Summary of "AI, Data, and the Direct Booking Revolution – The 3 Phases of AI in Hospitality"

Episode Release Date: May 19, 2025
Podcast: The Boostly Podcast
Host: Mark Simpson
Guest: Luca Zambelo, Co-founder and CEO of Journey

1. Introduction

In this insightful episode of The Boostly Podcast, host Mark Simpson welcomes Luca Zambelo, the co-founder and CEO of Journey, an AI-driven property management system (PMS) tailored for the hospitality industry. The focus of the discussion centers on how AI and data are revolutionizing direct bookings and transforming the operational landscape for hosts.

2. Understanding Journey: An AI-Driven PMS

Mark Simpson kicks off the conversation by introducing Journey as an essential tool for hosts looking to enhance their operations and guest experiences.

• Journey as an Operating System:
  “At its core we obviously build a PMS because to build what we wanted to build, we need to build a PMS. But ultimately we see Journey as an operating system...” [01:33]

  Luca Zambelo explains that Journey unifies various tools into a single dashboard, allowing for seamless integration and centralized operations. This unified approach enables hosts to automate multiple aspects of their business, enhancing efficiency and effectiveness.

3. The Impact of AI on Hospitality

The conversation delves into the transformative role of AI in the hospitality sector, segmented into three distinct phases.

a. Phase One: Automated Guest Communications

Luca Zambelo identifies the initial phase where AI automates guest communications and reviews.

• “Automated guest communications, automated guest reviews, that's the number one tool that people are using today.” [04:13]

This phase focuses on reactive communication, handling standard interactions efficiently.

b. Phase Two: NIA Co-Pilot

In the second phase, Journey introduces the NIA Co-Pilot, an advanced AI model that interacts across different system components.

• “We have one that specializes in answering guest communication, one for reviews, one for pricing...” [05:05]

This allows hosts to perform complex tasks through conversational interfaces, such as adjusting pricing or managing calendars, enhancing operational control without navigating cumbersome interfaces.

c. Phase Three: Personalized Guest Experiences

The third and most transformative phase emphasizes AI-driven personalization, enabling hosts to create bespoke guest experiences that foster brand loyalty.

• “This is where things are going to start completely changing the industry forever... anticipate guest needs, make sure that you create brand loyalty...” [07:45]

AI not only streamlines operations but also empowers hosts to deliver highly customized services, which were previously unmanageable at scale.

4. Debunking AI Myths

A significant portion of the discussion addresses common misconceptions about AI in the hospitality industry.

• AI as an Enhancement, Not a Replacement:
  “AI is not going to substitute humans. It's going to substitute the humans that don't know how to leverage it.” [16:18]

Luca Zambelo emphasizes that AI is a tool to amplify human capabilities rather than replace them. By automating repetitive tasks, AI frees up hosts to focus on creative and strategic aspects of their business.

• Overcoming Skepticism:
  “I think AI is huge and it's going to change a lot of things. It's going to revolutionize a lot of things.” [19:59]

Luca addresses the spectrum of opinions on AI, advocating for embracing the technology to harness its full potential.

5. Leveraging AI to Boost Direct Bookings

The episode explores how AI-driven tools like Journey can help hosts reduce reliance on Online Travel Agencies (OTAs) and increase direct bookings.

• Creating Brand Loyalty:
  “When you build the brand, whether it's even like a single home, but you created a brand around that home or you have a collection of properties... people want to come back to you.” [11:13]

By offering personalized experiences and fostering strong brand loyalty, hosts can encourage repeat bookings directly through their platforms, minimizing dependence on OTAs.

6. Practical Implementation of AI for Hosts

Mark Simpson and Luca Zambelo discuss actionable steps for hosts to integrate AI into their operations effectively.

• Starting Small and Scaling:
  “If you're one of them people listening to this, then there's so many reasons to just get on the AI bandwagon...” [08:42]

Hosts are encouraged to begin experimenting with AI tools in manageable ways, gradually scaling up as they become more comfortable and see tangible benefits.

• AI-Driven Personalization:
  “You can remember, remind them three or four months earlier, like hey, I know your, your daughter's birthday is coming up...” [14:50]

Implementing AI to remember guest preferences and special occasions can significantly enhance the guest experience, leading to higher satisfaction and loyalty.

7. Changing the AI Mindset

A key theme of the episode is the importance of adopting a mindset that embraces AI as a beneficial tool.

• Cultural Shift:
  “Once you get used to it, to really get good at prompting and then sometimes even asking the AI itself...” [05:05]

Luca Zambelo highlights the necessity of changing both personal and organizational mindsets to fully leverage AI's capabilities, moving beyond basic interactions to more sophisticated applications.

• Hands-On Experimentation:
  “Use it even in the small things, not eventually, even if it's completely unrelated to Hospitality...” [24:12]

Encouraging continuous experimentation with AI in various aspects of life and business helps hosts uncover innovative ways to integrate AI into their hospitality services.

8. Journey: Where to Learn More

For listeners interested in exploring Journey further, Luca Zambelo provides multiple avenues for engagement.

• Website and Contact:
  “If you want to get in touch with us, Journey spelled J U R N Y dot com...” [28:52]

• Social Media Channels:
  Luca mentions active presence on LinkedIn and Instagram, encouraging hosts to connect and engage with the Journey community for demos and more information.

9. Final Thoughts on the Future of AI in Hospitality

Closing the episode, Luca Zambelo shares his optimistic vision for AI's role in the future of hospitality.

• “Don't be too skeptical and don't be. Don't be too worried about it. Actually trying to embrace it...” [30:21]

Luca urges hosts to embrace AI technologies, highlighting the significant improvements in efficiency and guest satisfaction that can be achieved. He underscores the transformative potential of AI to elevate the hospitality industry, making it more personalized and guest-centric.

Notable Quotes

• Luca Zambelo:
  “AI is not going to substitute humans. It's going to substitute the humans that don't know how to leverage it.” [16:18]

• Luca Zambelo:
  “When you build the brand... people want to come back to you.” [11:13]

• Mark Simpson:
  “Having a blast. Gonna get it on the Bruce Lee podcast.” [31:36]

Conclusion

This episode of The Boostly Podcast offers a comprehensive exploration of how AI is reshaping the hospitality industry. Through the expertise of Luca Zambelo, listeners gain valuable insights into the practical applications of AI in enhancing operations, personalizing guest experiences, and driving direct bookings. The discussion not only demystifies AI but also encourages hosts to adopt a proactive approach in integrating these technologies to stay competitive and foster sustainable business growth.

For those eager to delve deeper into AI-driven hospitality solutions, Journey stands out as a pivotal tool, promising to streamline operations and elevate guest satisfaction through intelligent automation and personalized service.

Stay Connected:

• Journey Website: journey.com
• Luca Zambelo on LinkedIn: Search for "Luca Zambelo"
• Journey on Instagram and LinkedIn: Follow Journey for updates and insights.

This summary encapsulates the key discussions, insights, and forward-looking statements from the episode, providing a comprehensive overview for those who wish to understand the intersection of AI and hospitality without listening to the full podcast.