Communication is the Real “Wow”.

Hotels today are racing to meet guests’ expectations with technology such as touchless check-ins. The real differentiator isn’t what wows guests at first sight—it’s what happens when no one’s looking. In Episode 12 of the Shiji Insights Podcast, Florencia sits down with Teresa de Pablo, Area Manager for Spain and Latin America at Hotelkit, to discuss the vital connection between internal communication, operational efficiency, and guest satisfaction.

What unfolds confirms that seamless operations are the bedrock of outstanding guest experiences. From miscommunications about food allergies to broken processes around maintenance issues, Teresa shares real-world examples of how daily operations directly impact a hotel’s reputation.

The link between communication and guest experience

There are two questions Teresa often asks hoteliers: “Are you tired of WhatsApp groups?” and “Are you tired of internal emails?” These reflect a common issue—many hotels still rely on fragmented communication channels. Staff juggle WhatsApp, sticky notes, internal emails, and phone calls, creating confusion and inefficiencies. Frontline workers like housekeepers and maintenance staff often lack access to these channels entirely.

This fragmentation becomes more than an internal problem—it spills into the guest experience. Teresa explains how missed messages or delayed responses can derail a carefully curated hotel stay.

A common scenario: a family arrives for their much-anticipated holiday. The room is beautiful, but there’s mould in the shower. The guest reports it, but the complaint is lost due to poor communication. The result? A negative review, social media backlash, and a ruined experience—all from a problem that could’ve been solved quickly with better systems.

“If operations fail, the guest experience cannot improve in any way,” Teresa de Pablo

Hoteliers should look beyond flashy innovations. While the industry chases the next big thing, many forget to address the fundamentals—clean rooms, quick responses, and internal alignment.

The discussion also highlights the importance of managing dietary restrictions, such as food allergies. Without proper internal coordination, crucial details like a lactose-intolerant guest can be overlooked by kitchen staff. In today’s world, that’s unacceptable—and avoidable.

From frustration to empowerment: Tech that works for everyone

One of the strongest themes in the episode is the importance of including all departments in digital transformation—especially those often excluded from tech discussions, like housekeeping or maintenance.

When hotels introduce operational tools, the team members who will use them daily must be involved in demos and onboarding. Their practical feedback often reveals gaps in understanding or functionality. In one case, a hotel’s housekeeping staff struggled with a new platform—not because it was complicated, but because it wasn’t in their native language. The solution? Replace text with simple icons. A small change made a massive difference.

“Productivity isn’t about working more hours; it’s about working efficiently,” Teresa de Pablo.

Another real-life example given is a head of maintenance who was initially resistant to technology. After using a centralised platform to upload manuals and updates, he went on vacation for the first time in 25 years without getting a single work call. For him, that one experience changed everything. He went from sceptic to champion of operational tools.

These stories illustrate how tech isn’t just about digitalisation—it’s about empowering staff to do their jobs better. That, in turn, supports the ultimate goal: creating seamless, enjoyable guest stays.

The pitfalls of chasing the “Wow” factor

Many hoteliers focus too much on the “wow” effect—AI-powered room features, robot waiters, and immersive guest experiences—without ensuring that operational basics are solid.

No matter how impressive a hotel’s lobby or tech may be, a single oversight (like delayed towel delivery or ignored maintenance requests) can negate it all. Guests expect excellence, especially when paying a premium. If those expectations aren’t met, their disappointment often ends up online.

Internal operations now rely on multiple integrated tools. But adopting these tools requires careful planning, clear goals, and department-wide buy-in. Start with pen and paper to map workflows, identify contact points, and set realistic implementation steps.

Hotels don’t need to install every shiny new tool. Start with what solves the core problems. In many cases, that’s simply improving communication and ensuring accountability.

The role of data, feedback, and continuous improvement

The conversation covered the importance of recording guest feedback—not just for reputation management but for meaningful improvements. For example, if multiple guests say the mattresses are too hard and the data isn’t recorded, the hotel might unknowingly buy the same mattresses again.

One hotel tested three mattress suppliers before selecting one purely based on guest feedback. Another hotel ran a staff-wide poll on curtain fabric to ensure they selected materials that housekeeping could clean efficiently. In both cases, collaboration between departments and input from those doing the work led to smarter decisions.

Features like AI-enhanced search and automation in task assignments isn’t about replacing people—it’s about reducing manual work and boosting staff focus where it matters most: on the guest.

Conclusion

True innovation starts with solving the basics. A clean room, timely response, and well-informed staff are often more impactful than the latest technology.

By improving internal communication and involving all departments in digital processes, hotels can deliver consistent, high-quality guest experiences. The goal isn’t to wow guests once—it’s to meet their expectations at every touchpoint.

In the age of automation and AI, the most successful hotels will be those that make their operations invisible to the guest—because everything just works.

Full Episode in Spanish: