From Chatbots to Guest Journeys
TrustYou CEO Benjamin Jost and Highgate Portugal's head of marketing discuss AI adoption in hotels, covering online discovery, guest communication, system integration, and balancing automation with human involvement.
Photo by HSMAI (Europe)
In Episode 3 of HSMAI Europe Weekly Conversations, Benjamin Jost, CEO and Co-founder of TrustYou and Chair of HSMAI Europe’s AI Advisory Board, is joined by Bruno Silvério, Head of Marketing at Highgate Portugal, to explore the opportunities and challenges of bringing AI into everyday hotel operations.
Drawing on Highgate’s experiences, Bruno shares how his team is experimenting with AI to improve how hotels are discovered online, rethink guest communication and develop more effective ways of working.
But the conversation also raises some bigger questions.
How can hotels create a seamless guest experience when their systems don’t always communicate with each other? How much responsibility should AI be given, and where does human involvement remain essential? And how can hotels make sure the decisions they make today support their ambitions for tomorrow?
Through practical examples and different perspectives, Benjamin and Bruno explore what it takes to move beyond isolated AI initiatives towards a more connected guest experience.
What is working, what remains challenging, and what can other hotels learn along the way?
Find out in the latest episode of HSMAI Europe Weekly Conversations.
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About HSMAI Europe
HSMAI – Hospitality Sales and Marketing Association International – is a global membership organisation founded in the United States in 1927 and the world’s largest and most active association dedicated to sales, marketing, and revenue growth in the hospitality industry. HSMAI Region Europe is the European arm of the organisation. HSMAI Europe is committed to advancing commercial excellence across the hospitality sector through professional development, strategic insight, sustainability leadership, and industry collaboration. www.hsmai.eu
About Highgate
Highgate is a leading global real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the largest owner and operator of hotels in New York City and the dominant player in major U.S. gateway cities including Boston, Miami, San Francisco and Honolulu, with a growing footprint in Europe, the Caribbean and Latin America. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. For more information, please visit www.highgate.com.