Vice President Operations EMEA  - Radisson Hotel Group
Service Excellence, Digitalisation and Process Automation: A Real Trade-off?
About Gonzalo Carpintero
Gonzalo serves as Vice President Operations at RHG EMEA, reporting to the COO. Overseeing more than 400 hotels operating under different business modalities, his main role is to lead the transformation of the RHG Operating Model, aiming to become #1 Hotel Operator in those markets where it operates. The introduction of clear guidelines, bringing new technology and best practice sharing across properties his key main areas of responsibility. Prior to that, Gonzalo served in a number of positions at NH Hotel Group, where he was engaged in business transformation, business development and asset management. Before NH, Gonzalo worked as M&A Associate for PwC and Consultant for Deloitte at Madrid. The combination of several roles related to Commercial, Expansion and Operations, has allowed him to develop a wide perspective of the Hotel business as well as a multinational comprehension of the different challenges affecting different markets, from Nordics to South Africa.
In Hospitality, the human touch remains an essential to perform daily operations and to deliver a proper customer experience. On the other hand, digitalisation and process automation are becoming more and more part of the way hotels operate and interact with guests. In the keynote, we will outline the key aspects to find the right balance between human touch and digital capabilities to deliver relevant experiences for our clients while improving efficiency.