Hotel Moment

WITH KAREN STEPHENS

Episode 183

Recast: How Swiss Deluxe Hotels redefines luxury hospitality with tech

How can luxury hotels embrace technology without sacrificing the human connections that make hospitality special? According to Wilhelm Luxem, technology should enhance service, not get in the way of it.

In this recast episode of Hotel Moment, Karen Stephens sits down with Wilhelm Luxem, Head of Quality Commission at Swiss Deluxe Hotels and former GM of the iconic Baur Au Lac, to discuss his approach to technology adoption in luxury hospitality. From his two-week training rule to the growing demand for personalized experiences, Wilhelm shares lessons from a 50-year career at the highest levels of the industry.

As hospitality becomes more digital, Wilhelm believes hotels have an even greater opportunity to deliver what guests value most: authentic human connection. Tune in to learn how luxury properties can balance innovation with timeless service excellence.

Media

Skip status quo service

Why technology should be complementary

Tech decisions are a team decision

Filters for technology adoption

Meet your host

Karen Stephens

As Chief Marketing Officer at Revinate, Karen is focused on driving long-term growth by building Revinate’s brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships. Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and lastminute.com

As the host of The Hotel Moment podcast, she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading our global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023.

Connect with Karen