Horst Schulze

I knew every month in every hotel in the world what the customer satisfaction was, what the employee satisfaction is, what my economics are, and what my future indicators are.

That's the only thing I need to know.

The rest I delegate.

The rest are delicate.

But if the customer satisfaction intent to return was not there, we then could dig in why into the various studies.

And we analyzed if there are in every hotel the same trend.

Got it.

So we know what is there, and we then tweak constantly.

You tweak so that you keep on serving the customer the way the customer wants to be served.

Well, I...

I'm not there.

I mean, I'm generationally cannot quite accept AI yet.

Oh, but I'm saying I work with a technical group and we are leader in the technology that has created for hotels.

That's Capella.

No, that is the hotel company.

I'm working with a group, KYC, that puts technologies into hotel.

So we...

So we know everything and we are partially AI.

For instance, in AI I can do everything, but what is happening because of the AI is nearly every brand, larger brand, is becoming a commodity now.

It means you check in with your iPhone, pretty soon that's what you do.