The Keys to Guest Experience and Technology in Luxury Hospitality – Dino Michael, Hilton

In this episode, Dino Michael, Hilton’s Global Category Head of Luxury Brands, shares insights into how Hilton balances technology and human interaction to elevate the guest experience.

Listen now to learn about:

•  How Hilton collects and uses guest preferences to personalize stays.
• Strategies for achieving excellence at scale across multiple luxury brands.
• The importance of taking team members on a journey to ensure they feel connected and empowered in their roles.
• The importance of reading guest cues to provide a seamless experience.
• The role of emotional cues, sensory elements, and behavior of team members in amplifying the guest experience.
• Hilton’s approach to innovation, including technology such as digital keys.
• The parallels between luxury hospitality and other luxury verticals, and how these insights can be applied across the industry.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands