27 - Sustainability by design: water solutions and guest experience

31:03 - Navigating the tech revolution: budgeting for the future

35:45 - Empowering teams through technology and training

41:02 - The future of hospitality: attracting a tech-savvy generation

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

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