PortoBay (Part 2): Digital Loyalty Meets Human Hospitality

I’ve been loving this mini-series on PortoBay, and in this second part, I get to chat with two people who really bring the magic to life behind the scenes.I sit down with Fiona Fontes, who’s been with PortoBay for 15 years and is now Marketing Coordinator (with a real passion for digital), and Alex Esneriaga, Resident Manager at Ilha Porto Mare, who’s grown up on Madeira and knows these resorts inside out. We dig into how their app and loyalty systems keep guests coming back, the tech that supports flawless service, and why nothing beats a genuine human recommendation when you’re on holiday.What We Discover- Digital Loyalty That Feels Personal: Fiona explains how the app and smart campaigns turn one-off visitors into regulars who feel part of the PortoBay family.- Tech Freeing Up People: The systems that handle everything from keys to bookings so staff can focus on real connections and those little touches that make a stay unforgettable.- Human Over Algorithm: Alex shares why guests still crave authentic local tips from someone who knows the island, not just an AI suggestion.Spending time with Fiona and Alex reminded me why PortoBay feels so special: great tech is brilliant, but it’s the people using it who create memories that last. If you’re thinking about guest experience or loyalty strategies, there’s plenty here to borrow.Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.