Episode Details

In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improved guest satisfaction.

Listeners will learn about:

• The Importance of Personal Experience: Learn why Roman believes in being a guest in his hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.
• Impactful Changes: Discover the changes Roman and his teams implemented that resulted in a 20% improvement in guest satisfaction scores, demonstrating the impact of operating this way.
• Data-Driven Decisions: Understand how Kasa uses data to enhance guest experiences, particularly around the challenges and solutions related to early check-ins.
• Operational Adjustments: Roman discusses the operational tweaks and strategic decisions made to accommodate early check-in requests, which significantly increased approval rates and positively impacted guest reviews.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands