Hospitality Daily Podcast The Next Wave in Hospitality: Redefining Hotels for the Experience Economy - Bill Graf, ONDA
Oct 4, 2024
44:51
In this episode, Bill Graf, CEO of ONDA (Instagram), shares his thoughts on the future of hospitality and opportunities for innovation now.
Listeners will learn:
- Bill’s unconventional path into hospitality and the pivotal travel experience that inspired him to start ONDA (02:41)
- The concept of "Hospitality 3.0" and how it's different from previous waves of innovation in the industry (09:59)
- Why the next big opportunity in hospitality lies in serving niches (12:47)
- Lessons from restaurants for hotels and lodging (13:58)
- The history of experience in hospitality and how it's evolving (20:02)
- The specific type of experience that presents the most opportunity now (21:30)
- How HBR's “Four Realms of Experience” applies to hospitality (24:16)
- Hospitality 3.0 focuses on these types of experiences (27:10)
- Why Bill believes that service has become commoditized and what it will take to create truly differentiated guest experiences (28:41)
- How recognition and personalization are a baseline expectation (30:54)
- Experience is the way to drive the highest investment ROI (32:50)
- The next frontier of innovation and opportunity: transformation (34:00)
- The challenge of consistent excellence (35:56)
- Why guests prefer self-serve technology now (38:00)
- How technology allows hiring for personality, not traditional hospitality skills (38:51)
Bill's writing on experience:
- Reflections on Hospitality 3.0
- Hospitality 3.0 and the Experience Economy (Part 1)
- Hospitality 3.0 and the Experience Economy (Part 2)
Mentions:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands