# The Need for Process Innovation in Hospitality

By Hospitality · Published 2023-10-31 · Updated 2026-06-08 · Hospitality on MarketScale
Canonical: https://www.marketscale.com/industries/hospitality/process-innovation-in-hospitality
Creator hub: Maestro PMS

> Hoteliers are discovering that balancing automation with human touch is the key to retaining guests in an increasingly competitive market

## Key points

- Balancing automation with human touch is key to guest retention.
- Embracing tech-forward approaches like mobile check-ins and virtual concierges.
- Innovation must align with guest satisfaction and ethical practices.

Block Field

At a time when customer preferences are constantly shifting, process innovation in hospitality must streamline operations and create bespoke guest experiences.

From the ease of [mobile check-ins](https://medium.com/aeologic/10-ways-smart-technology-is-reshaping-the-hotel-industry-66741dd5a3da) to the emergence of [virtual concierges](https://medium.com/aeologic/10-ways-smart-technology-is-reshaping-the-hotel-industry-66741dd5a3da), hotels are embracing a [tech-forward approach](https://marketscale.com/industries/industrial-iot/homeowners-look-to-hotels-to-set-the-stage-for-inspiration-in-home-design-trends-and-smart-home-integration/). Amidst this wave of change, there’s a buzz of conversations around [ethical AI applications,](https://hotelsmag.com/podcasts/the-ethics-of-ai-in-the-hotel-industry-with-mark-brown/) exploring the balance between automation and authentic human interaction.

The essence of these discussions boils down to a pivotal question: How can the hospitality industry harness the power of smart technology and AI while preserving the core values of guest satisfaction and ethical business practices?

> How can the hospitality industry harness the power of smart technology and AI while preserving the core values of guest satisfaction and ethical business practices?

In this installment of [Conducting Conversations](https://marketscale.com/shows/maestro-pms/) by [**Maestro PMS**](https://maestropms.com/), host [**Michelle Dawn Mooney**](https://www.michelledawnmooney.com/) welcomes [**Warren Dehan**](https://www.linkedin.com/in/warren-dehan-maestro-pms/?originalSubdomain=ca), the President of **Maestro PMS**, and [**Adam Mogelonsky**](https://www.linkedin.com/in/adam-mogelonsky/), a key figure at [**Hotel Mogel Consulting**](https://www.hotelmogel.com/), to dissect the imperative of process innovation in hospitality today. The conversation transitions from recognizing the core of innovation to practical steps organizations can take to foster a culture of continuous improvement.

Key Conversational Points:

- Delving into the facets of process innovation and its resonance on client contentment
- Tactics for nurturing an innovation-centric ethos within hospitality conglomerates
- Unveiling real-world instances of innovation engendering tangible dividends in the domain

With a rich background in property management systems, **Warren Dehan** shares his journey of leading myriad innovation endeavors at **Maestro PMS**. On the flip side, **Adam Mogelonsky**, boasting a consultancy lineage, divulges insights from his comprehensive engagements with various hotels aimed at elevating operational efficiency and guest satisfaction.

Tags: hospitality, Hotel Mogel Consulting, Maestro PMS, Operational Efficiency, Process Innovation

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