Using Technology to Elevate Hospitality


 

The hospitality industry is undergoing a rapid transformation, driven by the rising expectation for hyper-effortless, personalized guest experiences. Across industries, research from McKinsey shows that 71 percent of consumers expect companies to deliver personalized interactions—raising the bar for service excellence in every sector, including hospitality. As hotels, casinos, and resorts race to meet evolving demands, technology is proving to be the critical differentiator for guest loyalty, operational efficiency, and revenue growth.

In an increasingly competitive landscape, the essential question becomes: How can technology be better leveraged to not just “wow” guests, but truly improve loyalty, operational outcomes, and long-term profitability in hospitality?

In this episode of Pro AV Today, host Ben Thomas is joined by hospitality executive Radley Medina to explore how technology is revolutionizing the guest experience. They dive into how psychographic segmentation, connected ecosystems, and future-ready infrastructure are reshaping the way hospitality businesses operate and succeed.

The main topics of conversation…

  • Why psychographic guest segmentation is replacing traditional demographics and how it drives deeper loyalty.
  • How frictionless, personalized, and interconnected technology creates seamless guest experiences across entire resort ecosystems.
  • What infrastructure and open-system strategies operators need today to stay flexible and competitive tomorrow.

Radley Medina is a senior executive with over 25 years of leadership experience across the hospitality, gaming, services, and SaaS industries. He has held leadership roles at major brands including Caesars Entertainment, Station Casinos, and The Cosmopolitan, and most recently served as Chief Revenue Officer at The Service Companies, where he led enterprise revenue growth and operational transformation. Specializing in customer experience innovation, revenue optimization, and large-scale operational leadership, Medina has overseen P&Ls exceeding $325 million and helped organizations achieve EBITDA targets of over $140 million.

Article written by MarketScale.

Recent Episodes

Video conferencing technology has evolved dramatically since the early days of codec-based systems. Today, the challenge is no longer just about better audio or sharper video—it’s about human connection. With hybrid and remote work models now entrenched, the next frontier in conferencing is immersive, spatial experiences that closely mimic face-to-face interaction. At InfoComm 2025,…

Healthcare systems are under immense pressure to enhance patient experiences, improve outcomes, streamline operations, and address significant staffing shortages. The strain on the workforce is undeniable — the Bureau of Labor Statistics reported that hospital employment dropped by nearly 100,000 between February 2020 and September 2021. In fact, nearly one-third of healthcare professionals considered leaving…

The security space is at an inflection point. Rapid technological advancements—like AI, cloud platforms, and big data—are fueling a broader security industry transformation, reshaping how solutions are deployed and consumed. At the same time, the profile of the security buyer is changing, with IT, HR, and compliance leaders playing a much bigger role in…