Hotel Tech Insider
HotelTechReport
Recent Episodes
What happens when a boutique hotel director builds a fully personalized “signature tech stack” from the ground up—and proves you don’t need to be a tech native to run one of the most digitally advanced 70-key properties in Berlin? In this episode, Tini Diekmann, Hotel Director at the acclaimed Hotel Oderberger, reveals the real-world tools, workflows, and mindsets that transformed her operations.
This episode is designed for experienced hoteliers, GMs, and department heads who have lived through multiple system overhauls, survived legacy tech, and are looking for practical, proven strategies to modernize their operations without the chaos.
Takeaways:
• How a boutique hotel built a high-performing, revenue-focused tech stack—piece by piece. Learn how Tini turned a self-built legacy PMS into a fully integrated ecosystem using Mews, SiteMinder, RoomPriceGenie, TrustYou, and more.
• Surprising operational wins you wouldn’t expect. Discover why installing a guest tablet actually slashed heating costs—thanks to a three-way integration between the PMS, in-room devices, and IoT-connected radiators.
• A realistic blueprint for evaluating, selecting, and phasing in new tools. Tini explains why you should never implement more than one or two solutions per year, how to measure ROI, when to cut a tool, and how to keep staff empowered (not overwhelmed) throughout the transition.
• AI in guest communication that actually works. Hear why their call volume collapsed overnight after adopting a chatbot—and how AI email responses now handle 98% of inquiries while maintaining brand tone and reducing workload.
What happens when the Chief Commercial Officer of the world’s largest hotel franchisor rethinks the entire guest-to-tech relationship? In this episode, Wyndham CCO Scott Strickland reveals how a single global tech stack, empathetic AI, and vendor co-development are quietly reshaping hotel operations at a scale few brands on earth can match.
Key Takeaways:
- How Wyndham uses one global tech stack across 9,000 hotels—and why standardizing CRS, PMS, loyalty, CRM, and marketing systems unlocks speed, cost efficiency, and innovation (including a surprising 25% drop in handle time from a co-built tool).
- Actionable strategies for building high-trust vendor partnerships—including why Wyndham gives Canary Technologies, Oracle, Salesforce, Sabre, Hapi, and Adobe physical office space inside their HQ, and how that accelerates co-innovation.
- The real-world playbook for operational AI—from empathetic, multi-language AI agents that guests have literally asked out on dates to omnichannel reservation automation and hyper-personalized offers that adapt to guest behavior in real time.
- Lessons from other industries hoteliers rarely study—how retail, manufacturing, and airlines provide blueprints for automation, app-based journeys, and guest-centric digital experiences.
If you’re serious about future-proofing your tech strategy, don’t miss an episode—subscribe to Hotel Tech Insider and share this one with a colleague who’s shaping the next generation of hotel operations.
