Where digital meets human connection: Crafting unforgettable guest experiences in a tech-driven world

TBD
Time – TBD

What if your hotel could seamlessly blend the efficiency of technology with the warmth of human connection? At Capsule Hotel Chapter Lucerne, 70% of guests check in digitally, yet it consistently ranks as a guest favourite among Europe’s Famous Hostels. With glowing reviews, vibrant events, and a thriving community, this hotel proves that a digital-first approach can amplify, not replace, the human touch. In this session, I will share how thoughtful personalisation, innovative use of technology, and curated moments of connection create unforgettable experiences that keep guests coming back.

Key takeaways:

1. how to foster a vibrant community by leveraging digital tools, from personalized messaging to guest WhatsApp groups that bring travellers together.
2. how events, thoughtful interactions, and small touches elevate guest experiences and translate into stellar reviews.
3. how to balance operational efficiency with heartfelt hospitality, proving that even in a tech-driven world, the human element remains irreplaceable.