Guestnet

Profitability & Guest Satisfaction in Harmony: How Hotels Can Maximize Their Guest Experience

In today’s hospitality industry, it is no longer enough to simply have satisfied guests – economic efficiency and well-structured revenue management are just as crucial.

Maximilian Bräu, CEO of Bräu Innovation & Consulting, is convinced:

"Guest satisfaction and profitability are not mutually exclusive – on the contrary. Those who use digital processes wisely can increase both."
What does “economically successful hotel management” mean to you today?

Economically successful hotel management means creating stable revenues through clear processes and data-driven decisions – without sacrificing the guest experience. It’s about efficiency, not cost-cutting. About clear responsibilities, smart systems, and motivated teams working together to provide real added value to the guest.

Many hotels face the question: Inspire guests or reduce costs – how do you reconcile both?

By relieving processes instead of overburdening people. With targeted automation and smart workflows, the team is noticeably relieved – and this relief creates the time needed to truly inspire guests. It’s not an either-or, if you know which levers to pull.

What role do employees play in this tension between efficiency and service quality?

They are the bridge between both worlds. Only when staff have clearly structured workflows and digital support in the background can they focus on what really matters: the person in front of them. An efficiently structured hotel provides the team with time, clarity, and motivation – and the guest feels the difference.

 

Digital solutions are not an end in themselves, but tools to simultaneously increase profitability and quality. I see them as strategic levers to minimize manual errors, improve response times, and make optimal use of resources.
Maximilian Bräu
Owner @ Bräu Innovation & Consulting
Which measures work particularly well to increase both revenue and guest satisfaction?
  • Standardization of internal processes: saves costs and prevents mistakes
  • Digital guest communication: clear, personal communication before, during, and after the stay
  • Data-driven pricing: optimal prices at the right time
  • Automated upselling: added value for the guest, additional revenue for the hotel – without extra staff

 

In which areas do you see particularly high potential for additional revenues in everyday hotel operations?

  • Room upgrades and late check-out via smart tools

  • Expanding offers at breakfast, bar, or spa through data-based cross-selling

  • Digital services such as e-bike rentals, parking, or ticket sales directly at check-in

What is particularly important to you when it comes to the guest experience?

Reliability, clarity, and individuality. Guests should feel that their needs are recognized and taken seriously – without anyone rushing through the hotel in stress. This works when the processes in the background run smoothly, leaving enough space for real guest service.

How do you observe the behavior of modern guests compared to the past – what has changed?

Guests today are more informed, digital, spontaneous – but also more demanding. They don’t just compare offers based on price, but also on experience, comfort, and sustainability. At the same time, the desire for self-determination and transparency is increasing. This means: digital services must be intuitive, simple, and trustworthy.

Which trends or developments in hospitality are you currently following most closely?
  • Automation in the background to relieve the entire team

  • Personalized communication through AI-supported systems

  • Sustainability as a business standard, not an extra
Digital services must be intuitive, simple, and trustworthy.
Maximilian Bräu
Owner  @ Bräu Innovation & Consulting
Which services or offers are particularly well received by guests?
  • Individual communication and flexible check-in/check-out times

  • Regional cuisine with a personal touch

  • Digital services that don’t intrude but make things easier – such as mobile keys, a digital concierge, or interactive guest guides
What advice would you give to hotels that want to work more economically without cutting service?

Start with the internal processes. Every minute you save your team through automation or clear workflows ends up with the guest. Invest in digital structures, but never lose sight of the human being – neither internally nor externally. The best solutions are quiet in the background and strong in their impact.

Want to learn more about Bräu Innovation & Consulting?

Click here.