Lake Nona that is at the forefront of innovation .
H : How do you teach service differently in such a hi-tech environment ?
SY : The key is to find team members who adapt easily and are naturally curious . That curiosity lends itself to the innovative tech features we ’ ve weaved into our guest experience . Putting a team in place that innately leans into technology allows us to ease into the learning process more easily , since they already have vast knowledge of the basics in tech . The goal then becomes to simply enhance the skills they have already honed – making way for more innovation and creativity .
H : How do you balance hi-tech with hitouch points with guests ?
SY : Technology can ’ t replace the human interaction . We all learned in 2020 that humans crave interaction and connection . At Lake Nona Wave Hotel , we are using technology autonomous shuttles .
Dubbed “ The Future of Cities ,” master-planned Lake Nona in Orlando , Florida , is being developed by the local Tavistock Development Co ., and is shedding light on innovation like self-driving vehicles , flying taxis , smart houses and robotic lawn mowers . It is home to the Lake Nona Performance Club ( Dr . Deepak Chopra ’ s exclusive mind-body zone and spa , opening in mid-July ), and now Lake Nona Wave Hotel with its 216 guest rooms , 16 one-bedroom suites and two penthouse suites designed to be the living room of Lake Nona , a 17-square-mile destination dubbed “ a smart city with soul .”
Now it is Yang ’ s job to make this hi-tech , hi-touch mashup work . HOTELS recently interviewed Yang to better understand how , in her mind , the definition of innovation in hospitality is evolving .
HOTELS : What is the anticipated ADR ? What is the anticipated average spend for guests once on property ?
Suzie Yang : Our starting rates will range from the mid to high US $ 200s . The anticipated spend will vary depending on the type of guest . For a corporate traveler , their average length of stay will be shorter than a leisure guest . We will also have stand-out food and beverage offerings at the hotel , so we anticipate guests will also spend time exploring each of the restaurants .
H : What about your past experience is best serving you in this unique , new setting ?
SY : My passion has always been in managing and leading teams in independent lifestyle hotels . It allows me to be more creative and adapt the services and hotel amenities to what customers expect and want . I tend to get restless if everything is the same and I can ’ t put a twist on things , which lends itself perfectly to a destination like
TECHNOLOGY IS THE CORNERSTONE IN EVERYONE ’ S PERSONAL AND PROFESSIONAL LIVES , AND WE SEE OUR HOTEL AS BEING THE FUTURE OF TRAVEL TODAY .
Rendering of the Lake Nona Wave hotel living room bar
– SUZIE YANG
September / October 2021 hotelsmag . com 19