A Celonis for the hospitality industry? How hybrid models could revolutionize the industry

Digital transformation has reached nearly every industry, yet the hospitality industry faces unique challenges: a shortage of skilled workers, inefficient processes, and the difficulty of integrating new technologies into existing systems. Added to this is the complexity of numerous legacy systems (outdated software systems that are widely used across the industry and often incompatible with each other) in use in hotels worldwide. These systems often lead to system disruptions (disruptions or barriers between different software programs), causing efficiency losses and unnecessarily complicating operational processes.

The question of whether a " Celonis for the hospitality industry " could exist focuses on hybrid business models that combine technology and human expertise. These approaches promise a revolution in an industry that urgently needs innovation. Especially in the MICE sector – one of the most important segments of the hospitality industry, with a market volume of around 100 billion euros in Germany alone – such hybrid models open up entirely new possibilities. MICE stands for Meetings, Incentives, Conventions and Events and describes the organization and execution of business events, which represent a key source of revenue for many hotels.

Celonis' formula for success: Technology meets process optimization

Celonis, the Munich-based company considered a pioneer in the field of process mining, has demonstrated how transformative technologies can reveal and eliminate inefficient processes. Process mining enables the analysis of digital traces of business processes to identify and eliminate bottlenecks, delays, and inefficiencies.

Celonis' business model is based on a SaaS (Software-as-a-Service) approach: Companies subscribe to the platform to analyze and optimize their processes. Celonis also offers training and consulting services to help them optimally use the software. This model has proven successful in industries with clearly defined processes. But how can such an approach be applied to the hospitality industry, which is characterized by individual requirements and the need for personalized service?

The hospitality industry: unique requirements

The hospitality industry is very different from most other industries. Hotels and resorts must adapt to specific guest requirements while simultaneously addressing internal challenges such as talent shortages, operational overload, and system disruptions. Furthermore, many establishments lack the technological infrastructure to manage the complexity of modern systems.

This demonstrates why purely technological solutions are often insufficient. The multitude of legacy systems in the industry makes seamless integration of new software difficult. Furthermore, without the support of specialized experts, even the best technologies cannot realize their full potential. It's not enough to simply operate new systems – they must be individually configured, optimally set up, and adapted to specific requirements with expert knowledge. This is precisely where our hybrid model comes in.

MICE DESK: Hybrid model for the hospitality industry

We combine advanced technology with human expertise to address the challenges of Convention & Group Sales – one of the most important growth segments in the hospitality industry. Convention & Group Sales refers to the sale and organization of group bookings and event spaces – an area often characterized by long processing times and complex requirements.

Technological innovation

Our products and services are designed for speed, efficiency, and automation. From the initial customer contact to the creation of a quote, our technology enables a drastic reduction in response times – a crucial factor in increasing the conversion rate (the percentage of successfully completed bookings). At the same time, integration with existing hotel software systems is optimized to avoid system disruptions.

Human expertise

The real competitive advantage, however, lies in the provision of specialists who go far beyond simply operating the technology. Our team of experts ensures optimal system configuration and implementation, advises on individual requirements, and develops customized solutions for each hotel. Especially during the implementation phase, we guarantee that the technology is perfectly tailored to the needs of each business.

Within a very short time – since our market launch in summer 2022 – we have become the market leader for hybrid models in the hospitality industry. No other company offers a comparable combination of technological innovation and human expertise .

Parallels and differences to Celonis

The similarities between Celonis and MICE DESK are obvious: Both companies leverage advanced technologies to identify inefficiencies and optimize processes. While Celonis relies on a pure SaaS model, MICE DESK deliberately integrates human expertise to develop customized solutions.

This hybrid approach is particularly crucial in the hospitality industry, where standard solutions often fall short. Combining technology and expertise not only increases efficiency but also improves customer satisfaction—a key aspect in this highly service-oriented industry.

Why hybrid models are the future

1. Flexibility and adaptability

Hybrid models offer the opportunity to tailor services to each customer's individual needs. This is a key advantage in an industry as diverse and dynamic as hospitality.

2. Integration of expertise

The combination of technology and human expertise makes it possible to tackle complex challenges. While technology ensures speed and consistency, skilled personnel contribute strategic thinking, decision-making skills, and personal communication.

3. Risk minimization

Hybrid models offer the opportunity to test new technologies in a controlled environment before fully implementing them. This minimizes the risk of misinvestments and allows for gradual adaptation.

Attractiveness for investors
Investors are increasingly recognizing the potential of hybrid models that combine technological innovation and human interaction. These approaches combine the best of both worlds: the scalability and efficiency of software solutions with the customization and adaptability of skilled professionals. MICE DESK's investors include D11Z, the private equity firm of visionary entrepreneur Dieter Schwarz, and Scalehouse Capital.

" Our hybrid approaches, which combine technology with human expertise, were a key reason why our investors placed their trust in us early on. This model combines technological innovation with operational excellence – a concept that not only inspires our customers but is also groundbreaking as an investment ," explains Bernd Fritzges, Founder and CEO of MICE DESK .
" Hybrid models like those offered by MICE DESK are a groundbreaking concept. The combination of SaaS and human expertise not only offers an optimal customer solution but is also a highly attractive tool for combining operational and technological excellence ," confirms Sebastian Pyzalski, Investment Manager at D11Z. Ventures.

Conclusion: A Celonis for the hospitality industry

The question of whether a "Celonis for the hospitality industry" exists can be answered with a resounding yes—albeit in the form of a hybrid model. This model demonstrates how the combination of technology and human expertise can transform the industry. While Celonis continues to set the standard in process mining, we offer a blueprint for the future of the hospitality industry.

Hybrid models could become the standard, not only in hospitality, but in many other service-oriented industries. They are the answer to the increasing demands for efficiency, flexibility, and customer satisfaction – while simultaneously offering an attractive investment for visionary investors.