Can rethinking something as fundamental as market segmentation unlock new performance gains in hotels? Joe Pettigrew, Group Chief Commercial Officer at L+R Hotels—one of the world’s largest privately held hotel investment and operating groups—thinks so.

Takeaways:
 • Hear how L+R Hotels is standardizing PMS, RMS, and CRS across 100+ properties to unlock scale, consistency, and better reporting.
 • Learn why Pettigrew believes benchmarking intelligence platforms like CoStar, Amadeus, and Lighthouse matter more to revenue success than any single operational system.
 • Discover why stablecoins and AI discoverability could reshape payments, loyalty, and how hotels appear in future travel searches—insights most hoteliers aren’t yet preparing for.

 While most industry conversations fixate on personalization, Pettigrew argues it’s overrated—with limited returns compared to getting the fundamentals right in segmentation, benchmarking, and tech consolidation.

 Don’t miss this rare inside look at how one of the industry’s most sophisticated ownership groups is thinking about technology. Subscribe to Hotel Tech Insider for more conversations with leaders shaping the future of hotels.

What do you get when a 14-property hotel brand rips out its entire legacy tech stack—and lives to tell the tale? In this episode, Josh Edwards, Operating Systems Manager at Penta Hotels, takes us behind the scenes of one of the most ambitious tech overhauls in the European hotel market.

Takeaways:
• Hear how Penta Hotels saved 175,000+ staff hours annually by replacing outdated systems with a next-gen stack—without sacrificing service.
• Learn how to successfully manage change at scale, from piloting PMS platforms to gaining buy-in from skeptical hotel teams.
• Discover why 25% of guests now purchase upsells, and how thoughtful use of automation and kiosks can unlock new revenue without alienating staff or guests.

 Penta Hotels isn’t just any brand—it’s a forward-thinking company that dared to question every operational assumption. From payments to POS, CRM to guest messaging, Josh shares the blueprint for future-proofing your tech without losing your brand’s soul. One surprising insight? Automating card payments alone accounted for the majority of the 175K hours saved.

 If you’re thinking about upgrading your systems—or questioning whether bold change is worth it—this episode is for you. Subscribe to Hotel Tech Insider for more insider stories from leaders shaping the future of hospitality.

Bob Hotels converted 70% OTA reliance to nearly 50% direct bookings in under a year—partly by using an AI phone agent (GoodCall) to convert phone inquiries into instant SMS-driven bookings.

Can a roadside motel really outperform the compset—and become the #1 value property in an entire city—within a year? In this episode, Janis Krums, Managing Partner at Bob Hotels, reveals how his team transformed a run-down Sleep Inn into a top-rated boutique brand using a fresh tech stack, street-smart branding, and startup-level hustle.

This episode is for experienced hoteliers, GMs, and asset managers looking to revitalize underperforming assets, modernize their tech stack, and rethink guest engagement for today’s traveler—without breaking the bank.

Takeaways:
• How to build a modern tech stack from scratch: Janis walks through the exact vendors and decision-making logic behind Bob Hotels’ PMS, booking engine, CRM, guest messaging, revenue tools, and even an AI-powered phone agent.
• Using social proof and reviews as growth engines: Learn how the team grew to 1,100+ Google reviews with a 4.8-star rating in less than a year—and how that impacted OTAs, pricing, and occupancy.
• Why legacy vendors are getting left behind: Hear Janis’ frank take on why most hotel tech incumbents miss the mark—and why younger, hungrier companies are earning his business.

What can Four Seasons Bora Bora and a New Zealand hostel teach you about building smarter hotel tech stacks? In this episode, Michael Belanger, VP of Commercial Strategy at GCP Hospitality, unpacks the unique challenges—and surprising advantages—of managing one of the most diverse hotel portfolios in the world.

Takeaways:
• Learn why small and independent hotels are often more agile than global brands when it comes to adopting new technology.
• Get insider strategies for tech stack decisions across both luxury resorts and hostels—including tools like Mews, Triptease, and SiteMinder.
• Discover how GCP is rethinking the role of CRM vs PMS—and why that shift could unlock the next era of personalization and profitability.

