Recast: Hospitality is like building bridges — you need the right tools | with Robbert Manussen

Hotel Moment

In this enlightening recast episode of Hotel Moment, Karen Stephens engages with Robbert Manussen, Area General Manager at Intercontinental Hotel Group in Taiwan, to delve into the intersection of technology and hospitality. Robbert offers a fascinating glimpse into how the Intercontinental brand is leveraging cutting-edge technology to enhance guest experiences and streamline operations.

Throughout the conversation, Robbert shares insights from his extensive global career, explaining how his experiences across different cultures have shaped his leadership approach. He discusses Intercontinental Taiwan's innovative implementation of voice control technology, which has surprisingly been embraced most enthusiastically by senior citizens. Robbert also highlights their data-driven sustainability initiatives, including the successful replacement of plastic water bottles with in-room water taps and bamboo thermos flasks.

What You'll Learn:

• How to adapt leadership styles across different cultural contexts for more effective team management
• Practical approaches to implementing cutting-edge voice control technology in hotel rooms
• Why making technology intuitive and accessible benefits guests of all ages, especially seniors
• How data analysis can inform sustainability initiatives that enhance both guest experience and environmental impact
• Strategies for budgeting technology investments that balance innovation with practical returns
• The importance of creating a culture where technology and innovation work hand-in-hand with operational excellence
• Approaches to training and preparing staff for new technology implementation
• How sustainable initiatives like eliminating plastic bottles can create both environmental and operational benefits
  

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Robbert Manussen here:

• LinkedIn
• IHG Hotels and Resorts

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:

[07:21] Navigating leadership across cultures and continents - Drawing from his global experiences, Robbert reflects on how working in diverse regions like Europe, the Middle East, and Asia has shaped his leadership style. He explains how adapting to different cultures is key to leading effectively, as each region comes with unique expectations and work dynamics. For instance, in his native Netherlands, straightforward communication is the norm, while in the Middle East and Asia, the approach to leadership is more relationship-oriented and requires cultural sensitivity. Robbert learned to "become a chameleon," adjusting his style to build meaningful relationships and create value for each team, which ultimately drives business success.

[16:00] Voice-activated innovation - One of the most exciting innovations Robbert discusses is the introduction of voice control technology at the Intercontinental Kaohsiung. As the hotel caters to a tech-savvy clientele in Taiwan — a global hub for AI and semiconductors — he reveals how they've integrated voice-activated controls for everything from air conditioning to blinds and lighting. The system, developed with a local startup, allows guests to interact seamlessly with their room's amenities through simple voice commands. Notably, this technology is available in Mandarin, English, and Japanese, making it accessible to a broad range of international visitors. The convenience factor extends beyond comfort, as guests can also request services like extra water or information about the hotel — streamlining the guest experience.

[27:00] Sustainability through data-driven innovation - Sustainability is a key focus for the Intercontinental, and Robbert Manussen highlights an innovative initiative to replace plastic water bottles in guest rooms. After analyzing guest data, which showed high demand for bottled water, the hotel installed in-room water taps and introduced bamboo thermos flasks for purchase. This change reduced 1,200 monthly requests for bottled water in a 250-room hotel, dramatically cutting down plastic usage and enhancing the guest experience by offering eco-friendly options.

Chapters:

00:00 - Intro

00:43 - A global journey: From Europe to Asia

05:40 - Taiwan’s cutting-edge hotel experience

06:58 - Adapting leadership across cultures

14:30 - The global career ladder: From trainee to GM

16:00 - Innovation that wows: AI-powered guest experience

17:56 - Technology for all: AI for every guest

25:01 - Data and personalization: The next frontier

29:27 - Sustainability by design: Water solutions and guest experience

31:03 - Navigating the tech revolution: Budgeting for the future

35:45 - Empowering teams through technology and training

41:02 - The future of hospitality: Attracting a tech-savvy generation

If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.

Hotel Moment Podcast is handcrafted by our friends over at: fame.so
Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.
Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.

If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →

Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill