In this episode of Hotel Tech Insider, we had the pleasure of speaking with Arno Sonderfeld, the managing director of MK Hotels, a family-owned hotel chain with a focus on leveraging technology to enhance guest experiences and streamline operations. Arno shared insights into his background in hospitality, his journey from barkeeper to hotelier, and the evolution of MK Hotels from a single property to a collection of 13 hotels across Europe.
Arno discussed the importance of technology in the hospitality industry and highlighted the key role that their Property Management System (PMS) plays in their tech stack. By utilizing a PMS with an open API, MK Hotels has been able to seamlessly integrate various tools and systems, enhancing efficiency and guest satisfaction.
One of the standout features of MK Hotels is their innovative approach to guest check-in through the use of self-service kiosks. Arno detailed the collaborative process of developing these kiosks with hardware and software vendors, emphasizing the importance of finding partners who align with their vision and values.
Throughout the conversation, Arno emphasized the balance between technology and human touchpoints in the guest experience. While technology plays a crucial role in streamlining operations and increasing profitability, Arno highlighted the importance of maintaining a personal connection with guests.
Looking ahead, Arno discussed the potential of AI in the hospitality industry and the careful consideration needed when implementing new technologies like facial recognition. He also shared insights into the ongoing evaluation of their tech stack, focusing on reducing touchpoints and enhancing automation to improve operational efficiency.
Arno's insights shed light on the evolving landscape of technology in the hotel industry and the importance of staying ahead of the curve to meet guest expectations and drive business success. This episode serves as a valuable resource for hoteliers looking to leverage technology to enhance their operations and guest experiences.
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