Tech-Enabled Hospitality: Humanity, Innovation, and the Future Guest Experience

Jessica Gillingham, founder and CEO of Abode Worldwide, joins Simone Puorto for an engaging discussion about her recent book, “Tech-Enabled Hospitality.” As a seasoned communicator with nearly a decade of experience in the hospitality and short-term rental technology space, Jessica explores the profound transformation underway in the industry, where technology is reshaping both operational delivery and the very nature of guest experiences. Her work brings together insights from over thirty-eight leaders in technology and hospitality, giving the book a rich, multifaceted perspective.

The conversation goes beyond the nuts and bolts of innovation, delving into how digital transformation in hospitality is fundamentally a cultural and strategic shift rather than simply a technological one. Jessica challenges common assumptions about the role of technology, emphasizing that thoughtful integration can foster greater personalization and trust, rather than diminish the human element. Examples from her research illustrate how new approaches such as letting guests opt into room cleaning can boost both efficiency and customer satisfaction, while highlighting the essential need for leadership-driven change.

As boundaries blur between hotels, serviced apartments, and rental units, Jessica observes that the modern guest increasingly seeks convenience and authentic experiences irrespective of traditional property categories. With the rapid evolution of tech stacks, artificial intelligence, and platform interoperability, the hospitality sector faces both significant opportunities and new challenges. Through this interview, readers are invited to reflect on a timely question: how can operators harness technology to serve humanity and elevate every guest journey in a world where hospitality itself is being redefined?

Download a complimentary first chapter of the book here.