Speed has become a virtue all on its own. Everything has to be faster, cheaper, more automated, more efficient. And in the rush to optimise everything, we've quietly stopped asking whether the thing we're optimising actually matters.
That tension is everywhere in our industry right now. Operators are pouring time into revenue management, dynamic pricing, OTA visibility, and direct booking funnels. All of it important. But while everyone is fighting for the booking, the part that comes after the booking, the actual stay, is often held together with manual workarounds and hope.
In this episode I sit down with Corrine Harris, General Manager at Operto, to talk about the middle of the guest journey. The part that decides whether someone leaves a review, comes back, or quietly never books with you again.
We get into why getting the guest into the property is still the biggest pain point, how to automate without losing the human touch, why guest expectations have quietly caught up with hotels, and why chasing every new AI tool is the fastest way to burn six months on the wrong project.
Corrine has been at Operto for five years and ran her own property management business before that, so this isn't theory. It's lived.
Corrine Harris — General Manager, Operto
🌐 operto.com
00:00 — Intro: Corrine from Operto, calling in from Canada
01:00 — What Operto actually does: from booking to checkout
01:19 — Corrine's background: 5 years at Operto, ex-property manager
02:43 — Why guest communication still gets pushed to the bottom of the list
03:51 — The current state of tech adoption in short-term rentals
04:38 — Breaking down the guest journey by booking channel
05:18 — Why OTA vs direct changes the rules of guest comms
07:05 — Defining "the middle of the journey" (booking to post-checkout)
07:39 — What good pre-arrival communication actually looks like
08:59 — Why the digital guest experience has to feel like one ecosystem
10:23 — The blended approach: automation plus human when needed
12:35 — The biggest guest pain point: getting into the property
14:51 — Why a generic guest guide isn't enough
15:25 — When a PMS isn't enough, and where Operto goes deeper
16:42 — Integrating with 70+ PMS platforms
18:36 — Cleaning, maintenance and the operations behind the scenes
20:14 — How guest expectations have caught up with hotels
21:59 — Speed: why everyone now expects instant responses
22:52 — AI and the future of hospitality staffing
24:23 — How AI removes the bottleneck on training new staff
25:31 — The pressure to keep getting faster
25:54 — Corrine's advice for operators feeling overwhelmed by tech
27:04 — The trap of trying to change everything at once
27:46 — Why holding back on shiny new tools is sometimes the smart move
30:08 — Final advice: focus on what will actually move the needle
31:30 — Wrap-up
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Disclaimer: The content shared on this YouTube channel, Podcast, or associated posts reflects personal opinions and insights. This content is not intended as legal, financial, or investment advice. Always consult with licensed professionals before making decisions. The hosts and guests disclaim liability for any consequences of using this content. Actions taken should be based on your personal due diligence.
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