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What if removing your front desk—and doubling down on the right integrations—was the key to keeping your hotel profitable after COVID?


In this episode of Hotel Tech Insider, Roberto Pacaccio, Revenue & Expense Manager at GWT Hotels, shares how a five-property independent hotel group in San Francisco survived near-shutdown, rebuilt its operating model, and lowered its breakeven point by rethinking technology from the ground up.

• How GWT Hotels eliminated traditional front desks without sacrificing service: Roberto breaks down the exact tech stack—including PMS, digital keys, guest messaging, and centralized support—that allows four independent hotels to operate front-desk-free while still offering 24/7 guest assistance.
• Why integration matters more than “best-of-breed” tools: Learn how choosing tightly integrated systems (PMS + digital keys + messaging + dynamic pricing) reduced staff workload, training complexity, and operational errors—and why fragmented tools nearly derailed adoption early on.
• The revenue lesson most hoteliers miss: lowering breakeven beats chasing ADR:  Roberto explains how automation and labor-light operations materially lowered per-room breakeven costs—and how dynamic pricing rules tied to occupancy replaced manual rate shopping entirely.

GWT Hotels didn’t modernize to “innovate”—they modernized to survive. From replacing physical metal keys to centralizing five hotels under one operational hub, this episode offers a rare, honest look at what tech adoption actually looks like for small independent hotels with no margin for error.


If you’re rethinking how your hotel operates in a labor-constrained world, this episode is a must-listen.
Subscribe to Hotel Tech Insider for more real-world insights from hoteliers who’ve actually done the work—and share this episode with a peer who’s questioning whether their current tech stack is holding them back.