Khalid Meniri, Co-Founder & CEO at Selfbook - On hospitality & what the tech ecosystem gets right
Wharton FinTech Podcast
00:00
The Importance of a Smooth Guest Experience
The hotel industry has been missing a truly frictionless and invisible user experience. When done wrong, what should be an inviting environment can quickly become a place filled with tension. I'd like to share a deeply personal story to show just how vital it is to prioritize a seamless guest experience. After not seeing my mom for several years, we planned a much needed reunion at La Mamunya in Marrakesh. As we met in the lobby, emotions ran high with tears as we were hugging. But in the middle of all of this beautiful, emotional reunion, the front desk manager came to us with a folder,. asking for my credit card. That special moment was suddenly shattered by what felt like
Transcript
Play full episode
