TRENDING
H : What is your message to the hotel world , your contemporaries about your new experiences and the takeaways ?
SY : Always keep guests at the forefront of your decisions . When you truly set your mind to taking the travel and guest experience to a level it ’ s never been before , it is incredible to see what your team is capable of conceptualizing and executing . Through our talented team and industry-leading partners , we are launching a product that will be the first of its kind , and we can ’ t wait for travelers to become familiar with Lake Nona and Lake Nona Wave Hotel .
Autonomous vehicles will be an unique amenity at Lake Nona Wave hotel .
SY : Our goal is to have our team engage with our guests more so than a typical hotel . With the tech features we have in place , it frees up their time to connect with guests on a more personal level . For example , rather than keeping our living room hosts team behind a desk , they are given free rein of our lobby space to mingle and make connections with each guest ; this is a result of our arrival process – where guests can opt to check in via our mobile app , or kiosks .
H : And because we are coming out of such an unprecedented moment in time , how do you think your team needs to best interact with guests ?
SY : Our team will be mindful of how a guest wants to interact , which is why we have several platforms for connection . Whether they prefer inperson or via text , app , or email , we can make it happen .
H : What are you learning personally from this new experience ? Or what is surprising you ?
SY : I ’ m ecstatic about how our ownership values investing in technology so we can truly redefine what travel and the guest experience is like . I ’ m learning that the key to success when creating a new experience like that at Lake Nona Wave Hotel is to always remain open-minded , strive for excellence , and challenge the way things have traditionally been done .
H : Is this concept more of an outlier , a unique hotel experience , or do you truly feel you are on the cutting edge of what will become the norm ? And if it is eventually going to become the norm , how long will it take ?
SY : We believe we are on the cutting edge of what will become the norm . More than ever , travelers are looking to customize their trips and create a one-of-a-kind experience that they won ’ t forget ; technology is the key to making this happen . Our mindset and mission allow them to make choices they weren ’ t able to before – from how they ’ d like to check in and customize their room upon arrival , to elevating the usual hotel fitness center and offering access to a new kind of comprehensive establishment with a human performance lab , sound healing and more . Technology is the cornerstone in everyone ’ s personal and professional lives , and we see our hotel as being the future of travel today .
22 hotelsmag . com September / October 2021