Give your own software to your mother

Christian Müller has been enthusiastic about technology since his first PC. It's no surprise, then, that he holds some valuable wisdom on digitalization. The Group Manager of Technology at the Viennese Schani Hotels talks with us about how to automate a hotel in a way that pleases not just the guests, but also the colleagues.

Christian Müller may be German, but he still exudes the Viennese charm of his employer. The native Brandenburger beams ear to ear when he talks about technology and digitalization—topics that might make others bristle but make Christian's heart beat a little faster. "I've had a passion for technology since I was very young. I got my first PC when I was six or seven years old. It was a lucky find back then. Today, I define and design a scalable tech stack for our hotels."

The Schani Hotels captivate their guests with a special combination of Viennese flair and smart modernity. "What makes our hotels stand out? There are mainly three points that come to mind. All our houses exude genuine Viennese charm, this typical Viennese hospitality. A little bit of humor in the houses, a bit of playfulness." According to Christian, Viennese charm consists of friendliness and humor. All guests at the Schani Hotels are addressed informally.

The technology enthusiast continues his list. "Then there's sustainability, which has been a theme through all the Schani hotels since the first one. We try to ensure sustainability in various areas. Regarding the materials we use, who our suppliers are, which products we purchase, and how much energy we consume."

"The third aspect, and actually my specialty, is digitalization. What can be equipped with technology? Where can processes be automated, where can processes be digitized that haven't been available digitally before?" Christian Müller, the Technology Group Manager, regularly ponders these questions. His goal is an automated, digital hotel that connects many individual systems into a coherent interface.

Christian Müller has a clear vision for sustainable applications. "Don't hesitate to talk to companies. Even if you already know you won't be able to use this product or you don't want to deploy it because it's too expensive. It never hurts to take half an hour to listen." He particularly emphasizes that the potential of well-functioning mobile applications is often underestimated. "Think mobile first. I now demand this from all my systems. They must work on mobile; I must be able to operate them from my mobile phone. Otherwise, it's no longer future-proof for me. This is also something I often notice at other hotels. All team members in the hotel sit at a PC with a large screen - but where are their guests, where do the guest reservations come from? Probably from a mobile phone." According to Christian, the call numbers from desktop applications are continuously declining. "We see it in the call numbers from websites, we see it in the booking numbers from the IBE, we see it in the numbers from the chatbot. MOBILE FIRST should be written in big, bold letters."

Christian argues that straightforward applications also allow the team to work efficiently and smoothly. From high automation, he expects one thing above all: employee satisfaction. "Most would say that automation saves on staff and costs. But that's not the point. The hospitality industry either doesn't have the people, or they do have them but they are dissatisfied. In countless hotels, precious staff have to print registration forms only to re-enter their handwritten data into the computer. And if systems work more simply, my employees will be happier because they can focus on what they are really there for."

Christian is always looking for solutions that are easy not only for guests but also for colleagues. "Test yourself, challenge yourself. Give your own software to your mother. I, for example, give it to my daughter. Test if they can operate it. What makes sense in my application? Where are the errors? After a certain point, one often becomes operationally blind."

"We see it in the traffic numbers of the websites, we see it in the booking numbers from the IBE, we see it in the figures from the chatbot. MOBILE FIRST should be written in big, bold letters."

The guests at the Schani Hotels are very diverse. Christian observes a particularly high affinity for digitalization and automated processes among guests from Asia or Israel. When asked how to ensure all guests are included in the digital journey, Christian Müller offers a straightforward and sensible response. "By still offering both options. So, we provide both the traditional room key and the app for door opening. We offer you a chatbot, but if the guest prefers not, then direct communication via phone is available."

“Interestingly, it's not the very elderly guests who reject this process, but rather those who find digital processes intriguing and are willing to give them a try.” These guests are then supported through self-check-in using tablets—not literally handheld, but the process is designed to be straightforward yet slightly challenging.

This open-minded curiosity is definitely something to emulate! It’s easy to stay within the comfort zone of the tried and tested. However, Christian Müller is determined to remain curious. We look forward to discovering what new tools the Schani Hotels will surprise us with in the future.

Thank you, dear Christian, for the fascinating conversation!

About the Schani Hotels:

The Schani Hotels in Austria win over their guests with a unique blend of Viennese charm and modernity. As the first hotel conceived and built in cooperation with the German Fraunhofer research institute, the smart boutique hotel is a pioneer in digitalization and sustainability. The existing two hotels in Vienna will soon be joined by a new one in Munich and two more in Vienna.

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