Reducing Hospitality Friction Without Losing Human Service With Aven Hospitality
Tech Talks Daily

Reducing Hospitality Friction Without Losing Human Service With Aven Hospitality

B2Upper-intermediateOctober 10, 202627 min
  • Interview
  • Technology

Can a hotel modernize its technology without turning hospitality into another automated transaction? In this episode of Tech Talks Daily, I speak with Mark Hollyhead, Chief Transformation Officer at Aven Hospitality, about the systems behind thousands of hotels and the operational decisions that affect both employees and guests. Mark brings experience from British Airways, Heathrow Airport, Expedia, and travel management before joining the company carved out from Sabre with support from TPG. His argument begins with a distinction that many technology programs miss. Guests rarely remember the property management system, API, or data pipeline behind a stay...

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0:30

Can hospitality technology remove friction without removing the human moments that guests remember? Well, today I'm delighted to be speaking with Mark Hollyhead, Chief Transformation Officer at Avon Hospitality.

0:46

We're going to talk about the systems that operate behind thousands of hotels and the choices that determine whether technology supports staff or adds another screen on delights customers or frustrates them and adds friction. Mark will explain today why he begins with repeated work, re-keyed information, disconnected spreadsheets and the five unnecessary

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