In this episode , we sit down with Carlo Fontana, General Manager of Hotel Lugano Dante, for a rich conversation on the evolving role of technology in hospitality. With over three decades of experience, Carlo shares how he’s witnessed and leveraged the digital transformation of the industry, from the first PMS installations to AI-assisted guest communication.
But for Carlo, technology is never the star of the show. "It’s the smile, the name remembered, the warm welcome that guests never forget.” He walks us through his “magic pyramid” for adopting tech—starting with leadership and culture, not software—and reminds us that the most powerful tools in hospitality are still empathy, attitude, and attention to detail.
From handwritten notes to smart key systems that trigger personalized greetings, Carlo shows how thoughtful tech adoption can empower staff, reduce friction, and elevate the guest experience—without ever replacing the soul of hospitality.
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