HITEC Rewind: Jacqueline Maloney on Integrating Tech for Better Guest Experiences at Cloudbeds
At HITEC 2024, Simone Puorto interviewed Jacqueline Maloney, Senior Solutions Marketing Manager at Cloudbeds, about her career, the company's mission, and the role of technology in enhancing guest experiences in the hospitality industry.
Introduction and Career Background
Jacqueline Maloney introduces herself and shares her extensive background in the hospitality industry, which began at age 14 when she worked the front desk at a hostel. She has since gained experience in various roles, including revenue management and digital marketing, before joining Cloudbeds.Addressing the Disconnect Between Hospitality and Technology
Jacqueline acknowledges the prevalent disconnect between hospitality operations and technology. She highlights that many independent hoteliers work with numerous vendors, creating a chaotic and fragmented system. Cloudbeds aims to simplify this by providing an integrated platform that streamlines operations, drives revenue, and enhances guest experiences.Balancing High Tech and High Touch
Jacqueline and Simone discuss the common perception that technology detracts from the personal touch in hospitality. Jacqueline argues that technology, like digital check-ins, can free up staff to engage more meaningfully with guests, improving overall service. She believes that tech should enable staff to focus on hospitality rather than administrative tasks.Cloudbeds' Integrated Solutions
Jacqueline explains that Cloudbeds has spent the past 12 years developing an integrated, cloud-native platform. This platform covers distribution, marketing, guest experience, finance, payments, revenue, and analytics. By consolidating these functions, Cloudbeds aims to make it easier for hotels to manage their operations without juggling multiple systems.Real-World Impact: The Jay Collection Case Study
Jacqueline shares a case study about Jay Collection, a group of 14 unique properties in New Orleans. By switching to Cloudbeds from a legacy PMS, they found the platform to be a "breath of fresh air." The streamlined processes allowed for faster onboarding, easier distribution setup, and more time for strategic planning rather than administrative tasks.Leveraging Data for Better Decisions
Jacqueline emphasizes the importance of making data meaningful and actionable for hoteliers. Cloudbeds recently launched an insights tool that provides full visualization within the PMS, allowing multi-property data to be easily accessed and analyzed. This tool is designed to empower hoteliers to make smarter, data-driven decisions.Conclusion
Jacqueline Maloney's insights underscore Cloudbeds' commitment to integrating technology in a way that enhances, rather than detracts from, the guest experience. By simplifying operations and leveraging data, Cloudbeds aims to empower hoteliers to focus on what they do best: providing exceptional hospitality. This interview is part of Hospitality Net's HITEC 2024 series, showcasing leaders who are driving innovation in hospitality technology.Vestaboard - The medium for your most inspired messages
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