We recently caught up with Lisa Broisch, Implementation Specialist, about her work at Guestline.
The Guestline team prides itself on the depth of understanding our employees have about the challenges faced by hoteliers. With over 80% of our employees having direct hotel industry experience, we know the problems faced and what is important. Lisa Broisch, who has been with Guestline as an Implementation Specialist since 2021, is no exception. After studying hotel management, Lisa’s career has seen her work in a variety of hotels throughout Germany, the last five years as assistant manager and director. It was in her last hotel role that she was first introduced to Guestline.
Hi Lisa. Tell us about making the move from the hotel industry to the technology sector.
I've always been very interested in the hotel technology sector and I've also often looked at the hotel to see how we can further expand our tech stack. But the actual jump to the vendor side was quite challenging. The first few weeks were particularly stressful – there was so much information! I already knew the Guestline system, but the whole way of working is so different from a hotel which is quite a unique working environment! Working remotely with video calls, for example, was entirely new for me. However, I quickly got used to it and the Guestline team were so welcoming, which helped tremendously.
What does a normal working day look like for you?
That depends greatly on whether I am working remotely from home or on-site with a customer. When I'm in the home office, I usually start my day with a cup of coffee and connect over teams with my team, and we discuss what everyone is working on and if anyone needs support. Then I start my installation, which means I'm on the call with the customer for the rest of the day. I give the customer a system overview and discuss questions or challenges. You must configure the systems with the hotel team directly to design them in a way that works best for the customer. It's different every time and always exciting.
On-site installations are especially interesting. You spend the whole day on-site with the customer, spending time with each team. All processes are discussed and workflows are broken down.
What motivates you in your daily work?
I'm always hungry for new challenges and want to push initiatives forward, drive improvements, and see where I can still save time or improve processes. This was also true when I worked within hotels, but I could only implement my ideas and drive innovations so far. I often challenged processes to drive efficiencies. In my current position, every week, I get the chance to challenge and adapt internal processes to see improvements, and there is always the opportunity to get to grips with new problems.
And my wonderful colleagues motivate me, of course! :)
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What are the success factors for a successful PMS change in a hotel?
An open, motivated team that is happy to embrace new processes helps immensely. ‘We've always done it that way’ is of no use to anyone regarding a system changeover. In my opinion, the hotel team doesn’t have to be that tech-savvy - that's what we're there for. The most important thing for me is the desire to develop and learn new things. And a good internet connection is very helpful!
What is one of the best or craziest experiences at Guestline so far?
That's a tough question! We are often very well-fed when we are on-site at installations which is great! One of the best experiences was probably at a German hotel with wonderful meeting and events space. The owner was so excited about how beautifully his wife had designed the space and the variety of great events they have attracted – this enthusiasm filtered through the whole team and it really touched me.
But I could list something from each hotel that sticks in my mind. You share so many beautiful moments together and also get to know many wonderful hoteliers, which is always something special.
Okay - and now a few quick answers: What three words sum up working at Guestline?
Focus on solutions.
What book, song, and luxury item would you take with you to a desert island?
The song is easy- that would be 'The Downeaster Alexa' by Billy Joel. The luxury item I would take with me would be a jukebox and the book would be a survival guide of course!
What would you have become if you hadn't gone into the hotel business?
I would probably have become a vet.
"I've always been very interested in the hotel technology sector and I've also often looked at the hotel to see how we can further expand our tech stack."
"In my current position, every week, I get the chance to challenge and adapt internal processes to see improvements. "
"We've always done it that way’ is of no use to anyone regarding a system changeover."
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