At HITEC 2024, Simone Puorto interviewed Michael Toedt, CEO and Founder of dailypoint, to discuss the company's evolution, the current state of AI in the hospitality industry, and the critical importance of having a central strategy for guest data.

Introduction and Company Overview

Michael Toedt introduces himself as the co-founder of dailypoint, a company that started 20 years ago as a direct marketing consulting firm and transitioned into a SaaS software provider around 2015. Today, dailypoint is a global company with a thousand employees, focused on delivering comprehensive data solutions for the hospitality industry.

AI in Hospitality

Michael discusses the current hype around AI, particularly generative AI (gen AI), noting that while AI as a concept has been around since the 1950s, the recent advancements have significantly changed the landscape. He points out the challenge for hoteliers in keeping up with AI advancements and understanding its practical applications.

The Reality of AI and Automation

Michael emphasizes the importance of understanding the practical uses of AI tools like ChatGPT. He explains that while ChatGPT is excellent for generating text and assisting with tasks like writing press releases, it is not a search engine. This misconception can lead to misinformation and misapplication of AI in hospitality.

Evaluating Technology Beyond the UI

Michael stresses that hoteliers often evaluate software based on the user interface (UI) rather than the underlying technology and functionality. He warns that a shiny, modern UI does not always equate to robust and effective software, highlighting the need for hoteliers to look deeper into the technology they adopt.

The Challenge of Staying Current

Michael acknowledges the rapid pace of technological change, which makes it difficult for both hoteliers and technology providers to stay current. He emphasizes the importance of continuous learning and staying engaged with industry developments to avoid becoming outdated.

Hospitality's Strategic Disconnect

Michael identifies a strategic disconnect in the hospitality industry, where hoteliers often focus on solving immediate problems rather than developing a long-term strategy. He argues that the industry lacks a central strategy around the guest profile, which is critical for integrating various applications and optimizing guest experiences.

The Importance of a Central Profile Strategy

Michael advocates for a shift in strategy where the central guest profile becomes the core element of all hospitality technology systems. He compares this approach to how companies like Booking.com and Uber leverage centralized profiles to enhance user experiences and operations. He emphasizes that without a central profile, hoteliers will struggle to compete with these tech-savvy companies.

Conclusion

Michael Toedt's insights underscore the need for a strategic shift in how the hospitality industry manages guest data and adopts new technologies. His call for a central profile strategy highlights a critical area for improvement that could significantly enhance guest experiences and operational efficiency. This interview is part of Hospitality Net's HITEC 2024 series, showcasing thought leaders driving innovation in hospitality technology.

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