Hospitality Daily is brought to you with support from Sojern’s new fully-managed email marketing service.
Today, we’re learning from Eva Klausner, Director of Guest Experience at Numa.
The Big Idea: Innovation starts with deeply understanding what your guests genuinely want. By focusing on this and ways you can better serve them, you have the opportunity to reinvent every aspect of hospitality.
We built our guest experience from a blank page, completely rethinking every step—does this still make sense, or should we change or eliminate it entirely?
Don’t get stuck on how things have always been done—focus instead on what your guests value now.
Why It Matters:
Guests today expect immediate, personalized service, and digital tools allow you to meet these expectations, increasing their satisfaction.
Operating digitally reduces costs associated with traditional hospitality infrastructure, directly boosting profitability.
Rethinking guest interactions can enable your staff to focus on more meaningful service, improving employee satisfaction and retention.
Want more? Listen to Eva talk more about this today on the Hospitality Daily Podcast (available on Spotify or Apple Podcasts)
Today’s Takeaways:
Speed Matters: Fast response times (2-3 minutes) via WhatsApp or text build trust and guest confidence in a digital-first hospitality model.
Tech Alone Isn't Enough: Automation can be a support, but trained staff ensure your guests feel cared for.
Educate Your Guests: Clear communication is essential when introducing new hospitality concepts.
Flexibility Wins: Adapting from short-stay to mid- and long-stay models helped Numa thrive during the pandemic.
Think Ahead:
Consider what your guests may need tomorrow—how can you anticipate evolving expectations?
What touchpoints in your hotel could be reimagined if you stopped thinking about how things have always been done?
People assume no front desk means no human connection, but it’s the opposite—digital actually enables us to focus more personally and proactively on guests.
A MESSAGE FROM SOJERN
Turn More Lookers into Bookers with Fully Managed Email Campaigns
Staying connected with past guests is key to driving repeat bookings and reducing reliance on OTAs. But many hoteliers don’t have the time, expertise, or resources to manage email campaigns effectively.
That’s where Sojern comes in. With their new fully-managed email service, they help hoteliers like you re-engage past guests, drive direct bookings, and keep more revenue in their pocket—all with a transparent pay-for-performance commission model.
Ready to strengthen your guest relationships and maximize direct revenue?
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A few final things:
If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you!
If you have something that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.
Thank you for reading.
-Josiah
