Episode Details

The Next Wave in Hospitality: Redefining Hotels for the Experience Economy - Bill Graf, ONDA

Published 1 year, 10 months ago

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:

Mentions:

A few more resources:

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