EPISODE · Mar 31, 2025 · 27 MIN
Ultra-Luxury Hospitality with Toan Ly: Creating the Perfect Blend of High Tech and High Touch
from Resilient Tourism Podcast Series - Accelerating the Digital and Data-Driven Transformation · host Resilient Tourism
In this episode, we're excited to host Toan Ly, Executive Assistant Manager Commercial at Six Senses Crans-Montana. With over a decade of international experience in luxury hospitality, Toan explains how technologies like AI-driven personalization, biometric security, and immersive virtual reality are transforming guest experiences. However, he emphasizes that the core of luxury hospitality lies in genuine human interaction, which cannot be replaced by technology. To prepare for future transformations, Toan stresses the importance of investing in culture, leadership, and scalable tech infrastructure. He also highlights the need for future hoteliers to be well-versed in both operational skills and technology, ensuring they strike the right balance between tech and personalized service, depending on their business positioning.In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry.In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland.Learn more about the project at www.resilienttourism.ch. This content is produced by the EHL Hospitality Business School with the support of Innosuisse
What this episode covers
In this episode, we're excited to host Toan Ly, Executive Assistant Manager Commercial at Six Senses Crans-Montana. With over a decade of international experience in luxury hospitality, Toan explains how technologies like AI-driven personalization, biometric security, and immersive virtual reality are transforming guest experiences. However, he emphasizes that the core of luxury hospitality lies in genuine human interaction, which cannot be replaced by technology. To prepare for future transformations, Toan stresses the importance of investing in culture, leadership, and scalable tech infrastructure. He also highlights the need for future hoteliers to be well-versed in both operational skills and technology, ensuring they strike the right balance between tech and personalized service, depending on their business positioning.In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry.In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland.Learn more about the project at www.resilienttourism.ch. This content is produced by the EHL Hospitality Business School with the support of Innosuisse
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Ultra-Luxury Hospitality with Toan Ly: Creating the Perfect Blend of High Tech and High Touch
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