The Future of Operations Managers: Navigating Agile Start-Up Hospitality and Tech
Meet Rusmir Rieger, a seasoned Operations Manager in the hospitality industry at Numa Group, passionate about reshaping the sector. With expertise in operational scalability and innovative tech integration, Rusmir is actively redefining 21st-century hotel operations. He leads operations at Numa Viktoria in Munich, one of Europe's largest digital hotels.
In our interview, Rusmir discussed the evolving role of Operations Managers in a tech-driven and agile hospitality environment.
Rusmir, can you share an experience that illustrates the impact of technology and AI on hospitality operations and how it changed your approach as an Operations Manager?
Our AI and tech assistants always add charm to our operations and never suffer from "check-out" fatigue! :) During my tenure as an Operations Manager, overseeing properties in Frankfurt and Munich was a unique challenge. To ensure quality across all three properties, we embraced technology. Leveraging data and tech solutions allowed me to manage and monitor room quality precisely. Innovative technology elevated one of our Frankfurt properties, "Oben," almost to the status of a popular Airbnb 'Superhost'.ce.
As someone involved in the pre-opening of Numa Viktoria, how do you envision the role of Operations Managers evolving in agile start-up hospitality
and tech environments?
The role of Operations Managers is likely to evolve in several ways:
#1 - Scalability involves rethinking the workforce dynamics within the industry - as fewer and fewer people after Covid would like to work in hospitality. The challenge lies in managing hospitality operations with a leaner on-site staff while proactively utilizing several tech & data tools in the daily business. To address this, the role of an Operations Manager becomes more strategic. This entails a focus on process enhancement and continuous improvement, as we seek to optimize and refine our operations continually.
We are operating Numa Viktoria, the biggest digital hotel in Europe (like all of the other ones) in a very scalable and efficient way. We deliver a fully digital guest experience. Guests check-in and out digitally with a PIN code, which can, therefore, save time and help them explore the city faster. Facility management and housekeeping are being outsourced in our concept as we want to concentrate on the products we do best: rooms, tech, and guest experience.
#2 Tech & Automatization Integration Expertise - Operations Managers will need to become experts in integrating and managing various technologies and software solutions. They'll be responsible for ensuring that the tech stack enhances guest experiences, streamlines operations, and remains adaptable to changing needs, always keeping scalability in mind.
#3 Data-driven decision-making is one of the most important skills. With the wealth of data generated by IoT devices, AI, and guest interactions, Operations Managers will need to become adept at analyzing data to make informed decisions. This includes optimizing pricing, resource allocation, and guest services, including investments.
#4 Leadership and Continuous Learning - Staying up-to-date with the latest technology trends and innovations will be crucial. Operations Managers will need to engage in continuous learning to remain effective in their roles. Leadership as an essential skill would be more important than ever. I call it visionary leadership, guest-obsessed, always having in mind and in the first place team wellbeing and development. One great leadership story happened during the Covid times. Numa stayed flexible and listed their apartments as long-stay rentals, which helped us achieve great occupancy at a time when nobody was travelling any longer.
You're set to lead a workshop at Best Stay Event titled "Let's build a hotel from the future," exploring concepts like underwater, space, and land-based hotels. Could you provide a glimpse into your vision for the future of hospitality operations in such unique settings? How do you see technology and AI playing a role in managing operations in these unconventional spaces?
The future of hospitality is happening right now in unique settings like underwater hotels and unconventional land-based properties. The first Space hotel is yet to come and is planned for 2025 - “Voyager Station” by Above Space Development.
Numa's operational setup can be imagined in any of the unconventional land-based environments. We can operate the future concept of hospitality anywhere - all thanks to Internet/Wifi availability coming from Starlink. Internet availability everywhere, anytime was one of the revolutionary moments in our industry. AI will play a certain role in land-based hotels when it comes to the guest experience and digital concierge services - but super-sophisticated AI won’t be needed. Automatization is key: no more HK lists and outdated operational procedures - rather an application that will allow the supervisor to mark rooms in real time as inspected and at the same time inform guests of early check-in possibilities. That kind of app called Shine was being developed by our tech team.
A great question to ask is where we're going to find staff for space hotels when we can’t find them for even Earth ones :)
For space Hotels, AI impact would be significant. They will have to operate with maximum efficiency with minimum services. AI systems may assist in creating artificial gravity within the hotel, helping guests adapt to the challenges of microgravity. AI can aid in coordinating space tourism activities, including booking space flights, scheduling activities on the International Space Station, and ensuring guests' safety during space travel. Spacewalk assistance could be a great option for those venturing outside the hotel; AI-powered spacesuits could provide real-time guidance and support to ensure the safety of guests during spacewalks.
For underwater stories, AI will play a pivotal role in ensuring advanced environmentalcontrols, help guests with aquatic exploration, and finally could improve safety and emergency response in these challenging environments for both guests and employees.
Drawing from your experience and foresight, how do you foresee the hospitality industry evolving to meet the demands of modern travelers, particularly those influenced by the sharing economy?
Personalization and Experience-Centric Services, followed by Tech Integration and Contactless Services, are already pillars for modern travelers. The power of value is essential. Modern travelers, especially Gen-Z - born with mobile phones in their hands and tech-savvy, seek a balance between quality and affordability. By offering competitive pricing, transparent and personalized experiences, convenience, quality, and unique offerings that match a home feeling, hospitality providers can meet the expectations of modern travelers while aligning with the principles of the share deconomy. We offer studio apartments that are a bit bigger and have a kitchen, giving us a wider market to target and increased value for our guests.
Platform economy will go hand in hand with the previously mentioned segments. Hotels will offer a spectrum of additional experiences, activities, and possibilities - which will be outsourced, easy to book and pay for, with great tech adjustments. Your boat trip, rainforest hiking, or Easter egg hunts will be one click away.
What wisdom can you share with the next generation of Operations Managers and leaders in hospitality, regarding the essential skills and qualities they should cultivate to not just adapt but thrive in this dynamic environment? What skills will be crucial for success in this evolving landscape?
In this dynamic environment, success will come to those who are adaptable, tech-savvy, and guest-focused, and have a strong foundation of leadership and problem-solving skills. By cultivating these qualities, the next generation of Operations Managers and leaders in hospitality can not only adapt but thrive in this ever-evolving landscape.
Managers will need to have a basic understanding of machine learning, basic programming and coding skills. They would need to know how to prompt Chat GPT or Google Bard correctly to receive accurate information.
Gaining a revolutionary new skill of “Remote Management” will answer the question of how to be 1000 kilometers away and still get the best from your team.
Rusmir Rieger's interview provides a compelling glimpse into the transformative power of technology and AI in the hospitality industry. For a deeper dive into the future of operations and cutting-edge insights, we welcome you to join us at the upcoming Best Stay Event.