Expert Check-in: Benjamin Verot, Hotelminder

Hospitality industry is ever-changing and technology solutions play a vital role in redefining how hoteliers operate and enhance guest experiences. To gain deeper insights into this dynamic landscape, we sat down with Benjamin Verot, the founder of HotelMinder. In this interview, Benjamin shares the inspiration behind HotelMinder, his passion for hotel technology, and his expert advice for embracing innovation without losing the human touch that defines the industry.

Can you introduce yourself and explain your role at HotelMinder?

I am the founder of HotelMinder, a comprehensive hospitality advisory agency tailored for hoteliers aiming to optimise their business performance. We provide hands-on advisory and project management services, curate a rich hospitality knowledge platform (HotelMinder Academy), and offer a global marketplace (HotelMinder Marketplace) for finding the perfect tech and service solutions matching various hospitality visions and needs.

As the founder, my role encompasses making pivotal decisions that shape our company's direction and growth. Whether I'm overseeing business strategies or engaging directly with client projects as a consultant, my goal is to ensure HotelMinder remains at the forefront of hospitality technology solutions and advice.

What inspired you to create HotelMinder, and what does the platform offer?

The inception of HotelMinder over a decade ago was fueled by my recognition of the untapped potential in new-generation web-based solutions for the hotel industry, which was then dominated by costly and limited on-premise technologies. Observing newcomers disrupting the status quo with innovative solutions sparked my motivation to bridge the gap between these technologies and hoteliers worldwide.

HotelMinder serves as a triple-tiered platform offering in-depth industry insights on optimal tech stack implementations, marketing strategies, revenue management, and operational best practices. Our marketplace uniquely positions itself by listing global tech vendors and service providers, complete with in-depth reviews and compatibility insights, ensuring hoteliers find their ideal tech match.

What drives your passion for the hotel technology industry?

My passion is deeply rooted in the essence of hospitality: enriching guest experiences. I'm fascinated by how technology can act as a catalyst in enhancing these interactions — without overshadowing the human touch that defines hospitality.

The constant evolution within hotel tech keeps my enthusiasm alive, as it promises new ways to improve guest experience and streamline operations while preserving the industry's core values.

There’s nothing I like more than helping a hotelier automate their business, which not only improves operations but also allows them to dedicate more time to interacting with guests and enhancing their experience.

What are the top hotel technology features that hoteliers are currently seeking?

The pandemic has indeed accelerated the shift towards technologies that prioritise operational efficiency and enhance guest autonomy. Currently, the most sought-after features include automated access control for seamless self-check-in/out, dynamic pricing mechanisms, and personalised guest communication tools utilising CRM systems and leveraging Large Language Models (LLMs) for a tailored experience.

Which areas of hotel technology are experiencing the most significant advancements?

Significant advancements are being observed in dynamic revenue management, with tools like RoomPriceGenie (with which SabeeApp integrates) revolutionising rate setting through automation.

Additionally, automated guest communication platforms are increasingly leveraging Large Language Models (LLMs) to provide personalised, efficient guest interactions.

What are the biggest challenges hoteliers face when implementing new technologies?

The primary challenges include navigating the crowded tech landscape where every vendor promises the moon, leading to scepticism. Hoteliers also often get dazzled by feature-heavy products that sound appealing but ultimately offer little practical utility for their specific needs.

In what ways can hotel technology transform a hotel’s operations?

Technologies like SabeeApp, which bundles reservations, channel management, and property management, significantly streamline operations. Further automation through unified messaging and advanced revenue management systems allows staff to prioritise guest experience.

How can a hotel management system (HMS) like SabeeApp enhance the guest experience and hotel operations?

SabeeApp's integrated approach has made it one of the top choices for mid-sized properties. Our work at HotelMinder with several hoteliers transitioning to SabeeApp underscores its efficiency in simplifying operations and enhancing the guest experience.

What advice would you give hoteliers considering the adoption of new hotel technologies?

Prioritise clear objectives over the allure of new technology.
Understand your operational needs and guest expectations first, then explore technologies that align with these goals rather than adopting tech for its own sake.

How could GenAI transform hotel operations and what are the biggest challenges hoteliers face that this technology can solve?

While the landscape is still evolving, Generative AI holds immense potential for transforming guest communication by enabling conversational interactions through emails and instant messaging, powered by access to the hotel's content. This will significantly enhance responsiveness, personalise the guest experience, and allow hotel staff to spend their time on more important and useful tasks.

With the rising number of automated hotels opening, will there be more demand for digital hospitality in the future, or will hospitality only apply to human interactions?

The trajectory clearly points towards an increased integration of digital solutions in hospitality. However, it's crucial to remember that technology should serve as a means to elevate human interactions and guest satisfaction rather than replace them.

Balancing tech with a personal touch is key to future success in the hospitality industry.