At HITEC 2024, Simone Puorto interviewed Christian Lundén, Vice President of Strategic Growth at Strawberry, about the company's innovative approach to guest experience, particularly focusing on the adoption of mobile keys and digital services.

Introduction and Role at Strawberry

Christian Lundén introduces himself and describes his role at Strawberry, a company operating around 260 hotels in Scandinavia. As Vice President of Strategic Growth, Christian focuses on exploring new verticals and innovation to enhance guest experiences.

Long-Term Commitment to Digital Innovation

Christian highlights Strawberry's long-standing commitment to digital innovation, beginning with the introduction of mobile keys in 2010 in collaboration with Assa Abloy. This early adoption of mobile technology has now become standard across their hotels.

Recent Innovations: Apple Wallet and Google Wallet Integration

Christian shares exciting updates on Strawberry's recent achievements, including the integration of mobile keys with Apple Wallet last year and the groundbreaking launch of Google Wallet keys. Strawberry is the first hotel chain to offer this seamless mobile key experience for both Apple and Google users.

Bridging the Gap Between Daily Technology Use and Hotel Expectations

Christian discusses the common disconnect between guests' daily technology use and their expectations when staying at hotels. He emphasizes that integrating digital solutions like mobile keys enhances the guest experience by making check-ins and room access more convenient, aligning hotel services with modern technological expectations.

Balancing High Tech and High Touch

Addressing concerns that technology might diminish the human touch in hospitality, Christian argues the opposite. He explains that technology like mobile check-ins and digital keys can free up hotel staff to focus on more meaningful interactions with guests, rather than mundane administrative tasks.

Differences in Technology Adoption: Business vs. Leisure Travelers

Christian notes the differences in technology adoption between business and leisure travelers. Business travelers often prefer the efficiency and convenience of digital solutions, while leisure travelers, especially families, might appreciate more personalized, face-to-face interactions. However, both types of travelers benefit from the flexibility and enhanced service options provided by digital innovations.

Meeting and Exceeding Guest Expectations

Christian emphasizes that Strawberry's focus is on meeting and exceeding guest expectations through thoughtful innovation. By testing and implementing new technologies, Strawberry aims to provide guests with the services they want, when they want them, ensuring a superior guest experience.

Conclusion

Christian Lundén's insights highlight Strawberry's dedication to leveraging technology to improve guest experiences. By integrating mobile keys and continuously innovating, Strawberry aims to align hotel services with the modern technological landscape, making stays more convenient and enjoyable for all guests. This interview is part of Hospitality Net's HITEC 2024 series, showcasing leaders who are driving innovation in hospitality technology.

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