During the HITEC 2024 event in Charlotte, Hospitality Net's Simone Puorto interviewed Tristan Gadsby, CEO of Alliants. This interview is a follow-up to Tristan Gasby's Hotel Yearbook article, and forms part of HN's HITEC 2024 series, featuring discussions with speakers, exhibitors, and visitors. Tristan shared his insights on guest experience software, the role of AI in hospitality, and the importance of focusing on both guests and staff to enhance overall service quality.

 

Introduction and Role of Alliants

Simone Puorto begins by asking Tristan Gadsby to introduce himself. Tristan explains that he is the CEO of Alliants, a company specializing in guest experience software. Based in the UK, Alliants focuses on the luxury end of the market and is now looking to expand its technology to a broader range of hotels.

Personal Touch and Company Culture

The conversation shifts to Tristan's personal passion for sailing and its influence on the company culture at Alliants. The company, based in a marina, incorporates a relaxed yet focused environment that reflects the tranquility and balance found in sailing. Tristan shares how this unique culture contributes to their work ethos and overall well-being.

Balancing Guest and Staff Experiences

Tristan discusses the importance of not only enhancing the guest experience but also empowering hotel staff. He emphasizes that memorable experiences often stem from personal interactions with staff rather than technological processes like online check-ins. Alliants aims to use technology to support staff in delivering exceptional service, ensuring a seamless experience for every guest.

Integration of AI and Technology

Simone and Tristan delve into the role of AI and technology in hospitality. Tristan highlights the importance of proper implementation and guardrails for AI to function effectively. He explains that AI should be viewed as an enabler for staff, helping them quickly summarize guest interactions, understand preferences, and provide personalized recommendations. This approach ensures that the human touch remains central to the guest experience.

Challenges and Future Trends

Tristan acknowledges the industry's challenges in integrating AI, particularly the need for solid data foundations. He predicts that the next year will see ongoing discussions about the successful implementation of AI use cases and the balance between automation and personal service. Tristan also emphasizes the need to focus on trends rather than fads, ensuring sustainable and effective technological advancements.

Final Thoughts and Predictions

As the interview concludes, Simone asks Tristan for his predictions for the coming year. Tristan foresees continued challenges in AI implementation due to data issues but remains optimistic about the gradual adoption of successful use cases. He emphasizes the importance of automating routine tasks to allow staff to focus on creating extraordinary guest experiences.

This interview, part of Hospitality Net's HITEC 2024 series, provides valuable insights into the evolving role of AI in hospitality and the critical balance between technology and human interaction.

 

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