In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), his perspective on how technology is changing hospitality now in real ways. From managing 90 disconnected systems to creating one unified guest experience, Eugene explains how better integration and AI tools can help hoteliers make faster, better decisions -- without losing the human touch that is the bedrock of great service.

He also explores how personalization starts with listening, and how his team turns small, intentional moments into powerful guest insights. For anyone curious about where hotel tech is headed (and how to keep it authentically human) this conversation offers a grounded, forward-looking view from one of luxury hospitality’s most credible voices.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands