Tech-Enabled Hospitality: Humanity, Innovation, and the Future Guest Experience

Jessica Gillingham, founder and CEO of Abode Worldwide, joins Simone Puorto for an engaging discussion about her recent book, "Tech-Enabled Hospitality." As a seasoned communicator with nearly a decade of experience in the hospitality and short-term rental technology space, Jessica explores the profound transformation underway in the industry, where technology is reshaping both operational delivery and the very nature of guest experiences. Her work brings together insights from over thirty-eight leaders in technology and hospitality, giving the book a rich, multifaceted perspective.

The conversation goes beyond the nuts and bolts of innovation, delving into how digital transformation in hospitality is fundamentally a cultural and strategic shift rather than simply a technological one. Jessica challenges common assumptions about the role of technology, emphasizing that thoughtful integration can foster greater personalization and trust, rather than diminish the human element. Examples from her research illustrate how new approaches such as letting guests opt into room cleaning can boost both efficiency and customer satisfaction, while highlighting the essential need for leadership-driven change.