Recast: How Swiss Deluxe Hotels redefines luxury hospitality with tech
Wilhelm Luxem, Head of Quality Commission at Swiss Deluxe Hotels, shares how luxury properties can adopt technology while preserving authentic human connection, drawing on a 50-year career.
How can luxury hotels embrace technology without sacrificing the human connections that make hospitality special? According to Wilhelm Luxem, technology should enhance service, not get in the way of it.
In this recast episode of Hotel Moment, Karen Stephens sits down with Wilhelm Luxem, Head of Quality Commission at Swiss Deluxe Hotels and former GM of the iconic Baur Au Lac, to discuss his approach to technology adoption in luxury hospitality. From his two-week training rule to the growing demand for personalized experiences, Wilhelm shares lessons from a 50-year career at the highest levels of the industry.
As hospitality becomes more digital, Wilhelm believes hotels have an even greater opportunity to deliver what guests value most: authentic human connection. Tune in to learn how luxury properties can balance innovation with timeless service excellence.
Meet your host
As Chief Marketing Officer at Revinate, Karen is focused on driving long-term growth by building Revinate’s brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships. Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and lastminute.com
As the host of The Hotel Moment podcast, she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading our global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023.
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Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.
Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered customer data platform collects, unifies, and synthesizes data to give hoteliers a foundational advantage.
Hoteliers gain critical intelligence — guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate's Rich Guest Profiles™ data, hoteliers don't need to guess who their most profitable guests are or struggle to drive conversions across email, voice, messaging, and digital channels.
Revinate's direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.
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