#284: Fixing the Post-Booking Black Hole Most Hotels Ignore | with Michael Gahan
About this episode
The episode discusses how hotels can improve guest experiences by addressing the post-booking black hole using AI and modern engagement tools.
What is the “post-booking black hole” in hospitality, and how can hotels eliminate it to transform the guest experience using AI, destination intelligence, and modern engagement tools? In this episode, hosts David Millili and Steve Carran sit down with Michael Gahan, CEO of Tongo, for a deep dive into how hotels can transform the guest journey by stepping into the “post-booking black hole.” Michael shares his unconventional path from small-town California, professional MMA fighting, and wine tour entrepreneurship to building a hospitality tech company focused on redefining guest engagement through destination intelligence and AI-powered concierge experiences. The conversation explores: How early guest conversations shape travel decisions and hotel revenue Why most hotels miss the critical pre-arrival planning window What makes Tongo’s approach different from typical “AI concierge” tools How personalized, scalable concierge experiences are now possible The operational challenges and opportunities inside modern hotel organizations Michael also discusses lessons from his MMA career, the importance of guest-centric thinking, and why the future of hospitality depends on owning the…
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