Our Founder and CEO, Jessica Gillingham, joined host Gil Chan on The Booked Solid Show to explore how technology and hospitality can work hand in hand — and why the future of the guest experience depends on both.
As the author of Tech-Enabled Hospitality and a strategic advisor to transformative technology companies across the global hospitality sector, Jessica shared how digital innovation is reshaping the way we deliver — and experience — hospitality.
“Hospitality doesn’t always have to be in person,” Jessica explains. “It can be delivered digitally, as long as you understand who’s on the receiving end and treat each guest as an individual.”
In this wide-ranging conversation, Jessica and Gil discuss:
- How technology is transforming hospitality from booking to post-stay
- Why 90% of hosts only use 30–40% of their PMS capabilities
- The rise of AI and personalization — and what “Netflix-style” hospitality might look like
- Why the most successful companies are those that remain customer-obsessed
- How operators can balance automation with genuine human connection
Jessica also touches on the importance of mindset in business: building resilience, embracing failure, and using technology as an investment and not a cost.
🎧Listen to the full episode on Spotify
📺 See the full episode below via YouTube
