What does it really mean to run a tech-enabled hospitality business - and how do we do it without losing the human touch? In this episode, Heather sits down with Jessica Gillingham, founder of Abode Worldwide and author of Tech-Enabled Hospitality, to talk about how property managers can embrace technology to improve guest experiences, operations, and brand storytelling.

This is a conversation about more than tools - it’s about mindset. From scaling sustainably to building trust in a digital world, Jessica brings clarity and compassion to a topic that often feels overwhelming. Whether you're a single host or managing hundreds of properties, there’s something here for you.

🎙 About Our Guest

Jessica Gillingham is the founder and CEO of Abode Worldwide, a public relations and content agency serving property and hospitality tech companies across the globe. Since 2017, she’s worked with some of the most forward-thinking startups and established brands in short-term rental, hotel, and multifamily sectors.

Jessica is also an award-winning communications leader, named Outstanding Independent Practitioner by the Chartered Institute of Public Relations. She’s a frequent speaker at events like VRMA (US & Europe), SCALE, the Short Stay Summit, and Skift, and her work centers around building reputation, visibility, and trust.

Her new book, Tech-Enabled Hospitality, combines years of experience with insights from interviews with 30+ industry experts to offer a practical guide for the modern accommodation provider.

🔗 Jessica on LinkedIn
📘 Get the book: Tech-Enabled Hospitality
🌐 Abode Worldwide

🧠 What You’ll Learn

1. Why “tech-enabled” doesn’t mean “less human”
Jessica shares how the best use of technology in hospitality actually brings us closer to our guests—not further away. From automation to messaging, it’s about supporting - not replacing - the host’s touch.

2. The power of storytelling in a data-driven world
Brand stories build emotional trust and help properties stand out. Jessica shows how even small operators can create content that resonates, drives bookings, and fosters loyalty.

3. Lessons property managers can learn from hotels - and vice versa
The lines are blurring between hospitality segments. Jessica talks about how STRs and hotels are borrowing ideas from each other, and what that means for the guest experience.

4. What today’s guests really want from a tech-enabled stay
It’s not about fancy gadgets - it’s about seamless, intuitive service. Jessica explains the expectations shaping modern hospitality and what hosts should prioritize first.

5. How to assess what tech is right for your business
With so many options out there, Jessica offers a simple framework: choose tools that solve real problems - not just ones that promise shiny features.

6. Why reputation is now your most powerful marketing asset
Jessica connects the dots between public relations, guest reviews, and long-term success. Learn how to build visibility, credibility, and trust in a competitive market.

7. The value of curiosity and openness when adopting new tools
Tech doesn’t stand still, and Jessica encourages operators to approach it with curiosity, not fear. You don’t need to do everything - but you do need to stay aware.

8. How even small hosts can think like media brands
Whether it’s writing a compelling about page, pitching your story to local media, or posting regularly on social, Jessica explains how operators can punch above their weight in the visibility game.

💬 Quotable Moments

“Technology should never get in the way of hospitality - it should enhance it.”
- Jessica Gillingham

“Hospitality and technology are not mutually exclusive. Tech enables better service, smoother operations, and more personal guest experiences.” - Jessica Gillingham

“If you're going to VRMA, don’t just show up and shop. Map your pain points first.” - Heather Bayer

“PR is about trust. And in this industry, trust is everything.” - Jessica Gillingham

📣 Midroll Sponsor: STRAIT Chat & the AI Ambassador Program

This episode is brought to you in part by the STRAIT Chat Community - an exclusive space for short-term rental pros who want deeper conversations, smarter systems, and more collaborative learning.

And if you're curious about using AI in your business - whether it's for guest communication, operations, or even marketing - check out our AI Ambassador Program. It's designed to help you learn, lead, and get hands-on with the tools shaping the future of hospitality.

🌐 Learn more and join us at VacationRentalFormula.com/AI

📌 Action Steps

• Reflect on your current tech stack: is it solving your actual pain points?
  
  
• Map your guest journey and pinpoint areas where tech could enhance - not replace - human interaction.
  
  
• If you're attending a conference like VRMA, prepare with a list of specific business challenges you want to solve.
  

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