Don’t miss an episode—subscribe now to Hotel Tech Insider for more real-world strategies from the industry’s top leaders and innovators.

How can hostels balance cutting-edge technology with the irreplaceable value of human interaction? In this episode, Peter Zilke, COO of Safestay Hostels, reveals the secrets behind creating a vibrant community experience while leveraging innovative tech solutions.

Key Takeaways:

• Discover how Safestay uses social media not just for marketing, but as a vital communication tool that enhances guest interaction before, during, and after their stay.
• Learn about the importance of a robust property management system (PMS) in managing high transaction volumes and streamlining guest communication, especially in a hostel environment.
• Understand the role of AI in hospitality, including its applications in pricing strategies and internal communication, while recognizing the limits of technology in maintaining genuine human connections.

What if a humanoid robot could revolutionize the way your hotel operates? In this episode, Filip Linek, the innovative owner of two family-oriented hotels in the Czech Republic, shares how he's leveraging AI technology to enhance guest experiences and streamline operations.

Key Takeaways:

• Discover how Filip is integrating a humanoid robot, named Bea, to handle administrative tasks and improve communication between staff and guests, setting a new standard for hospitality.
• Learn about the unique compensation model that ties staff salaries to guest satisfaction scores, fostering a culture of excellence and accountability.
• Explore the challenges and successes of implementing AI in a hotel setting, including the importance of human interaction in a tech-driven environment.

How can a hotel chain with over 5,700 properties transform its tech support into a human-centered experience? In this episode, Tariq Valani, Global SVP of Support Services at Accor, reveals the innovative strategies that are reshaping the way hotel technology is delivered and supported.

Key Takeaways:

• Discover how Accor centralized its support services from eight regional desks to a single global function, enhancing efficiency and user experience across its diverse portfolio.
• Learn about the importance of understanding user personas in tech support, and how prioritizing front-line staff needs can significantly impact guest satisfaction.
• Explore actionable insights on implementing human-centric design principles in tech support, including training programs that empower agents to empathize with users and take ownership of their service interactions.

How can leveraging technology transform the guest experience and streamline hotel operations? In this episode, Jose Suarez, the IT Director for The Capital Hotel Group, reveals how his team is redefining the hospitality landscape through innovative tech solutions.

Key Takeaways:

• Discover how The Capital Hotel Group built a hybrid system by integrating custom features into an off-the-shelf Property Management System (PMS), enhancing operational efficiency and guest engagement.
• Learn about the importance of data orchestration in personalizing guest experiences, from booking to post-stay communication, and how it can lead to higher satisfaction rates.
• Explore the role of AI in automating guest reviews and generating actionable insights, allowing hotel staff to focus on delivering exceptional service.

How can a hotel chain leverage cutting-edge technology to redefine revenue management and enhance guest experience? In this episode, Fernando Vives, Chief Commercial Officer at Minor Hotels, reveals the transformative strategies that are setting his organization apart in the competitive hospitality landscape.

Key Takeaways:

• Discover how Minor Hotels utilizes a proprietary forecasting system to automate pricing and optimize revenue management across over 400 properties in Europe and the Americas.
• Learn about the strategic partnership with Duetto that has enabled Minor Hotels to implement dynamic pricing and open pricing models, allowing for unprecedented flexibility and responsiveness to market demand.
• Understand the importance of a customer-centric approach in hospitality, and how technology can augment human capabilities to enhance guest satisfaction and operational efficiency.

What if embracing digital transformation could unlock new revenue streams for your hotel? In this episode, Jason Jackson, Vice President of Operational Strategy and Integration at Schulte Hospitality, reveals how innovative technology is reshaping the hospitality landscape.

Key Takeaways:

• Discover the impact of digital tipping software on employee satisfaction and guest experience, with over $120,000 in tips distributed in just seven months.
• Learn about the critical role of business intelligence tools like ProfitSword and Hotel Effectiveness in optimizing labor management and financial performance across a diverse portfolio of nearly 200 hotels.
• Understand the importance of adaptability and engagement in the hospitality industry, and how these traits can drive success in an ever-evolving market.